Six-plus Year Technical Support Specialist

Paul Omikunle

Technical support representative

************@*****.*** +234********** Lagos, Nigeria LinkedIn: https://www.linkedin.com/in/paulomikunle

Professional Summary

Technical Support Specialist with 6+ years of experience assisting global clients across software, cloud platforms, and IT systems. Skilled in troubleshooting, handling high-volume customer inquiries, and providing clear solutions via chat, email, and phone. Adept at using CRM tools such as Zendesk, Dynamics 365, and Rave. Passionate about delivering excellent customer experiences and eager to expand technical expertise in Linux, Windows Servers, and cloud technologies.

Core Skills

Zendesk, Zoho, Dynamics 365, Microsoft 365, Office/copilot troubleshooting, Microsoft 365 Admin centre troubleshooting, Windows troubleshooting(Windows 11,10, 8 and other Windows versions),Intercom, Airtable, Ticketing Systems, Async Support, CRM, Slack,.

Professional Experience

Technical Support Engineer Microsoft (via Upwork)

NOVEMBER/2022 – MAY/2025

• Delivered technical and customer support to Microsoft users worldwide via chat and email, resolving 50+ cases per day.

• Achieved 95%+ customer satisfaction scores through effective troubleshooting and clear communication.

• Reduced repeat tickets by 20% by documenting solutions and creating reusable response templates.

• Consistently exceeded response time targets, maintaining an average first reply time under 5 minutes.

• Improved case resolution efficiency by 15% through root cause analysis and knowledge sharing with peers

• Worked across rotating shifts (morning, afternoon, night) to support global customers, maintaining consistent performance and SLA compliance Technical Support Engineer – Tek-Experts (Microsoft Project) JANUARY/2019 –JUNE/2022

• Supported enterprise clients using Microsoft Office 365 and Dynamics 365, handling 40– 50 tickets daily.

• Improved case resolution efficiency by 15% through root cause analysis and knowledge sharing with peers.

• Partnered with escalation teams to resolve 95% of high-priority cases within SLA. Recognized for maintaining an average CSAT score of 4.8/5 across multiple client accounts.

• Proficiently used tools including Moodle, Google Workspace, Microsoft Office, and Trello to manage projects, track tasks, and communicate with stakeholders across departments

• Delivered phone and email support for SaaS clients, assisting 100+ customers weekly with onboarding and billing issues.

• Reduced average resolution time by 25% by introducing structured troubleshooting steps.

• Built long-term customer relationships, contributing to 15% increase in client retention.

• Consistently met or exceeded performance metrics, including response time and first- contact resolution.

Education & Certifications

• Bachelor’s Degree Physics electronics Federal University of technology Akure

• Company-sponsored Microsoft training (Dynamics 365, Office 365, Copilot)

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