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Microsoft Support Escalation Engineer Resume

Las Colinas, TX

SUMMARY:

Extremely motivated professional that far exceeds expectations through persistent development that is built upon solid work ethics and an unmatched passion that drives continued results within complex and evolving environments. Demonstrated strong interpersonal and communication skills, while working with diverse clients including highly technical IT professionals, developers, architects and executive management.

SKILLS & EXPERTISE:

Bilingual Spanish/English | Exchange Online | Office 365 | Microsoft Exchange | Active Directory | Troubleshooting | Problem Solving | DNS | Microsoft Office | Customer Service | Technical Support | Team Building | Microsoft Outlook | | Azure AD Connect | Azure AD Premium | Office 365 Tenant configuration | MX Records | Domain Registration | Autodiscover | Microsoft Intune | Microsoft Azure | OWA | Office Pro Plus | Office Pro Plus Activation | Exchange Online Protection | Skype for Business PSTN Conferencing | OneDrive |SharePoint | PowerShell | Command Prompt | Windows 7 | Windows 8 | Windows 8.1 | Windows 10 | Mac OS | Windows Server | Networking | Cloud Computing | Strategy | Data Analysis | Independent Thinking | Work Under Minimal Supervision | Interpersonal Skills | Customer Relations| Customer Satisfaction | Positive Work Environment | Collaborative Environment | Organizational Effectiveness | Easily Adaptable

PROFFESIONAL EXPIRIENCE:

Microsoft Support Escalation Engineer

Confidential, Las Colinas, TX

Responsibilities:

  • Support Migrations, multiple mail flow scenarios from/to “cloud/on - premise/third-party” pertaining Exchange Online (Hybrid/Cutover/Staged/PST-migration/IMAP) from On-Premises Exchange environments (ex. 2010/2013/2016 ).
  • Troubleshooted deep issue with Office 365 tenants and hybrid environments.
  • Provided support Active Directory Forests such as users/group reports/recover AD users, soft deleted.
  • Supported AD synchronization, implementation, support, federated, UPN mismatch, Source Anchor, Immutable ID, soft/hard match, password sync up-down (AD Connect)
  • Support Exchange Online Protection EOP (Identity management/Malware/Connection Filtering/Spam/Quarantine/transport rules/accepted-remote domains/Inbound-Outbound Connectors-mail flow-single-multiple domains)
  • PowerShell EXO/SPO/SFB/AADC/AD reporting, management, support.
  • Troubleshooted Outlook Windows/Mac connectivity issues.
  • Automated and execute Office 365's procedures utilizing PowerShell.
  • Educated the customer about Office 365's features and the best practices following Microsoft documentations.
  • Developed, fostered and maintained effective customer relationships while driving positive customer satisfaction feedback.

Microsoft FastTrack Engineer

Confidential, Las Colinas, TX

Responsibilities:

  • Drive adoption approach to Businesses and Enterprises from 150 seats to 20000 + seats to onboard all purchased workloads.
  • Delivered support on Active Directory pre-synchronization tasks by correcting user’s attributes (UPN, ProxyAddress) through IDFix tool, PowerShell script and ADSI Edit.
  • Implemented and troubleshooted identity-authentication methods such as dirsync Active Directory users with Office 365 through Azure AD Connect; Azure AD Pass-through Authentication (SSO); Active Directory Federation Services (ADFS/SSO); Microsoft Cloud Services and Multi-Factor Authentication (MFA) to deliver strong authentication via a range of verification methods.
  • Executed Single Forest, Multi Forest - Multi Tenant Hybrid Configuration environments on Exchange Server 2010 and 2013 to migrate mailboxes to Exchange Online also securing mail routing between both organization and ensuring that on-premise users can share free/busy calendar data vice a versa.
  • Delivered technical consulting, planning and execution on Data Migration strategies from a variety of mail servers (Microsoft and non-Microsoft) to Office 365 such as Exchange Servers (2003/2007/2010/2013 ) on Hybrid, Simple MRS, Staged, Cut-over, IMAP, from Google Suite/Gmail by using Quest On Demand Migration for Email.
  • Provided in-depth analysis by troubleshooting complex issues that arise during the migration phase to keep expected timeframes and satisfaction.
  • Offered best practices recommendation over the companies Network level infrastructure (firewalls, proxies, load balancers) to make sure each Office 365 service can be configured properly.
  • Troubleshooted post Hybrid Configuration issues including Exchange Hybrid mail flow, Free/Busy and Autodiscover.
  • Provided PowerShell scripts to automate processes on large scale production environments.
  • Delivered Office 365 ProPlus (2013/2016) deployment methods such as Click-to-Run, GPO, from the Cloud (Office 365) and by means of System Center Configuration Manager software distribution tool.
  • Troubleshooted issues related with Legacy and Modern Authentication for Office 365 ProPlus.
  • Provided consulting on OneDrive/SharePoint Online features such as site configuration, permissions to facilitate business collaboration experience.
  • Delivered Microsoft Intune features such as Mobile Application Management without Enrollment (MAM/we) to protect the corporate data by configuring policies targeted to managed apps to the BYOD users. Also, Mobile Device Management (MDM) by enrolling devices and setting up well-crafted compliance policies defined on rules and setting to achieve conditional access to block or allow access to e-mail and other corporate resources.

