Open to opportunities

Chidinma Chimezie

@chidinmachimezie

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Technical Support Engineer focused on incident resolution and customer-first SLA delivery.

Nigeria

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What I'm looking for

I’m looking for a role where I can own customer escalations, perform root-cause troubleshooting, and drive improvements through knowledge-base documentation—working closely with Engineering and QA in a fast-paced environment focused on SLAs and customer satisfaction.

I’m a results-driven Technical Support Engineer and Incident Manager with 3 years of experience delivering end-user support in fast-paced technology environments. I troubleshoot complex customer issues through live chat, email, Microsoft Teams, and remote support while consistently meeting SLA and customer satisfaction targets.

In incident management, I serve as the primary escalation point, owning cases from initial report through resolution. I investigate root causes, coordinate with Engineering, Product, and QA to resolve technical issues, and monitor progress using RMEX and CaseBuddy to ensure support KPIs are met.

I also improve long-term outcomes by identifying recurring issue trends, creating and maintaining knowledge-base documentation, and sharing actionable insights to reduce repeat incidents. I’ve supported Microsoft-related products across EMEA, US, and APAC, guiding non-technical users through troubleshooting and supporting global customers across time zones.

Experience

Work history, roles, and key accomplishments

Incident Manager

TEKNOWLEDGE

Dec 2025 - Jun 2026 (6 months)

Managed moderate to highly complex customer incidents for global customers as the primary escalation point, owning cases from initial report through resolution. Troubleshot issues in real time, performed root-cause investigation, coordinated with Engineering, QA, and Product teams, and ensured SLA/KPI adherence while updating knowledge-base articles.

Incident Management Customer Escalation Email Support Live Chat Support Remote Support Root Cause Analysis Case Management SLA Management KPIs Trend Analysis Knowledge Base

Technical Support

TEKNOWLEDGE

Nov 2023 - Nov 2025 (2 years)

Provided technical support for Microsoft-related products and services across EMEA, US, and APAC regions. Conducted root-cause analyses, documented faults and bugs for development teams, delivered remote assistance, and supported customers via calls, emails, and chat with clear technical explanations.

Technical Support Root Cause Analysis Remote Assistance Email Chat Cross Regional Support

Microsoft Leap Apprenticeship Program

Tek-Experts Nigeria

Sep 2023 - Present (2 years 10 months)

Completed the Microsoft Leap Apprenticeship Program with basic hands-on exposure to Azure and Microsoft 365 tools. Participated in workshops and project presentations while building technical and soft skills through time-bound task delivery and collaboration across regions.

Azure Microsoft 365 Workshops Presentation Collaboration

Education

Degrees, certifications, and relevant coursework

Tek-Experts Nigeria

Microsoft Leap Apprenticeship Program, Software and Cloud (Azure, Microsoft 365)

2023 -

Completed the Microsoft Leap Apprenticeship Program, gaining hands-on exposure to tools including Azure and Microsoft 365 through workshops and projects.