• Developing the technical capabilities of our Support Engineers• Expert in coaching and mentoring on case management standards, which enable engineers to improve throughput and handle increasingly complex cases• My strong points revolve around specific Azure Networking products, such as Azure Load Balancers, Bastion, Private endpoints and Private link services, Azure Firewall and Azure DNS, helping Support Engineers deal with troubleshooting complex infrastructure and architecture scenarios and environments, which encompass the above products as well as more "basic" Azure Networking products including, but not limited to, Virtual networks, VPN, Express Route, DDOS protection plans, Application Gateway, WAF, NAT Gateways, Network Watcher and more• Participating in escalations and assisting engineers/managers to diffuse tense situations with customers

• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing my own research and by involving other teams as needed.• Consult and collaborate with my immediate peers or colleagues around the world and with management and engineering to resolve service issues.• Act internally as a customer advocate.• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.• Advise customers on how to gain additional value from their Microsoft products.• Document my technical work and research to help my colleagues, improve the product, and improve the support experience.• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

▪ Plan, coordinate, and oversee a wide variety of projects involving the construction or maintenance of facilities, buildings and building systems▪ Plan and oversee implementation of design for construction, renovation, and maintenance projects▪ Oversight of construction supervisors, contractors, and various trade workers▪ Report on the progress of the project to the owner and local officials, making sure that all the demands of the client are being met▪ Manage contractors and vendors, monitoring quality of work performed, and ensuring tasks are completed within budgetary and time restrictions▪ Oversee budgeting, scheduling, and other managerial aspects of project▪ Select and coordinate contractors needed for project▪ Consult with clients and company representatives to direct project development▪ Read blueprints and schematics, building codes, and relevant laws to ensure the project is in compliance with building standards and regulations

▪ Ensuring 2nd level support service to solve problems encountered by external customers▪ Examining all problems, evaluating complexity, impact and priority▪ Dealing with tickets as an escalation point according to procedures▪ Taking decisions regarding open tickets, giving feedback on cause of and solution to problem to user▪ Studying and participating in activities to improve knowledge of project‘s specific software and/or products▪ Acting as SPOC for the applications supported▪ Act as a technical escalation point and mentor for junior level support personnel, ensuring that tier 1 agents are up to date with all Dealer Application changes, refreshment trainings▪ Main control point of user contact and the link to Level 3 Development team

▪ Act as a technical escalation point and mentor for junior level support personnel for the Tier 1 and Tier 2 issues▪ Lead in the creation and execution of procedures and processes as related to day to day operations▪ Ensure that operations team performs initials, trouble shooting and diagnostics as well as fix problems as detected▪ Own the resolution of escalated internal and external systems issues▪ Provide engineering support and technical expertise regarding integrating new and existing Windows technology into enterprise IT systems design and architecture▪ Technical lead and interface with internal, customer, and third-party teams for configuration, integration and deployment activities▪ Develop and implement best practices and engineering standards for Windows Systems configuration and optimization▪ Provide Windows platform problem resolution including providing and or escalating Tier 3 Support for Windows related issues▪ Perform configuration, integration and deployment activitiesSupport the install of Windows operating systems, virtualization technologies, application and OS migrations

▪ Handling PMACs (Separation, Leave of absence, Incoming New, Intra-Unit Move, Transfer, Leased – Deere)▪ Process access requests/accounts creation (Active Directory, Host, SAP, Misc)▪ HRShops (creating/updating accounts for the users in IBM TIM)▪ Handling requests submitted through the JDSRS Tool (permissions requests add/remove users to/from groups, or creating/deleting accounts

▪ Handling calls/e-mails/web-submits received from Numonyx employees▪ Provide technical assistance on call and using remote tools, manage AD accounts▪ Manage system outages: ensure efficient and timely communication with the team and the second level of support▪ Technical support for Worldspan Global Distribution System users, an important leader in the travel industry▪ Handling calls/e-mails/web-submits received from travel agents using the Worldspan GDS ▪ Assisting travel agents both with format related questions as well as application technical support

▪ Managing AOL accounts▪ Handling calls from users having AOL accounts, taking payments for the accounts’ usage▪ Sending payment reminders as well as convincing the users to pay their invoices in a certain amount of time