Chigozie Agbah

I’m a results-driven Technical Support Engineer with 8+ years supporting enterprise users, cloud productivity environments, identity management systems, and business-critical applications. I focus on improving Mean Time to Resolution (MTTR), maintaining SLA compliance, and restoring services fast through strong incident management and root cause analysis.

Since Jan 2024, I’ve been supporting Microsoft Azure Entra ID and Microsoft cloud productivity for 100+ users weekly. I reduced recurring technical incidents by 40% by applying detailed RCA and corrective actions, and improved MTTR by 37% through process optimization and streamlined support operations.

From Sept 2020 to Dec 2023, I resolved 42+ technical incidents monthly while improving operational continuity. I achieved 80% first-response resolution within 10 minutes, performed RCA on recurring application and infrastructure issues, managed escalations with cross-functional teams, and maintained 92% customer satisfaction in high-pressure environments.

Before that, I worked as an IT Administrator where I maintained IT infrastructure and provided first-line troubleshooting for software, hardware, user access, and connectivity. I keep building on this foundation with continuous learning in Microsoft cloud technologies and by practicing PowerShell automation to reduce repetitive administrative tasks.