Anne Chiamaka Nwaugha

I am a Technical Support Engineer and a Customer Support Specialist with a sharp eye for complex problems and an even sharper instinct for solving them.

With hands-on experience across the full Microsoft 365 ecosystem including Exchange Online, SharePoint, Teams, OneDrive, Azure AD, and Intune, I thrive in high-pressure, SLA-driven environments where user productivity and system reliability cannot wait.

My work is built on precision. At Tek Experts Nigeria, I achieved an 80% first-contact resolution rate and cut average ticket resolution time by 15%. This was not by luck but through structured troubleshooting, deep product knowledge, and root cause analysis that stops problems from coming back.

I managed high-volume queues in ServiceNow without letting urgency compromise accuracy, and I consistently hit KPI and customer satisfaction targets because I treat every ticket as someone's real, urgent problem.

Beyond break-fix support, I administer Microsoft 365 tenants end to end, handling user provisioning, Conditional Access policies, MFA configuration, mail migrations across IMAP and Google Workspace environments, and keeping endpoint devices compliant through Intune and MDM standards. I have also optimised Teams Voice deployments, configured auto attendants and call queues, and resolved sync issues across Windows, macOS, iOS, and Android platforms.

What sets me apart is how I communicate. I translate complex technical situations into plain language that empowers users rather than overwhelming them. I document what I learn, build knowledge bases that outlive individual tickets, and work across teams to close gaps before they become bigger problems.

My background is more layered than it looks. Before moving into tech, I taught at Bridge International Academies where I learned to spot knowledge gaps early, adapt quickly, and explain anything to anyone. Those skills show up in every support interaction I handle today. I also hold a Scrum Master certification and bring data skills through Python, SQL, PowerShell, Power BI, and Tableau, which helps me analyse patterns rather than just individual symptoms.

I am well suited for Technical Support and Customer Support or Team Lead roles where technical depth, service excellence, and strong people skills all matter equally. I do not just keep systems running. I raise the standard of how support gets done.