United States
Open to relocation to the U.S. or Canada. IT professional with 12+ years of experience, specialized in Modern Work solutions, cloud infrastructure, and digital transformation. Currently working as a Support Advanced Engineer at Microsoft, providing advanced support for Microsoft 365 and SharePoint technologies. Expert in cloud solution architecture, hybrid infrastructure management, and technology adoption strategies. I have led migration projects, Microsoft 365 training, and ITSM management using ITIL and Agile frameworks. Passionate about helping organizations enhance their productivity and security through Modern Work & Cloud Solutions, collaborating with customers and sales teams to design technology strategies aligned with business goals.
- Provide advanced technical consulting and support for Microsoft 365, SharePoint, and OneDrive, helping enterprise clients maximize adoption and efficiency. - Troubleshoot complex cloud infrastructure and Modern Work solutions, ensuring high availability, security, and seamless user experience. - Collaborate with cross-functional teams, including engineering, sales, and support, to drive customer success and technology adoption. - Develop technical knowledge base articles and best practices, improving self-service capabilities for internal and external users. - Analyze and resolve performance, integration, and synchronization issues in cloud and hybrid environments. - Willing to assist in Proof-of-Concept (PoC) implementations and guide customers through their cloud migration strategies.
- Managed ServiceNow ticketing system for incident and request management, ensuring timely resolution and compliance with SLAs. - Oversaw service catalog process management, improving efficiency in IT service delivery. - Developed and maintained technical knowledge base articles, enhancing self-service support and knowledge sharing. - Led IT asset and inventory management, optimizing hardware and software lifecycle. - Supervised change and problem management, ensuring minimal service disruption. - Applied ITIL v4 best practices to enhance IT service management and operational efficiency. - Utilized Agile and Scrum frameworks for IT project execution and service improvements. - Managed procurement of hardware, software, and IT services, negotiating with vendors for cost-effective solutions. - Provided O365 administration and end-user training, covering SharePoint, Exchange, Intune, and Endpoint Manager. - Administered and supported Hyper-V, Veeam Backup, Citrix, Sophos, and Kaspersky solutions.
- Provided technical support and IT service management for enterprise users. - Ensured efficient resolution of IT incidents and service requests, adhering to SLAs. - Assisted in hardware and software deployments, optimizing user experience. - Maintained IT asset and inventory control, ensuring up-to-date records. - Collaborated with IT teams to enhance service delivery and end-user support strategies.
- User Management & IT Administration: Oversaw user accounts, software licensing, inventory, and telephony systems, ensuring seamless operations and security. - Technical Support & Troubleshooting: Provided advanced technical support, incident management, and troubleshooting, streamlining issue resolution and improving IT service efficiency. - IT Asset & Procurement Management: Managed IT asset lifecycle, procurement, and vendor relationships, optimizing cost-effectiveness and resource allocation. - Vendor Coordination & Project Supervision: Led installations and IT infrastructure projects, collaborating with vendors to ensure seamless execution and compliance with technical standards. - End-User Experience & System Deployment: Configured, deployed, and optimized end-user devices, enhancing user productivity and minimizing downtime.
- Provided first-level technical support for users on-site, remotely, and via phone, ensuring timely resolution of IT issues. - Managed ticketing system for troubleshooting and incident tracking, improving response times and service quality. - Generated KPI reports to monitor IT performance, SLA compliance, and user satisfaction. - Administered Active Directory user accounts and access controls, enhancing security and compliance. - Implemented process and policy improvements to optimize IT service management. - Managed IT procurement, ensuring cost-effective purchases and vendor coordination.