Open to opportunities

Deborah LongJohn

@deborahlongjohn

Message

I resolve Microsoft 365 and Windows support issues for enterprise users.

Nigeria

Message

What I'm looking for

I'm seeking a forward-thinking, collaborative organization where I can support technology users, contribute to team success, grow professionally, and work in remote, hybrid, or on-site roles globally.

I've supported enterprise and individual users at Teknowlege/Microsoft Nigeria, resolving Windows OS, Microsoft 365, cloud application, and network issues for more than 200 users with a 94% resolution rate.

I configure and support OneDrive, SharePoint, and Teams; troubleshoot login, sync, Outlook, connectivity, and software issues; and manage more than 60 daily cases while maintaining SLA compliance, 98% CSAT, and QA scores. I've also created knowledge-base articles, escalated critical incidents clearly, and trained junior agents in troubleshooting, communication, and CRM usage.

My earlier support work at Etisalat Nigeria and Xentara Solutions strengthened my experience with help desks, device setup, connectivity, CRM documentation, Zendesk, remote support, onboarding, and customer guidance. I bring technical know-how, empathy, and a commitment to making every user interaction build trust and confidence.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Teknowlege/Microsoft Nigeria

May 2023 - Dec 2024 (1 year 7 months)

Provided Tier 1 and Tier 2 remote technical support to over 200 users, managing daily inquiries related to Windows OS, Microsoft 365 apps, and network issues with a resolution rate of 94%. Deployed and configured cloud applications, maintained a 98% CSAT and QA score, and authored knowledge base articles to reduce repeat queries.