Joshua O.

Experience

• 

  CYBERSPACE Nigeria

  Apr 2013 - Sept 2013

  Technical Support Engineer

  • Assisted with LAN connectivity issues and Installation of WIMAX devices.• Was responsible for On-site Troubleshooting for WIMAX and VSAT Solutions.

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  CYBERSPACE Nigeria

  Nov 2014 - Oct 2015

  Customer Service Officer

  • Responsible for supporting and carrying out first level troubleshooting on retail, corporate Internet clients and enterprise clients Including; Dee jones Petroleum and Gas Limited, First Bank, e.t.c.• Was also responsible for Replying client mails, Opening Tickets for client issues on a daily basis.• Was among the Support Team which assisted JAMB CENTERS during the 2nd CBT Registration and exam period (March – May 2015).

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  Board of Internal Revenue, Abia

  Nov 2015 - Oct 2016

  IT Support Technician

  • Assisting in various daily operations, receiving & dispatching of mail• Assisted with Computer Repairs, system update and printing of documents.• Follow policies & confidentiality dictations to safeguard data & information.• Operating a range of office machines such as photocopiers and computers.• Store all files in designated places securing the important documents.• Typing letters, Memos and other office correspondents.• Was responsible for updating Paye Records for individuals working in abia state. Show less

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  ENPLUG Europe

  Dec 2016 - Jun 2019

  Technical Service Engineer

  • Hashtag and Social media content creation• Administered and maintained the internal network, Hardware, core operating systems, user accounts and applications.• Responsible for installing and servicing all Enplug Africa’s Plug and play devices.• Third Party Advertisement.

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  Little Tigers Football Club

  Oct 2017 - Aug 2019

  Enterprise System Administrator

  • Administered user accounts.• Domain Management• Troubleshooting Outlook Issues• Update websites using Wordpress

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  Tek Experts

  Jul 2019 - Aug 2021

  • Act as Technical Lead and subject matter expert for Exchange Online, Identity and Outlook, One Drive, Teams and SPO technologies in Microsoft Office 365• Manage and provide support to a team of 20 technical support engineers by reviewing customer scenarios and providing advanced technical review.• Act as an escalation point by performing advanced technical troubleshooting for incidents: designing and providing solutions alongside best practices to technical support engineers.• Ensured that day zero-day cases were handled effectively and kept track of aged cases within the team alignment.• Managed performance and meeting the overall team’s KPI.• Led the delivery of targeted technology training and office 365 product changes to the team.• Handled technical recovery and managed escalation process of cases related to Microsoft Office 365 Exchange Online, Identity, ODB, Teams, SharePoint Online and Outlook Show less ~Experience on Exchange Online.~Experience with DirectSync(AD Connect) setup and configuration.~Experience with DNS and how to set up domain~Proficient knowledge on PowerShell(basic commands/scripting)~Experience with troubleshooting outlook issues~Delivering advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management.~Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.~Collaborate with subject matter experts and escalation managers when additional support is needed.~Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved. Show less

  • Technical Lead (Office 365)

    Apr 2021 - Aug 2021

  • Technical Support Engineer Level 2 (Security and Compliance) P.O.C

    Sept 2020 - Mar 2021

  • Technical Support Engineer Level 2 (Exchange Online) P.O.C

    Jul 2019 - Sept 2020
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  Upwork

  Aug 2021 - now

  ● Handling technical recovery and managed escalation process of cases related to Microsoft Office 365 Exchange Online, Identity, ODB, Teams, SharePoint Online and Outlook.● Managed performance and meeting the overall team’s KPI.● Supervise and manage a team composed of L1 Ambassadors.● Provide day to day updates to both Ambassadors and Ops Lead.● Technical Recruiting for new intakes within EMEA shift. ● Troubleshoot, isolate and resolve Microsoft 365 (including SharePoint Online, Teams, OneDrive, Office apps and Microsoft 365 Defender) issues.● Fortify tenant security against attacks (spam, malware, spoof and phishing attacks).● Set up compliance policies to improve information governance.● Tenant identity management using Azure Active Directory and Email migration issues.● Provides support for Outlook incidents, OneDrive app(Mac and Windows) and Microsoft Teams app

  • Team Manager (Microsoft 365 Support - Concierge Team)

    Feb 2022 - now

  • Microsoft 365 Support Engineer (Concierge)

    Aug 2021 - Feb 2022