kelvin michael
@kelvinmichael
IT Support Specialist delivering SLA-driven Microsoft 365 and Windows support with 95% customer satisfaction.
NigeriaWhat I'm looking for
I’m a results-driven IT Support Specialist with 4+ years of experience providing remote and on-site technical support across Microsoft 365, Windows, and cloud-based environments. I’ve achieved 95% customer satisfaction, 95% firstcontact resolution, and reduced escalations by 99% in SLA-driven service desks.
I troubleshoot hardware, software, networking, and cloud technologies while delivering exceptional customer service—whether I’m resolving Outlook, Exchange Online, Teams, and SharePoint issues or handling mailbox migrations and Microsoft 365 licensing and user configurations. I document incidents using ServiceNow and Freshdesk, escalate complex cases to L3 engineers or Microsoft support, and bring a clear, end-user-focused communication style.
Experience
Work history, roles, and key accomplishments
Microsoft 365 Support Specialist
Freelance
Jan 2023 - Jan 2025 (2 years)
Provided remote technical support for Outlook, Exchange Online, Teams, and SharePoint, including mailbox migrations and post-migration troubleshooting. Achieved 95% customer satisfaction and 95% first-contact resolution while reducing escalations by 99% in SLA-driven service desks using ServiceNow and Freshdesk.
Education
Degrees, certifications, and relevant coursework
Kwararafa University
Bachelor of Science in Business Administration, Business Administration
Earned a B.Sc. in Business Administration from Kwararafa University in Wukari.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
Skills
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