CHARLES NWOFIA

Experience

• 

  Blossom Fount school

  May 2015 - Apr 2016

  Teacher

  Prepare student for exams especially external exams.Teaching Mathematics

• 

  WECO SYSTEM INTERNATIONAL

  Aug 2016 - Aug 2017

  Engineering Trainee

  Setting up accounts for new usersRepairing and replacing equipment as necessaryNavision registration and maintenance.Set up new users' accounts and profiles and deal with password issuesTroubleshoot system and network problems, diagnosing and solving hardware or software faults.Performing routine audits of systems and software.Upgrading & maintenance of all systems.Installation of antivirus software & internet configuration set up.System Configuring Network printers, Internet & E-Mail Installation of Software.System Administration, Networking and TroubleshootingInternet Configuration.Maintaining and updating antivirusDiagnose and troubleshoot technical issues, including account setupPrepare accurate and timely reports Show less

• 

  Tek Experts

  Aug 2017 - now

  * Perform backlog/bin reviews and providing action plans to cases with Roadblocks before escalations to the Product Group.* Initiate Triages where knowledge gaps are dealt with to improve technical know how to Engineers and improve overall performance of the team. * Act as a first level escalations from POCs. Providing superior service Frontline Technical support for clients using advanced troubleshooting mechanism in office like fiddler, event logs, ETLs for outlook etc.* Execute Ad-hoc analysis of active cases with focus on new hires and low performers in collaboration with the Team manager.Take ownership of complex cases and drive resolution faster. * Attending to escalations from clientsManaging Engineers of 20 in my teamProviding Action Plans for Technical Roadblocks on cases* Attending to all Technical Recoveries for irate customers/clients* Attending meetings with Microsoft teams on new releases for clients. * Working autonomously as a part of Global team incidence management experience including managing business expectations for businesses and clients. * Making sure that team members are in the right frame of mind to work by engaging them when going through difficult moments.• Escalation Management: first level escalation engineer assisting frontline engineers to resolve technical roadblock, reviewing age ticket for swift resolution, and mediating calls to restore great customer satisfaction. • Training and Mentoring: Provide advance troubleshooting trainings to frontline engineers. • Reporting: conduct weekly report regarding engineers’ active cases, engineer process alignment, and provide proactive actionable plans. Show less Plan security and compliance roles for Microsoft 365Help to set-up and Manage Policies like Data Loss Prevention, Information Governance (Retention Archive and Label Policies.Helps Clients understand the importance of enabling and managing Threat Management against suspected spam, malware attackersSimulation of Atack simulator for training to mitigate issue with attacks credentials, malware etc.Handles eDiscovery holds, Retention holds, Labelling, AIP Litigation hold, in-place holds, Audit reports, Secure Scores and Data Privacy responsibilities for clients Show less Act as the primary technical contact for MicrosoftSuccessfully provided 3rd level support to various Organizations in Europe, Middle East, North America and AfricaDelivered advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to the highest level of management.Design and Implement Microsoft 365 Services for Enterprise solutionPlan migration of users and data.Plan migration of on-prem users and groups.Configure and review reports, including BI, OMS, and Microsoft 365 reporting.Manage Microsoft 365 subscription and tenant health.Setup Microsoft 365 tenancy and subscription.Manage domains and configure additional domainsManage User Identity and Roles.Plan identity synchronization by using Azure AD Connect.Provided technical support for the following administrative tasks: Mailbox provisioning: adding, modifying, and deleting, and recovering mailboxes, domain setting.Architectural planning: Provide technical direction in planning, coordination and implementing organization messaging and collaborations system, application integration and compliant system.Troubleshooting: mail flow issues; inbound/outbound mail routing, SMTP relays for cloud and hybrid environment. Mail security: SPF, DKIM, DMARC, SafeLinks, safe attachment, and spoofing. Identity issues: MFA, AD Connect, conditional access. Security and Compliance issue: DLP, eDiscovery, sensitivity label, transport rules, archiving, retention policy, holds, and information barrier. Mailbox migration: Exchange Server to Exchange Online, GSuite to Exchange Online, PST migration and IMAP. Show less

  • Team Manager

    Jun 2024 - now

  • M365 Technical Lead

    Mar 2021 - Jun 2024

  • M365 Security and Compliance Specialist

    Oct 2020 - Mar 2021

  • M365 Administrator

    Aug 2017 - Oct 2020