Rosemary Eyetan

Handle escalated cases from L1 support, diagnose and resolve advanced technical issues across Microsoft technologies, and document findings for internal knowledge base.

Developed and maintained server-side applications using Java, Python, and Ruby, managed databases, and created APIs. Collaborated with front-end developers and used Figma for UI design.

Orchestrated communication between management and support engineers, provided expert-level troubleshooting, and expedited resolution of complex cases.

Provided technical support for Microsoft Exchange, managed Microsoft 365 licenses, resolved mail flow issues, and led governance and compliance initiatives.

Installed and configured Linux/Unix systems, implemented monitoring and troubleshooting protocols, and optimized system performance.

Led the Diaspora Unit, facilitated internet banking setup for overseas customers, and managed password resets and security measures.

Led a team of inbound customer care consultants, processed customer requests via phone, and implemented retention strategies.

Provided service desk support to customers and internal staff.

Led outbound telemarketing team to promote bank products and services.

Pursuing Microsoft Azure Administrator certification, currently in view.

Bachelor of Science in Computer Science from Lagos State University, completed in 2013.

Completed a Backend Programming Bootcamp at High Impact Careers in the UK.

Earned the Security, Compliance, and Identity Fundamentals certification from Microsoft.

Earned the Security Operations Analyst Associate certification from Microsoft.

Earned the AWS Cloud Practitioner Essential certification from Amazon Web Services.

Earned the Azure Fundamentals certification from Microsoft.

Earned the Certified Cybersecurity certification from ISC2.

Earned the Microsoft Certified Trainer (MCT) certification from Microsoft.