Otuto James Anene

Otuto James Anene Technical Support Engineer Tech-savvy, customer-focused support professional with hands-on experience in troubleshooting software, hardware, and network-related issues. Proven ability to manage support tickets, provide remote and on-site assistance, and drive smooth IT operations. Known for empathetic communication, team collaboration, and timely solutions that enhance satisfaction, support adoption, and ensure system performance. CORE COMPETENCIES . ● ● ● Remote Technical support Software & Hardware Troubleshooting Customer Communication and Support ● ● ● Help Desk & Ticketing Systems Network Connectivity Support SaaS Application Support ● ● ● Windows OS / Microsoft 365 / SharePoint End-user Training & Documentation Incident Resolution & Escalation Management PROFESSIONAL EXPERIENCE Technical Support | Jameson General Merchandise, Nigeria (Remote) January 2024 – June 2025 ● Delivered remote and on-site support for device setup, software installation, and system updates across multiple departments, improving user experience and reducing escalations by 15%. ● Supported employee onboarding and ensured device readiness during a companywide system upgrade, enabling over 46 staff to transition smoothly with minimal downtime. ● Partnered with cross-functional teams to anticipate user needs, resolve recurring issues, and improve adoption of new systems. ● Created and maintained internal knowledge base resources that reduced repetitive support requests while empowering employees to troubleshoot independently, improving response times and satisfaction. Microsoft SharePoint and Teams Administrator (Freelance Remote) October 2023 – December 2023 ● Developed and customized Microsoft SharePoint sites for legal clients, enhancing document management, team collaboration, and workflow efficiency. ● Managed Microsoft Teams environments by configuring policies, controlling user permissions, and enforcing governance protocols, resulting in secure and compliant team collaboration. ● Facilitated end-user training and provided technical support on SharePoint and Teams, leading to a 30% reduction in support tickets and increased platform adoption across departments.. CERTIFICATIONS & EDUCATION Microsoft Certified: Azure Fundamentals – AZ 900 (2024) Microsoft Certified: Azure Administrator Associate – AZ 104 BEng. Chemical Engineering: Chukwuemeka Odumegwu Ojukwu University (COOU)