Serving as frontline technical resource for Microsoft customers and partners via phone, email, or web. Delivering unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.Working as part of a team responsible for providing an outstanding technical support experience to Microsoft's business customers. From problem… Show more Serving as frontline technical resource for Microsoft customers and partners via phone, email, or web. Delivering unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.Working as part of a team responsible for providing an outstanding technical support experience to Microsoft's business customers. From problem identification to full resolution, owning and manage the customer experience over the phone and Web.When needed, collaborating with others to engage Subject Matter Experts, Engineering (Product Groups) or Management. My day-to-day job is about providing both technical expertise (either on my own or by involving my colleagues) and about being an excellent communicator and a service oriented professional.• First 6 months:===========Supporting Microsoft 365 products in general (OneDrive for Business, SharePoint Online, Skype for Business/Teams, Office 365 Apps, Commerce (Billing), Outlook, Exchange Online, AADConnect) mainly for "Small Medium Business" customers with "Microsoft 365 for business" subscription.• Afterwards:=========Starting to support mainly Enterprise customers, Including "Premier Support" and "Advanced Support for Partners". Focusing on Exchange Online/Exchange Hybrid and getting expertise on Migrations/Hybrid, Mail Flow, Mailboxes, Connectivity, and Security & Compliance.• After 18 months in role onwards:==========================Participated in Azure Identity SEE Academy (Internal program) and starting to function as an SME (Subject Matter Expert) for Azure Identity. Handling escalations and solving complex Azure AD related cases.Helping, mentoring, and empowering colleagues. Participating in weekly triage meetings with SEEs (Support Escalation Engineers)Started to also support customers for Microsoft Intune and Co-Manage scenarios (Involving SCCM) Show less

B2B IT support services company, working with over forty SMB & Enterprise customers and over 1,000 end users.Advising customers (Remotely and On-Site) on all IT aspects, Cloud/On-Premises/Hybrid environments, problem solving/troubleshooting and documentation.Performing proactive maintenance measures (Remote/On-Site) and monitoring.Planning, configuring, and implementing new environments/architectures (Networking/Physical servers/Virtualization/Windows & Linux servers/Cloud)… Show more B2B IT support services company, working with over forty SMB & Enterprise customers and over 1,000 end users.Advising customers (Remotely and On-Site) on all IT aspects, Cloud/On-Premises/Hybrid environments, problem solving/troubleshooting and documentation.Performing proactive maintenance measures (Remote/On-Site) and monitoring.Planning, configuring, and implementing new environments/architectures (Networking/Physical servers/Virtualization/Windows & Linux servers/Cloud) for new onboarding customers.• Physical Servers: Dell & HPE (iDRAC, Lifecycle Controller, iLO)• Virtualization Hypervisors: VMware ESXi & vSphere, Microsoft Hyper-V (managing using both GUI and CLI tools)• Microsoft & Linux Servers (On-Premises/Hosted/Cloud): Windows Server Standard/Datacenter (2003-2012 R2), Windows Small Business Server 2011 (SBS), Exchange 2007-2016, Active Directory, Group Policy, DNS, DHCP, File Server, NTFS, SMB, SAMBA• Microsoft 365 & G Suite: Apps, Exchange Online/Hybrid Exchange (Including migrations), Azure AADConnect• Network-attached storage (NAS) & Backup: QNAP, Veeam, Linux Openfiler, Iomega, Arcserve UDP/D2D, Symantec BackupExec, Windows Backup, Custom Offsite Backup Solutions, AhsayCBS• Networking: TCP/IP Protocols, IPv4/IPv6, Subnetting, VLANs, Switches/Routers/Modems (Cisco, Juniper, HPE, TP-Link, D-Link), Wireless Access Points, Cabling, Patch Panels, Public Domains and IPs, DNS• Firewall Appliances: Check Point, Fortinet, pfSense, VPNs (SSL/IPsec/Site-To-Site)• Security: SSL Certificates/PKI, MFA solutions (Microsoft and others), ESET (Endpoint/Server Protection, Antivirus, Antimalware etc.'), Symantec & McAfee security products, Anti-spam (PineApp, MailCleaner)• Laptops & Workstations: Lenovo, Dell, HPE, MacOS, OS Image deployments (Windows 7/8.1/10), BIOS, BitLocker, Hardware Repairs/Installations, 3rd Party Applications• Mobile Devices: Android, iOS, MDM• ERP's: Dynamics CRM, Priority, Spiceworks• VoIP PBX: IP-centrex Show less

I was accountable for supporting the 700+ employees in the SAP Labs Israel site, as a member of the End User Support team, by using remote control tools, emails & corporate chat, phone, and frontal service.I have configured and troubleshooted issues on multiple platforms (Windows/Macintosh Laptops/Desktops, Android Smartphones & Tablets, iPhones & iPads) regarding various products and technologies, including:Active Directory Users & Computers, Active Directory Certificates… Show more I was accountable for supporting the 700+ employees in the SAP Labs Israel site, as a member of the End User Support team, by using remote control tools, emails & corporate chat, phone, and frontal service.I have configured and troubleshooted issues on multiple platforms (Windows/Macintosh Laptops/Desktops, Android Smartphones & Tablets, iPhones & iPads) regarding various products and technologies, including:Active Directory Users & Computers, Active Directory Certificates, Windows 7/8.1/10 Operating Systems, Microsoft BitLocker, Mcafee (HIPS, Firewall, Endpoint Antivirus, GetSusp, Stinger), Symantec PGP Endpoint & Desktop Email Encryption, Microsoft Office 2010/2013 (Outlook, Lync, Excel, One Note, PowerPoint, Word), ForeScout, SAP Afaria, 2 Factor Authentication (RSA SecurID).Additional responsibilities were: Deploying WinPE/PXE images with SCCM, Laptops/Desktops maintenance & hardware components installation/replacement, supplying peripheral equipment,setting up users' Workstations (Monitors, Docking Stations, Cisco Switches & Cabling), Installing/Configuring/Troubleshooting VoIP devices (HP, Polycom, Jabra), Installing network printers. Show less