NNADOZIE GOSPEL ANYADIKE

Provided expert technical support to over 30 Microsoft 365 customers weekly, resolving complex issues across Exchange Online, SharePoint/OneDrive, Teams, and Office applications via phone, email, and chat.

Conducted in-depth root cause analysis and incident investigation, identifying patterns in recurring issues and service desk trends that led to a 15% reduction in average ticket resolution time.

Automated repetitive tasks and enhanced investigation efficiency by developing PowerShell scripts and documenting robust troubleshooting procedures.

Collaborated with global escalation teams, providing structured diagnostic information and root cause analyses to facilitate efficient issue resolution and escalation.

Maintained customer satisfaction above 95% and consistently met SLA requirements by meticulously managing incidents from ownership through to resolution and documentation.

Diagnosed and resolved a wide range of hardware, software, operating system, and connectivity issues across office workstations and enterprise IT environments, minimizing disruption.

Installed, configured, and maintained enterprise and home networks, proactively troubleshooting performance issues to ensure minimal service downtime.

Provided adaptable technical support to staff across diverse hardware, software, and networking setups, effectively resolving issues without rigid reliance on single procedures.

Managed the installation and maintenance of CCTV surveillance systems and office intercom/communication infrastructure, enhancing security and internal communication.