SUNDAY AKANDE
Support Engineer
Abule-Egba
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Freelance Proactive Support Ambassador
Upwork
04.2024 - 01.2025
- Proactively engaged with customers to resolve Microsoft subscription issues, ensuring timely reactivation and preventing service interruptions
- Escalated complex issues to higher support teams and maintained detailed documentation of customer interactions
- Utilized data-driven outreach strategies to improve customer engagement and satisfaction
- Consistently met or exceeded performance metrics for customer outreach and issue resolution
Technical Support Engineer (M365 Exchange Online)
Tek-Experts
05.2022 - 02.2023
- Provided technical support to end-users, system administrators, and solution integrators across 10+ countries via phone, email, and chat
- Diagnosed and resolved issues related to M365 Exchange Online, ensuring compliance with SLAs
- Escalated complex cases to higher-level support and maintained detailed case documentation
- Collaborated with technical leads and subject matter experts to identify and implement remediation steps
Academic Manager
McDonalds Montessori Schools
01.2019 - 01.2020
- Company Overview: (NYSC - Primary Assignment)
- Managed classroom operations, evaluated student progress, and maintained academic records
- Supervised staff and implemented a computerized results processing system, improving efficiency and accuracy
- (NYSC - Primary Assignment)
Network Technician
Information Technology and Communication Unit (INTECU)
01.2017 - 01.2018
- Provided technical support to over 100 staff and 3 faculties, resolving hardware, software, and network issues
- Performed routine system maintenance, updates, and cable troubleshooting to ensure optimal network performance
- Supported cloud computing operations, including Ubuntu software installation and configuration
Education
B.Sc. - Computer Science
Adekunle Ajasin University
01.2014 - 01.2018
Degree - undefined
Hons - undefined
Introduction to Cyber Security: Certificate - undefined
Standard English/Western Certification: Certificate - undefined
Skills
Customer service
Certification
Introduction to cybersecurity
Timeline
Freelance Proactive Support Ambassador
Upwork
04.2024 - 01.2025
Introduction to cybersecurity
05-2023
Technical Support Engineer (M365 Exchange Online)
Tek-Experts
05.2022 - 02.2023
Academic Manager
McDonalds Montessori Schools
01.2019 - 01.2020
Network Technician
Information Technology and Communication Unit (INTECU)
01.2017 - 01.2018
B.Sc. - Computer Science
Adekunle Ajasin University
01.2014 - 01.2018
Degree - undefined
Hons - undefined
Introduction to Cyber Security: Certificate - undefined
Standard English/Western Certification: Certificate - undefined
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