Collins Elijah

I’m an IT Support/Technical Support Engineer focused on Microsoft 365 and secure, reliable enterprise operations. In my contract role, I collaborate with a global team to deliver solutions for enterprise customers, handle on-call weekend rotations for priority/critical issues, and improve support outcomes using AI chatbots and self-service knowledge bases.

I optimize workflows to reduce average support resolution time by 25% and consistently hit strong performance metrics (weekly RPI of 4.83). I also use telemetry and monitoring to proactively prevent incidents, validate fixes with cross-functional teams, and refine internal AI and Copilot workflows to improve search accuracy, case resolution speed, and agent productivity.

Before this, I worked as an I.T Support Engineer where I designed and maintained IT systems, networks, and databases, implemented security policies and access controls, and trained end users to reduce support incidents. I bring strong troubleshooting, clear communication, and a practical approach to system architecture—backed by Microsoft Azure and Microsoft 365 fundamentals certifications.