Dominic Ohere
@dominicohere
Technical Support Engineer specializing in Microsoft 365, cloud troubleshooting, and customer-focused IT support.
NigeriaWhat I'm looking for
I am an experienced Technical Support Engineer with deep expertise in Microsoft 365, Azure AD Connect synchronization, and O365 application deployment across Windows and macOS. I consistently take ownership of customer issues and drive them to resolution while maintaining strong communication and empathy.
During my tenure at Tek Knowledge, I supported end users, system administrators, and solution integrators via phone, email, and chat, achieving a closure rate of over 80 resolved tickets per month and following SLA-driven escalation procedures. I also delivered product support for Autodesk users, translating complex technical concepts into user-friendly guidance.
As a freelance Microsoft 365 Specialist I perform system health assessments, backups, and ongoing troubleshooting for cloud M365 clients, and I am comfortable using tools such as Salesforce Service Cloud, Zendesk, TeamViewer, and LogMeIn Rescue. I embrace new technologies and bring a detail-oriented, customer-first approach to technical support.
I hold a Master’s in Clinical Psychology (University of Lagos, 2025), a Google IT Support Professional Certification (Coursera, 2024), and Cisco’s Introduction to Cybersecurity (2023). I am motivated to join a dynamic team where I can continue growing my technical skills and contribute to excellent customer outcomes.
Experience
Work history, roles, and key accomplishments
Microsoft 365 Specialist
Freelance
Dec 2019 - Present (6 years 1 month)
Delivered freelance Microsoft 365 and hybrid environment support including Azure AD Connect troubleshooting, O365 deployments on Windows and macOS, backups, and client follow-ups to ensure system health.
M365 Technical Support Engineer
Tek Knowledge
May 2024 - Aug 2025 (1 year 3 months)
Owned and resolved Microsoft 365 and Azure AD Connect issues, delivering cloud and hybrid support while maintaining >80 ticket closures per month and following SLA escalation procedures.
Autodesk Support Agent
Tek - X
Jun 2020 - Jan 2024 (3 years 7 months)
Provided empathetic, solution-focused support for Autodesk products (AutoCAD, Revit, Fusion 360, Maya), escalated product issues to engineering, and maintained customer satisfaction via follow-ups.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Science, Clinical Psychology
Master's program in Clinical Psychology at the University of Lagos, expected completion in 2025.
Coursera (Google)
Professional Certificate, IT Support
Completed the Google IT Support Professional Certificate via Coursera in 2024.
CACisco Networking Academy
Online Course Certificate, Cybersecurity
Completed the Cisco 'Introduction to Cybersecurity' course in 2023.
National Youth Service Corps
Certificate of National Service, National Service
Completed the mandatory one-year national service and received the Certificate of National Service in 2021.
Relate Africa Institute
Training Certificate, Counselling
Completed training in Relationship, Family and Marriage Counselling in 2019.
Microsoft AI Skills Fest
Event Participation, Artificial Intelligence
Participation in Microsoft AI Skills Fest (record acknowledged in 2025).
Google Digital Skills for Africa
Training Certificate, Digital Marketing
Completed the Fundamentals of Digital Marketing training through Google's Digital Skills for Africa in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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