Ayodele Balogun Email & Phone Number

Lagos Island, Lagos State, Nigeria

• Review the renewal transition for the current active Support Agreement.
• Creates a reference snapshot of the current agreement and CSPM (Cloud support plan management) matching.
• Validates contract setup prior to the renewal date for common issues and expected entitlements.
• Verifies Services Hub functionality, reactive case creation, CSPM, and contacts carryover upon activation of new agreement.
• Generating and sharing extracted Customer success delivery review (CSDR) deck with CSAM.
• Proactively schedule a Major Incident Response Plan (MIRP) on behalf of CSAM to be executed between customers and Microsoft Unified/Premier support.

Lagos Island, Lagos State, Nigeria

• Support everything related to Windows and Office suite for individual users
• Act as the advanced technical contact to deliver advanced technical troubleshooting and problem-solving solutions for consumers including issues escalated to the highest level of management
• Collaborate with Subject Matter Experts (SME’s) and the escalation managers when additional support is needed.
• Manage critical issues by setting customer’s expectations, devising and implementing action plans, and professionally communicate with the parties involved.