Oshoke Sule

Provided Tier 2+ enterprise support for Azure and Microsoft 365, resolving complex identity, API, and platform issues for global B2B clients, resulting in a 25% improvement in customer satisfaction.

Reduced resolution time by 20% through proactive API troubleshooting and effective collaboration with engineering/product teams on bug escalation.

Managed comprehensive user provisioning, de-provisioning, and access management within Azure AD across diverse enterprise applications for global B2B clients.

Led over 50 enterprise client onboarding sessions, ensuring seamless adoption of Azure identity services and enhancing customer satisfaction.

Monitored identity systems using Azure Monitor, API logs, and log analytics, contributing to a 20% reduction in identity-related incidents by identifying unauthorized access.

Maintained continuous client satisfaction and reduced escalation rates by 10% through proactive support and feedback channel management.

Developed and maintained comprehensive knowledge base articles and client-facing documentation, significantly reducing repeat queries and promoting self-service.

Managed cross-functional projects for application deployments, upgrades, and optimization, enhancing overall enterprise operations.

Optimized operational processes, boosting performance and availability, which led to a 15% increase in overall operational efficiency.

Automated key deployment processes, reducing implementation time by 20%.

Streamlined inter-team workflows, improving coordination and significantly reducing project turnaround times.

Enhanced customer retention by 20% through effective collaboration and advanced troubleshooting strategies.

Managed and documented high-volume support tickets within Salesforce and Zendesk, ensuring accurate record-keeping and efficient resolution.

Supported identity and access configurations for over 500 devices using JumpCloud, Okta, and Google Workspace, enhancing access control and reducing unauthorized activity.

Spearheaded the deployment and troubleshooting of access and device management tools, improving identity lifecycle accuracy by 25%.

Implemented Kofax Control Suite, enforcing secure print and access policies for over 500 users, which significantly reduced access risks and enhanced document security and data protection.

Managed the complete ticket lifecycle in Zendesk, from triage to resolution, ensuring clear documentation of troubleshooting steps.

Developed PowerShell scripts to automate routine support tasks, reducing manual workload and support errors by 20%.

Provided customized solutions and technical support to key partners including Google, Oracle, and Mastercard, achieving a 20% faster deployment rate.

Configured identity and device management solutions across 500+ devices, enhancing security by 25% and optimizing resource utilization.

Efficiently managed and resolved support tickets using Zendesk, ensuring timely prioritization and rapid response.

Maintained transparent communication by regularly updating ticket statuses with detailed troubleshooting steps, ensuring end-user satisfaction.

Conducted over 20 on-site visits, developing customized partner solutions that consistently achieved optimal customer satisfaction.

Trained users and staff on Google Workspace tools, significantly improving adoption rates and tool usage efficiency.

Diagnosed and resolved complex technical issues, reducing resolution time by 25% and enhancing overall system reliability.