I am a Customer Service and Technical Support professional with over three years of experience supporting users in high-volume Microsoft 365 environments. I specialize in delivering clear, patient, and effective support through phone, chat, email, and ticketing channels.
I have hands-on experience troubleshooting Microsoft 365, Outlook, Exchange Online, account access, login failures, multi-factor authentication, Azure AD, and Entra ID issues. I translate technical problems into simple guidance that helps customers resolve issues confidently.
In my current Technical Lead role, I lead a team of more than 20 support engineers while serving as an escalation point for complex identity, access, and service-related incidents. I focus on meeting SLA commitments, improving CSAT, and ensuring timely resolution of customer-impacting issues.
I have improved support operations by reducing backlog from 90% to 15%, strengthening case handling, response times, and customer satisfaction. I am comfortable managing escalations, documenting cases accurately, and working calmly under pressure.
My background also includes IT support, customer onboarding, national identity registration support, and frontend development training. I am passionate about improving service quality, mentoring support teams, and creating positive customer experiences.
