Recognized expertise with an array of Microsoft applications led to assignment as concierge ambassador to onboard new customers and support existing customers presenting online and call center customer support requests. Exceeded performance targets with top-tier phone and web-based personalized case resolution for the Microsoft client and online products including Azure Active Directory and ADConnect, Azure Admin Portal/Microsoft Entra, Dynamics 365, Microsoft Stream, Video, and Sway, Microsoft Teams - Auto Attendant, Call Que Configurations, Phone System Setup, Office 365 Admin Portal, Office 365 Client applications (Outlook, Word, Excel, PowerPoint, OneNote), Office 365 Subscription Services, OneDrive with Sync Client, Planner, Power Apps, Power Automate, Power Bi, PowerShell, Project, Security and Compliance Center, SharePoint, Yammer client and Yammer Online.

I have proven, successful expertise with Microsoft technologies, delivered premier software engineering support for complete Microsoft ecosystem by overseeing case escalations resulting in increased department productivity and customer ratings. Coach front-end support staff (Support Ambassadors) to resolve product issues, document application bugs, and identify service outages. Directly support customers by developing PowerShell scripts and commands controlling settings external to Admin Portal UI. Provided internal employee support using the Yammer Network to monitor and respond to issues. Recognized achievements:• Effective liaison to Microsoft Engineering and Development departments, collaborating to resolve escalated customer cases, to conduct root cause analysis (RCA) and determine corrective steps to resolve the case, and to implement Hotfixes for identified issues before production release of content patches.• Mentored support ambassadors to extend troubleshooting steps and deliver customer-focused, timely issue resolutions reducing issues transferring to engineering and increasing issues resolved by support ambassadors resulting in an overall team performance and creation of a training archive.• Results-oriented technical project manager analyzing case histories to identify case trends, Identified and Reported collecting performance logs (fiddler trace, windows, browser performance), identifying product defects, documenting identified application bugs, and collecting service outage information to upload into internal tracking systems and to create analytics reports for support documentation and performance analysis.

Recognized expertise with an array of Microsoft applications led to assignment as concierge ambassador to onboard new customers and support existing customers presenting online and call center customer support requests. Exceeded performance targets with top-tier phone and web-based personalized case resolution for the Microsoft client and online products including Azure Active Directory and ADConnect, Azure Admin Portal/Microsoft Entra, Dynamics 365, Microsoft Stream, Video, and Sway, Microsoft Teams - Auto Attendant, Call Que Configurations, Phone System Setup, Office 365 Admin Portal, Office 365 Client applications (Outlook, Word, Excel, PowerPoint, OneNote), Office 365 Subscription Services, OneDrive with Sync Client, Planner, Power Apps, Power Automate, Power Bi, PowerShell, Project, Security and Compliance Center, SharePoint, Yammer client and Yammer Online.

Recruited as a direct-report to the President of Flightdocs, I served as National Network Administrator managing four data centers - Commack NY, Tampa FL, Charlotte NC, and Fort Myers FL. Led department administering IT services for enterprise networks, hardware, and software. Performed hands-on network administration tasks including installation and configuration of network firewalls, network servers, network switches, backup appliances, battery backup devices, desktop computers, office workstations, digital signage for advertising, and mobile devices. My key achievements included leading an enterprise-wide IT support management assisting aircraft analysts, operations, sales, executive leadership, and multimedia customer call center installing, configuring, and troubleshooting software issues for MS Office 365, Adobe Suite, QuickBooks. I collaborated with Marketing to create and cultivate company website content (Flightdocs.com) developing with multiple software applications (Adobe Suite, CSS, ColdFusion, HTML). Serving as IT Administrator, I fulfilled service contracts for corporate phone systems, service backup generators, propane fuel, camera and alarm systems, construction, and data center.