Joshua Obi
Kitchener
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Team Line Manager
Upwork (Freelance-Remote)
02.2022 - Current
- Created a positive work environment by encouraging collaboration among team members.
- Monitored team performance, identified areas of improvement, and provided feedback for development.
- Managed technical recovery & escalated process of related case to Identity, ODB, Teams, Microsoft Office 365 Exchange Online, SharePoint Online and Outlook
- Collaborated closely with Human Resources department in order to ensure smooth onboarding process of new hires.
- Provided guidance and support to team members in order to ensure successful completion of tasks.
- Evaluated job applications, conducted interviews, and selected suitable candidates for open positions.
Office 365 Support Engineer (Concierge)
Upwork (Freelance-Remote)
Lagos
08.2021 - 02.2022
- Troubleshoot, isolate, and resolve Microsoft 365 (including SharePoint Online, Teams, OneDrive, Microsoft 365 Defender) issues
- Fortify tenant security against attacks (spam, malware, spoof & phishing attacks)
- Set up compliance policies to improve information governance
- Tenant identity management using azure active directory & email migration issue
- Provide support for Outlook incidents, OneDrive app and Microsoft Teams app.
Technical Lead
Tek Experts
Lagos
04.2021 - 08.2021
- Acted as escalation point by performing advanced technical troubleshooting for incidents: designing and providing solutions alongside best practices to technical support engineers as well as managed performance & met the overall team's KPI
- Acted as Technical Lead and subject matter expert for Exchange Online, Identity and Outlook, One Drive, Teams and SPO technologies in Microsoft Office 365
- Delivered targeted technology training & office 365 product changes to the team
- Handled zero-day cases and kept track of aged cases within the team alignment
- Managed and provided support to a team of 20 technical support engineers by reviewing customer scenarios and providing advanced technical review
- Managed technical recovery & escalated process of related case to Identity, ODB, Teams, Microsoft Office 365 Exchange Online, SharePoint Online and Outlook.
Office 365 Technical Support Engineer (Level 2)
Tek Experts
Lagos
07.2019 - 04.2021
- Collaborate on cross-team & cross-product technical to resolve customer problem
- Collaborated with subject matter experts & escalation managers when additional support is needed with knowledge on PowerShell (basic commands/scripting)
- Delivered advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to highest level of management
- Deployed apps on to Office 365 environment and troubleshooting outlook issues
- Experience on Exchange Online & experience with DNS & how to set up domain
- Experience with Direct Sync (AD Connect) setup and configuration
- Managed critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved.
Technical Service Assistant
Enplug Africa Interactive Limited
Ikoyi, Lagos State
12.2016 - 07.2019
- Administered internal network, Hardware, core operating systems & applications
- Installed & serviced company plug & play devices with third Party Advertisement
- Hashtag and Social media content creation
Customer Service Officer (Internship)
Cyberspace Networks
Lagos
11.2014 - 10.2015
- Supported and carried out on phone first level troubleshooting to retail, corporate Internet clients and enterprise clients
- Responded to client mails and managed opened tickets for client issues on a daily basis
- Added to Support Team to assist JAMB CENTERS during the 2nd CBT Registration and exam period (March - May 2015).
Technical Support Engineer (Internship)
Cyberspace Networks
Lagos
04.2013 - 09.2013
- Assisted with LAN connectivity issues and Installation of WIMAX devices
- On-site Troubleshooting and configuration for WIMAX and VSAT Solutions.
Education
Bachelor of Science - Computer Science
Godfrey Okoye University
Enugu, Nigeria08.2015
Post Graduate Certificate - Applied Ntwrk Infrastructure. And System Admin
Conestoga College
Ontario, CanadaSkills
- Clear Communication Skills, Patience, and Effective Listening
- Empathy, Taking Responsibility and Ability to Use Positive Language
- Adaptability, Time Management and Willingness to Improve
- Proficient in Zendesk
- Customer Service
Certification
- Google Digital Garage: The Fundamentals of Digital Marketing
- MS-100: Microsoft 365 Identity and Services
- Microsoft 365 Certified: Security Administrator Associate
- Microsoft Certified Trainer
Timeline
Team Line Manager
Upwork (Freelance-Remote)
02.2022 - Current
Office 365 Support Engineer (Concierge)
Upwork (Freelance-Remote)
08.2021 - 02.2022
Technical Lead
Tek Experts
04.2021 - 08.2021
Office 365 Technical Support Engineer (Level 2)
Tek Experts
07.2019 - 04.2021
Technical Service Assistant
Enplug Africa Interactive Limited
12.2016 - 07.2019
Customer Service Officer (Internship)
Cyberspace Networks
11.2014 - 10.2015
Technical Support Engineer (Internship)
Cyberspace Networks
04.2013 - 09.2013
Bachelor of Science - Computer Science
Godfrey Okoye University
Post Graduate Certificate - Applied Ntwrk Infrastructure. And System Admin
Conestoga College
- Google Digital Garage: The Fundamentals of Digital Marketing
- MS-100: Microsoft 365 Identity and Services
- Microsoft 365 Certified: Security Administrator Associate
- Microsoft Certified Trainer
References
References available upon request.
References
References available upon request.
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