Joshua Ojeyi

Led the design and facilitation of comprehensive training programs for internal teams and external clients covering Microsoft 365 products.
Evaluated training program effectiveness, achieving high participant satisfaction and improved performance.
Developed support processes reducing service resolution times and increasing client satisfaction.
Introduced hands-on lab approach to elevate participant engagement.

Led the design and facilitation of comprehensive training programs for internal teams and external clients, covering a wide range of Microsoft 365 products and services, resulting in a 40% improvement in user productivity.
Evaluated the effectiveness of training programs through assessments, feedback, and performance metrics, achieving an average participant satisfaction score of 90% and a 20% improvement in post-training performance evaluations.
Participated in the development and implementation of new support processes and procedures to improve service delivery, reducing service resolution times by 30% and increasing client satisfaction by 15%.
Introduced a hands-on lab approach in the training program, significantly elevating participant engagement, which led to a 25% increase in project completion rates and a 10% reduction in time-to-competency for new hires.
Achieved an 85% pass rate on technical certification exams for trained team members, contributing to a 30% increase in certified specialists within the organization.

Provided technical support to enterprise customers, resolving issues related to various Microsoft products.
Increased customer satisfaction through enhanced support capabilities.
Collaborated with teams to align training with business goals.
Provided support and coaching to new hires, enhancing their technical support provision ability.

Delivered professional technical support and advisory to enterprise customers, resolving an average of 4 incidents per day on issues related to Microsoft services and products, including Exchange Online, Security & Compliance, SharePoint-OneDrive, Teams, and Active Directory-Azure Active Directory, contributing to a 98% first-call resolution rate.
Increased customer satisfaction scores by 25% through enhanced support capabilities, reducing average resolution times by 20% and improving the overall support experience for enterprise clients.
Collaborated with cross-functional teams to ensure alignment of training programs with business goals and customer needs, leading to a 15% improvement in overall service delivery efficiency and a 20% reduction in onboarding time for new projects.
Provided ongoing support and coaching to new hires, enhancing their ability to provide effective technical support, contributing to a 25% faster ramp-up time and increasing new hire productivity by 20% within the first three months.

Reduced travel costs and saved time by deploying guidance remotely for new technology setups.
Presented technical presentations leading to increased sales conversions.
Established efficient workflow processes improving team productivity.

Helped reduce travel costs by 33% and saved an average of 10 hours per week by deploying guidance remotely in the set-up of new technologies, enhancing operational efficiency across multiple locations.
Presented over 50 technical presentations to prospects, effectively showcasing the benefits and value of the organization's products, leading to a 20% increase in sales conversions.
Established efficient workflow processes, monitored daily productivity, and implemented modifications that improved overall effectiveness, resulting in a 15% increase in team productivity and a 10% reduction in project completion times.

Configured hardware and software for workstations, enhancing system efficiency.
Utilized multimedia strategies to increase employee engagement in training sessions.

Configured hardware, devices, and software to set up workstations for 200+ employees across multiple departments, improving system efficiency and reducing setup time by 25%.
Utilized multimedia strategies and technology to convey information in fresh and interesting ways, increasing employee engagement in training sessions by 30% and contributing to a 20% improvement in knowledge retention.

Assisted in completing the CIVAMPEMS project, reducing identity verification errors.
Administered Tier 1 IT support to non-technical users, resolving most issues within first contact.

Worked with the support team and assisted in the completion of Project: CIVAMPEMS (Candidates Identity, Verification, Attendance, Malpractice, and Post-Examinations Management System) on schedule, resulting in a 98% reduction in identity verification errors.
Administered Tier 1 IT support to over 100 non-technical internal users, resolving 90% of issues within the first contact and maintaining a customer satisfaction score of 95% through desk-side support services.