Open to opportunities

Yekini Olasunkanmi

@yekiniolasunkanmi

Message

I resolve enterprise cloud, Microsoft 365, and digital banking support issues.

Nigeria

Message

What I'm looking for

I'm looking for a remote cloud or technical support role where I can resolve enterprise system issues, support Microsoft 365 environments, improve service delivery, and contribute to strong SLA, uptime, and customer satisfaction outcomes.

I've supported Microsoft enterprise customers, digital banking platforms, and high-volume customer operations across TeKnowledge and FCMB. I resolve technical, billing, operational, and order issues through phone, email, live chat, and remote support.

At TeKnowledge, I delivered Tier 1 and Tier 2 support for Microsoft 365 services including Azure, Exchange Online, SharePoint Online, OneDrive, and Teams. I resolved 500+ issues while maintaining a 95% CSAT score, and I monitored systems, managed escalations, and improved service delivery through recurring-issue analysis.

At FCMB, I monitored mobile, internet banking, and USSD platforms, helping maintain 99.9% uptime. I used Dynatrace, SQL, log investigation, and root cause analysis to address transaction failures, system errors, and infrastructure-related incidents.

I'm comfortable supporting users, systems, networks, and cloud environments while communicating clearly with customers, vendors, and cross-functional teams. I also mentor new hires, document processes, and focus on SLA compliance, first-contact resolution, and reliable customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

TeKnowledge

Aug 2025 - Jul 2026 (11 months)

Delivered exceptional customer support to an average of 60+ customers per day across phone, email, and live chat, maintaining a 95%+ satisfaction rating. Resolved complex billing, technical, and order issues with a first-contact resolution rate of 82%, reducing repeat tickets and improving retention.

Customer Support CRM Escalation Management Training Billing Technical Support

Technical Support Engineer

TeKnowledge

Apr 2023 - Aug 2025 (2 years 4 months)

Acted as first line of response for operational and technical issues, ensuring quick identification and resolution. Provided Tier 1 and Tier 2 technical support for Microsoft enterprise customers, resolving over 500+ issues and maintaining a 95% CSAT score.

Microsoft 365 Azure Exchange Online SharePoint Online Microsoft Teams Troubleshooting Incident Management SLA Root Cause Analysis

E-Channels Support & Monitoring Analyst

FCMB

Jun 2022 - Mar 2023 (9 months)

Monitored banking platforms (Mobile, Internet Banking, USSD), ensuring 99.9% uptime availability. Detected and resolved system issues using Dynatrace and SQL, minimizing service disruptions.

Dynatrace SQL Monitoring Root Cause Analysis Postilion Incident Management Reporting Excel

Information Security & Risk Officer

Electronic Payplus Limited

Jun 2018 - Jan 2020 (1 year 7 months)

Implemented and enforced IT security policies, reducing system vulnerabilities. Conducted periodic risk assessments and supported compliance processes.

IT Security Risk Assessment Compliance Technical Support System Administration