Chidimma Thelma Ugwu

CHIDIMMA UGWU 7A OCEAN PALM ESTATE SANGOTEDO, LAGOS ISLAND, Nigeria - thelmahills3 0 @ gmail. com PROFESSIONAL SUMMARY Resourceful technical Technical Support issues efficiently. Engineer Recognized with for a strong enhancing ability customer to resolve complex satisfaction through effective troubleshooting and clear communication. Possesses strong problem-solving skills, excellent time management, and high emotional intelligence. Proficient in SharePoint, Active Directory, Exchange Online, Purview, and Microsoft 365 products. Demonstrated success in resolving customer issues on first calls, ensuring swift and effective support. Awarded Best Performing Engineer for Microsoft SCIM twice in a row, showcasing a consistent track record of excellence. Committed to leveraging technical expertise to drive organizational efficiency and improve customer experiences. WORK HISTORY TECHNICAL SUPPORT ENGINEER II | 04/2023 - Present TEK EXPERTS - LAGOS ISLAND ● Resolved customer support tickets related to Exchange Online, OneDrive, Purview and SharePoint issues in a timely manner. ● Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely. ● Established effective rapport with customers through professional handling of their queries and concerns. ● Achieved high levels of customer satisfaction by delivering reliable solutions within stipulated timelines. ● Provided personalized recommendations for subscription plans based on customer needs TECHNICAL SUPPORT ENGINEER II | 06/2022 - 01/2023 IENGINEERING - LAGOS ISLAND ● monitored and executed the daily operational activities needed to manage IT services and the supporting IT infrastructure ● Tracked and documented all defects and resolutions in detail through a designated ticketing system. ● Resolved escalated customer support tickets related to networking issues in a timely manner. ● Resolved any issues related to the servers, networks and telecommunications by consistently troubleshooting and monitoring. TECHNICAL SUPPORT ITERN | 01/2021 - 03/2022 ITUNE INTL. TECH - CALABAR ● Configured operating systems, software applications and network settings to ensure optimal performance. ● Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications. ● Provided technical support to users by troubleshooting issues related to hardware, software, and network connectivity. ● Provided personalized recommendations for subscription plans based on customer needs TECHNICAL SUPPORT ITERN | 01/2018 - 03/2019 INFLUENCERS HUB DIGITAL - GHANA ● ● ● ● ● ● Managed customer complaints effectively, enhancing company reputation for good service. Provided remote support, improving efficiency of service delivery. Coordinated software updates to minimize business disruption. Improved efficiency and productivity by acquiring new skills. Handled high-volume telephone and email enquiries to minimize backlogs. Successfully delivered on tasks within tight deadlines. SKILLS ● ● ● ● ● ● Effective communication SharePoint Case Management ● ● ● ● ● ● Purview & windows defender Active Directory Customer service expert Exceptional telephone etiquette Troubleshooting Remote support tools expertise Exchange Online M 3 6 5 product proficiency Time-management EDUCATION UNIVERSITY OF NIGERIA, NSUKKA - ENUGU | Bachelor of Science Estate Management, 2019 JAMIE PAJOEL UNIVERSITY, CANADA | DIPLOMA Executive Assistant, 2025 CERTIFICATION Microsoft 365 Certified: Fundamentals (MS-900) Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) Microsoft Applied Skills: Implement information protection and data loss prevention by using Microsoft Purview Microsoft Certified: Power Platform Fundamentals (PL-900) LANGUAGES English Fluent HOBBIES AND INTEREST ● Hanging out and Gaming