Opeyemi Okunleye
@opeyemiokunleye
I lead global technical support teams, improving customer outcomes, processes, and operational performance.
NigeriaWhat I'm looking for
At Microsoft, I led OneDrive customer support, reducing resolution time by 30% while maintaining 95%+ CSAT. I built troubleshooting frameworks, escalation standards, and automation that reduced manual workload by 50%.
I’ve supported Microsoft customers across North America, EMEA, and APAC at Tier 2 and Tier 3 levels, resolving 100+ tickets weekly and diagnosing complex hardware and software issues. I partner with Product, Engineering, QA, and Training teams to turn customer feedback into measurable improvements.
I enjoy developing high-performing support teams through structured coaching and targeted training. My work has improved first-contact resolution, agent proficiency, SLA performance, and escalation outcomes in global support environments.
Experience
Work history, roles, and key accomplishments
Led a high-performing customer support team for Microsoft OneDrive, reducing resolution time by 30% and maintaining 95%+ CSAT. Mentored Tier 1 agents, improved FCR by 15%, and cut escalations by 40% through proactive frameworks.
Provided Tier 2 and 3 technical support for Microsoft OneDrive customers across global regions, resolving 100+ tickets weekly and improving resolution efficiency by 20%. Reduced escalations by 30% and trained new specialists.
Customer Support Engineer
Tek Experts
May 2019 - Jul 2020 (1 year 2 months)
Managed global customer incidents for Microsoft, delivering second-level support to 50+ enterprise clients and achieving 95% CSAT. Acted as primary technical contact and collaborated with cross-functional teams.
Systems Analyst
Data Network Infrastructure Limited
Jul 2017 - May 2019 (1 year 10 months)
Co-managed a nationwide network discovery project spanning 5,000+ devices and maintained 99% uptime for IT systems. Provided 2nd and 3rd level support to organizations in Ghana and Nigeria.
Technical Support Engineer
Continental Alarm Ltd
Mar 2016 - Dec 2016 (9 months)
Managed CCTV, fire alarm, and access control systems across bank branches, supervising a 1,000+ camera system. Assisted in incident investigations and improved security protocols.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Bachelor of Science, Political Science
Bachelor of Science in Political Science from the University of Lagos, completed in 2015.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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