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Franklin Onuegbu

@franklinonuegbu

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Experienced Microsoft Support Specialist with expertise in IT service excellence.

Nigeria

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What I'm looking for

I am looking for a role that fosters continuous learning and offers opportunities for career growth while allowing me to leverage my technical skills to enhance customer satisfaction.

I am an experienced Microsoft Support Specialist with a strong background in Level 2 troubleshooting, system administration, and network maintenance. My expertise lies in managing Microsoft 365 environments, including Exchange Online and Azure AD, where I have successfully diagnosed and resolved complex IT issues. I am passionate about customer success and continuously strive for excellence in IT service delivery.

During my tenure at Microsoft, I provided Level 2 technical support, collaborating with internal teams to enhance support processes and customer satisfaction. I have developed a comprehensive IT Support Troubleshooting Guide that streamlined issue resolution, significantly reducing support ticket volume. My commitment to continuous learning and innovation drives me to implement effective solutions that optimize user support and system performance.

Experience

Work history, roles, and key accomplishments

Windows & M365 Technical Support

Microsoft: Upwork Amplified

May 2020 - Mar 2023 (2 years 10 months)

Provided Level 2 technical support for Microsoft 365 and Windows-related issues, collaborating with teams to enhance customer satisfaction. Managed escalations, performed root cause analysis, and maintained Microsoft 365 environments, ensuring efficient incident handling.

Incident Management Root Cause Analysis Email Security Azure AD Troubleshooting Customer Satisfaction Ticketing Systems

Technical Support Intern

PRISUNDRA NIG LTD

Sep 2018 - Aug 2019 (11 months)

Provided advanced technical support for Windows OS and hardware issues. Installed and maintained workstations and servers, and led network troubleshooting efforts, collaborating with system administrators to enhance IT infrastructure.

Hardware Installation Infrastructure Security Compliance Collaboration Technical Support Software Configuration

Education

Degrees, certifications, and relevant coursework

Federal University of Technology Owerri

Bachelor of Science, Information Management Technology

2012 - 2017

Studied Information Management Technology with a focus on network security protocols, firewall configuration, and intrusion detection. Gained knowledge in LAN, WAN, VPN, and cloud networking fundamentals, as well as Active Directory management and domain configurations. Explored Azure and AWS cloud solutions, virtual machines, and IT service management.