Head of Cloud

• Mar 2023 - Present

Senior Cloud Engineer

• Sep 2017 - Mar 2023

My role generally involves Office 365 & Azure systems administration. Some specifics are indicated below:- Administration, monitoring and maintenance of managed servers and workstations using Intune, Datto RMM (a.k.a AEM/CSM), and TeamViewer.- Managing network security using mostly Azure and Fortinet.- My other projects mostly include Office 365 migrations and deployments, rolling out Security & Compliance features, ATP & AIP, Intune/MDM setups and demos, and more.- Managing internal KB's and creating end-user guides for training and empowerment.- Service desk administration using ZenDesk and managing the support queue. Show less

O365 Admin Support

• Jun 2017 - Aug 2018

In general, my role here is to provide technical support to Office 365 tenant administrators. In general, my role here is to provide technical support to Office 365 tenant administrators.

L8 - Software Engineering Associate Manager

• Aug 2016 - Oct 2016

In general, my role consisted of: - Managing the Escalation Engineers (EE/SME) of the project. - Supervising efficient tracking and accountability of tickets with the escalation team in an Office 365 support environment. - "Floorwalking" - an SME role for cases that cannot be resolved by L1/L2 or other EE's. - On select cases, I handled escalated customer calls as well. More specifically this role was able to utilize my skills in: - Managing and troubleshooting various Microsoft environments (Office 365, AD, Exchange, etc.) - On-premises to cloud email migrations (Hybrid, cutover, IMAP, staged, etc.) - Cloud services management and troubleshooting (Domain, DNS, Web, Email hosting) - Managing and troubleshooting virtualized environments (Azure, VMware, Hyper-V, Virtuozzo, Parallels Desktop, etc.) Show less

Cloud Services Onboarding Team Lead

• Sep 2014 - Feb 2016

- I managed a team of migration specialists in this role. For the most part this involves migrating Small and Medium Businesses to office 365. It does not matter what their source server is. - Our team uses different types of migration (Cutover, Remote Move, IMAP, Staged, PST import/export, AD SYNC, 3rd party tools, etc.) - Overseeing the migration of clients from various source mail servers/providers to Office 365. i.e: Exchange 2010/2007/2003, SBS, IMAP/POP servers on Linux/Plesk/cPanel, Zimbra, etc. or providers like crazy domains, netregistry, virtual servers, mediatemple, godaddy, instanthosting, webcity, hostgator, etc. - In charge of Professional Cloud Services (Migration, Maintainance, Updates, etc.) - On-premises Active Directory or Exchange management - Handling escalations and unresolved issues from Billing/Support/OnBoarding departments. - Training of newly hired personnel in Migration and OnBoarding processes - Training of personnel in Office 365 administration, etc. less Show less

Network Engineer - Service Assurance

• Jan 2014 - Apr 2014

- Monitoring business customer services - Fault logging, investigation, escalations to third party carrier and internal engineering departments - Troubleshoot various technologies including data, voice and fiber services - Monitoring business customer services - Fault logging, investigation, escalations to third party carrier and internal engineering departments - Troubleshoot various technologies including data, voice and fiber services

Cloud Services Support Engineer

• Sep 2012 - Sep 2013

Softcom Inc., Myhosting.com - VPS Dept. - Provide client support and technical issue resolution via E-Mail, phone and chat. - Log all calls, and emails using the designated call handling and ticketing system and entering detailed and accurate information. - Troubleshoot customers' issues with their Linux/Windows Virtual Private Servers and/or Shared Hosting accounts (e.g. 500 error, 404 error, DB Connection error, SSL Installation, PHP Configuration, DNS records configuration, NS setup, Application installation, etc.) - Assist customers in resolving their email client issues on their exchange or IMAP/POP emails (Outlook 2007/2010/2013, MacMail, Outlook for Mac, Android/iOS activesync, etc.) - Assist customers regarding their accounts (Balance, Payments, Account Information, etc.) - Ensure that proper procedures are followed in terms of escalations, ticket notes, ticket handling, call handling - Ensure customers' statisfaction on each ticket Show less

Service Desk Analyst

• Apr 2012 - Sep 2012

Nokia Siemens Networks - Take and receive all customer calls in a professional and courteous manner as well as providing advice and support. - Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope and logged accordingly in the Atos Origin Service Management Tool. - Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information. - Take end to end responsibility of the logged requests and monitor work progress and service levels. - Provide incident, problem and complaint (escalation) management for the in scope services domain. - Provide technical assistance to customers on the use of all PCs – encompassing desktop related hardware and software in accordance with service level requirements. - Provide advice and guidance to customers on the effective use of the self support portal, desktop systems and their associated software, LAN networks and peripherals. - Provide “First Time Fix” based on contractual scope and obligations. - Ensure effective escalation and hand-over of customer enquiries/problems to the correct 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. - Carry out appropriate level of technical investigation prior to escalating to the next level. - Keep the customer, when they make follow-up calls, fully informed about the progress of any problems or requests which have been assigned to a support group. Show less

Customer Service Representative - Financial

• Oct 2011 - Apr 2012

F1 - American Express - Works to expand customer relationships by cross-selling products and services. - Provide minor/major account information/maintenance of a major credit card company - Maintains an acceptable balancing record per established standards. - Completes documentation necessary to open and maintain new accounts. - Complies with all polices/procedures related to the new account process to minimize losses. - Performs other duties as assigned. F1 - American Express - Works to expand customer relationships by cross-selling products and services. - Provide minor/major account information/maintenance of a major credit card company - Maintains an acceptable balancing record per established standards. - Completes documentation necessary to open and maintain new accounts. - Complies with all polices/procedures related to the new account process to minimize losses. - Performs other duties as assigned.

Technical Support Representative

• Apr 2011 - Sep 2011

AT&T U-Verse - Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. - Configuration of customer's equipment to connect to the Internet via modem/DSL Router (Fiber) - Configure software to connect to Internet application servers. - Troubleshoot/Configure VoIP Phone - Troubleshoot/Configure IPTV - Provide training to clients in the use of system and applications as related to Internet. - Obtain general understanding of OS and application operations related to company offered services. - Identify and correct or advise, on operational issues in client computer systems Show less

Customer Sales Executive

• Jun 2009 - Apr 2011

Dell Computers - demonstrating products - helping customers understand features of software packages - helping customers understand features of hardware packages - advising customers on the care of purchased goods - selling and advising on customer aftercare policies - arranging deliveries - taking special orders for goods not in stock - stacking and displaying items in store - preparing stack ranking of agents in terms of metrics vs. goals, etc. - providing expert technical advice and solutions not only to customers but to co - employees as well Show less