Acha Blessing

ACHA BLESSING ESTHER Lagos Nigeria, Professional Summary Technical Support Engineer with over 3 years of experience in diagnosing, troubleshooting, and resolving complex hardware, software, and network issues. Adept at providing technical assistance to end-users, managing system configurations, and ensuring optimal performance of IT infrastructure. Skilled in system administration, cloud technologies, and IT security, with a strong ability to communicate technical solutions to both technical and non-technical stakeholders. Experienced in using ticketing systems, maintaining knowledge bases, and collaborating with cross-functional teams to enhance system efficiency. Committed to delivering high-quality technical support, reducing downtime, and improving user satisfaction. Core Competencies • Troubleshooting & Problem-Solving – Expertise in diagnosing, analyzing, and resolving hardware, software, and network issues efficiently. • System & Network Administration – Proficient in managing operating systems (Windows, Linux, macOS), cloud platforms, and network infrastructure, including firewalls, VPNs, and servers. • Customer Support & Communication – Strong ability to explain technical concepts to non-technical users, ensuring excellent customer experience and user satisfaction. • Technical Documentation & Knowledge Management – Skilled in creating and maintaining troubleshooting guides, FAQs, and technical documentation for internal and external users. • IT Security & Compliance – Knowledge of cybersecurity best practices, data protection policies, and security tools to safeguard systems and prevent vulnerabilities. Work History Call Support Supervisor – National Single Window (NSW), October 20, 2025 –March 2025. Meta Digital Services, in partnership with Crimsonlogic – Hybrid | Lagos state • • • • • Supported Nigeria’s National Single Window federal initiative by supervising call support for a centralized digital trade platform integrating customs and regulatory agencies. Served as a key support contact for traders, freight forwarders, customs brokers, and MDAs, enabling smoother import and export processes. Resolved 85–90% of user inquiries at first contact, reducing trade transaction delays by approximately 20%. Escalated complex technical and policy issues to relevant government and IT teams, improving cross-agency resolution time by 15%. Trained and coached support agents on NSW workflows and trade compliance, improving service accuracy and platform adoption. Technical Analyst / Technical Support Engineer (Cloud & FinTech), February 2025 to October 2025 TeKnowledge (formerly TekExperts) – Hybrid | Lagos State • • • • • • Supported cloud services including Microsoft Azure, Microsoft 365 (Exchange, Teams, SharePoint), and hybrid environments for business customers. Resolved complex cloud and application escalations, achieving 95% customer satisfaction while consistently meeting SLA targets. Reduced average handling time by 16% through improved troubleshooting workflows, root cause analysis, and knowledge base enhancements. Diagnosed and resolved issues related to cloud identity, access management, network connectivity, and service outages. Delivered Level 2 technical support for Azure-based financial and enterprise systems, ensuring high availability, security, and performance. Collaborated with engineering, DevOps, and escalation teams to resolve critical incidents and improve cloud service reliability. Team Lead – Technical Support (Microsoft 365 & Cloud Services), October 2024 to January 2025. TeKnowledge (formerly TekExperts) – Hybrid | Lagos State Responsible for leading and supporting a high-performing technical support team while maintaining hands-on expertise in Microsoft 365 and cloud solutions. Lead, coach, and mentor Technical Support Engineers, ensuring adherence to SLAs, quality standards, and best practices. Oversee daily team operations, including ticket allocation, workload prioritization, and escalation management to ensure timely issue resolution. Serve as an escalation point for complex Microsoft 365 (Exchange, Teams, SharePoint) and cloud-related issues, providing advanced technical guidance. Monitor team performance metrics (SLA, CSAT, ticket resolution time) and implement improvement strategies to enhance efficiency and customer satisfaction. Ensure end-to-end ownership of customer issues, from initial contact through resolution, while maintaining clear communication with stakeholders. • • • • • • Technical Support Engineer Level 2 (0365 Consumer and M365 Concierge), November 2023 to August 2024. Teknowledge (formerly TekExperts) – Hybrid | Lagos State. • Handle difficult customer (Inbound and Outbound) calls and make sure support tickets are solved within the agreed time (SLA). • Take full responsibility for issues reported by customers until they are fixed. • Research, check, and