Open to opportunities

Abimbola Adelugba

@abimbolaadelugba

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Customer-focused technical support specialist with 3+ years supporting SaaS users and Microsoft products.

Nigeria

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What I'm looking for

I seek a remote role supporting SaaS or Microsoft products with strong team collaboration, clear SLAs, opportunities to improve product reliability, and growth in technical support responsibilities.

I am a customer-focused Technical Support Specialist with over three years of experience supporting SaaS users and Microsoft products in remote, SLA-driven environments. I consistently deliver clear, empathetic written communication and have maintained 90%+ CSAT and 95–100% SLA compliance while resolving a high volume of tickets and achieving strong first-contact resolution rates.

I specialize in troubleshooting Microsoft Windows and Office 365 suites, authentication and integration issues, MFA setup, and CRM-based ticket triage using tools like Microsoft Dynamics 365 and remote desktop utilities. I have trained and onboarded users, flagged recurring issues to engineering, and worked cross-timezone on PST schedules to meet KPIs and improve product reliability and user experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Tek Experts

Sep 2023 - Present (2 years 6 months)

Provide chat and email-based technical support for Microsoft Windows and Office 365, resolving 72% of issues on first contact and maintaining 90%+ CSAT while meeting 95–100% SLA compliance.

Microsoft Office 365 Windows Microsoft Dynamics 365 Troubleshooting

Customer Support Representative

BigFix Integrated Technologies

May 2021 - Mar 2022 (10 months)

Delivered multichannel customer support via phone, email, and social media, improved customer retention through efficient complaint resolution and collaborated with developers to escalate and resolve bugs.

Multichannel Support Bug Escalation User Onboarding Written Communication Empathy Time Management