Taiwo Lawal

Provided Office 365 support for client users and handled configuration, maintenance, and troubleshooting for Windows-based workstations. Delivered end-user support for Microsoft and third-party applications via phone and a ticketing/helpdesk process. Supported end-user mobile devices across iOS, Android, and Windows while working to ensure customer satisfaction.

Joined escalation calls to help scope reported Microsoft Teams issues and support their resolution. Focused on maintaining service quality and customer satisfaction within the team. Provided mentorship and supported the technical development of other team members.

Handled escalation calls for 1st/2nd level engineers by helping scope issues for faster and more accurate resolution. Managed quality of service and contributed to overall customer satisfaction within the team. Mentored engineers and supported their technical growth and development.

Scoped, clarified, and resolved customer issues through calls and email follow-ups, then supported fixes related to Microsoft communication and collaboration services. Troubleshot communication and collaboration problems involving Microsoft Teams and Skype for Business, including policy and login issues. Advised clients on configuration of call queues, auto-attendant, and direct routing, and supported migration planning from Skype/Lync to Skype for Business Online and Microsoft Teams (including hybrid).

Provided IT support to staff, including network administration and management for printers, computers, and related programs. Installed, configured, and maintained multifunction network printers and large-format printers used in daily operations. Administered server-side print management and office automation software such as Equitrac and MyQ to support document and printing workflows.

Assisted IT officers with network installation, redesign, and improvement projects. Supported installation and maintenance of multifunction network printers and large-format printing equipment. Helped with organization and inventory of compatible printer parts for stock to support timely maintenance and procurement.