Chika Chukwu

I am a results-oriented Technical Support Engineer with over 5 years of experience in providing enterprise-level support for IT and security solutions. My expertise lies in troubleshooting complex technical issues, email resolution, networking, and cloud technologies such as AWS and Azure. I thrive in fast-paced environments and am dedicated to improving customer success metrics while enhancing system reliability through proactive problem-solving.

In my current role as a Technical Support Team Lead at Microsoft, I lead a team of over 10 technical support engineers, where I have successfully improved team efficiency by 30% through process standardization. I manage over 1,000 support tickets each month, ensuring a first-contact resolution rate exceeding 90%. My initiatives have significantly reduced email-related issues and optimized support workflows, decreasing ticket resolution time from 24 hours to just 12 hours.

My commitment to customer satisfaction is evident in my previous roles, where I consistently achieved high customer satisfaction ratings and developed user-friendly solutions to enhance the customer experience. I am passionate about continuous learning and currently pursuing certifications in AWS and ITIL to further enhance my skills and contribute effectively to my team and organization.