Vincent Mogah Email & Phone Number

United Kingdom

Remote

• Technically understand the company's product & services offering to handle escalated support requests while working with other departments to ensure that the product meets customer needs.• Resolved client issues related to the application’s server deployment, configuration, usability, and account management, while maintaining an overall customer satisfaction of over 90%.• Oversaw customer service improvements by providing good recommendations and advice on support best practices.• Led issue tracking and recommended product improvements.• Wrote and improved support documentation.

Texas, United States

Providing first level support to Enterprise customers via live chat, ticket system, and telephone, who use the GFI MailEssentials software for secure Anti-spam and Phishing email protection Software package to assist them with technical support issues or inquiries.Providing 1st level technical support to Enterprise Customers via live chat, ticket system, and telephone, who use the Sococo Online service, to assist them with technical support issues or inquiries.Providing 1st level support for School Loop customers to assist them with technical support issues or inquiries.Solving tickets based on priority and urgency via Zendesk.

Victoria Island, Lagos

• Managed L2 support escalations.• Worked directly with support escalation engineers and technical advisors to• identified bugs and administer solutions to product behavior.• Lead Exchange Online support team.• Successfully on-boarded and trained engineers on Exchange Online platform.• Worked with team to ensure excellent customer service and optimum.• Delegated tasks and achieved daily, weekly, and monthly goals.• Liaised with team members, management, and clients to ensure projects are completed to standard.• Identified risks and formed contingency plans as soon as possible.• Analyzed existing operations and scheduling training sessions and meetings to discuss improvements.• Kept up to date with industry trends and developments.• Updated work schedules and performed troubleshooting as required.• Motivated staff and created a space where they can ask questions and voice their concerns.• Being transparent with the team about challenges, failures, and successes.• Wrote progress reports and delivered presentations to the relevant stakeholders.

Nigeria

• Deliver high quality service to Microsoft 0365 (Microsoft Exchange, Teams, SharePoint) business customers by solving complex technical problems and helping to proactively prevent new issues.• Responsible for handling escalation calls and resolving tickets as per SLA. • Determine problem and narrow to a specific component while managing the customer's expectations for resolution.• Take ownership of customer issues reported and seeing problems through to resolution.• Research, diagnose, troubleshoot, and identify solutions to resolve system issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Diagnose and troubleshoot technical issues. • Evaluate, prioritize, and manage several open issues at one time. • Utilize Azure AD and/or existing PowerShell scripts to customize clients’ Office 365 portal.• Configure, secure, troubleshoot, and manage cloud services, and serve as a liaison between Microsoft and the Office 365 user base.• Help in configuring, administering, and troubleshooting the client's network infrastructure.• Provide Office 365 support to users and ensured optimum customer satisfaction throughout support process.• Help configure and manage cloud services.• Plan migration of on-premises users and groups.• Troubleshooting Microsoft Azure Active Directory, Microsoft SharePoint Online, Microsoft Server Management.• Outlook profile configuration and troubleshooting.• Manage Office 365 subscription and tenant health.• Manage domains and configure additional domains.• Manage user identity and roles.• Adept knowledge in Azure AD connect.• Plan Identity synchronization by using Azure AD connect.• Manage organization security using security features in Office 365.

Lagos Island

As part of the cut-over team Migrating users from previous domain to HBNG.com Migrating users from Windows 7 to Windows 10. Installation of necessary software for Migration Support for the Networking team As IT regional Support Supporting 10 Heritage Bank Branches in the Lagos Island region On ground Support for the networking team On ground support for the infrastructural team On ground support for the applications support team On ground support for the operational staffs in the region On ground support for ATMs within the region IP Cisco Phone configuration Systems support within the region.

Festac Town, Lagos