About
Experienced Microsoft 365 leader with a proven record of driving operational excellence, critical incident governance, and customer success at scale. Extensive experience leading 20+ member teams across Nigeria and Rwanda, delivering high-impact support across APAC, EMEA, and AMS time zones. Combines deep technical expertise in Exchange Online and Microsoft 365, strong people leadership, and executive-level incident management, with a solid foundation in backend software engineering.
Work Experience
Team Manager - Microsoft Critical Situation (CritSit/HICE)
May 2025
TekKnowledge
- Oversaw a 20+ CMET Customer Service Manager team managing mission-critical Microsoft incidents.
- Reduced customer escalations by 80% within 6 months through disciplined triage and escalation governance.
- Enhanced client and executive engagement, improving customer confidence during high-severity incidents.
- Led cross-functional coordination with Microsoft engineering, product, and leadership teams.
- Instituted post-incident reviews and preventive action plans, strengthening long-term service stability.
Team Manager - Customer Success Account Management
Mar 2024
TekKnowledge
- Led a 20+ agent Customer Success team supporting Microsoft CSAMs across enterprise accounts.
- Improved customer engagement consistency through proactive case governance and communication.
- Drove performance through coaching, KPI tracking, and structured quality reviews.
- Strengthened collaboration with Microsoft stakeholders to align technical delivery with customer success objectives.
- Improved operational efficiency by standardizing workflows and performance expectations.
Technical Lead II - Microsoft 365
Sep 2022 – Mar 2024
Teknowledge (formerly Tek-Experts)
- Served as Exchange Online Technical Lead in Nigeria, providing escalation oversight for complex enterprise cases.
- Selected to relocate to Rwanda to manage and stabilize the business in a broader operational scope.
- Led Exchange Online support operations across APAC, EMEA, and AMS time zones.
- Guided engineers on high-risk, high-complexity cases, improving resolution quality and reducing escalations.
Technical Support Engineer & Technical Trainer
Sep 2020 – Sep 2022
Teknowledge (formerly Tek-Experts)
- Resolved complex Level 2 Exchange Online issues covering mail flow, hybrid, identity, and service reliability.
- Partnered with Microsoft engineering teams for root cause analysis and permanent remediation.
- Maintained strong SLA adherence while managing multiple concurrent enterprise cases.
- Trained and mentored new engineers, accelerating time-to-productivity and improving case quality.
Python Backend Engineer
Feb 2020
Instant Deposit Limited | Genesis Tech Hub, Enugu, Nigeria
- Designed and developed backend services using Python (Flask, FastAPI) for scalable platforms.
- Built APIs supporting e-payment processing, transaction systems, and automated robocall solutions.
- Integrated USSD platforms using Africa's Talking Gateway and Twilio.
- Contributed to COVID-19 testing and recommendation systems during the 2020 response period.
Python Backend Engineer Intern
Sep 2019
NHub Nigeria | Anglo Jos, Plateau State, Nigeria
- Expert in navigating Linux (Ubuntu) for coding journeys.
- Proficient in terminal commands and the Flask framework using Python.
System Support / Computer Instructor
Jan 2016
Data Tech West Africa Ltd, Owerri, Imo State, Nigeria
- Delivered training on MS Access, Excel, Graphics, and presentations for children and adults.
- Supported Imo State civil servants in using computers for employee management and record keeping.
- Organized CBT classes to equip JAMB candidates with essential computer skills.
- Aided in the establishment of a CBT center for online classes and examinations.
Awards
2021
Best Engineer M365 | Exchange Online - Tek-Experts Nigeria
2024
Best Performing Technical Lead | M365 - Tek-Experts Rwanda
2025
Outstanding Manager | CSAM - Tekknowledge Rwanda
2026
Best Performing Team Manager | CritSit - Teknowledge Rwanda