Oluwaseun Lawal

• Support everything related to the Microsoft 365 suite for enterprise users.

• Communicated with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.

• Applied technical knowledge relevant to the solution using Microsoft learn and
Microsoft community technical documentation to identify appropriate remediation steps.

• Identified and escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in Microsoft 365 tenants lab environments, and seek guidance from technical leads and subject matter experts as needed.

• Collaborated with domain experts (SME’s) and escalation managers when additional support is needed.

• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

• Provided technical support for SharePoint online users regarding SharePoint site creation SharePoint online custom scripting, SharePoint and OneDrive
permissions.

• Developed and implemented SharePoint and OneDrive access controls and monitored SharePoint performance, managed large SharePoint list and Libraries and troubleshot SharePoint online list workflows to ensure solutions meet business needs.

• Evaluated, planned, migrated, deployed and managed Microsoft 365 Exchange Online services.

• Asked customer targeted questions to quickly understand the root of the problem.

• Followed procedures for proper escalation of unresolved issues to the appropriate internal teams