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Goodnews essien

@goodnewsessien

Senior Technical Support Engineer specializing in Office 365, endpoint management, and remote troubleshooting with automation.

Nigeria

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What I'm looking for

I’m looking to own 2nd line technical support end to end—administering Office 365 and endpoints (SCCM/Intune), resolving issues remotely, improving workflows with Redmine/RFCs, and using Python automation plus training to strengthen cyber awareness.

I’m a Senior Technical Support Engineer with four years owning 2nd line IT support, resolving escalated hardware, software, networking, and account issues end to end while communicating clearly with non-technical users.

I administer Office 365 (Exchange, Exchange ActiveSync, Teams, and user accounts) and manage endpoints at scale using SCCM and Microsoft Intune. I also deliver remote support across Windows and macOS through Windows Remote Desktop (RDP), diagnosing issues without on-site access.

I’m disciplined about change management—using RFCs and tracking issues and resolutions in Redmine for auditability—and I write documentation and repeatable troubleshooting guides that reduce repeat tickets. I build with Python scripting and automation, and I’ve delivered technical presentations and user training to raise cyber awareness and threat-prevention practices.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Engineer

Watchtower

May 2022 - May 2026 (4 years)

Owned 2nd-line IT support for end users, resolving escalated hardware, software, networking, and account issues while communicating clearly with non-technical staff. Administered Office 365 (Exchange, Exchange ActiveSync, Teams) and endpoints using SCCM and Intune, provided remote troubleshooting via RDP, and supported change tracking through RFCs and Redmine alongside documentation and training.

Help Desk Office 365 Administration ActiveSync Microsoft Teams Microsoft Intune SCCM Windows MacOS RDP Redmine RFC Change Management Technical Documentation Technical Presentations Training Delivery CRM Integration

Founder & Lead Service Delivery

Gi Creatives

Jan 2022 - Jan 2026 (4 years)

Ran part-time, client-facing service delivery for international clients, applying troubleshooting and documentation discipline to web, platform, and account issues. Built a Python data-validation pipeline and an HTML dashboard with live API integration to improve debugging, error handling, and end-user reliability.

Client Facing Troubleshooting Technical Documentation Python Data Validation API Integration Debugging Error Handling

Education

Degrees, certifications, and relevant coursework

Cybersecurity Career Curriculum

Cybersecurity Career Curriculum, Cybersecurity

2024 -

Three-phase self-directed cybersecurity program started in 2024 and is currently in progress, focusing on advanced specialization.

Coursera (Google)

Google IT Support Professional Certificate, IT Support

2023 - 2023

Completed the Google IT Support Professional Certificate on Coursera (audited) covering IT fundamentals, networking, operating systems, troubleshooting, and security in 2023.