Olasunkanmi Ajayi

I’m a Modern Workplace Engineer and L2 Technical Support Engineer with over 2 years of experience supporting Microsoft 365 environments and providing reliable technical and customer support. I work across Exchange Online, Entra ID (Azure AD), Defender, SharePoint, OneDrive, Teams, and Purview, helping customers troubleshoot technical issues and get the most out of their Microsoft 365 services.

In my previous roles, I handle multiple support cases daily, troubleshoot and resolve technical issues, and provide clear guidance to customers through phone, email, remote sessions, and other support channels. I manage 5+ cases daily, regularly close 4+ while meeting SLA requirements, and handle over 80 cases each month. I maintain a monthly CSAT score of 4.83 and consistently achieve over 90% customer satisfaction by understanding customer concerns, communicating clearly, and following issues through to resolution.

I also have experience with security, compliance, email archiving, mailbox migrations, quota and performance issues, and Microsoft eDiscovery for locating and recovering missing or deleted emails. Beyond resolving technical problems, I focus on the customer experience by explaining solutions in simple terms, answering questions about Microsoft 365 features such as retention policies and access reviews, and making sure customers feel supported throughout the process.

I work closely with escalation teams when needed, help identify recurring issues, and contribute to improving support processes and overall service reliability.

My combination of technical knowledge, problem-solving skills, and customer service experience allows me to provide effective customer support and technical solutions while delivering a positive customer experience.