-Resolving escalated issues from the call center team while increasing case resolutionrates.-Managing Microsoft 365 services and server compliance needs for multiplecompanies, including government agencies and large corporations (1500+ users).- Project manager for Apple IRP Serveries.- Supporting projects that include Microsoft 365, Microsoft Azure, Windows server,Adobe DC, and Trend Micro.

- Demonstrated the ability to manage Microsoft 365 issues and critical situations.- Triaged issues by collecting relevant information and investigating the problem.- Consulted and collaborated with colleagues globally to drive resolutions.- Support area included Exchange Online / Hybrid, On-Premises AD, Microsoft Teams,and SharePoint Online / OneDrive for Business.

- Assessed issues related to all laptop product lines on a global scale: from forums,end-user report systems, and repair centers.- Determined the issue’s priority and coordinated backend engineers, partners, andthe manufacturer factories to ensure resolution within the promised time frame.- Guided end-users through the troubleshooting process and created a feedback loopwith the support department to progressively improve the customer’s experience.- Documented issues and… Show more - Assessed issues related to all laptop product lines on a global scale: from forums,end-user report systems, and repair centers.- Determined the issue’s priority and coordinated backend engineers, partners, andthe manufacturer factories to ensure resolution within the promised time frame.- Guided end-users through the troubleshooting process and created a feedback loopwith the support department to progressively improve the customer’s experience.- Documented issues and resolution methods into the knowledge base system. Show less

- Set up testing environment and equipment for product and certification needs.- Performed product measurements to determine certification eligibility.- Documented tests and furnished reports to the relevant teams.- Maintenance of all testing equipment to ensure the validity of all test results.