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Emmanuel Peter

@emmanuelpeter2

Technical Support Engineer at Tek Experts who resolved 1,000+ Microsoft 365 tickets at 82% satisfaction.

At Tek Experts, I resolved more than 1,000 Microsoft 365 support tickets with an 82% satisfaction rate. I provided Tier 2/3 support for Exchange Online, SharePoint, Teams, and OneDrive, and explored PowerShell scripts for configuring Microsoft tenants.

At Modsquad, I resolved 80% of customer queries on first interaction through Zendesk and helped develop an FAQ that reduced inquiries by 15%. My experience also includes customer collections at BlueRidge Microfinance Bank and teaching physics and mathematics.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Tek Experts

Apr 2024 - Jul 2026 (2 years 3 months)

Resolved over 1000 M365 related support tickets with an 82% satisfaction rate. Provided Tier2/3 support for Microsoft 365 applications and implemented policies for data protection and compliance.

Microsoft 365 Exchange Online SharePoint Teams One Drive PowerShell Troubleshooting Data Protection Compliance

Customer Support Specialist

Modsquad

Mar 2023 - Mar 2024 (1 year)

Resolved 80% of queries in first interaction through Zendesk and managed support tickets while meeting SLA response timelines with a CSAT score of 88%. Developed a new FAQ reducing inquiries by 15%.

Zendesk Ticket Management SLA CSAT FAQ Development Escalation Handling

Collection Officer

BlueRidge Microfinance Bank

Jan 2021 - Dec 2022 (1 year 11 months)

Handled 60+ calls daily informing customers of overdue bills with a collection rate of 65%. Successfully collected debts in excess of $90,000 over two years and maintained records for over 200 clients.

Debt Collection Client Communication Account Management Record keeping

Physics Teacher

Cleverhill International School

Mar 2015 - Mar 2020 (5 years)

Designed and delivered engaging lessons for senior secondary students. Supervised science projects and prepared students for WAEC and JAMB exams, integrating simulations and digital tools.

Lesson Planning Science education WAEC Preparation JAMB Preparation Digital Tools

Mathematics Teacher

National Youth Service Corps (NYSC)

Mar 2013 - Mar 2014 (1 year)

Taught Mathematics using a blended-learning approach, increasing student participation to 90%. Spearheaded a community anti-drug campaign educating motorcycle riders on the dangers of hard drug use.

Blended Learning Mathematics Instruction Community Outreach Public Speaking