adeagbo timi

At Tek Experts, I resolve Microsoft 365 and account-related issues for global enterprise users across email, chat, phone, and remote support. I've handled 8,000+ cases across two roles while maintaining CSAT scores of 4.85–4.97, SLA compliance of 95–98%, and 100% QA quality.

I troubleshoot Microsoft 365, Exchange Online, SharePoint Online, Teams, OneDrive, Windows, Outlook, connectivity, permissions, MFA, and SSO issues. I manage high-volume caseloads independently, coordinate escalations with specialist teams and vendors, and maintain clear case documentation.

I've trained 20 new support agents to work independently within one week and created knowledge-base content that improves self-service. I also flagged recurring OneDrive sync failures to engineering, contributing to a fix that reduced related tickets by 60%.