BABA, DANJUMA YAHYA
Customer Service Specialist
Abuja. Nigeria
Tel: -
Email:-LinkedIn: https://www.linkedin.com/in/baba-yahya/
CAREER PROFILE
Driven specialist with experience providing technical support and customer service to end-users. Proven track
record of efficiently troubleshooting hardware and software issues, developing user training materials and
creating user documentation. Adept in driving user satisfaction and creating long-term relationships with
customers. Possesses strong communication and analytical skills.
EDUCATION:
Ibrahim Badamasi Babangida University, Lapai
B.Sc. Computer Science
October 2011 – September 2015
WORK EXPERIENCE:
CROSSOVER FOR WORK. Auston. TX. USA
Customer Support Engineer Level 1
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June 2022 – June 2023
Collaborated with other departments to ensure timely resolution of customer requests.
Developed efficient processes to improve customer experience and reduce response times.
Provided guidance to customers on proper use of products and services through educational materials.
Resolved user inquiries in a timely manner while maintaining high quality standards.
TEK- EXPERTS. Evertyone, Victoria Island. Lagos. Ng
Microsoft Technical Support Engineer Level 2
Jan 2020 – June 2022
Concierge (Exchange Online, SharePoint Online, OneDrive, Teams, Microsoft Billing,)
➢ Experienced in providing superior service frontline Technical Support to enterprise cooperate
clients, using advanced troubleshooting mechanisms.
➢ Working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active
Directory Connect tool (AD Connect), and advising Customers on the best course of action.
➢ Experience working with Active Directory - Active Directory Domains and Trusts, Active
Directory Sites and Services.
➢ Initiating a structured activity for Customers, in compliance with the internal rules and procedures
of the Company, and the internal Regulations.
➢ Working autonomously as part of a Global team.
FIRST BANK NIGERIA. Head office, Marina
IT service desk Analyst
Jan 2019 - January 2020
➢ Developed extensive knowledge of operating systems, networks, and applications to resolve user inquiries in
a timely manner.
➢ Provided remote and onsite troubleshooting of hardware and software issues, resolving problems quickly and
efficiently.
➢ Installed and configured new hardware and software components based on user requirements.
➢ Utilized problem-solving skills to identify root cause of system errors and devise appropriate solutions.
➢ Created detailed documentation for all incidents reported by customers, ensuring accurate tracking of
progress towards resolution.
➢ Monitored server performance metrics to ensure optimal operation and take preventive actions when
necessary.
SKILLS
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Helpdesk Administration
Technical Support and Assistance
Customer Support
User Experience
Call and Chat Management
Project Trends and Milestones
Quality Standards
CERTIFICATIONS
➢ Microsoft 365 Certified: Teams Administrator Associate
➢ Microsoft Certified Trainer
➢ Scrum Foundation Professional Certificate
October - 2021
October - 2021
May -2021
