Open to opportunities

Dolapo Ladele

@dolapoladele

Message

I’m a Technical Support Engineer who resolves Microsoft 365 issues fast and drives tickets to closure.

Nigeria

Message

What I'm looking for

I’m looking to join a reputable organization where I can use my Level 2 Microsoft 365 support experience, analytical troubleshooting, and customer-focused communication to resolve issues quickly and help achieve organisational goals.

I’m a dynamic graduate of Physics with “vast experience in Office Administration, Network administration, and Customer service,” built into my day-to-day support work. I bring strategic planning, strong communication, and a detail-focused approach to every ticket, escalation, and customer interaction.

In my current role as a Level 2 Technical Support Engineer (Stage 2—Microsoft M365) at Upworks Inc (Remote), I manage tickets on the Microsoft 365 support portal and drive them to resolution remotely. I provide step-by-step technical help (verbal and written), use remote diagnostics to troubleshoot from the backend, and resolve/close 4–7 tickets daily.

Before that, I delivered the same Level 2 Microsoft 365 support at Tek-Experts in Victoria Island, Lagos (Feb. 2020–July 2023). I escalate unresolved cases to tier 3 support, update ticket drivers via phone call or email, and push for product improvements by escalating feature requests to the product team when limitations affect customers.

Earlier in my career, I worked as a Software Tester / Analyst at Transsion Holdings, designing testing plans, finding and reporting bugs, and advising product management on optimization. I’ve also supported learning environments as a Physics Laboratory Instructor and IT Staff at Hallmark University, and built foundational networking skills through an IT Support Staff Intern role at LAUTECH ICT Centre.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Upworks Inc

Feb 2024 - Present (2 years 4 months)

Handled Level 2 Microsoft 365 support tickets remotely through the Microsoft support portal and drove issues to resolution. Resolved 4–7 tickets daily using remote diagnostics, escalated unresolved cases to Tier 3, and coordinated with product teams on requested O365 feature rollouts.

Microsoft 365 Support Ticket Resolution Exchange Online Microsoft Teams Troubleshooting Customer Support Problem Solving

Technical Support Engineer

Tek-Experts

Feb 2020 - Jul 2023 (3 years 5 months)

Provided Level 2 remote support for Microsoft 365 business customers by managing support portal tickets and guiding step-by-step fixes in written and verbal form. Resolved/closed 4–7 tickets daily and escalated unresolved issues to Tier 3 while updating stakeholders on ticket status.

Microsoft 365 Support Ticketing Troubleshooting Remote Support Exchange Online Microsoft Teams Escalations Customer Service

Software Tester / Analyst

Transsion Holdings

Feb 2019 - Feb 2020 (1 year)

Created testing plans based on management requirements and delivered testing activities on schedule. Identified and reported bugs using OS tools, compared internal systems with competing products, and advised product teams on optimization opportunities.

Software Testing Test Planning Bug Reporting Quality Control OS Analysis Product Optimization

IT Staff

Hallmark University

Jun 2018 - Apr 2019 (10 months)

Installed, maintained, upgraded, and repaired ICT equipment while resolving hardware and software issues to minimize disruption to teaching and learning. Managed inventories and handled licensing-compliant software installations, along with preventive maintenance and school network upkeep.

ICT Support Maintaining Networks Inventory Management Installation Licensing Compliance Customer Service Preventing Downtime

Physics Laboratory Instructor

Hallmark University

Jun 2018 - Apr 2019 (10 months)

Prepared, maintained, and repaired physics laboratory apparatus, diagnosing equipment malfunctions across optical, electrical, and mechanical systems. Instructed students on lab equipment and procedures while ensuring safe operation and handling of hazardous materials.

Physics Lab Instruction Troubleshooting Safety Compliance Optical Electrical Mechanical Repairs Equipment Calibration

IT Support Intern

LAUTECH ICT Centre

Aug 2015 - Feb 2016 (6 months)

Assisted with network infrastructure installation and intranet support by helping manage, maintain, and update network components. Configured Mikrotik routers, supported structured cabling, and performed hardware/software troubleshooting including fiber optic patch cord splicing.

Network Installations Structured Cabling Mikrotik Intranet Management Patch Panels & Hubs