Kenneth Akata
Lagos,Nigeria
Summary
Results-driven Technical Support Engineer with over 4+ years of experience delivering end-to-end technical support within enterprise environments, supporting over 1,000 users. With a strong background in Computer Science, I have developed solid expertise in Microsoft technologies, incident management, and service delivery, enabling me to efficiently analyse, diagnose, and resolve complex technical issues while maintaining high SLA performance and minimizing system downtime.
I am highly proficient in managing multiple tasks and priorities in fast-paced environments, handling escalations, maintaining accurate system documentation, and ensuring consistent service quality. My experience extends to leveraging Microsoft 365 Copilot and other AI-driven tools to streamline support workflows, automate repetitive tasks, accelerate incident analysis, and enhance response quality and turnaround time. I am particularly skilled at translating complex technical concepts into clear, user-friendly solutions that improve overall customer experience and operational efficiency.
In addition to my technical capabilities, I bring strong analytical thinking, problem-solving, and collaboration skills, combined with a solid understanding of computer applications, systems management, and foundational programming. I am committed to continuous learning and staying current with evolving technologies, and I am driven to contribute meaningfully within innovative, growth-focused organizations where I can apply my expertise, improve processes, and deliver measurable results.
Overview
15
15
years of professional experience
Work History
Technical Support Engineer - M365
Teknowledge
2024.08 - Current
- Provided responsive and high-quality technical support to customers and internal teams, diagnosing and resolving software, hardware, and system issues through phone, email, chat, and remote access. Ensured timely resolution, maintained clear communication throughout the support lifecycle, and contributed to improved user experience and service efficiency
- Investigated and resolved complex technical incidents by performing detailed diagnostics, providing effective solutions or interim workarounds, and escalating high-impact issues to senior teams with thorough analysis and actionable insights.
- Performed in-depth analysis and diagnosis of complex technical issues, identifying root causes and delivering effective, sustainable solutions; maintained accurate documentation of customer interactions, troubleshooting steps, and resolutions while contributing to the development and continuous improvement of knowledge base articles; consistently stayed up to date with evolving product features, technologies, and industry best practices to enhance technical expertise and deliver high-quality support.
- Developed data-driven approach to problem-solving.
- Participated in the development of AI-driven applications, enhancing user experience and functionality.
- Leveraged Microsoft 365 Copilot to optimize incident management by accelerating root cause analysis, generating accurate technical responses, and summarizing complex support cases; enhanced communication using Copilot in Outlook and Teams to produce clear, professional customer updates and escalation notes; utilized Copilot in Excel to analyze support data, identify recurring issues, and deliver actionable insights for proactive problem management, resulting in improved resolution times and SLA adherence.
- Enhanced internal productivity by using Copilot to quickly retrieve, summarize, and contextualize Microsoft documentation and troubleshooting guidance.
IT Support Specialist
United Bank of Africa
2022.05 - 2024.07
- Troubleshooting and resolving technical issues with computer systems, hardware, software, and networks.
- Providing technical assistance and support to end-users via phone, email, chat, or in-person.
- Installing, configuring, and maintaining computer systems, software, and hardware.
- Diagnosing and resolving complex technical problems, escalating issues to senior teams when necessary.
- Documenting customer interactions, issue resolutions, and knowledge base articles.
- Performing routine maintenance tasks, such as backups, updates, and security checks.
- Head office Marina
IT Support Specialist
TRADE EDGE CODING AND MARKETING LIMITED
2021.06 - 2022.02
- Troubleshooting and resolving technical issues with computer systems, hardware, software, and networks.
- Providing technical assistance and support to end-users via phone, email, chat, or in-person.
- Installing, configuring, and maintaining computer systems, software, and hardware.
- Diagnosing and resolving complex technical problems, escalating issues to senior teams when necessary.
- Documenting customer interactions, issue resolutions, and knowledge base articles.
- Performing routine maintenance tasks, such as backups, updates, and security checks.
IT INSTRUCTOR
HELPERS COLLEGE LAGOS STATE
2018.10 - 2021.05
- Designing and developing curriculum for IT courses, ensuring alignment with industry needs and standards.
- Delivering instructor-led training sessions to students, either in-person or online.
- Conducting hands-on labs, demonstrations, and exercises to illustrate key concepts and skills.
- Assessing student progress, providing feedback, and evaluating course effectiveness.
- Staying current with industry trends, technologies, and best practices to maintain expertise.