Microsoft Support Engineer

Confidential, Florida

Responsibilities:

  • Ensured that each support request was handled as per Microsoft Service Level Agreement (SLA) to the highest possible satisfaction by setting the right expectations and fulfilling commitments.
  • Provided troubleshooting on Active Directory (2008/2012) synchronization issues with Office 365 from different AD sync tools (DirSync, AAD Sync and Azure AD Connect) such as password synchronization, hard-matching users, and many more.
  • Troubleshooted complex support requests and internal escalation issues related with Hybrid coexistence scenarios between On-Prem Exchange (2010/2013) and Exchange Online from mail flow to calendaring.
  • Experienced on Exchange Servers (2003/2007/2010/2013 ), Exchange Management Console and Exchange Management Shell (PowerShell).
  • Executed and troubleshooted On-Prem Exchange migrations to Exchange Online (Hybrid, Stage, Cut-over, IMAP).
  • Solved complex Single Sign-On support request by analyzing, diagnosing and pinpointing the root issue on Active Directory Federation Services (ADFS 2.0 & 3.0).
  • Resolved requests related with activation and connectivity issues on Outlook clients ( 2010/2013/2016 ).
  • Supported Exchange ActiveSync configuration and troubleshooted accounts connection issues on mobile devices (iOS and Android).
  • Demonstrated in-depth analysis troubleshooting mail flow issues by debugging NDRs header logs, message traces, validating MX record, rules and Hybrid connectors.
  • Provided DNS support and records configuration (MX, TXT, CNAME, SRV, A) as needed.
  • Delivered Exchange Online Protection configuration such as spam filtering, quarantine and more.
  • Provided Archiving, Litigation Hold bulk enablement to prevent corporate data lost.
  • Delivered PowerShell scripts and commands execution to troubleshoot Office 365 based issues.
  • Managed crisis situations that involved technically challenging issues and diverse audiences.
  • Developed, fostered and maintained effective customer relationships while driving positive customer satisfaction feedback.

Advanced Tech Support

Confidential, Florida

Responsibilities:

  • Provided wide-ranging support for U-verse devices such as Wireless Gateway, Set Top Boxes, VoIP and 3rd party Routers.
  • Analyzed complex testing systems related to broadband bit rate and data transmission rates for IPTV, VoIP, and High-Speed Internet services.
  • Delivered expert support and instruction on self-installation, registrations, email setup, password resets, browser troubleshooting, updates, modem/filter set-up, modem troubleshooting, or complaints as needed.
  • Reviewed and analyzed (Fiber and Copper) FTTP, FTTN, and IPDSL line test results and scheduled repair appointment and maintenance appointment dates.
  • Delivered step-by-step guidance on software patches installations, Antivirus, Antispyware, PC hardware installation upgrades, troubleshooting Mac OS, Windows OS, Office Suite.
  • Assisted U-verse Field Technicians by performing physical line signal testing during the installation period and interacted with other departments to resolve issues or provide additional services.
  • Followed up with customers on any outstanding issues regarding to the status and closure of incidents/requests.
  • Engaged strategic relationship skills representative - customer to listen attentively, solve problems creatively, and use tact and diplomacy to find solution, winning customer acknowledgment and achieving great outcomes.
  • Excellent problem-solving, proficient communication with all levels of company management and excellent interpersonal skills.

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