Chibuzor E.

• Troubleshooting SharePoint, Teams and OneDrive. • Researching, diagnosing, Troubleshooting and identifying solutions to resolving system issues. • Diagnose and troubleshoot technical issues. • Prioritize and manage several open issues at one time. • Responsible for handling Escalation calls and resolving tickets as per SLA • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Enterprise Exchange • Enterprise Cloud Identity Hard working in meeting KPI/CSAT/SSAT. Handling 5incident cases per day UPWORK – MICROSOFT PARTNER Microsoft 365 Admin Consultant (Freelancer) | February 2022 – October 2026 · Provide Microsoft 365 administration and technical support for business and enterprise customers, helping maintain service reliability and end-user productivity. · Administer Microsoft 365 services, user accounts, subscriptions, and license assignments through administrative portals and PowerShell. · Troubleshoot Exchange Online and Outlook issues involving mailbox access, mail flow, profiles, and service functionality. · Support Microsoft Teams, SharePoint Online, and OneDrive, including meeting issues, permissions, document libraries, file access, and synchronization. · Support identity and access management involving Microsoft Entra ID, on-premises Active Directory, and directory synchronization where applicable. · Assist with security and compliance configurations, including DLP, retention, information protection, email authentication, and anti-spam settings, according to assigned responsibilities. · Prioritize support cases, document troubleshooting, communicate progress, follow cases through resolution, and escalate unresolved issues appropriately. · Work toward agreed service levels, customer satisfaction measures, and team performance indicators; identify recurring issues and improvement opportunities. TEK-EXPERTS NIGERIA LIMITED – MICROSOFT PARTNER Enterprise Administrator-L2 SUPPORT | February 2021 – January 2022 · Provide first-level technical support for approximately 30 end users, resolving account, email, application, and device issues. · Administer Microsoft 365 through the Admin Center and PowerShell; manage users, subscriptions, and license allocation. · Configure and support email encryption, Data Loss Prevention (DLP), information protection, and retention policies. · Set up and troubleshoot Microsoft Teams meetings, SharePoint Online libraries and permissions, OneDrive, and Outlook. · Configure and troubleshoot SPF, DKIM, DMARC, and anti-spam policies to strengthen email security. · Support directory synchronization and user provisioning between on-premises Active Directory and Microsoft 365 using Azure AD Connect. · Perform domain verification and investigate DNS record configuration and propagation issues. · Assist with recruitment and screening of technical candidates against client requirements. TEK-EXPERTS NIGERIA LIMITED – MICROSOFT PARTNER Technical Support Engineer | January 2020 – January 2021 · Supported Microsoft 365 deployment, administration, migration, and troubleshooting for enterprise customers. · Troubleshot Exchange Online mail flow, message trace, mailbox, and hybrid configuration issues, including Hybrid Configuration Wizard scenarios across supported Exchange Server versions. · Supported Microsoft Security and Compliance services, SharePoint Online, OneDrive, identity management, and cloud administration. · Managed multiple technical cases, prioritized incidents by impact and urgency, and handled escalations in line with SLAs. · Used administrative portals and PowerShell to investigate issues, implement fixes, and document resolution steps. · Exceeded Microsoft and company performance targets and contributed to team KPIs and customer support outcomes. TEK-EXPERTS NIGERIA LIMITED – MICROSOFT PARTNER Cloud Support Engineer – Concierge Support | July 2019 – December 2019 · Provided telephone and email technical support to enterprise customers using Microsoft 365. · Supported Exchange Online, SharePoint Online, OneDrive, Microsoft Teams, Outlook, identity-related services, Microsoft Office, and billing enquiries. · Collaborated with cross-product teams, subject matter experts, and escalation engineers to resolve complex customer issues. · Owned cases through resolution, researched technical issues, and communicated professionally with customers and stakeholders. · Managed critical issues by developing action plans, setting expectations, and keeping stakeholders informed. · Pursued additional training to strengthen technical knowledge and improve support performance. JOHN HOLT PLC Senior Systems Administrator | January 2009 – June 2019 · Maintained the company website with a focus on availability and business continuity. · Monitored and maintained the LAN, troubleshooting connectivity and network availability issues.