Williams Ozioma

Customer-focused Technical Support Engineer with 3+ years of experience supporting global enterprise clients. Consistent top performer in CSAT, QA and response metrics. Solid understanding of the travel industry including trip planning, hotel, flight and transportation bookings. Fully equipped independent remote worker, known for rapid adaptability, empathy, and clear communication.

Technical Support Engineer – M365 Concierge - TEKKNOWLEDGE NG. - Victoria Island, Lagos

(2023-07)

• Supported global enterprise clients across multiple time zones via email and live channels, consistently earning CSAT and QA scores above 90%.
• Resolved 90+ cases monthly, maintaining average closure within 2–3 days and backlog under 11 cases at any time.
• Administered Microsoft 365 environments: Exchange Online, Teams, MFA, Conditional Access, and Cross-Tenant Synchronisation for enterprise clients.
• Managed Security & Compliance tools: DLP, Information Protection, Sensitivity Labels, eDiscovery, Threat Explorer, Safe Attachments, and Microsoft Defender.
• Achieved Initial Response Rate (IR%) above 90%, Survey Response Rate above 65%, and QA score exceeding 90% across all tracked periods.
• Produced clear technical documentation and client-facing communications for both technical and non-technical stakeholders.
• Managed user billing accounts, subscriptions, and security protocols to maintain a compliant M365 environment.

Teaching Staff – Mathematics & Computer Science - National Youth Service Corps (NYSC) - Benin City, Edo

(2021-11 - 2022-12)

• Delivered engaging lessons in Mathematics and Computer Science, integrating digital tools to enhance learning outcomes.
• Built strong communication and presentation skills adaptable to varied audiences and skill levels.

Industrial Training - Swift Ace Ventures Ltd. - Ago Palace, Lagos

(2021-01 - 2022-12)

• Developed practical web development skills and participated in ongoing technical training programmes.

Bachelor of Science - Computer Science (ICT) - Ajayi Crowther University (2017-01 - 2021-12)

High School Diploma - Pentecost College (2016-01 - 2016-07)