Michael Onyegide

Manage your team to ensure exceptional customer service across technical service lines.

Support the personal development of your team through training and coaching.

Act as primary escalation point for team operational issues and customer delivery management.

Provide accurate and timely communication to all stakeholders in a customer support issue.

Attend regular operational and business review

· Provided guidance and mentorship to team members as the subject matter expert in Microsoft technologies.

· Successfully led a team of technical support engineers in resolving complex issues related to Microsoft products, resulting in a 15% increase in customer retention.

· Collaborated with cross-functional teams to identify and address product issues, leading to timely resolutions and improve

• Provide world-class customer experience with every interaction
• Engage and empathize with customers to support and resolve technical issues through completion
• Develop, foster and maintain highly effective customer interaction
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Accurately document all work performed through ticketing system includ

Delivered end-to-end M365/O365 technical support, administration, and licensing management while accurately documenting tickets and analyzing trends to escalate recurring bugs to engineering. Mentored team members on complex technical issues and collaborated across functions to ensure timely incident resolution and an exceptional customer experience.

· Provide world-class customer experience with

Ensure exceptional customer service is delivered through a team of support engineers
Build and manage an end-to-end service operations team of 9 - 10 passionate professionals and be responsible for ensuring there is the right resource for the cases at hand.
Engage in technical problem solving across multiple technologies; often researching new methods to apply to the situation.
Consistently del

Served as the first escalation point for Microsoft 365 issues, ensuring timely resolution and customer satisfaction.

Lead a team to
Install both Point to Point and Multipoint devices, studying them to pick up on any potential network issues
Create reports of the customers they serviced that day
Follow all of the company's procedures
Demonstrate how to use the equipment
Troubleshoot any problems the customers are having
Meet all of the appointments in a given day
Respond quickly to customer problems
Advise custo

· Team Leadership & Field Operations: Led a team of field technicians executing the installation, alignment, and commissioning of Point-to-Point (P2P) and Point-to-Multipoint (P2MP) wireless bridging architectures.

· Network Analysis & Optimization: Conducted pre- and post-installation RF diagnostics and link budget analysis to proactively identify and mitigate latency, interference, or potential

Provided operational and technical support, ensuring smooth field operations and customer service.

Gather relevant data for the company's use.
Interprete data and analyse results using statistical techniques.
Study the business trends and patterns in the industry and strategise on the best possible decision that will ensure productivity.
Profer technological changes to the management of the company.
Update IT systems and databases from time to time after gaining managerial approval

Provided customer service support during internship.