LiveCareer-Resume

support engineer resume example with 2+ years of experience

Jessica
Claire
resumesample@example.com
,
, San Francisco, CA
:
Professional Summary
A dynamic & client facing IT professional, having five years of rich successful track record on technical support management and customer care-oriented experience of IT infrastructure with expertise in Exchange and Azure, like to solve customer-focused technical issues and enjoy solution driven analysis with empathetic communication skills and project-oriented methodology.
Skills
  • Specialist in
  • Exchange, Azure (Microsoft)
  • Exchange online 100, 200, 300, 900 Exam
  • Applications: Microsoft VISIO, Microsoft Graph API , Microsoft office 365 ,(SharePoint, OneDrive, Outlook, Teams, Word, Excel).
  • Programming Language: Basic knowledge on Unix and Shell Scripting.
  • Operating Systems: Windows, Mac OS and Linux distributions (CentOS, Ubuntu, RHEL).
  • Network Maintenance: Wireless Networking Ethernet, switching/Bridging, Cisco Routers, TCP/ TP protocol, IP Addressing.
Education
Montreal College of Information Technology Montreal, QC Expected in 08/2018 Diploma: AEC : Programming For Mobile Technologies - GPA :
University of Greenwich London, Expected in 11/2014 Bachelor of Science : Computer Science - GPA : Note;- Canadian PR and USA Geed Card Holder.
Work History
Branch Metrics - Support Engineer
New York City, NY, 05/2023 - Current
  • My role including the following:
  • Troubleshoot and resolve technical issues related to API integration, authentication, and data manipulation
  • Utilize PowerShell to assist customers with code-related challenges, as well as some basic programming skills in languages such as JavaScript, C#
  • Assist customers in implementing authentication and authorization mechanisms, including OAuth 2.0, Azure AD authentication, and permissions management
  • Collaborate with customers to identify, diagnose, and resolve network connectivity and security configuration issues impacting API usage
  • Collaborate with internal teams to escalate and prioritize customer issues, ensuring timely resolution
  • Stay abreast of cloud computing concepts, particularly Microsoft Azure and Azure Active Directory, to support customers utilizing cloud services for the endpoint request
  • Demonstrated proficiency in development tools and environments including Visual Studio, Visual Studio Code, Postman.
SherWeb - Premier Technical Advisor
City, STATE, 04/2021 - 04/2023
  • Provide technical support related to Microsoft's cloud base services (SAAS) notably Office 365
  • Help B2B clients with administration, security, protection, and configuration issues in O365
  • Enterprise Microsoft 365 support including the following: -Security & Compliance - (DLP, ATP and PII), -Exchange online (Cloud/hybrid), -Microsoft Teams (Permissions and user groups, and configuration of external users), -SharePoint online, -B2B/B2C environment, -PowerShell support related to Microsoft 365 environment
  • Assist Office 365 Enterprise level customers and partners to resolve technical issues by figuring out the cause, supporting client remotely by using virtual machines, finding solutions, and delivering winning recipe
  • In-depth analysis and enterprise level assistance for different SAAS product including:
  • Active Directory (AD) and Azure AD Connect, Active Directory Federation Services (ADFS),
  • Microsoft Security- Defender, Threat Protection, EOP, MDE, MDI and Microsoft defender for cloud apps,
  • DLP, compliance communication, eDiscovery, Retention Policies, Retention labels
  • Exchange, different types of migration (Cutover, IMAP, Hybrid and staged)
  • Helped Admins design and implement Cloud Security Controls and Cloud Network Controls
SherWeb - Azure Technical Advisor
City, STATE, 01/2022 - 05/2022
  • Azure Technical advisor level 3 role including the following:
  • Multi-factor Authentication, Azure active directory, Virtual Machines, LDAP, Single Sign-On (SSO),Public Cloud, Scripting, Containerization, Application Support, Cloud Computing, Windows Domain, Microsoft Servers, Active Directory
SherWeb - Tier 1 Technical Support Advisor
City, STATE, 09/2019 - 04/2020
  • Troubleshoot various types of technical issues related to Microsoft 365 Business Products: Exchange, SharePoint, OneDrive, Teams, Purview, Defender etc
  • Install, configure, and maintain various Microsoft software
  • Execute commands and script in PowerShell to customize functionalities of products on Office365
  • Implement and manage policies on Exchange server to maintain business compliances and security level of the business
