Francis Erewhesa

I’m a results-driven Application Support Engineer and Technical Lead with 3+ years of experience supporting SaaS products—especially MS Dynamics 365 CRM Customer Service applications. I’m motivated by solving hard problems quickly, communicating clearly, and helping teams deliver consistently high-quality customer support.

In my current role as Technical Lead, Technical Support at Teknowledge Nigeria, I serve as the first point of contact for escalated tickets and drive faster resolution so our team meets monthly KPIs. I also run weekly hurdle meetings to review difficult tickets, guide engineers with practical troubleshooting direction, and mentor team members to strengthen their technical capability.

Before this, I supported customers transitioning from Zoho CRM to Dynamics 365 and helped deliver Contact Center outcomes, including Omnichannel on Dynamics 365 Contact Center and implementation of contact center channels. I also supported integrations such as Copilot Bot on messaging, voice, and WhatsApp channels, and worked with senior resources and developers to rebuild the CRM from the ground up and implement a D365 prototype with stakeholder and end-user feedback.

I’ve also built capability through training: I worked as a Technical Trainer and Development role, enhancing newly hired engineers’ knowledge of CRM Customer Service applications and standardized troubleshooting workflows. I bring a mix of CRM expertise and hands-on technical proficiency—from Power Apps/Power Automate solutions to PC maintenance, network troubleshooting, and printer troubleshooting—to keep issues moving from diagnosis to resolution.