Ebenezer Alabi Email & Phone Number

Canada

• Teach on Copilot for Microsoft 365 for Administrators (MS-4006), Empower your workforce with Copilot for Microsoft 365 Use Cases (MS-4004), Managing Microsoft Teams (MS-700), Microsoft Collaboration Communications Systems Engineer (MS-721), Microsoft Security Operations Analyst (SC-200), Microsoft Identity and Access Administrator (SC-300), Microsoft Information Protection Administrator (SC-400), Micosoft Security, Compliance and Identity Fundamentals (SC-900), Azure AI Fundamentals (AI-900), Azure Fundamentals (AZ-900), Azure Data Fundamentals (DP-900) for trainees• Responsible for delivering courses using Zoom, Cisco WebEx, & Microsoft Teams and lab deployment for about 700 students on different modules using Skillable (LearnonDemand) and goDeploy Labs;• Responsible for developing and delivery of module content using varied proven teaching and learning techniques in the class in United States, Canada and EMEA Time Zones.• Help trainees to develop a focused area of interest within the module• Employing diverse techniques in teaching and learning leading to over increased trainees’ engagement by about 70%• Overseeing and moderating trainees assessment with evidence of improved trainees’ performance.

Delaware, United States

• Microsoft Office 365 Deployment and Administration• Deployment of Microsoft Azure Information Protection• Microsoft SharePoint Online Deployment and Administration• Microsoft Exchange Online Support and Administration• Microsoft Security and Compliance Administration• Microsoft Office 365 Migration (Hybrid Migration, Migration from Gmail, Yahoo mail, Hotmail to Microsoft Office 365).• Managing Identities and Synchronization between the Microsoft Cloud and the On-Premises Environment.• Administration of Cloud services using GUI and Microsoft PowerShell, Azure Module PowerShell, Exchange Management PowerShell, SharePoint Management Shell, Skype for Business Management Shell and Microsoft Teams Management Shell.• Managing Identities in Azure Active DirectorySynchronization of Documents between SharePoint Online, OneDrive for Business, and Local PCs• Managing SharePoint Online Site Collections, Sites, Subsites, Pages, Webparts and User Access.• Managing Cloud Security and Data with the use of Retention Policies, DLP (Data Loss Prevention) Policies, Litigation hold & eDiscovery.

Lagos, Nigeria

* Provide technical training to team members struggling with technological tools and systems.* Monitor incoming tickets and assign them appropriately.* Evaluate closed ticket and follow-up case resolution to confirm customer satisfaction. * Monitor ongoing technical compliance with applicable laws and regulations.* Technically support and manage a team of engineers * Prioritize Customer satisfaction as one of the core values. * Prepare everyday reports on engineers' activities, including data such as success rates and additional remedial requirements.* Provide remote technical support both on chat and call consultations when applicable. • Data privacy compliance.• Attending to escalated cases received from Support Engineers.• Manage and Provide support for a team of 18 technical support engineers by reviewing customer scenarios and providing advanced technical reviews to ensure timely resolutions to customer technical problems.• Ensured support engineers follow best practices while engaging customers to ensure SLAs are met and customer experience is not hampered.• Act as a point of level two escalation to engage senior resources on technical roadblocks.• Carried out a regular, timely, and objective review with the team to track the performance of all support engineers to ensure all are meeting their KPIs and getting the required support needed.• Responsible for training and upskilling new employees to ensure they are well informed with Microsoft 365 and Microsoft Azure and have the necessary skills to support customers on the job.Selected Accomplishment: Ensure that my Team exceeded the expectation of our monthly target and reached an all-time high performance in the month of march by hitting the score of 4.95/5

Lagos, Nigeria

• Respond to incoming support request from customers in a timely manner• Investigate and resolve technical support issues prior to escalation• Develop user documentation, knowledge base and other self-help content• Being proactive and helping customers with their present needs and future demands• Contribute to product testing and development activities in some occasions• Support installation, configuration, and support of Microsoft Office 365 Deployment and Administration on different platforms• Accurately document all work performed through ticketing system including details and outcomes• Ensure accurate and timely resolution of all assigned cases• Escalate product bugs or unresolvable support cases• Notice trends and report reoccurring problems

Nigeria

• Manage Service request lifecycle: receive, log and take ownership of all general Service Requests and progress to resolution.• Receive, log and take ownership of all faults. Respond to and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls. • Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.• Proactively monitor all ipNX owned & installed networks in corporate customers’ premises.• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.• Identify, document and alert supervisor of trends in customer calls.• Follow up on unresolved complaint/ open tickets to closure.• Ensure daily updates of all complaints not closed (tickets open) by following up with person(s), units and organizations responsible. • Timely Escalation/feedback to relevant units. • Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.• Prepare daily incidence summary reports. • Prepare monthly availability reports for customers.• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Nigeria

Teaching Computer studies, Mathematics and Statistics to senior classes 1 - 3, during my National Youth Service Corps (NYSC)

Nigeria

Network Administration and Engineering Intern for Information Technology support unit for the State Governor's office

Bachelor'S Degree, Computer Science, Second Class (Honours) Upper Division

Activities and Societies: Member, National Association of Computer Science Students (NACOSS) Member, Nigeria Computer Society

Associate'S Degree, Science, Distinction