  • Manage software licensing, O365 subscriptions
  • Storage account and resource utilization
  • Assist clients on Active Directory and data migration to office365 (staged, cutover, hybrid, IMAP)
  • Assist M365 partners and customers by taking the necessary steps to solve technical problems: identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe.
Work History
Microsoft, API, SherWeb - Support Engineer
Montreal, QC 05/2023 - Current
  • My role including the following:
  • Troubleshoot and resolve technical issues related to API integration, authentication, and data manipulation
  • Utilize PowerShell to assist customers with code-related challenges, as well as some basic programming skills in languages such as JavaScript, C#
  • Assist customers in implementing authentication and authorization mechanisms, including OAuth 2.0, Azure AD authentication, and permissions management
  • Collaborate with customers to identify, diagnose, and resolve network connectivity and security configuration issues impacting API usage
  • Collaborate with internal teams to escalate and prioritize customer issues, ensuring timely resolution
  • Stay abreast of cloud computing concepts, particularly Microsoft Azure and Azure Active Directory, to support customers utilizing cloud services for the endpoint request
  • Demonstrated proficiency in development tools and environments including Visual Studio, Visual Studio Code, Postman.
SherWeb - Premier Technical Advisor
Montreal, QC 04/2021 - 04/2023
  • Provide technical support related to Microsoft's cloud base services (SAAS) notably Office 365
  • Help B2B clients with administration, security, protection, and configuration issues in O365
  • Enterprise Microsoft 365 support including the following: -Security & Compliance - (DLP, ATP and PII), -Exchange online (Cloud/hybrid), -Microsoft Teams (Permissions and user groups, and configuration of external users), -SharePoint online, -B2B/B2C environment, -PowerShell support related to Microsoft 365 environment
  • Assist Office 365 Enterprise level customers and partners to resolve technical issues by figuring out the cause, supporting client remotely by using virtual machines, finding solutions, and delivering winning recipe
  • In-depth analysis and enterprise level assistance for different SAAS product including:
  • Active Directory (AD) and Azure AD Connect, Active Directory Federation Services (ADFS),
  • Microsoft Security- Defender, Threat Protection, EOP, MDE, MDI and Microsoft defender for cloud apps,
  • DLP, compliance communication, eDiscovery, Retention Policies, Retention labels
  • Exchange, different types of migration (Cutover, IMAP, Hybrid and staged)
  • Helped Admins design and implement Cloud Security Controls and Cloud Network Controls
SherWeb - Azure Technical Advisor
Montreal, QC 01/2022 - 05/2022
  • Azure Technical advisor level 3 role including the following:
  • Multi-factor Authentication, Azure active directory, Virtual Machines, LDAP, Single Sign-On (SSO),Public Cloud, Scripting, Containerization, Application Support, Cloud Computing, Windows Domain, Microsoft Servers, Active Directory
SherWeb - Tier 1 Technical Support Advisor
Sherbrooke, QC 09/2019 - 04/2020
  • Troubleshoot various types of technical issues related to Microsoft 365 Business Products: Exchange, SharePoint, OneDrive, Teams, Purview, Defender etc
  • Install, configure, and maintain various Microsoft software
  • Execute commands and script in PowerShell to customize functionalities of products on Office365
  • Implement and manage policies on Exchange server to maintain business compliances and security level of the business
  • Manage software licensing, O365 subscriptions
  • Storage account and resource utilization
  • Assist clients on Active Directory and data migration to office365 (staged, cutover, hybrid, IMAP)
  • Assist M365 partners and customers by taking the necessary steps to solve technical problems: identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe.
Languages
  • English and Bangla fluent in Speaking, Writing, Reading and listening.
  • French (basic understanding)
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    Resume Overview

    School Attended

    • Montreal College of Information Technology
    • University of Greenwich

    Job Titles Held:

    • Support Engineer
    • Premier Technical Advisor
    • Azure Technical Advisor
    • Tier 1 Technical Support Advisor

    Degrees

    • Diploma: AEC
    • Bachelor of Science

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