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Ogochukwu Nwafor

@ogochukwunwafor

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Azure technical support engineer improving cloud reliability with automation and security expertise.

Nigeria

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What I'm looking for

I’m looking for a cloud technical-support role where I can use Azure, automation, and security to improve SLAs, reduce downtime and costs, and drive high customer satisfaction—open to remote work or relocation and eager to mentor others.

I’m a strategic IT professional with extensive experience in cloud computing, technical support, and network infrastructure. I bring proven expertise in Microsoft Azure, automation, and system security, with measurable business impact including efficiency, downtime reduction, and cost savings.

As an Azure Technical Support Engineer at TeKnowledge, I delivered remote technical support for Azure deployments and achieved a 98% SLA resolution rate. Through root cause analysis, I reduced recurring issues by 35%, improved customer retention by 20%, lowered ticket escalation by 25%, and maintained 90%+ CSAT scores.

Previously, as an M365 Technical Support Engineer, I supported enterprise customers for Office 365 services such as Azure AD, Teams, SharePoint, and Exchange Online. I guided onboarding, resolved issues within SLA, escalated appropriately, and documented solutions in knowledge base articles to improve resolution efficiency.

Earlier, I worked as a Customer Service Desk Analyst, analyzing call logs, managing Active Directory user accounts, and ensuring SLA compliance while troubleshooting system and application issues. I also served as an IT Surveyor at Nigeria Bottling Company, maintaining inventory accuracy and reporting—today, I stay driven by mentoring and knowledge sharing.

Experience

Work history, roles, and key accomplishments

Current

Azure Technical Support Engineer

Current

TeKnowledge

Jun 2024 - Present (2 years 1 month)

Delivered remote technical support for Azure deployments and achieved a 98% SLA resolution rate. Performed root cause analysis, reduced recurring issues, troubleshot Linux/Windows environments, and maintained 90%+ CSAT scores.

M365 Technical Support Engineer

TeKnowledge

Jan 2023 - Jun 2024 (1 year 5 months)

Supported enterprise customers with Office 365 services (Azure AD, Teams, SharePoint, Exchange Online) via phone, email, and chat. Guided onboarding, resolved issues within SLA, escalated unresolved cases, and documented solutions in a knowledge base.

Microsoft 365 Office 365 Azure AD Microsoft Teams SharePoint Exchange Online SLA Management Technical Troubleshooting Customer Support Escalation Management Knowledge Base Onboarding & Support

Customer Service Desk Analyst

9mobile

Oct 2020 - Dec 2022 (2 years 2 months)

Analyzed call logs to identify recurring issues and trends, and escalated tickets to Level 2 support when required. Managed user accounts on Active Directory, resolved password issues, and produced daily/weekly/monthly reports using Microsoft Excel while ensuring SLA compliance.

Customer Support Active Directory User Account Management Password Troubleshooting SLA Microsoft Excel Reporting

IT Surveyor

Nigeria Bottling Company

Jan 2019 - Sep 2020 (1 year 8 months)

Conducted customer outlet surveys and maintained accurate inventory records, including adding new customers to a database and following up on prospects. Prepared organized daily reports and worked toward company-set targets.

Customer Outlet Surveys Reporting Microsoft Excel

Education

Degrees, certifications, and relevant coursework

Federal Polytechnic Oko

Higher National Diploma (HND), Mass Communication

Activities and societies: Research Project: Influence of Kiddies Fun Time on Children

Completed a Higher National Diploma (HND) in Mass Communication at Federal Polytechnic Oko. Research project focused on the influence of Kiddies Fun Time on children.