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Chijioke Everest

@chijiokeeverest

Message

Experienced Microsoft 365 technical support lead focused on escalation management and customer success.

Nigeria

Message

What I'm looking for

I seek a customer-focused technical role where I can lead escalations, mentor teams, improve processes, and deliver reliable Microsoft 365 and network solutions.

I am a Technical Support professional specializing in Microsoft 365 administration, network troubleshooting, and CRM solutions, with a consistent record of resolving complex technical issues and improving customer satisfaction.

As a Technical Lead and Senior Support Engineer, I have guided second-level teams, managed escalations, organized triage and knowledge-sharing sessions, and participated in product testing and system integrations to ensure smooth service delivery.

I am passionate about mentoring, process improvement, and leveraging technology to drive operational efficiency and positive customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead – Microsoft 365

Current

Tek Experts Nigeria

May 2023 - Present (2 years 5 months)

Serve as escalation point for complex Microsoft 365 issues, provide technical guidance to second-level engineers, and organize triage sessions to improve resolution efficiency and knowledge sharing.

Escalation Management Technical Troubleshooting Team Leadership Knowledge Sharing SLA Management Case Management Root Cause Analysis

Technical Support Engineer II

Tek Experts Nigeria

Feb 2022 - Apr 2023 (1 year 2 months)

Assisted users deploying and troubleshooting Microsoft 365 services, met SLA targets as part of the Microsoft Support Escalation Team, and served as POC for training new team members.

Troubleshooting Customer Training SLA Incident Management Technical Documentation

Customer Technical Support II

Swift Networks Limited

Feb 2019 - Jan 2022 (2 years 11 months)

Provided second-level support for network access, email and CCTV/server configurations, led UAT for new products, and collaborated on omnichannel integrations including WhatsApp chatbot deployments.

UAT Chatbot CCTV Server Support Customer Training

Customer Technical Support

Swift Networks Limited

Sep 2014 - Jan 2019 (4 years 4 months)

Maintained over 85% first-call resolution for Wimax and LTE broadband services, managed 1,000+ customer accounts via CRM, and escalated feedback to improve service quality.