Oluwatobi Ogungbile

Resolved 85+ customer inquiries daily with a 97% satisfaction rating, contributing to a 22% improvement in overall customer retention. Streamlined ticket escalation using a troubleshooting guide adopted by a 5-member team (35% faster resolutions, 28% fewer repeat contacts) and delivered onboarding support for 200+ enterprise clients, reducing first-month support requests by 40%.

Delivered escalated Microsoft 365 technical support across phone, email, and chat, resolving complex cases and minimizing user downtime. Deployed and managed Exchange Online, Teams, and SharePoint, automated tasks with PowerShell, and implemented DLP policies to improve security.

Handled escalated Microsoft 365 user inquiries via phone, email, and chat, resolving complex Office 365 technical cases to reduce downtime. Supported Exchange Online, Microsoft Teams, and SharePoint administration, and used PowerShell and DLP policies to automate tasks and strengthen tenant data protection.

Resolved 50+ enterprise technical support tickets monthly with a 95% customer satisfaction rate, consistently surpassing SLA targets by 20% using root-cause analysis and troubleshooting methodologies. Reduced repeat incident reports by 30% by escalating recurring system issues and cut average ticket resolution time by 25% by building a centralized knowledge base of 100+ guides.

Provided IT support to 200+ insurance professionals, achieving 98% first-call resolution and cutting average ticket resolution time by 35% through a structured troubleshooting framework. Migrated critical insurance systems to cloud with zero data loss and under 2 hours downtime, and reduced cybersecurity incidents by 40% across 300+ devices while maintaining compliance.

Higher National Diploma in Computer Engineering from Federal Polytechnic, Ede completed between 2012 and 2015.

Completed AiCE - AI Career Essential training in 2024.

Completed AI career training to strengthen familiarity with modern digital tools and workplace productivity concepts.

Completed Virtual Assistant training at ALX Academy in 2024.

Completed the Mastercard Cybersecurity Job Simulation in 2024.

Completed Office 365 for Administrators certification in 2022.

Awarded Microsoft Certified Trainer (MCT) credential in 2022.

Completed the Google IT Professional Certificate covering foundational IT support, troubleshooting, and customer-focused technical assistance.

Completed Azure Administration certification in 2022.

Completed IT Projected Management course via Coursera in 2020.

Completed Fundamental of Network Communication course via Coursera in 2020.

Completed coursework in network communication basics to support diagnosing connectivity and service access issues.

Completed Microsoft Digital Literacy certification in 2018.

Earned Microsoft Office Specialist certification in 2017.

Completed the Google IT Professional Certificate via Coursera in 2020.

National Diploma in Computer Software Engineering awarded in 2005 at Highland College of Technology, Ibadan.

Completed Senior Secondary Certificate Examination at Prime Focus Comprehensive Academy, Ipaja, Lagos from 2001 to 2004.