Available to hire
Hi, I’m Obiunu Onoriode Grace. I am a Microsoft 365 Technical Lead with over 4 years of enterprise-level technical support experience. I enjoy solving complex issues, mentoring engineers, and driving improvements that enhance service quality and customer experiences.
In fast-paced environments, I lead escalations and incident management for Office 365 services like Exchange Online, Teams, SharePoint Online, and OneDrive. I excel at root-cause analysis, coordinating technical training, and delivering timely updates to stakeholders while continuously improving support processes.
Experience Level
Language
English
Advanced
Yoruba
Advanced
Work Experience
Technical Lead – Microsoft 365 at TEKNOWLEDGE
January 1, 2023 - PresentLead and mentor a team of over 25 Microsoft 365 Support Engineers. Act as the primary escalation point for complex and high-priority customer issues. Provide advanced troubleshooting and root-cause analysis for Microsoft 365 services. Review team performance and implement strategies to improve productivity and service quality. Identify knowledge gaps and coordinate technical training initiatives. Collaborate with escalation managers and stakeholders to resolve critical incidents. Drive continuous improvement in support processes and customer satisfaction.
Microsoft 365 Technical Support Engineer at TEKNOWLEDGE
January 1, 2021 - December 31, 2023Provided advanced technical support for Microsoft 365 and Office 365 enterprise customers. Diagnosed and resolved complex technical issues through phone and email support. Managed critical escalations while maintaining customer communication and expectations. Collaborated with Subject Matter Experts and engineering teams to resolve customer issues. Supported Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, and related Microsoft 365 services. Delivered timely updates and ensured high levels of customer satisfaction.
IT Support / Software & Web Support (NYSC) at Plateau State University, Bokkos
January 1, 2020 - December 31, 2021Installed, configured, and maintained computer systems and software applications. Diagnosed and resolved hardware and software issues. Supported website content updates and maintenance activities. Assisted students with ICT services and online registration processes. Provided technical support across university departments.
Education
Higher National Diploma (HND) in Computer Science at Auchi Polytechnic, Edo State
January 11, 2030 - January 1, 2019Ordinary National Diploma (OND) in Computer Science at Auchi Polytechnic, Edo State
January 11, 2030 - January 1, 2015Qualifications
Microsoft Certified: Azure Fundamentals (AZ-900)
January 11, 2030 - June 30, 2026Microsoft 365 Fundamentals (MS-900)
January 11, 2030 - June 30, 2026Leadership Essentials Certificate
January 11, 2030 - June 30, 2026Effective Leadership Certificate
January 11, 2030 - June 30, 2026Nigeria Institute of Management (NIM)
January 11, 2030 - June 30, 2026Jobberman Soft Skills Training
January 11, 2030 - June 30, 2026Google Digital Skills – Fundamentals of Digital Marketing
January 11, 2030 - June 30, 2026Industry Experience
Software & Internet, Professional Services, Other
Experience Level
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