EXPERTISE AREA:

Technical Support - Cloud Technologies - Troubleshooting - Analysis/Problem Solving - Customer Service - Training - Technical Writing Documentation - User Training - Software/Hardware - Desktop Technologies - Networking

PROFESSIONAL SUMMARY:

• Demonstrated excellence in providing high quality technical support, training users, and troubleshooting and resolving complex technical problems and issues.
• Adept at grasping new technologies and environments.
• Leveraged service orientation and technical skills to achieve effective problem resolution and 100% customer/user satisfaction.
• Created comprehensive documentation. Team player who is able to relate to people at any level.
• Outstanding communication and technical skills. Bilingual (English and Spanish).
• Proficient with variety of operating systems/software, automation, Ghost and Confidential Imaging Software.
• Experienced in working in executive environments.

CAREER PROGRESSION:

Office 365 Exchange Online/Outlook support

Confidential, Irving, TX

Responsibilities:

• Providing support for Outlook mobile app in iOS and Android devices
• Troubleshooting Exchange online, permissions and email routing issues.
• Supporting Outlook 2010, 2013 and 2016
• Developed personal work flows using Outlook templates to help with workload.

Office 365 support

Confidential, Dallas, TX

Responsibilities:

• Provided 2nd level support to Confidential ’s 90, 000 mailboxes migration to Exchange Online
• Effectively worked and resolved hundreds of Outlook, Office 365, Azure, Exchange Online, Exchange, Active directory permissions and email routing issues.
• Developed work method using Outlook templates and PowerShell functions to help with workload.
• Closing an average of 8 cases per day.

Escalation support engineer

Confidential, Irving, TX

Responsibilities:

• Providing 3rd Tier Escalation Level Support to Confidential 's Office365 Exchange Online Premier customers
• Responsible for providing in-depth technical support to resolve critical and escalated issues for Enterprise customers via telephone, written correspondence and via other electronic services
• Responsible for developing and maintaining highly collaborative and effective working relationships with the premier customers, account teams, onsite consultants and product group
• Led Product Engineering Engagements, submitted critical design change requests, took ownership for product improvement and collaborated on pre-release products
• Improved customer satisfaction through timely engagement, issue resolution and preventing executive escalations thereby preventing politically charged situations
• Provided consulting and advisory services to partners and customers to increase product market share
• Became a Subject Matter Expert (SME) in the areas like Autodiscover, Free/Busy, Migration, Transport/Mailflow, Client connectivity, Federation, TLS Certificates, Spam-Spoofed Email and Exchange Online Protection
• Collaborated with several cross-product teams and achieved proficiency in Outlook, Active Directory, Networking, Azure Identity, ADFS and other related components
• Provided Hybrid configuration assistance for customers who want to have coexistence between OnPremise solution and Cloud solution
• Assisted customers with Cloud migrations when migrating from on premises solutions like Exchange 2007/2010/2013/2016 to Office365 Exchange Online

Latam Support Engineer

Confidential, Dallas, TX

Responsibilities:

• Windows Server 2008, 2013 and related Technologies
• DNS, DHCP, Active Directory Services, Failover Clustering, File Services, Group Policy, Hyper-V, Network Load Balancing
• Networking
• Windows client
• Windows Clustering

Computer Technician/Jr Windows Administrator

Confidential, Frisco, TX

Responsibilities:

• Laptop and desktop imaging creation using ghost and ImageX software
• Windows Server 2008 servers and RAID configurations
• Sprint iPhones and Hot Spots configurations, email, wifi, etc
• Verizon iPhones and JetPack (hot spots) configurations, email, wifi, etc
• Windows Server Administration
• Batch files and Powershell scripts creation
• Group Policy design
• Cisco wireless bridges configuration

Computer Technician

Confidential, Richardson, TX

Responsibilities:

• Resolve and close hundreds of tickets every month—support 1,000+ users across two buildings.
• Leveraged service orientation and technical proficiencies to quickly and effectively resolve issues and achieve 100% customer satisfaction.
• Handle computer upgrades (laptops, desktops) to newer models. Seamlessly and efficiently orchestrated 100s of migrations (user and data settings) by creating automated scripts.

Network Administrator

Confidential, Dallas, TX

Responsibilities:

• Successfully setup and configured network and small business server from ground up. Created, configured, and administered user settings, including permissions and passwords.
• Orchestrated network migration from 2003 to 2008; and Exchange from 2003 to 2007. Recreated Windows/Exchange profiles; replaced domains.
• Maintained network; achieved 100% uptime across LAN/WAN network (wired and wireless).
• Configured computer/network-based surveillance system.
• Responsible for maintaining server patch, server image, and file-based backups.