15 years of customer service and Information Technology experience coupled with a Master's Degree in Information Systems Management with a Project Management concentration.
* Highly experienced Technical Support specialist with the ability to manage small scale strategic projects with exceptional attention to detail.
*5 years of extensive experience with Microsoft Exchange online and Office 365.
* Experience helping small and enterprise companies migrate workloads to the cloud in a fast-paced environment.
*Provided customer support including troubleshooting concerns with Lync, Exchange Online, and SharePoint.
*Passionate about working directly with customers and building client relationships.
Entry Level Network Plus and CCNA
Entry Level SQL
Software and Hardware Installations
Windows Server 2007, 2010
MS Excel I, II, II
Active Directory 2010, 2012
Project tracking knowledge
MS Office 365
Lync/Skype for Business
• DNS Troubleshooting
6 months ago
Information System Security
Managing Office 365 Identities and Requirements Certificate: 70-346 on 3/26/2016 http://www.mycertprofile.com Profile number: 379603885.
08/2015 to 09/2016
Office 365 Ambassador and FastTrack for MicrosoftPyramid Consultant － Issaquah, WA
Guided customers in onboarding their businesses to Office 365 services including Exchange Online, SharePoint Online, Lync Online, Office 365 Pro Plus and Yammer.
Customers typically are a 1-10 seat range, but can extend up to 300 seats.
Provided best practices and guidance, direct remote assistance, support, and engagement from Microsoft enable onboarding to Office 365 quickly and efficiently.
Provided support for SMB customers, with the goal of solving the issue in the first call.
Built relationships to create, reinforce, motivate, and guide customers and partners.
Effectively drove recommendations and land priorities across customers, partners, and across organizational boundaries.
Collaborated on complex multi-faceted programs across multiple groups with varying priorities and goals.
Identified and made first contact with relevant engagement stakeholders to introduce the FastTrack service benefit.
Accrued capture of customer intent and relevant engagement data to build a comprehensive picture of the customers' current state, product and service entitlements.
Application of FastTrack business logic to match customer engagement requirements to appropriate delivery resources.
Led an effective customer engagement FastTrack delivery team.
Maintained high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders.
12/2014 to 07/2015
Mailbox Migration EngineerMicroland － Issaquah, WA
Performed Migration services for Customer to Office 365-Cloud Services.
Assisted Enterprise Companies migrate users' mailboxes to Office 365.
Migrated government and federal companies to Office 365.
Exchanged Migration to Office 365 from dedicated services including Lotus Notes.
Performed evaluations on client networks using PowerShell and Exchange Online.
BAM Tool Migration.
01/2017 to 12/2014
Technical Support SpecialistMicrosoft － Boca Raton, FL
Perform advanced research to find solutions to cloud based issues including customer inquiries.
Developed, fostered, and maintained positive customer relationships while driving exceptional customer satisfaction feedback efforts.
Troubleshoot Lync Online issues on premise or cloud base.
Troubleshoot complex email issues such as non-delivery responses, email migration support and problems relating to Microsoft Office 365 services L1, L2.
Configured Active Directory for network permissions.
Regularly assigned to challenging and complex client issues.
Tested and implemented new solutions for cloud related issues.
Perform evaluations on client networks using PowerShell and Exchange Online within a high paced environment.
Evaluate escalation requests to Tier III after all avenues of resolution have been exhausted.
Guide client's in migration process to Microsoft Cloud.
Configure network environment to allow clients to virtually access their network from any source.
Maintain call matrix production for a team of 30+ bi-lingual Service Agents.