Ethel Ayinde Email & Phone Number

Lagos, Nigeria

- Basic network troubleshooting and Application Support.- Create email addresses and password reset for end-users.- Provide helpdesk support to users, directly and/or remotely with little or no supervision.- Walk customers through a step-by-step process for troubleshooting hardware and software issues.

Microsoft 365 Apps deployment, Setup, Identity and Security. - Escalated product bugs and unresolved cases.- Analyzed and replicated reported issues to provide solution. - Provided technical support for Microsoft 365 technologies;* Office 365 portal administration. * OneDrive, SharePoint Online, and Forms.* Backup, modify and restore Registry editor.* Shared computer activation and device-based licensing.* Deployment and configuration of Microsoft 365 Apps for enterprise using ODT and GPO.

- Provided break and fix support for; * Outlook * Exchange Online * SharePoint Online * Microsoft Teams *OneDrive for Business * Office 365 Administration * Data Protection * Security and Compliance- Maintained technical documentation in a detailed and comprehensive manner. - Escalated service requests to Senior Escalation Engineer when required, and updated customers on case progress.- Collaborated with a team of 15 Technical Support Engineers in providing optimal services and resolution to customer service requests.- Maintained a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become major concerns.- Acted as the primary technical support contact to customers in delivering advanced technical troubleshooting and problem-solving solutions.- Resolved an average of 5 incidents per day on issues relating to all Office 365 services for customers in Europe, the Middle East, and Africa (EMEA) region.- Ensured that each support request owned is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.

Lagos

- Effected the use of a school portal and website.- Trained 80+ pupils on computer system fundamentals. - Maintained and updated records and database for 250+ students using Microsoft Office.

Lagos

- Closed 95% of tickets on the first call without escalation.- Configured staff signatures, set up mail accounts for new users, and resolved password issues on Microsoft Outlook.- Part of the support team that managed emails and fault calls of any reported network downtime, ensured quick resolution of user concerns, and escalated more complicated issues to superiors.