Technical Support Engineer

• May 2023 - Present

Cloud Solutions Provider Program - Partner Support Engineer

• Aug 2018 - Apr 2023

Responsible for being the first point of contact for clients for their support queries related Microsoft Office 365 & Microsoft Azure, providing timely troubleshooting and quality responses to client issues received via phone, email or through remote support tools according to agreed SLAs The Duties: • Provide 1st and 2nd level support by responding to customer request for technical support via phone, email and remote support tools; provide resolutions within pre-defined timeframes across the technical break/fix, clients orders & billing and partner enablement support service areas. • Follow call support procedures as per ITIL best practice processes • Perform detailed problem analysis with varying degree of complexity • Liaise with third party service providers where necessary • Participate in creating technical documents for Company records and for clients; continue to ongoing procedure development and documentation, and expanding knowledge base • Coordinate with other business units to increase customer satisfaction and meet the SLA targets. • Ensure all policies and standards, as they are introduced, are adhered to at all times. Show less

Office 365 Support Ambassador

• 2017 - 2018

Support any Office365 related issue. Office365 services expertise: 1. Email Migration (On-premise to Office365 Migration) - Cutover Migration, Hybrid Migration, Stage Migration, IMAP migration 2. Office365 management (administration and set up) 3. Cloud Services(Onedrive for Business, Sharepoint Online, Microsoft Teams, Office365 groups, Flows, Delve, Sway, Planner, to-do,Outlook Customer Manager,Bookings,Business Center) 4. Skype for Business Set up and troubleshooting 5. Office Applications(Word, excel, powerpoint, outlook, onenote) 6. On-premise exchange server and user migration 7. Directory Syncronization (Azure Ad connect) 9. ADFS/ SSO set up and troubleshooting 10. Active directory services 11. Full Office365 support including windows, mac and active synced devices 12. Configuration of MDM 13. Knowledge with Azure Services 14. Windows Server 2012 installation, set up and configuration Show less

Service Desk

• Aug 2015 - Aug 2017

035 Windows / Mac Technical Support

• 2014 - 2015