• Provide support, analysis, and remediation on escalated support incidents from the L1 help desk on Microsoft Teams telecommunications services, video conferencing, and other communications solutions.• Aid MS365 L1 support engineers on any issues they might have when troubleshooting M365 products that integrate with Teams by documentation, training and solution steps on issues ranging internal audits to file management via SharePoint.• Advanced knowledge of Direct Routing solution for Microsoft Teams.• Assist in planning of voice environments for M365 customers, develop and review procedures for voice platform in relation to capacity planning, performance, reliability, and security.• Gained experience with design, configuration, and administration of VOIP systems. • Provided technical support for Office 365 applications, resolving issues related to login, email configuration, and application errors.• Managed user accounts, groups, and permissions in the Microsoft 365 admin center, including multi-factor authentication setup and troubleshooting.

Developed an affinity with Netwrix softwaresWorked with the team in meetings in order to achieve viable solutions for issues.Translated multiple software documentationsServed as a bridge of connection with clients from other countries in South America and the United States through facilitating communication between the companies.Finalized a full-length report on a solution to be implemented within the company's operations, that would help diversify the options for clients as well as optimize audits for companies.