Experience

• 

  Microsoft leap

  Aug 2020 - Aug 2020

  Technical support engineer level 2
• 

  Tek experts

  Aug 2020 - Nov 2022

  - Monitored open requests, prompting actions for 90% of stalled cases.- Reviewed 70% of support requests, achieving a 95% case closure rate.- Documented technical solutions, enhancing accuracy and sharing by 28%.- Resolved 80% of requests within SLA, ensuring support process discipline.- Onboarded 100+ engineers, boosting team efficiency and support capacity.- Facilitated end-user support, maintaining 100% advanced troubleshooting.- Collaborated cross-team, reducing resolution time for technical issues by 20% Show less

  • First Escalation Point of Contact (Microsoft 365 Support)

    Nov 2021 - Nov 2022

  • Microsoft 365 Technical Support Engineer

    Aug 2020 - Nov 2022
• 

  Wragby business solutions & technologies limited

  Nov 2022 - now

  - Identified Microsoft solutions, expanding customer usage by 40%.- Collaborated with customers, achieving a 30% increase in satisfaction.- Developed customer success methodologies, boosting team productivity.- Resolved customer complaints, reducing response time by 50% in 90 days.- Guided conversations, achieving 60% faster business objective attainment.- Implemented tools to understand customers, increasing NPS score by 15%.- Drove account planning, resulting in improvement in business transformation- Established KPIs, enhancing team performance, achieving 85% target metrics.- Drove initiatives, achieving an increase in project success rates for customers. Show less - Trained 5 IT personnel, improving data security compliance by 30%.- Identified performance issues, resolving 85% within agreed timelines.- Partnered with Sales & marketing, improving contract accuracy by 18%.- Delivered actionable feedback, mitigating competitor threats by over 8%.- Strengthened relationships, leading to a 13% increase in repeat business.- Onboarded Microsoft Defender, increasing endpoint security by over 40%.- Provided service recommendations, enhancing customer satisfaction by 20%. Show less

  • Customer Success

    Jul 2023 - now

  • Customer Success Consultant/Engineer

    Nov 2022 - Jul 2023