Shina Audu

SHINA GODWIN AUDU 9 Osikola Street, Adesanmi Area, Oduduwa Estate, Ile-Ife, Osun State-| - Upwork Profile PROFESSIONAL SUMMARY Customer-focused Technical & Remote Support Specialist with over 5 years of experience delivering high-quality troubleshooting, remote assistance, and customer service for Microsoft 365, Windows OS, and hardware systems. Proven track record of 96%+ CSAT, reducing resolution times, and leading support teams to exceed performance KPIs. Adept in using CRM platforms, ticketing systems, and remote tools to resolve issues efficiently. Recognized for strong communication skills, process improvement, and the ability to translate technical solutions into clear, user-friendly guidance – grounded in a reputation for integrity and professionalism. TECHNICAL SUPPORT HIGHLIGHTS • Resolved 45 customer issues weekly on average across Microsoft 365 and Windows OS with First Contact Resolution (FCR) rate of 85%. • Led PODs that improved SLA compliance by 20% within 3 months. • Reduced OneDrive-related escalations by 15% through Team coaching and targeted user education and trained team members on Microsoft Copilot, boosting adoption rates by 30%. CORE COMPETENCIES Technical Skills: Microsoft 365 (Outlook, Word, Excel, OneDrive, Copilot), Windows OS Troubleshooting, Hardware Diagnostics & Repair, Remote Desktop, Microsoft Dynamics 365, Power BI, Rave, Quick Assist. Support & Service Skills: Incident Management, Ticket Resolution, Knowledge Base Utilization, Customer Education, Performance Reporting, Team Leadership, SLA Compliance, Process Improvement. Soft Skills: Empathetic Communication, Analytical Thinking, Problem-Solving, Time Management, Adaptability. PROFESSIONAL EXPERIENCE Microsoft Amplify | Gig Plus – Remote (Windows, Office, OneDrive & Copilot Support) Consumer M365 Admin Support Agent | Mar 2025 – Jun 2025 • Provided Tier 1 - 2 support for Windows, Microsoft 365 apps, OneDrive and Copilot, achieving 96%+ CSAT across customer interactions. • Managed tickets via Dynamics for Microsoft (DFM), ensuring timely follow-ups and issue resolution. • Escalated complex cases to account teams, reducing resolution time by 15%. POD Lead – Consumer M365 Family Support | Apr 2023 – Mar 2025 • Led a 12 - member support team, increasing productivity by 18% through identifying performance gaps, boosting compliance, and fostering a high-morale work environment. • Used Rave, Microsoft Dynamics & Power BI to track KPIs, generate weekly performance reports, and identify improvement opportunities. • Coordinated with OneDrive engineering teams to resolve escalations, improving turnaround time for critical cases. Consumer M365 Family Support Agent | May 2022 – Apr 2023 • Delivered technical support via Rave for Microsoft 365 users, achieving a 90%+ First Contact Resolution rate. • Educated users on new features, increasing tool adoption and reducing repeat issues. Del-Survive Computer Technology – Ile-Ife, Nigeria Computer Support Specialist | May 2018 – Apr 2022 • Diagnosed and repaired hardware/software issues, restoring systems for 100+ clients monthly. • Performed system setups and configurations for individuals and small businesses. • Maintained strong client relationships through timely service and clear communication. Imo State University – Vice Chancellor’s Office – Owerri, Nigeria Office Assistant (NYSC) | Jul 2017 – Apr 2018 • Managed official correspondence and supported administrative operations with high confidentiality. EDUCATION & CERTIFICATIONS • Higher National Diploma (HND), Banking & Finance – Federal Polytechnic, Ede, Osun State | Distinction, 2016 • National Diploma (ND), Banking & Finance – Federal Polytechnic, Ede, Osun State | Distinction, 2014 ACHIEVEMENTS • Consistently ranked among the top-performing agents and POD Leads in the Consumer Line of Business, achieving exceptional CSAT scores and maintaining strong SLA compliance. • Consistently earned performance bonuses in recognition of exceptional leadership and outstanding customer service. REFERENCES Available upon request.