Andrew Agi

Experience

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  LoveWorldSAT

  Feb 2017 - Jan 2019

  Information Technology Assistant

  Duties: Assist in performing software distribution updates, scripting, testing and support. Assist in responding to requests from user offices and assists in deploying/configuring systems so as to conform to infrastructure standards. Maintain and updates files (electronic and paper) and internal databases. Liaise with vendors and service providers of IT equipment and supplies. Oversee the maintenance and repairs of IT equipment for efficient and effective office operations. Show less

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  Chemie-Tech

  Jan 2019 - Aug 2019

  Information Technology Administrator

  Duties: Deliver advanced technical troubleshooting and problem-solving solutions to technical issues. Get software production going by installing software into computers and inputting the commands necessary for proper functionality. Actively update, maintain and monitor all aspects of computer networks. Ensure best software and hardware productivity by issuing instructions and answering questions to train people for proper usage. Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems. Show less

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  Tek Experts

  Aug 2019 - Mar 2023

  Duties:• Responsible for providing technical support to users of Microsoft's products and services such as Microsoft 365, Office 365, Teams, SharePoint, Exchange Online, Windows 8-11, Windows Server, Outlook for Mac, and Outlook for Windows and network troubleshooting.• Troubleshooting of all third-party applications used on Windows devices and peripherals such as Printers, and scanners.• Technical adviser to a team of 20 engineers.• Responsible for managing and working on tier 2 escalation.• Responsible for providing advanced technical troubleshooting when issues are beyond tier 1 support.• Responsible for customer recovery in the event of negative customer sentiment.• Responsible for training and onboarding of new support engineers.• Tasked with the responsibility of ensuring the team follows all support guidelines and all SLAs are met.• Responsible for ensuring individual and team KPIs are met without compromising quality Show less Duties:• Serve as a technical expert on executive-level project teams providing technical direction, interpretation, and alternatives.• Provide support, analysis, and research into exceptionally complex problems, and processes relating to the subject matter.• Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management.• Manage critical issues by setting customer expectations, devising and implementing action plans and professionally communicating with all parties involved.• Make improvements to current programs by assessing their specifications and objectives, implementing necessary changes, and suggesting new courses of action.• Actively update, maintain, and monitor all aspects of computer networks. Show less

  • Technical Lead Mirosoft 365 and Windows

    Nov 2020 - Mar 2023

  • Technical Support Specialist

    Aug 2019 - Oct 2020
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  Upwork

  Mar 2023 - now

  M365 Technical Support Engineer

  • Resolve customer technical issues with Office 365 products such as licensing andMicrosoft 365 resource provisioning.• Researching, diagnosing, troubleshooting, and identifying solutions to resolveMicrosoft 365 issues.• Following standard procedures for proper escalation of unresolved issues toMicrosoft support• Talk clients through a series of actions via phone, email, or chat until theyhave solved a technical issue.• Document issue resolution and technical knowledge in the form of notes and manuals• Domain verification and DNS configuration• Assist customers to set up Office 365 tenants and advise on the appropriate Microsoft365 product that meets their business needs.2• Basic knowledge of managing and troubleshooting Office 365 services• Assist clients to deploy office applications on Windows and MAC devices.• Assist clients to set up ZOHO, RACKSPACE, and EXCHANGE Online mailboxes for theusers in their organization.• Properly documenting issue resolution for continuous adoption• Set up meetings with potential clients and listen to their wishes and concerns.• Prepare and deliver appropriate presentations on various products and services tonew and existing clients looking to expand. Show less