troubleshoot problems to find solutions. • Follow company procedures when sending unresolved issues to higher support teams. • Manage and prioritize multiple open issues at the same time. • Provide support for Microsoft 365 tools (Exchange, Teams, SharePoint) to business customers. • Conducted root cause analysis for recurring technical issues, implementing long-term solutions for system performance. • Developed documentation, including knowledge base articles, troubleshooting guides, and FAQs to improve efficiency. • Collaborated with software development teams to escalate and resolve critical issues, ensuring timely updates. Independent Contractor – Social Media Evaluator, March 2023 to November 2023 Appen Inc. – Remote. • • • • Reviewed and rated social media posts to ensure quality and relevance Applied guidelines to support AI training and content moderation Maintained high accuracy while working independently Managed tasks efficiently and met deadlines consistently Independent Contractor – Ads Assessor, November 2021 to November 2022 TELUS International – Remote. • • • • Evaluated online ads for relevance, accuracy, and user intent Followed detailed guidelines to ensure quality and consistency Conducted research to support ad ratings and decisions Met productivity and accuracy targets Sales Representative, August 2019 to December 2020 Santeforte Pharmacy– Lagos State • Developed and maintain strong relationships with customers, providing exceptional customer service and support. • Respond promptly to customer inquiries, providing accurate information and resolving issues in a effective manner. Collaborated with internal teams to coordinate the delivery of products to customers, ensuring timely delivery. • • Continuously develop and enhance sales skills and product knowledge through training and self-directed learning. Recorded information, shortages and discrepancies to keep records current and accurate. Accomplishment • Reduced System Downtime by 40% – Implemented proactive system monitoring and preventive maintenance strategies, utilizing automation tools to identify potential issues before they escalated. Spearheaded the adoption of remote diagnostic solutions, reducing the need for on-site interventions and ensuring continuous system availability for business operations. • Enhanced Customer Satisfaction Scores by 30% – Improved response and resolution times by optimizing support workflows, integrating AI-powered chatbots for common queries, and streamlining ticket escalation processes. Conducted regular follow-ups with end-users to ensure complete issue resolution, resulting in higher Net Promoter Scores (NPS) and improved customer retention. • Optimized IT Infrastructure Efficiency – Led the migration of outdated systems to modern cloud-based solutions, reducing operational costs while enhancing scalability and performance. Upgraded network infrastructure by configuring firewalls, routers, and load balancers, which improved data transfer speeds and reduced latency issues for end-users. • Resolved 95% of Technical Issues on First Contact – Applied deep technical expertise in diagnosing software crashes, network disruptions, and hardware malfunctions, leading to rapid issue resolution. Developed a standardized troubleshooting framework that enabled support teams to address common technical problems efficiently, decreasing escalations by 50%. • Developed Knowledge Base & Training Materials – Created a centralized repository of troubleshooting guides, FAQs, and video tutorials, reducing repetitive support requests by empowering users with self-service solutions. Designed and delivered training sessions for new hires and junior support engineers, improving team competency and reducing onboarding time. • Implemented IT Security Best Practices – Strengthened cybersecurity measures by enforcing multi-factor authentication (MFA), regular patch management, and user access control policies. Conducted vulnerability assessments and security audits, identifying and mitigating potential threats, which resulted in a 70% reduction in security incidents and data breaches. Skills Technical Support | Troubleshooting | Customer Support | CRM Systems | Microsoft Office | Data Analysis | QA/QC | Project Management | Operations Management | Time Management | Communication (Oral & Written) | Analytical & Critical Thinking | Problem Solving | Adaptability | Multitasking | Interpersonal Skills | Emotional Intelligence | Team Collaboration Professional Certification • Professional Certification in Introduction to Cyber Security – Cisco Network Academy • Remote Ready Certification – Oyster Academy • Microsoft Certified: Azure AI Fundamentals (AI-900) • Microsoft certified: Microsoft 365 Fundamentals (MS-900) Education B.Sc. (Hons): Economics, 2021 Benue State University – Makurdi, Benue State. Reference based on request.