Open to opportunities

Adaeze Obi

@adaezeobi1

Message

I resolve Azure billing issues and improve enterprise support outcomes across Microsoft cloud environments.

Nigeria

Message

What I'm looking for

I'm looking for opportunities where I can resolve complex Azure financial and cloud support issues, improve customer outcomes, lead operational improvements, and continue growing in technical leadership.

I'm currently resolving Azure billing, subscription, invoice, refund, and credit issues for enterprise customers at Tek Experts / Teknowledge, while meeting SLA targets and documenting cases.

Across Microsoft 365 and cloud infrastructure support, I've resolved more than 2,000 enterprise cases involving Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, MFA, SSO, and identity issues. I investigate discrepancies, troubleshoot complex incidents, and provide practical technical guidance that supports strong CSAT and KPI performance.

As a Team Lead, I coached support engineers, handled escalations, and helped increase team productivity by 25%, customer retention by 25%, and internal promotion rates by 40%. My work has also contributed to a 15% reduction in operational costs.

Alongside my cloud support work, I manage domestic and international travel plans and customer leads as a freelance Independent Travel Manager with ASAP Tickets. Earlier data analysis experience using SQL Server and Excel strengthened my approach to reporting, validation, and financial operations.

Experience

Work history, roles, and key accomplishments

Current

Independent Travel Manager

Current

ASAP Tickets

Jul 2026 - Present (2 months)

Plans domestic and international travel, prepares airfare quotations, and manages customer leads while recommending travel protection and hotels.

Travel Planning Customer Relationship Management Sales

Current

Azure Financial Analyst

Current

Tek Experts / Teknowledge

May 2026 - Present (4 months)

Resolves Azure billing, subscription, invoice, refund and credit issues. Investigates billing discrepancies and supports enterprise customers while meeting SLA targets.

Azure Billing Financial Analysis Customer Support SLA Management Technical Troubleshooting

Cloud Infrastructure Engineer

Tek Experts / Teknowledge

Jun 2025 - May 2026 (11 months)

Supported Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID. Troubleshot MFA, SSO and identity issues while delivering remote enterprise technical support.

Microsoft 365 Exchange Online Microsoft Teams SharePoint Online Microsoft Entra ID MFA SSO Technical Troubleshooting

Team Lead

Tek Experts / Teknowledge

Aug 2023 - Jun 2025 (1 year 10 months)

Led support engineers, coached performance, and handled escalations.

Team Leadership Coaching Escalation Management

Technical Support Engineer II

Tek Experts / Teknowledge

Mar 2023 - Jul 2023 (4 months)

Served as the primary escalation point for complex technical incidents. Conducted root cause analysis and collaborated with product teams to drive long-term solutions.

Technical Troubleshooting Root Cause Analysis Escalation Management Customer Support

Technical Support Engineer

Tek Experts / Teknowledge

Oct 2020 - Feb 2023 (2 years 4 months)

Delivered technical support for Windows environments and Microsoft 365 applications. Managed incidents from intake to resolution while maintaining accurate documentation.

Windows Microsoft 365 Incident Management Customer Support Documentation

Administrative/Data Entry Officer

Leera Consulting Firm

May 2019 - Mar 2020 (10 months)

Managed confidential client records and reporting processes. Performed data validation, billing administration, and customer support activities.

Data Entry Data Validation Billing Administration Customer Support

Customer Service Representative

Baba Yoyo Online Store

Jul 2019 - Dec 2019 (5 months)

Contributed to a 15% increase in sales conversion through customer engagement. Collaborated on website improvement initiatives that reduced customer-reported issues.

Customer Engagement