Abimbola Adelugba
@abimbolaadelugba
Customer-focused technical support specialist with 3+ years supporting SaaS users and Microsoft products.
What I'm looking for
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
Customer Support Specialist
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.
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.
Education
Degrees, certifications, and relevant coursework
Olabisi Onabanjo University
Bachelor of Science, Transport Management
Grade: Second Class (Lower Division)
Bachelor of Science in Transport Management completed in August 2019, awarded Second Class (Lower Division).
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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