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Web Development Hands-On Training Program - A global initiative focused on front-end web development. Working on engaging projects, both solo and in international teams, building online repositories, collaborating on weekly projects, working together to deliver sprint tasks and achieve project milestones.

In my role as a Business Support Engineer specializing in Microsoft Teams, I've gained expertise in troubleshooting and deploying Microsoft Teams solutions. I have a strong foundation in Microsoft Azure fundamentals, networking, telephony (Teams Voice Solution), PowerShell, and data storage technologies. My responsibilities include analyzing telemetry and log data to ensure efficient operations. This experience has equipped me with valuable technical skills that complement my role as a full stack web developer.

Leading teams across French, English, and German domains, I contributed to the project's foundational processes, dedicating tireless hours to understanding DMAIC, Lean + Six Sigma, performing RCAs and coming out with SMART Targets in order to insure continuous improvement.Our project started with 50 agents to a production powerhouse of 380 agents and 12 Team Leaders by 2022. I took on the mantle of training and shadowing junior Team Leaders, witnessing the growth and success we collectively built.

I swiftly became acquainted with problem-solving, customer interactions, FCR, AHT, SLA and escalations. My knack for resolving queries efficiently not only earned bonuses but also paved the way to Level 2 Support after just six months.As I delved into the technical intricacies of Level 2, regular activities executed as L2 support engineer focuses on troubleshooting. Engaging in error analysis, workaround creation and patch software installation. Documentation for necessary updates or upgrades also occurs to support development teams.