Ifeoma Faith Edeh

Ifeoma Faith Edeh Technical Support Specialist | IT Operations & Onboarding Lagos, Nigeria | linkedin.com/in/Ifeoma-edeh Remote-Ready (WAT / US East Overlap / EU Overlap) Professional Summary Results-driven IT professional with over 6 years of experience in IT administration, technical support, and remote onboarding. Proven expertise managing Microsoft 365 environments, troubleshooting complex hardware/software issues, and implementing robust security measures such as MFA and DLP policies. Adept at leading cross-functional teams and streamlining operations through workflow automation. Core Skills ●​ Microsoft 365 Administration: Exchange Online, SharePoint, Teams, OneDrive ●​ Identity & Access Management: Active Directory, Azure AD, MFA, DLP ●​ Technical Support: Helpdesk ticketing, hardware/software troubleshooting, Data Documentation ●​ Scripting & Automation: PowerShell, Power Automate ●​ Cloud & Infrastructure: Azure Fundamentals, LAN/WAN/DNS/VPN ●​ Platforms: ServiceNow, Salesforce, Dynamics 365, Windows Server Professional Experience Exchange Online Trainer | De9mics Consults June 2024 – Present ●​ Design and deliver virtual training programs for Exchange Online, including presentations and video content. ●​ Coordinate virtual training logistics, scheduling, and participant communications. ●​ Provide personalized remote support to executive clients regarding Exchange Online workflows. ●​ Maintain comprehensive process documentation for team reference and ongoing learning. Commercial M365 Ambassador | Upwork Global (Remote) Nov 2023 – May 2024 ●​ Provided technical support for Office 365 users, resolving issues across Exchange, SharePoint, and Teams. ●​ Resolved IT tickets within 10 minutes of receipt with high customer satisfaction scores. ●​ Assisted 500+ users on Dynamics 365, improving data tracking and issue resolution.Created user guides that reduced repeat queries by 25%. ●​ Created user guides that reduced repeat queries by 25%. IT Support Administrator / Service Manager | Manuchar Trading House International Ltd Aug 2022 – Jan 2024 ●​ Provided frontline assistance to 50+ staff members for hardware, software, and network issues. ●​ Managed user accounts and access privileges across Active Directory and Office 365. ●​ Automated service workflows via ServiceNow and Salesforce, reducing ticket resolution time by 35%. ●​ Implemented security protocols, including MFA and patch management. Microsoft 365 & Windows OS Support Engineer | Tek Experts Nigeria June 2019 – July 2022 ●​ Delivered enterprise-level support for M365 (Exchange, OneDrive, SharePoint, and Teams) ●​ Used PowerShell scripting to automate tasks and reduce manual intervention. ●​ Resolved 50+ weekly cases with a 94% first-contact resolution rate. ●​ Improved Net Promoter Score (NPS) by 20 points through personalized onboarding. Education & Certifications ●​ B.Sc. (Hons) Computer Science & IT: Caritas University, Enugu State (2012) ●​ Certifications: MS-900 (M365 Fundamentals), AZ-900 (Azure Fundamentals), CompTIA Network+, ITIL 4 Foundation Tools & Stack ●​ Support: ServiceNow, Salesforce, Notion, Loom ●​ OS: Windows Server, Linux, macOS ●​ Dev: HTML/CSS, ReactJS, Power BI