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Olushola Olakiitan

@olusholaolakiitan

Customer Support Manager at TekExperts Nigeria, where I managed Azure support operations and achieved 98% SLA compliance.

Nigeria

Message

At TekExperts Nigeria, I managed Azure support operations for Microsoft Support, overseeing more than 30 representatives serving customers across 20+ countries. I achieved 98% SLA compliance and reduced escalation resolution time by 25%.

I led incident management and root cause analysis for complex issues, and worked with Microsoft engineering teams to improve service quality. I also coached engineers and used operational reviews and performance monitoring to improve customer experience.

Earlier, at Huawei Technologies Nigeria, I managed product support for telecommunications network operators, delivered technical product training, and led testing for WiMAX, 2G, 3G, and 4G devices. My experience also includes technical support engineering and a Computer Engineering HND.

Experience

Work history, roles, and key accomplishments

Manager – Azure Developer

TekExperts Nigeria

Sep 2019 - Aug 2026 (6 years 11 months)

Led a global team of Azure Support representatives delivering professional and enterprise-level Microsoft cloud support. Managed over 30 representatives across 20+ countries, achieving 98% SLA compliance and reducing escalation resolution time by 25%.

Azure Cloud Support SLA Management Incident Management Root Cause Analysis Performance Management Coaching Stakeholder Management KPI Monitoring Process Improvement

Product Support Manager

Huawei Technologies Nigeria

Jul 2018 - Aug 2019 (1 year 1 month)

Managed end-to-end technical support for multiple telecommunications network operators. Collaborated with product engineering teams to validate and release new features, and improved customer onboarding and implementation processes.

Technical Support Product Engineering Customer Onboarding Service Delivery Training Stakeholder Management

Product Technical Trainer

Huawei Technologies Nigeria

May 2016 - Jun 2018 (2 years 1 month)

Delivered technical product training across West Africa and developed product knowledge programs for customer support teams. Managed customer onboarding and post-sales technical support.

Training Product Knowledge Customer Onboarding Technical Support Curriculum Development

Test Lead

Huawei Technologies Nigeria

May 2014 - May 2016 (2 years)

Led testing activities for WiMAX, 2G, 3G, and 4G devices. Developed test strategies, test cases, and quality documentation, and coordinated software validation with R&D teams.

Testing WiMAX 2G Networks Test Strategy Quality Assurance R&D Coordination Certification

National Youth Service Corps (NYSC)

Abia State Ministry of Youth Development

Mar 2013 - Feb 2014 (11 months)

Developed youth empowerment programs and delivered ICT and computer literacy training. Organized engineering workshops and technology awareness programs.

IT Training Youth Empowerment Workshop Organization Computer Literacy

Technical Support Engineer

Mo-Brand Integrated Services

Dec 2010 - Feb 2013 (2 years 2 months)

Installed and maintained Windows operating systems and network infrastructure. Diagnosed and repaired computers and printers, and delivered post-sales technical support.

Windows Network Infrastructure Hardware Diagnostics Technical Support Post sales Support

Technical Support Engineer

Saap Tech Nigeria

Jul 2009 - Nov 2010 (1 year 4 months)

Delivered pre-sales and post-sales support for HP and APC solutions. Installed industrial UPS systems and power infrastructure, and performed hardware diagnostics and repairs.

APC UPS Hardware Diagnostics Pre sales Support Post sales Support Equipment Calibration