Assist in solving cases that exceed the capabilities of support engineers, whether in the set of technical skills, urgency, complexity or duration of service. Assist in customer recovery situations to ensure the quality of the technical response. Proactively review open cases to technically help the team, validating action plans, assessing the need for collaboration and escalation. Plan technical development of team members, providing feedback and training. Create documentation that crosses several different technologies, applying this knowledge to solve cases.

Microsoft specialist, providing level-3 support for Microsoft’s customers. Investigate and solve critical, complex, technical issues for Premier customers which requires expert level of the product and service knowledge. Use event logs, network and performance traces, and other troubleshooting tools to resolve issues, especially those from my primary area of acting, such as Windows Networking, DNS, DHCP, NLB, Firewall, TCP/IP, Active Directory. As a Microsoft support engineer, daily troubleshooting of highly complex scenarios is expected and common in both technical and soft skills.

Manage local network and server resources, maintain software and security updates, ensure availability of client/server applications, maintain constant monitoring of the park, audit server security, develop and refine data center environment management processes, and design and implement new IT solutions.

Install and configure operating systems, peripherals and applications. Support, diagnostic and troubleshooting of workstations. Configure printers and administrative peripherals operational. Provide users support with configuration and customization of software for internet/intranet access, and configuration of network devices. Solving problems related to physical and logical network computers.