OKEGWU, ABEDNEGO EBOKPO
LAGOS, NIGERIA | www.linkedin.com/in/abednegookegwu | Phone: - |
Email:-Over 2+ years experienced IT Support Engineer adept at providing leadership and infrastructure support by
ensuring all user issue are resolved timely. Highly skilled in administering Office 365, resolving networking
concerns, implementing new software, installing new hardware, and addressing end-user concerns.
Proficient in assessing and evaluating operational security issues to achieve industry-standard and mitigate
potential risks.
• Active Directory
• Azure Active Directory
• PowerShell Scripting
• Office 365
• Windows Administration
• Microsoft Exchange
• Windows Server
• Security and Compliance (Policies and • IT Service Management
eDiscovery)
PROFESSIONAL EXPERIENCE
MICROSOFT 365 SUPPORT ENGINEER / EXCHANGE ADMINISTRATOR, GIMPS COMPANY LIMITED
09/2020 – Till Date
•
Resolve support tickets daily on Office 365 issues relating to Exchange Online, Identity, Outlook,
Security & Compliance, and Active Directory, SharePoint, Microsoft Teams, and One drive for
customers through delivering advanced troubleshooting and problem-solving solutions.
•
Design and implement Azure AD, Azure AD Connector, Active Directory users created by Exchange and
Migration to Office 365.
•
Act as the primary technical contact, deliver advanced technical troubleshooting and problem-solving
solutions for corporate customers including, issues escalated to the highest level of management.
•
Enabled forwarding of user emails to the desired person using Microsoft Exchange admin center and
Managed user mailbox size and increased mailbox size using Microsoft Exchange admin center
•
Assisted in Microsoft 365 Applications troubleshooting (activation and installation for Windows, Mac and
servers, Outlook setup and synchronization).
•
Provided 24/7 worldwide technical support for Office 365 Administrators of small to midsize businesses
while providing excellent customer service support.
•
Analyzed business needs to provide the best solution for the Microsoft 365 customers.
•
Maintained detailed technical documentation for each case closed.
•
Combination of telephonic/remote and desk side support will be provided to gain efficiencies.
•
Provide onsite video conference and conference-call support.
MICROSOFT 365 ADMINISTRATOR / 2ND LINE SUPPORT (REMOTE) – UNPAID VOLUNTEER,
AFRICAN DEVELOPMENT CHOICES (Non-Profit) – UNITED KINGDOM 11/2021 – Till Date
•
Configure and maintain the organization Microsoft 365 Environment e.g., Microsoft Dynamics, Power
BI, Microsoft SharePoint, Microsoft Azure, Microsoft Exchange Online.
•
Manage shared mailbox access requests and escalate where necessary.
•
Manage user and system account requests quickly and effectively.
•
Troubleshoot and provide 2nd line technical support to ADC and guest users.
IT SUPPORT ENGINEER, TRANTER IT INFRASTRUCTURE SERVICES LIMITED
08/2019 – 08/2020
•
Provided 1st line technical support, answering support queries via ticketing tool, phone, and email for
Sterling Bank staffs covering three (3) branch locations with over 200 staff’s strength.
•
Regularly provides IT support and network administration services, including installation, configuration,
and maintenance of desktop and laptop computers for both internal and external users.
•
Remotely connect to customers utilizing TeamViewer, Any Desk, Remote Desktop to resolve any
issues.
•
Ensured employees have the hardware and software they need to be productive while maintaining an
environment that is secure.
•
Systems administration for mostly SaaS applications including new hire on-boarding accounts and
hardware provisioning orientation and off-boarding.
•
Maintain a high degree of user’s service for all support queries and adhere to all service level
agreement.
•
Created user accounts, edited user account information, reset user passwords and removed access to
the network utilizing active directory.
•
Setting up, troubleshooting, and resolving end user device issues support (i.e., desktops, screens,
scanners, printers, docking stations, meeting room equipment, etc.).
•
Performing and documenting initial diagnosis of issues followed by formulating and executing a
resolution plan.
•
Meet SLA for work client ticket requests, assess and prioritize incidents while investigating & resolving
critical incidents.
•
Escalate to appropriate next-level resources for incident resolution.
•
Take action to mitigate incidents quickly.
•
Develops and maintains effective relationships through effective, timely communication and meets
deadlines.
MICROSOFT 365 SUPPORT ENGINEER, TEK EXPERTS NIGERIA
08/2019
05/2019 –
•
Responsible in maintaining the settings of connectivity with Outlook and User Mailboxes.
•
Interface with users physically, via remote assistance or telephone on IT related issues and help
resolve quickly with at least 90% first call resolution.
•
Identified internet services issues, supported tickets submitted directly with software such as
ServiceNow and hardware vendors.
•
Scheduled follow ups regarding tickets to offer complete resolution within projected SLA’s.
•
Automated and executed Office 365 procedures utilizing Windows PowerShell.
•
Resolved tenancy technical issues and monitored Office 365 systems.
•
Administered and supported Office 365 and MS Exchange policies.
•
Handling incidents, troubleshoot, resolve, or escalate to higher levels when required.
•
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all
customers in a timely manner.
EDUCATION
BACHELOR OF TECHNOLOGY, FEDERAL UNIVERSITY OF TECHNOLOGY MINNA
Electrical and Electronics Technology
04/2012 – 07/2017
RELEVANT PROJECTS
SUBJECT MATTER EXPERT, ITEM WRITER AND TECHNICAL REVIEWER, GRANDMASTERS LLC,
WASHINGTON DC, UNITED STATES
02/2022 – Till Date
•
Work as Subject Matter Expert, Item Writer and Technical Reviewer.
•
Collaborate with Content Development Team.
•
Work with Microsoft Learning team to develop content for Role-Based Certification.
EXCHANGE SERVER 2019 - SUBJECT MATTER EXPERT (TEST AUTHOR), IKM TECKCHEK,
CALIFORNIA, UNITED STATES 11/2021
– 02/2022
•
Exchange Server 2019 Subject Matter Expert for TechChek/IKM (Internal Knowledge Measurement).
•
Collaborate with Test Development Manager to develop test materials for Exchange Server 2019
•
Setup and Manage Multifactor Authentication using conditional access for over 100 Users –
STAINELECTRIC COMPANY
CERTIFICATIONS
MS-203, MICROSOFT CERTIFIED; MESSAGING ADMINISTRATOR ASSOCIATE
SC-300, MICROSOFT CERTIFIED INFORMATION PROTECTION ASSOCIATE
MS-500, MICROSOFT CERTIFIED; SECURITY ADMINISTRATOR ASSOCIATE
MS-900; MICROSOFT 365 CERTIFIED: FUNDAMENTALS
MS-220, MICROSOFT 365 CERTIFIED: EXCHANGE ONLINE SUPPORT ENGINEER SPECIALTY
MCT, MICROSOFT CERTIFIED TRAINER (MCT)
SKILLFRONT, ISO/IEC 27001 INFORMATION SECURITY ASSOCIATE™
SKILLFRONT, ISO/IEC 20000 IT SERVICE MANAGEMENT ASSOCIATE™
COMPTIA, ITF Fundamental (ITF+)
CERTIPROF, REMOTE WORK AND VIRTUAL COLLABORATION PROFESSIONAL CERTIFICATE (RWVCPC)
