Open to opportunities

Alabi Damilola

@alabidamilola

Cloud & Microsoft 365 Technical Support Engineer specializing in troubleshooting, security, and SLA-driven customer success.

Nigeria

Message

What I'm looking for

I’m looking for a role where I can own end-to-end Microsoft 365 troubleshooting, maintain strong SLA and CSAT performance, collaborate with engineering teams on advanced escalations, and keep growing in cloud infrastructure and network security in a customer-first environment.

I’m a results-driven Cloud & Systems Technical Support Engineer with hands-on experience troubleshooting Microsoft 365 cloud services for enterprise customers. I diagnose and resolve complex issues across collaboration, messaging, security, and productivity—while guiding non-technical users through step-by-step resolutions.

In my current role, I provide frontline support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Purview. I investigate email delivery and mail flow problems (connectors, transport rules, DKIM/DMARC/SPF) and remediate security incidents such as phishing attacks and compliance violations—maintaining strict SLA compliance.

I’m consistently recognized for performance, including CSAT scores above 4.76 from December 2024 to present and average case closure within 1–5 days, alongside monthly IPD productivity above 90 during high ticket volumes. I enjoy collaborating with specialized engineering teams to escalate and resolve advanced issues that ensure seamless customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

TeKnowledge Global

Aug 2024 - Present (1 year 10 months)

Provided frontline Microsoft 365 enterprise support, troubleshooting Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Purview. Diagnosed secure mail flow issues (DKIM/DMARC/SPF, connectors, transport rules), maintained SLA compliance, and sustained CSAT above 4.76 while closing cases in 1–5 days.

Microsoft 365 Exchange Online Microsoft Teams SharePoint Online Microsoft Purview Mail Flow Connectors And Transport Rules

Lead Developer / IT Support

McReal Online Network Systems Limited

Jan 2024 - Jul 2024 (6 months)

Administered IT infrastructure and supported users through system configuration, network troubleshooting, and security management with minimal downtime. Managed user accounts and access controls, performed performance audits, implemented optimization strategies, and mentored junior team members on administration best practices.