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Temitope Jimoh

@temitopejimoh

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I lead remote technical support teams resolving Microsoft 365 escalations and improving global client outcomes.

Nigeria

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What I'm looking for

I'm looking for a remote, global-facing support leadership role where I can lead technical escalations, improve workflows through data, coach teams, and deliver reliable client outcomes across time zones.

At TeKnowledge (Microsoft), I lead a remote team of 10+ engineers supporting global enterprise clients, improving backlog closure by 70% while maintaining under 4% DSAT. I manage complex Microsoft 365 escalations, maintain 100% SLA compliance, and use Power BI insights to improve resolution times.

I've delivered Level 2 support across Microsoft 365 and Avaya contact center systems, combining technical troubleshooting, incident response, SOP development, and remote team coaching. I focus on clear client communication, practical workflow improvements, and dependable support experiences across time zones.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead (M365, SCIM)

Current

TeKnowledge

May 2024 - Present (2 years 4 months)

Led a remote support team of 10+ engineers, driving a 70% improvement in backlog closure while maintaining a <4% DSAT. Achieved 90%+ CSAT and managed complex escalations for global enterprise clients.

Microsoft 365 SCIM Zendesk Power BI Slack Jira Trello Microsoft Teams SLA Management Escalation Management Team Leadership Remote Team Management

L2 Technical Support Engineer (M365)

Tek Experts

Aug 2023 - May 2024 (9 months)

Provided Tier-2 remote support for Microsoft 365 services, managing an average of 80+ tickets monthly with an 82% closure rate and 90% CSAT. Documented interactions in Zendesk, Jira, and Salesforce.

Microsoft 365 Zendesk Jira Salesforce Customer Support Remote Support SLA Compliance Knowledge Base Development

IT/Applications Support Engineer

iSON Technologies

Oct 2021 - Jan 2023 (1 year 3 months)

Delivered Level 2 remote and on-site support for Avaya contact center systems, supporting over 100 internal agents and external enterprise clients. Architected SOPs and reduced incident response time by 20%.

Avaya Contact Center Jira Trello SOP Development Root Cause Analysis Incident Management System Monitoring

IT Support Engineer

National Inland Waterways Authority

Aug 2019 - Jul 2020 (11 months)

Provided comprehensive Level 1/2 technical support to a 200+ internal user base, resolving complex hardware, software, and network issues with a 95% first-contact resolution rate. Authored user-friendly guides and coordinated with OEMs.

IT Support Hardware Software Network Troubleshooting ITSM Incident Management Documentation OEM Coordination