> Work as trusted advisor for engineers;> Be dedicated to readiness and onboarding plans;> Align on processes being followed;> Align on the troubleshooting guides and case escalations.> Driving triages within the team to help delivery a response faster and analyze gaps.

> Working with Delivery Partners on the delivery to our Professional customers> Align on processes being followed for escalations;> Align on the troubleshooting guides and case escalations.> Driving triages with the Partners to identify gaps;

- Apply expertise to resolve more than one issue at a time;- Deliver solution in high and complex environments using:* Azure Active Directory;* Azure Active Directory Domain Services;* Azure AD Connect;* Azure AD Connect health (Sync, AD FS, AD DS)* AD FS Troubleshooting* Device Registration* Conditional Access* WAP Troubleshooting* Role Based Access Control for Azure;* Azure Key Vault; * MFA Online and On-premises;- Advisory solutions;- Root Cause Analisys;- Ensure the highest standards of excellence in execution, so that to create customer experiences which drive their loyalty with Microsoft.- Help other teams solving issues with customers;

Working as vendor for a Microsoft Project- Apply expertise to resolve more than one issue at a time;- Deliver solution in high and complex environments

- Drive process and systems improvement.- Act as a role model and mentor in the team.- Manage customer escalations and provide the appropriate help.- Attend weekly team conference calls to discuss top issues, open cases and sharing best practices.-Acquire & coordinate resources from other groups as needed to resolve customer issues.- Improve the technical quality of the support group team by helping the manager to identify areas of development for the engineers as well as providing high quality service delivery.- Facilitate the timely resolution of customer issues and case escalations in critical situations.- Receive escalated issues or collaborate on issues until fully resolved- Build the technical readiness map for the team and influence the engineer’s technical development.- Mentor engineers on technical skills and incident management.- Deliver training to new hire team employees and best practices- Drive weekly technical triages and review existing open cases until solution is delivered.

- Apply expertise to resolve more than one issue at a time;- Iniciative with solutions to solve issues related to Microsoft Systems;- Provide high quality service to Microsoft customers solving questions related with their Microsoft Systems;- Ensure the highest standards of excellence in execution, so that to create customer experiences which drive their loyalty with Microsoft- Guide and help customer how to use their Microsoft Systems;- Help other teams solving issues with customers;- Receive best training to know and develop best practices using Microsoft Systems;

- Prevent issues and guide teams to solve issues related with Nextel Networks;- Facilitate the timely resolution of customer issues and case escalations in critical situations.- Drive process and systems improvement.- Acquire & coordinate resources from other groups as needed to resolve customer issues.

Alarm Monitoring working with Nextel Brasil:- Contact with field teams;- Best Practices to solve Infrastructure issues;- Best Practices to solve EBTS Issues;- Diagnose and troubleshoot issues on Nextel Networks;Knowleged with the tecnologies:- 2G iDEN- 3G Huawei- CORE - Transmission Data

- Provide best quality services to customer helping them solving issues with IT on their companies;- Troubleshoot IT Networks;- Troubleshoot hardware issues;- Troubleshoot software issues;- Install and configure network services;- Configure mail services;- Develop solutions to solve issues with customers and help them getting more information about their systems;