Grace Aina

Administered Microsoft 365 services (MS Teams, Exchange, SharePoint, OneDrive, and Admin Center) and resolved enterprise infrastructure and integration issues with 100% completeness to ticket resolutions. Managed troubleshooting and escalations with SLAs/KPI tracking and educated administrators on licensing, performance, and utilization.

Installed, configured, and upgraded SharePoint systems and resolved 90% of critical issues within SLA through complex infrastructure troubleshooting. Maintained 98% CSAT and supported SharePoint/OneDrive data archiving and recovery, with migrations reducing downtime by 15% and improving performance by 20%.

Monitored and analyzed customer network traffic, compiling reports to support security and operational decision-making. Reduced data redundancy by 30% via streamlined ETL processing and lowered network downtime by 20% through CISCO IOS upgrades and scripting-based troubleshooting.

Defined SLAs for system performance and uptime and ensured monitoring against agreed targets. Automated data flow for analysis and reporting using Unix commands, and debugged/refactored existing code to eliminate issues impacting system stability.

Planned and monitored projects and developed features that improved site functionality. Participated in code reviews, reducing post-deployment issues by 30%, and produced project documentation, status reporting, and policy/procedure reports.

Prepared lecture notes, supervised examinations, and recorded student scores as part of NYSC teaching duties. Maintained strong interpersonal relationships and supported effective classroom delivery.

Completed a Design Thinking online course.

Completed a Diploma in Advanced Microsoft Excel.

Completed a Network Defense course.

Completed an Endpoint Security course.

Completed Microsoft Security, Compliance and Identity Fundamentals.

Completed Fundamentals of Azure AI Services.

Completed an online course on Data Science and Analytics.

Completed Becoming a Cloud Practitioner.

Completed Advanced Cloud Services.

Completed an Inventory Management course.

Completed a Cyber Threat Management course.

Completed an Effective Presentation course.

Completed Microsoft 365 Copilot training.

Earned an Oracle Database 11g SQL Certified Expert certification.

Earned an ITIL V3 Foundation Certificate in IT Service Management.

Earned a Microsoft Certified Technology Specialist (MCTS) certification.

Completed a Proficiency Certificate Course in Management.

Completed an Advanced Certificate Course in Leadership and Management.

Grade: Second Class

Activities and societies: Pen circle, IAESTE, CDI,

Earned a B.Sc. in Applied Physics and Electronics (Second Class).

Listed as a professional membership qualification.