- Developing and updating course materials, including presentations, lab guides, and assessments.
- Collaborating with other instructors, industry partners, and stakeholders to ensure course relevance.
IT INSTRUCTOR
BITONIC SCHOOLS
2016.07 - 2018.03
- Designing and developing curriculum for IT courses, ensuring alignment with industry needs and standards.
- Delivering instructor-led training sessions to students, either in-person or online.
- Conducting hands-on labs, demonstrations, and exercises to illustrate key concepts and skills.
- Assessing student progress, providing feedback, and evaluating course effectiveness.
- Staying current with industry trends, technologies, and best practices to maintain expertise.
- Developing and updating course materials, including presentations, lab guides, and assessments.
- Collaborating with other instructors, industry partners, and stakeholders to ensure course relevance.
IT INSTRUCTOR
ELOBS SCHOOLS
2016.07 - 2018.03
- Designing and developing curriculum for IT courses, ensuring alignment with industry needs and standards.
- Delivering instructor-led training sessions to students, either in-person or online.
- Conducting hands-on labs, demonstrations, and exercises to illustrate key concepts and skills.
- Assessing student progress, providing feedback, and evaluating course effectiveness.
- Staying current with industry trends, technologies, and best practices to maintain expertise.
- Developing and updating course materials, including presentations, lab guides, and assessments.
- Collaborating with other instructors, industry partners, and stakeholders to ensure course relevance.
MARKETER
MTN SOMOLU
2014.05 - 2015.03
- Developing and executing marketing strategies to reach target audiences.
- Conducting market research and analyzing consumer behavior.
- Creating and distributing engaging content across various channels (social media, email, blogs).
- Managing and optimizing digital marketing campaigns (paid advertising, social media ads).
- Building and maintaining brand awareness and reputation.
- Collaborating with cross-functional teams (sales, product, creative).
- Analyzing campaign performance, tracking metrics, and adjusting strategies.
ADMIN SUPPORT ASSISTANT
AKATSON TREASURE VENTURES
2011.02 - 2012.11
- Managing and maintaining calendars, scheduling appointments, and arranging meetings.
- Handling phone calls, emails, and correspondence.
- Preparing and editing documents, reports, and presentations.
- Providing support with events, meetings, and conferences.
Education
Bachelor of Science (B.Sc) -
BESTOWER INTERNATIONAL UNIVERSITY
09.2023
Higher National Diploma (HND) -
YABA COLLEGE OF TECHNOLOGY
07.2019
National Diploma (ND) -
YABA COLLEGE OF TECHNOLOGY
06.2016
Skills
- Microsoft 365 Administration (Exchange Online, Teams, SharePoint, OneDrive)
- Azure & Identity (Azure AD / Entra ID, MFA, Conditional Access)
- Technical Support & Incident Management
- Microsoft 365 Copilot & AI Productivity Tools
- PowerShell (Basic scripting & automation)
- Ticketing Systems (ServiceNow / Zendesk / Jira)
- Troubleshooting & Root Cause Analysis
- Documentation & Knowledge Base Development
- Customer Communication & Stakeholder Management
- Confidentiality & Information Security
- Active Listening & Communication
- Team Collaboration
- Data-Driven Decision Making
Accomplishments
BEST GRADUATING STUDENT, I am honored to have emerged as the best graduating student of the prestigious DAYLAB School of Technology and Business Studies in the year 2012.
Timeline
Technical Support Engineer - M365
Teknowledge
2024.08 - Current
IT Support Specialist
United Bank of Africa
2022.05 - 2024.07
IT Support Specialist
TRADE EDGE CODING AND MARKETING LIMITED
2021.06 - 2022.02
IT INSTRUCTOR
HELPERS COLLEGE LAGOS STATE
2018.10 - 2021.05
IT INSTRUCTOR
BITONIC SCHOOLS
2016.07 - 2018.03
IT INSTRUCTOR
ELOBS SCHOOLS
2016.07 - 2018.03
MARKETER
MTN SOMOLU
2014.05 - 2015.03
ADMIN SUPPORT ASSISTANT
AKATSON TREASURE VENTURES
2011.02 - 2012.11
Bachelor of Science (B.Sc) -
BESTOWER INTERNATIONAL UNIVERSITY
Higher National Diploma (HND) -
YABA COLLEGE OF TECHNOLOGY
National Diploma (ND) -
YABA COLLEGE OF TECHNOLOGY