Chinedu Okam
@chineduokam
Technical Support Engineer specializing in Microsoft 365 and Exchange Online, driving faster resolutions.
NigeriaWhat I'm looking for
I’m a Technical Support Engineer with 5+ years supporting enterprise clients, specializing in Exchange Online and hybrid environments. I focus on advanced troubleshooting, clear communication, and reducing downtime for end users.
In M365 support roles, I’ve diagnosed and resolved complex issues across mail flow, authentication (Azure AD/MFA), and Exchange Online performance—reducing MTTR by 15%. I also manage high-volume caseloads (15–20 active tickets) while maintaining 95%+ CSAT through effective problem solving and customer management.
I bring escalation-level expertise for Exchange Hybrid deployments and tenant-to-tenant migrations, and I use PowerShell automation to streamline repetitive tasks like mailbox provisioning and bulk permission changes. I’ve supported incident resolution as well as knowledge sharing, authoring 10+ internal knowledge base articles to standardize solutions and empower Tier 1 support.
Experience
Work history, roles, and key accomplishments
Acted as first point of contact for M365 incidents and requests, achieving 70% first-contact resolution. Performed message trace analysis to resolve email delivery delays and EOP policy issues, and improved deliverability/security using SPF, DKIM, and DMARC.
M365 Technical Support Engineer
Teknowledge
Jan 2025 - Present (1 year 5 months)
Diagnosed and resolved complex Microsoft 365 and hybrid Exchange issues, reducing MTTR by 15%. Managed 15–20 concurrent tickets with 95%+ CSAT, served as escalation point for hybrid/migrations, and automated user provisioning and bulk permissions with PowerShell.
Technical Advisor & Ops Analyst
Federal Ministry of Works
Aug 2021 - Dec 2024 (3 years 4 months)
Investigated and guided resolution of staff-reported technical issues, including remote troubleshooting and product setup/configuration support. Produced weekly/monthly/quarterly operational reports, analyzed operational costs for efficiency improvements, and escalated unresolved issues with detailed documentation to engineering teams.
Education
Degrees, certifications, and relevant coursework
University of Port Harcourt
Bachelor of Technology (B-Tech), Geology/Mining Technology
2019 -
Pursued a Bachelor of Technology (B-Tech) in Geology/Mining Technology at the University of Port Harcourt starting in November 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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