Onu J.

Highly skilled Technical Support Engineer with over 8+ years of proven customer support experience as a Client Service representative, IT Supervisor and IT Operations Manager. I Managed large amounts of incoming phone calls and chat support. Handled customer complaints, provide appropriate solutions and alternatives within the time limits; Followed up to ensure resolution and follow communication procedures, guidelines and policies. Very good AI tools usage. Familiarity with CRM systems and practices. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customers account through open and interactive communication. Manage large amounts of incoming phone calls and chat support. - Strong phone/Chat contact handling skills and active listening. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Good communication skills. Reduced help-desk call-handling times by 5 minutes to enhance service efficiency. Carried out targeted troubleshooting and fault-finding across Windows and Microsoft 365 software issues, enabling timely fixes. Processed over 3000 support requests received over 4 months for technical assistance on wide range of issues. General office Support (Word, Outlook, Excel, PowerPoint,) Experienced with Exchange online, Identity, Outlook, Microsoft SharePoint, Microsoft Team, OneDrive, Billing, and Commerce. I have Strong analytical and problem-solving skills in IT, Ability to interact with users at all levels, a team player and result orientated, Proven ability to work under stress in emergencies and trouble-shooting abilities. I have over Seven (8) years' experience in the IT industry as an IT support staff/ administrator with recognized strength in networking, implementation, maintenance, troubleshooting and problem-solving. Microsoft 365 Enterprise Administrator Expert. December 2019. Renewed Microsoft 365 Security Administrator Associate. Certified. December 2019. Renewed Microsoft 365 Mobility and Security. Certified. November 2019. Renewed Microsoft 365 Identity and Service. Certified. September 2019. Renewed