Open to opportunities

Raphael Odama

@raphaelodama

Message

I resolve Microsoft cloud, identity, and access issues through empathetic technical support.

Nigeria

Message

What I'm looking for

I'm looking to apply my customer and technical support experience to resolving access, identity, and end-user issues in a high-volume digital support environment where clear documentation, SLA performance, and customer experience matter.

I've supported enterprise customers at TEK Experts, resolving identity, access, and service issues through high-quality text-based support while meeting SLA targets.

As an Azure Support Engineer, I manage concurrent cases, diagnose root causes, document solutions in internal knowledge systems, and provide clear guidance for technical and non-technical users.

Previously, as a Microsoft 365 Technical Support Advocate, I handled high-volume requests involving accounts, email, collaboration, and access. I maintained accurate case documentation, guided users through troubleshooting, and consistently met response-time, resolution-quality, and customer-feedback metrics.

I began in IT support, assisting end users with hardware and software issues. I bring a customer-retention mindset, strong written communication, and practical experience across Microsoft 365, Entra ID, Windows, macOS, and remote support environments.

Experience

Work history, roles, and key accomplishments

Azure Support Engineer (Tier 2)

Tek Experts

Mar 2024 - Jul 2026 (2 years 4 months)

Delivered high-quality text-based technical support to enterprise customers, resolving identity, access, and service issues while consistently meeting SLA targets. Handled multiple concurrent cases, prioritized issues, and documented solutions to improve resolution efficiency.

Microsoft Entra ID Azure AD MFA IAM Troubleshooting SLA Management Case Management Documentation Written Communication Customer Support

Technical Support Advocate (Microsoft 365)

Tek Experts

May 2022 - Jan 2024 (1 year 8 months)

Served as frontline customer support representative handling high-volume service requests via ticketing systems. Responded to account, email, collaboration, and access-related inquiries, maintaining accurate documentation and guiding users through troubleshooting.

Microsoft 365 Outlook Teams One Drive SharePoint Ticketing Systems Customer Satisfaction Troubleshooting Documentation Written Communication

IT Support Intern

McGeorge & George RS Ltd

Nov 2016 - Nov 2017 (1 year)

Provided end-user technical assistance across hardware and software issues, ensuring minimal disruption to daily operations. Logged, tracked, and resolved support requests while maintaining clear documentation.

Hardware Support Software support Troubleshooting Documentation Customer Service