Open to opportunities

AbdulHameed Bello

@abdulhameedbello

Senior End User Support Engineer specializing in Office 365 and endpoint management, improving reliability through automation and ITSM excellence.

Nigeria

Message

What I'm looking for

I’m seeking to bring leadership and innovation to senior IT support or endpoint management roles—building reliable Office 365 and Windows environments, strengthening ITSM practices, and using automation to reduce incidents while mentoring teams to higher resolution and SLA performance.

I’m a Strategic and Office 365 Certified IT Support Leader with 6+ years of progressive experience driving enterprise-level technical support, infrastructure improvement, and IT operations. I manage end-user environments of 1,000+ endpoints, delivering 98%+ resolution success while enforcing endpoint compliance and maintaining high service quality.

In my current role, I spearheaded laptop provisioning for 1,000+ users with 99% accuracy, reduced recurring Office 365 issues by 45% using automation scripts and root cause analysis, and maintained a 100% patching success rate. Previously, as a Technical Support Engineer (Tier 2 Lead) at TEK EXPERTS, I served as an SME and escalation point for Office 365 and Windows OS incidents, resolved 95% without Tier 3, mentored 7+ engineers, and improved documentation to reduce AHT by 20%.

Experience

Work history, roles, and key accomplishments

Current

Senior End User Support Engineer

Current

Tech Mahindra - MTN Nigeria

Oct 2023 - Present (2 years 8 months)

Led laptop provisioning for 1,000+ users with 99% accuracy and corporate-standard compliance. Reduced recurring Office 365 issues by 45% using automation and root cause analysis while maintaining 100% endpoint patching success.

Microsoft 365 Microsoft Intune Patch Management

Technical Support Engineer (Tier 2)

Tek Experts

Nov 2022 - Oct 2023 (11 months)

Served as SME and escalation point for Office 365 and Windows OS incidents, resolving 95% without Tier 3 involvement. Mentored 7+ engineers, improved onboarding speed by 30%, and reduced average handling time by 20% through documentation updates.

Microsoft 365 Windows OS Escalations ITSM SLA Management Mentoring Microsoft Support Collaboration

Technical Support Engineer (Tier 1)

Tek Experts

Nov 2020 - Nov 2022 (2 years)

Provided Tier 1 support for 80+ daily global tickets across Office 365 and Windows, consistently meeting support KPIs. Improved Outlook email sync reliability by 60% via profile rebuilding and server optimization while maintaining strong FCR, CSAT, and SLA compliance.

Outlook Troubleshooting Profile Rebuilding FCR CSAT SLA Tracking Ticketing

Tele-sales Representative

Olist Nigeria

Jun 2018 - Oct 2020 (2 years 4 months)

Drove B2B onboarding efforts, increasing vendor acquisition by 35% within 6 months. Resolved 500+ support inquiries with a 97% satisfaction rating and contributed technical insights to improve merchant backend features and reduce customer friction.

Customer Support Technical Troubleshooting Merchant Backend Support Satisfaction (CSAT) Tracking Escalation Handling

Service Representative

Solarmateengineering Limited

Apr 2016 - Sep 2016 (5 months)

Supported solar/inverter troubleshooting and installations, reducing rework by 20%. Assisted with QA and documentation for engineering deployment processes to improve operational readiness.

Solar Inverter Troubleshooting Installation Field QA Support Technical Diagnostics Process documentation Rework Reduction