Dauda Jamal

I’m a Microsoft 365 Support Engineer and IT Support Specialist with 4+ years of experience delivering Tier 1 and Tier 2 enterprise technical support. I focus on Microsoft 365 administration, customer support, and infrastructure troubleshooting while keeping service quality high.

In my current role as a Microsoft 365 Support Engineer (Tier 2) at Tek Experts, I resolve complex cloud service, identity, and configuration issues. I troubleshoot Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Outlook, and Microsoft Entra ID, handling user access, authentication, permissions, and collaboration service incidents.

I’m strong in incident management, escalation handling, and SLA management, and I work cases through ticketing systems and remote support sessions. I perform root cause analysis, collaborate with Microsoft escalation teams for complex problems, and document solutions through technical documentation and knowledge articles.

Previously, as an IT Support Engineer at Oak Telecom and Technology Consulting Limited, I supported Windows environments and user productivity tools while administering Active Directory (user accounts, onboarding, password resets, permissions, and Group Policy). I also handled endpoint deployment, software installation, patch management, and network troubleshooting (DNS, DHCP, VPN, and LAN/WAN connectivity), always aiming for clear communication and continuous improvement.