● Review support requests of over 70% aligned support engineers, provide action plan, take ownership of complex cases, and drive them to closure. ● Monitor the progress of all open tickets, prompting action on tickets that appear to be stalled, and archiving tickets that have been resolved satisfactorily. ● Impact discipline, Order, and consistency to the support process by ensuring that all tickets are resolved within the given SLA that has been established by the organization. ● Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer’s support request. ● Document technical work and research in a detailed and comprehensive manner and Scope customer issues and support boundaries by collecting the relevant facts. ● As the facilitator and coordinator of the entire end-user support process, I deliver advanced technical troubleshooting and solutions for corporate customers which can’t be fixed at Level 2, and expeditiously escalating tickets that cannot be resolved at level 2 to the most appropriate source of support.

● Implementation of office365 cloud solutions and Azure compute services such as Virtual Machines, Web services, Cloud services, mobile services etc.● Directly support Office 365 and Azure customers by resolving critical and complex technical issues 24x7.● Identify customer issues to specific Office365 services, Azure services or Azure platform; and being able to conduct in-depth diagnostics on said platform and services.● Deep technical and product expertise and combine it with your understanding of customer’s needs to solve their complex business challenges.● Resolve client incidents and requests in a timely and professional manner.

● Create a well-informed cloud strategy and manage the adaption process.● Regularly evaluate cloud applications, hardware, and software.● Respond to technical issues in a professional and timely manner.● Identify the top cloud architecture solutions to successfully meet the strategic needs of the company

Managed the organization computer networks, hardware and software: installation, configuration, troubleshooting and access rights issues. ● Supported and maintained desktops, laptops, and servers of 4 departments by ensuring security and upgrades were applied and kept up to date. ● Document and track over 75% customer’s qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems.● Providing status updates to ongoing support inquiries and support team management and Security & Compliance Officers of customers in all areas of operations security. ● Responsible for the creation and publishing of relevant and high-quality contents of over 4 departments and analyzed and reported social media presence, engagement, and effectiveness on all platforms. ● Responsible for researching and executing intriguing and interactive content for the company and created monthly social media and content calendars to correlate with each other for best results.

Ensures production machines are maintained and operated according to established sanitary and housekeeping standards, to highest efficiency necessary. ● Record and track 50% of customer’s feedback and quantifiable assessment through phone calls, web surveys and emails.● Supported team management and Security & Compliance Officers of customers in all areas of operations security. ● Conducts investigations on questionable/problematic batches and documents findings. ● Monitors and evaluates production equipment trial runs for product and equipment validation. ● Creates a weekly production schedule and represents the department in weekly Planning meetings.

● Operated and calibrated laboratory scales, analytical, and other support equipment as needed. ● Performed work under strict SOP's and government operating procedures. ● Assisted in general maintenance and upkeep of the lab including maintenance of the supplies. ● Performed and Participated in all phases of research including planning, preparation, calibration, application, evaluation, data analysis, maintenance and when necessary, appropriate disposal. ● Reported sound scientific conclusions based on data analysis, with the result and conclusions, generated impacting research plans and advancement decisions on the experimental materials.