Looking for a job

Nathaniel Omole

@nathanielomole

Microsoft Teams support engineer at Upwork resolving complex voice incidents and configuring call flows for enterprise users.

Nigeria

Message

What I'm looking for

I’m eager to build on my Microsoft cloud and support background while developing my knowledge of artificial intelligence and Azure AI, and applying new skills to customer and technical support scenarios.

At Upwork, I support enterprise Microsoft Teams Phone and voice environments, investigate complex incidents, and configure call flows, auto attendants, and routing policies. I also use Call Quality Dashboard (CQD) and analytics to identify calling issues.

Previously, I supported Microsoft Teams and Microsoft 365 at Upwork and Tek Knowledge. I resolved incidents involving Teams, Outlook, SharePoint Online, OneDrive, and Exchange Online, and maintained customer satisfaction scores above 90% as a Technical Support Engineer.

At Tek Knowledge, I led escalations for complex Teams Voice incidents and mentored 12 Microsoft 365 engineers. I hold Microsoft certifications in Teams administration, collaboration communications, identity and access, and information protection, and I'm learning Microsoft AI fundamentals while preparing for the AI-901 exam.

Experience

Work history, roles, and key accomplishments

Current

Microsoft Teams Subject Matter Expert

Current

Upwork

Jan 2024 - Present (2 years 9 months)

Support enterprise Microsoft Teams Phone and voice environments, investigate and resolve complex Teams Voice incidents, and configure call flows and routing policies. Monitor call quality and integrate Teams Calling with CRM systems.

Microsoft Teams Teams Phone Teams Enterprise Voice Quality Dashboard Direct Routing SIP Trunking CRM Integration Troubleshooting SLA Management

Enterprise Support Engineer – Microsoft Teams

Upwork

Jan 2024 - Dec 2024 (11 months)

Resolved enterprise incidents across Teams Phone System, Direct Routing, Operator Connect, and related services while meeting SLA and CSAT targets. Managed escalations and diagnosed Teams virtual desktop issues.

Microsoft Teams Teams Phone Direct Routing Operator Connect SIP Endpoints Troubleshooting Escalation Management Call Quality Monitoring

M365 Support Engineer

Upwork

Jan 2023 - Dec 2024 (1 year 11 months)

Provided advanced support for Microsoft Teams, Outlook, SharePoint Online, OneDrive, and Microsoft 365 Defender. Investigated and resolved issues across desktop and mobile, including mail flow, sync, and tenant configuration.

Microsoft Teams Outlook Exchange Online SharePoint Online One Drive Microsoft 365 Defender Troubleshooting Tenant Configuration MFA Conditional Access

Technical Lead – Microsoft Teams

Tek Knowledge

Jan 2022 - Dec 2022 (11 months)

Led escalations for complex Teams Voice and collaboration incidents, improved SLA adherence, and mentored 12 Microsoft 365 engineers. Collaborated with carriers and internal teams to resolve recurring service issues.

Microsoft Teams Escalation Management SLA Adherence Mentorship Root Cause Analysis Collaboration Troubleshooting

Technical Support Engineer – Microsoft Teams

Tek Knowledge

Jan 2021 - Dec 2022 (1 year 11 months)

Resolved Tier 1 and Tier 2 Microsoft Teams and Microsoft 365 incidents through chat, email, and phone, maintaining customer satisfaction scores above 90%. Owned cases from intake to resolution and created knowledge-base articles.

Microsoft Teams Microsoft 365 Customer Support Troubleshooting Case Management Knowledge Base Writing SLA Compliance