Efemena Egara

EGARA EFEMENA Address: Ajah, Lagos State, Nigeria Mobile No: (- Contact Email:-Sex: Male PROFESSIONAL SUMMARY “An innovative problem-solving Information Technologist with over 5+ years’ hands-on Experience in Cloud computing and Engineering, IT Support, IT Operations with people management, information research, and development, who pays attention to details, troubleshoots and document technology problems and is keen to drive customer satisfaction by providing possible resolution to issues by showcasing empathy, proper case handling, excellent written and verbal communication with an open mind to learn.” CERTIFICATIONS • • • • • • Work force Collaboration and Development(YALI) • International Development • Bootstrap and JQuery (YouAcel) • Management Strategies for people and resource MS-700 Teams Administrator Associate MS-740 Teams Support Engineer Specialty AZ-400 Azure Developer in View AZ-104 Azure Administrator MS-100 Identity and Services • Interpersonal Skills • Excellent written and verbal communication • Time management • Knowledge of Programming Languages • Focused and goal-oriented • Researching Professional Skills • Power Shell Scripting • Power Platform (Power BI, Flow and Automate) • Creative writing and Sales copywriting • Web Design using WordPress, Wix, Bootstrap, HTML, and CSS • Azure Active Directory, AWS, and Windows server SKILLS • • • • • Empathetic Teamwork and Collaboration People management Problem solver Ready to Learn • Microsoft 365 Administrator (Teams, SharePoint,EXO) Troubleshooting Microsoft Teams/SharePoint Diagnose and troubleshoot technical issues Public Speaking Digital Marketing Graphic design using Corel • • • • • PROFESSIONAL MEMBERSHIP • Computer Professionals of Nigeria (CPN) • Young Africa Leadership Initiative (YALI) • Nigeria Computer Society (NCS) • United Nation Volunteer (UNV) WORK EXPERIENCE Black Pelican Nigeria Limited Cloud Solution Specialist/Operations Officer Lagos State, Nigeria January 2023- Present • Office 365 Administrator e.g. Profile new users for M365 with required license, SAP, HRIS • Provide Technical support to Azure Active directory, wireless Telephony setup, and Active directory. • Implement GPO Updates for Applications to Users. • Create awareness of Cyber Security every Tuesday (Cyber Tuesday). • Troubleshoot Networking device and setup. • Install, Configure, and maintain Voice, Data, Wireless & Security Equipment. • Maintain Web Security and Functionality. Tek Experts Nigeria POC/Acting Technical Lead (MS Teams Support Engineer) Lagos State, Nigeria March 2022- January 2023 • Review support request of over 70% aligned support engineers and provide action plans, take ownership of complex cases and drive them to closure. • Monitor the progress of all support request raised daily and prompting action on the support request that appeared to be complex and archived resolved tickets satisfactorily. • Review all escalated cases by level 2 support specialist, monitor the process, provide advanced technical troubleshooting and diagnosing, and proceed to escalate to the product group for possible debugging and modification. • Document all technical actions and research carried out in a detailed manner and scope customers issue and support boundaries by collecting relevant facts Technical Support Engineer L2 (MS Teams/SharePoint Support Engineer) September 2021- March 2022 • Delivers advance technical troubleshooting and problem solving solutions for corporate customer including IT experts and Developers. • Supporting over 80% Microsoft Teams online infrastructure for Microsoft enterprise professional Customers in EMEA, NOAM and APAC regions through Phone, Email and Chat modalities. • Design Power Platform solution for user e.g. Automated Flows and linking it with Teams • Troubleshoot storage and permission issues within SharePoint site an • Troubleshooting and resolving over 80% of issues related to Microsoft Teams, SharePoint, Azure Active Directory setup e.g. Auto-Attendants, Webinars, Conditional Access policies, Sign-in issues, permissions and external collaboration (B2B) etc. • Proper scoping, documentation of customers support request, research, action plans, and resolution steps. • Collaborate with cross team on cross product technical issues by working with colleagues from other team, Technical Lead, Subject Matter Experts, Technical Advisor, Escalation Engineers when needed to resolve customers concerns. • Join customers on remote session using Tools like Zoom, Teams, and Quick Assist, to better understand the issue and proffer a faster isolation and resolution. • Manage Irate Customers by actively listening and reassuring them of better experience. • Showing empathy, ensuring customers confirm resolution before case closure. • Create an engaged workforce that live the organizational Value and delivers great values to our client. Zenith Bank Nigeria Warri, Delta State, Nigeria Technical Cloud Engineer February 2021- July 2021 • Delivers advance technical troubleshooting and problem-solving solutions for the corporate customer including IT experts and Developers. • Collaborating with engineering and development teams to evaluate and identify optimal cloud solutions. • Interacting with clients, providing cloud support, and making recommendations based on client needs. • Ensuring efficient functioning of data storage and processing functions in accordance with company security policies and best practices in cloud security. • Identifying, analyzing, and resolving infrastructure vulnerabilities and application deployment issues. • Regularly reviewing existing systems and making recommendations for improvements. Iko Ovo Orimaro Nigeria Limited Warri, Delta State, Nigeria IT Support Specialist June 2018 – Dec 2020 • Provided 1st and 2nd level support to users and troubleshoot issues related to access, online connection, file storage, and application functionality. • Troubleshot and Provided resolution related to windows 7, 8 and 10 issues. • Oversee and took inventory of information systems, computer software and hardware operations and trained staffs on new systems and applications. • Designed the Fire Suppression System (FM-200) User-manual for Seplat Petroleum Development Company. • Transformed the companies profile by redesign. • Designed and implemented the e-copy of product quotation with reduced cost of 60%. • Designed invoices, waybills and service delivery form for proper data collection and feedback to enhance customer satisfaction. • Compiled, documented and presented information researched. • Managed company’s Website and Email listing. EDUCATION Bachelor in Technology (B.Tech) Computer Science Second Class Upper 21 Federal University of Technology, Owerri (FUTO) December 2019 Diploma, Computer Science Drisoft Computer Institute July 2013 INTEREST Power Platform Development | Technical Support Engineer | Virtual Assistant | Teams/SharePoint Administrator Learning & Improvement