Open to opportunities

Oluwatosin Dolapo Ajala

@oluwatosindolapoajal

Message

Customer-focused technical support leader with 9+ years delivering cloud and enterprise support.

Nigeria

Message

What I'm looking for

I seek a remote or hybrid role where I can lead/support technical teams, improve support processes, mentor engineers, and drive high customer satisfaction.

I am a customer-focused technical support professional with over nine years' experience delivering remote and hybrid support for enterprise clients, particularly across cloud and Microsoft platforms. I combine technical troubleshooting, case management, and empathy-driven communication to resolve issues efficiently and maintain strong client relationships.

My background includes L2/L3 Azure support, technical leadership, and subject matter expertise where I improved processes, trained teams, and reduced escalations by 15%. I consistently meet SLA targets and sustain customer satisfaction ratings above 90% through clear documentation and proactive problem solving.

I hold a Master of Information Technology and multiple Microsoft certifications (Azure Administrator, Azure Solutions Architect, MCT) and am passionate about improving support operations, mentoring engineers, and delivering outstanding customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Virtual Technical Advisor

Current

TeKnowledge

Sep 2023 - Present (2 years 1 month)

Delivered enterprise-level customer support across EMEA via email, chat, and remote sessions, reducing escalation rates by 15% and improving SLA compliance and CSAT/NPS. Maintained detailed case documentation and recommended process improvements to reduce recurring issues.

Case Management Technical Troubleshooting Remote Support Escalation Management SLA Management CSAT NPS Tracking

Subject Matter Expert

Tek Experts

Oct 2022 - Sep 2023 (11 months)

Acted as escalation point for complex customer cases, conducted root cause analyses, improved workflows, and trained support engineers to enhance response times and customer satisfaction. Documented resolutions and collected feedback to drive continuous improvement.

Escalation Management Root Cause Analysis Mentoring Case Documentation Customer Feedback Technical Troubleshooting

Technical Lead

Tek Experts

Jan 2022 - Sep 2022 (8 months)

Managed a remote support team, introduced structured escalation protocols and communication standards, and monitored ticket queues to ensure prompt resolution and quality. Improved team performance through process standardization.

Team Leadership Ticketing Performance Monitoring Remote Support Process Standardization

L2/L3 Technical Support Engineer

Tek Experts

Apr 2018 - Jan 2022 (3 years 9 months)

Provided L2/L3 support for cloud infrastructure and systems, guided customers through troubleshooting via email/chat/virtual sessions, authored knowledge base articles, and consistently met SLA targets with CSAT above 90%.

Azure Virtualization SLA Management & Customer Success Case Management

IT Support Engineer

1st Intellit Solutions Ltd

May 2014 - Jul 2016 (2 years 2 months)

Provided IT support to end users including software setup, system troubleshooting, and user training; resolved incidents within SLAs and produced daily service reports for management.