Microsoft Dynamics 365 Technical Support Engineer

Gabriel Bassey

Houston, TX • 346-***-**** • ****************@*****.*** • https://www.linkedin.com/in/gabriel-bassey-51992717b/ TECHNICAL SUPPORT ENGINEER

Technical Support Engineer with 3+ years of experience supporting enterprise Microsoft Dynamics 365 Customer Engagement, Dataverse, and Power Platform production environments across EMEA. Experienced in resolving complex platform incidents involving authentication, environment lifecycle management, workflow execution, solution deployment, security configuration, and Dataverse capacity management. Proven track record managing concurrent enterprise support cases, driving root cause investigation, and coordinating resolution across engineering and escalation teams for business-critical production issues. TECHNICAL ENVIRONMENT

Microsoft Platform

Dynamics 365 CE, Dataverse, Power Platform Admin Center, Power Automate, Solution Lifecycle Management Diagnostics & Troubleshooting

Plugin Trace Logs, Async Operations, Workflow Diagnostics, Root Cause Analysis, Incident Triage, Authentication Troubleshooting Identity & Access

Microsoft Entra ID, Azure AD Authentication, Security Roles, Access Control

Monitoring & Operations

Dynatrace, SolarWinds, ManageEngine Applications Manager, Infrastructure Monitoring Support Operations

SLA Management, Escalation Ownership, Customer Communication, Production Incident Resolution PROFESSIONAL EXPERIENCE

Microsoft (via Tek Experts)

Technical Support Engineer, Dynamics 365 CRM May 2023 – Dec 2025, Lagos, NG (Relocated to Houston, TX)

Managed enterprise support cases for Microsoft Dynamics 365 and Power Platform customers, resolving production-impacting incidents across authentication, workflow execution, environment administration, solution deployment, and platform configuration.

Restored production access for a critical authentication incident affecting over 1,000 users for a UK financial services customer by isolating identity-layer failures and coordinating remediation within four hours.

Diagnosed and resolved platform issues through plugin trace analysis, async operation review, workflow validation, and security model investigation, resolving most Sev B and Sev C incidents without engineering escalation.

Investigated solution deployment failures across UAT and production environments by identifying dependency conflicts, connection reference issues, and environment configuration mismatches.

Supported enterprise environment migration and regional alignment activities to improve platform responsiveness and maintain compliance with regional data residency requirements.

Supported enterprise environment migration and regional alignment activities to improve platform responsiveness and maintain compliance with regional data residency requirements.

Analyzed Dataverse storage consumption patterns and recommended targeted cleanup and retention strategies that helped customers prevent capacity threshold escalation.

Delivered reproducible diagnostics packages and root cause documentation that accelerated engineering triage of product defects and reduced escalation turnaround time.

Maintained strong SLA performance while managing concurrent customer cases through structured troubleshooting, expectation management, and proactive technical communication.

Authored reusable troubleshooting documentation that improved investigation consistency across recurring support scenarios. Professional Development Dec 2025 – Present, Houston, TX

Advanced hands-on study of Dynamics 365 CE, Dataverse administration, authentication troubleshooting, and enterprise support case diagnostics.

Continued technical preparation focused on Power Platform environment lifecycle management, solution troubleshooting, and post-go-live production support scenarios.

Maintained current knowledge of Power Platform platform updates, administrative best practices, and enterprise support workflows.

UBA Group

IT Enterprise Monitoring Analyst Jan 2021 – April 2023, Lagos, NG

Supported enterprise banking operations by monitoring production infrastructure health and identifying service- impacting events across transaction-processing environments.

Investigated infrastructure alerts across multiple enterprise monitoring platforms, enabling rapid escalation of production-impacting incidents to engineering teams.

Monitored system performance indicators including CPU, memory, storage utilization, service availability, and process health to detect operational degradation.

Produced operational health reports used by technical leadership for incident prioritization and service-impact assessment.

Supported monitoring onboarding and configuration for Windows, Linux, and AIX systems, improving infrastructure observability across production environments.

Contributed to capacity trend analysis used to support infrastructure optimization planning. JackX Group LTD

IT Support Officer Feb 2020 – Oct 2021, Lagos, NG

Delivered Level 2 technical support for hardware, software, workstation, and connectivity issues across business users.

Diagnosed and resolved desktop and application incidents to minimize user downtime and maintain operational continuity

Supported user account provisioning, endpoint configuration, software deployment, and access management activities.

Created technical support documentation that improved issue resolution consistency and team onboarding.

Managed concurrent support requests while meeting response-time expectations and service quality standards.

CERTIFICATIONS & TRAINING

Dynamics 365 CE Workflow Diagnostics Training

Dynamics 365 CE Backup & Restore Training

Customer Scenario Investigation Training

Microsoft Support Escalation & Case Diagnostics Training

EDUCATION

Bachelor of Science (B.Sc.), Information Technology National Open University of Nigeria

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