Grace Topah

Customer support Professional with 3+ years of experience in high-volume technical support, ticket resolution, and customer communication. Skilled in handling escalations, web-based troubleshooting, and delivering clear, professional written support in fast-paced remote environments. Reliable, adaptable, and committed to resolving issues efficiently while maintaining a strong customer-first approach.

Microsoft Technical Support Engineer - TEK Experts - Lagos, Nigeria

(2023-08 - 2026-07)

• Provided remote technical support to Office 365 administrators across Microsoft Teams, Exchange Online, SharePoint, and OneDrive.
• Diagnosed and resolved customer issues through clear communication, structured troubleshooting, and timely escalation.
• Documented customer interactions and resolutions in CRM systems to maintain service quality and case accuracy.
• Delivered step-by-step guidance to help users complete tasks and resolve product issues efficiently.

Client Service Representative (Huawei) - MYD Telecoms Limited - Lagos, Nigeria

(2023-03 - 2023-08)

• Supported cross-functional teams to ensure smooth service delivery and accurate record handling.
• Communicated effectively with customers and internal teams to resolve issues and meet service expectations.
• Maintained attention to detail while processing information and following company standards.

Network Engineer (National Youth Service Corps) - VDT Communications Limited - Lagos, Nigeria

(2021-11 - 2022-11)

• Provided daily technical support and troubleshooting for connectivity and network-related issues.
• Escalated unresolved issues to the appropriate teams and followed up until closure.
• Improved user experience through support, documentation, and clear communication of system changes.

Higher National Diploma - Electrical/Electronics Engineering - Auchi Polytechnic (2021)

National Diploma - Electrical/Electronics Engineering - Auchi Polytechnic (2017)