AKANDE SUNDAY MICHAEL
Address: 17B, David Kolawole Street, Abule-Egba Lagos.
Email Address●-Phone Number ●-
POST-SECONDARY EDUCATION
❖ B.Sc Computer Science, Adekunle Ajasin University Nigeria
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❖ Thesis: “Data Security in SMS Application using Advanced Encryption Standard (AES) Algorithm”
❖ Class of Degree: Second Class (Hons.) Upper Division
PROFESSIONAL SUMMARY
Dynamic and resourceful Information Technology (IT) Specialist with a robust background in delivering comprehensive
technical support and solutions. Known for exceptional troubleshooting and diagnostic abilities, consistently resolving
technical issues within tight deadlines. Demonstrated versatility in managing high-volume customer inquiries and complaints,
ensuring customer satisfaction through meticulous attention to detail and a result-driven approach.
Extensive expertise in Office 365 Services, Networking, and Computer System Installation, Configuration, Management, and
Maintenance. Proven ability to manage and maintain complex IT infrastructures, ensuring optimal performance and
reliability. Adept at leveraging copilot expertise to enhance IT operations and support.
Highly organized and detail-oriented, with a strong commitment to achieving set goals and targets. Possesses excellent
communication skills, allowing for effective collaboration with team members and stakeholders. Ready to bring valuable skills
and experience to a forward-thinking organization seeking a dedicated IT professional.
WORK EXPERIENCE
Freelance Proactive Support Ambassador
April 2024-January 2025
Upwork
• Proactive Customer Engagement: Reached out to customers to notify them of their Microsoft subscription’s grace
period status and guided them on reactivation steps to prevent service interruptions.
• Issue Escalation: Identified and escalated tickets for customers with pending subscriptions issues to higher support
teams for timely resolution.
• Customer Education: Conducted Product Led Growth (PLG) conversations with customers, explaining the value of
Microsoft products and services to drive adoption and satisfaction.
• Data-Driven Outreach: Utilized customer data and analytics to prioritize outreach efforts and personalize
communication for improved engagement
• Performance Metrics: Consistently met or exceeded targets for customer outreach, issue resolution, and
subscription reactivation rates.
• Maintained a customer-centric approach, ensuring timely follow-ups and enhancing overall customer experience.
Technical Support Engineer (M365 Exchange Online)
May 2022-February 2023
Tek-Experts | Victoria Island Lagos
• Communicate with end users/system administrators/solution integrators in over 10 countries via phone, email,
and/or chat to identify, diagnose, troubleshoot, and resolve their issues and requests, as well as set expectations
and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation and guidance from the team
members, technical leads, and subject matter experts to research and identify appropriate remediation steps.
• Escalate complex or atypical cases to higher-level technical support as needed.
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Provide technical guidance across teams by identifying areas requiring expertise on different modules of a
solution to resolve cases.
Maintaining documentation for all cases including queries, process steps, and resolutions consistent with
customer commitments, prescribed protocols, and processes.
ACADEMIC MANAGER
McDonalds Montessori Schools (NYSC - Primary Assignment) | Ekiti
2019 - 2020
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Maintained excellent classroom management skills and ability to keep students involved and on task through a variety
of programs.
• Evaluated students’ progress and supported recommendations for further development of students in conjunction
with maintaining students’ records, grades, and other required records.
• Supervised staff members and ensured that daily office operations were performed in a seamless and efficient
manner.
• Filed reports and appropriate paperwork on students, which include assessing student progress.
• Ensured the smooth and adequate flow of information within the organization.
Key Accomplishment:
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Introduced and implemented a computerized results processing system.
NETWORK TECHNICIAN
2017 - 2018
Information Technology and Communication Unit (INTECU) SIWES | OAU, Ile-Ife
Responsible for day-to-day help desk operations including tracking, tracing, and replacing faulty network cables, radio
configuration, face-plate replacement, cable termination, and timely resolution, as well as technical support to over 100 staff
and 3 faculties of the institution.
Key Responsibilities:
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Worked with field Engineers to fix employees’ technical issues.
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Assisted over 100 employees in identifying issues with hardware, software, peripheral, and network connections
(LAN), and providing resolution.
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Logged and kept records of employees’ queries to analyze and spot trends, and underlying problems.
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Performed routine system maintenance and updates. Ensured systems and applications were running smoothly and
efficiently.
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Supported in cloud computing center where Ubuntu software was installed on each computer system.
SKILLS/COMPETENCIES
• M365 Exchange Online Admin (Compliance, Security, and Exchange)
• Microsoft 365 Copilot
• Azure Active Directory and Proficiency in M365 Apps (Word, Outlook, Excel, PowerPoint, Teams)
• Network Design and Management
• Graphics Design
• E-Commerce and Shopify (HTML,CSS)
• Technical Skills: Strong understanding of hardware, software, and network troubleshooting. Experience with operating
systems (Windows, macOS, Linux) and common software applications.
• Customer Service: Strong customer service skills and a commitment to providing excellent support. Ability to handle
difficult situations with patience and professionalism.
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Communication Skills: Excellent communication and interpersonal skills. Ability to communicate technical concepts to
non-technical users.
Problem-solving Skills: Strong problem-solving abilities and a proactive approach to addressing technical challenges.
Ability to diagnose and resolve issues effectively.
CERTIFICATE & AWARDS
Introduction to Cyber Security: Certificate | 2023
Standard English/Western Certification: Certificate | 2023
Best Graduating Student in Entrepreneurship: Award | 2019
