Expert working with large organizations such as going through mergers, acquisitions or divestures requiring Identity Synchronization including a prior checkup and cleaned up Active Directory user objects with inconsistencies to prevent directory synchronization issues on Azure AD, also driving a variety of large mailbox migrations like tenant to tenant from EXO to EXO, ODB to ODB, Google Workspace: Gmail to EXO utilizing migration tools such as BitTitan MigrationWiz, Quest On Demand, MoveriO and Exchange ECP migrating from On-Prem Exchange to EXO where Hybrid Configuration was previously implemented to moves large amounts of mailboxes.
» Engage with clients to conduct environment analysis to plan and execute cloud migration from beginning to end.
» Responsible for all pre-migration related readiness activities such as the 3-phase migration from architecting and planning through implementation, testing and support.

As a Modern Workplace Engineer, I was in charge of the delivery of transformation projects for our clients. I worked with various teams in projects to develop and engineer complex solutions leveraging various automation tools, scripting, existing documentation assets, work with 3rd party vendor partners, as well as leveraging Avanade tooling and IP to execute transformation projects at scale for our clients from the mid-size to the large fortune companies’ enterprise environments.
» Worked with Microsoft Enterprise customers with thousands of users on project-based delivery planning and execution of technologies in the modern workplace technology stack.
» Worked as a technical onboarding partner with companies such as Nemours Children Hospital with a few hundred thousand users, TTI Semiconductors and Alight where I led all the mail the migration project from On-Prem to Exchange Online and from Tenant to Tenant.

As FastTrack Engineer (FE) assisted such as a deployment coordinator, demonstrating both technical and project governance capabilities. Also, as a trusted technical advisor, provided outbound advisory services and technical deployment guidance and best practices onboarding the M365 workloads, understanding the complexities of working with a team that provides support to enterprise-level clients and overcome hesitancy by addressing technical and business blockers to gain commitment from the customer to move forward with their plans.
» Managed, technically lead, and educated a large set of Microsoft Enterprise customers with thousands of users including partners who purchased Office 365, throughout the onboarding process.
» Onboarded technically large customers such as a variety of Universities like Maryland with more than with more than hundred thousand user, North Georgia, California, El Paso, also Miami Dade County Schools also with a huge number of users.

As Premier Support Engineer served as a trusted advisor to IT Professionals and responsible for the customer support experience where troubleshooted and solved customer complex technical issues via phone or email to ensure optimal service quality and minimum downtime by using troubleshooting best practices and transparency.
» Scoped a customer issue by collecting the relevant facts and investigated the problem by doing your own research and by involving other teams as needed.
» Performed advanced troubleshooting on issues related to AD Connect and the sync with Azure AD and, using my expertise and knowledge.
» Assisted customers with migration to Exchange Online from On-Prem Exchanges as well as third party messaging systems.
» Helped solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering.
» Demonstrated strong interpersonal and communication skills, while working with varying audiences.

As an O365 Concierge Ambassador, provided a world-class customer service experience to O365 customers. Where assisted as first point of customer engagement, providing thoughtful day-to-day comprehensive technical support to administrators from initial challenge through resolution. This included talking to the customer through account set up, troubleshooting, and resolving all technical issues. This was redefined “customer satisfaction” to mean that the customer is “blown away” as I resolved the issue on the first call. In this role, provided insight and execution to drive the optimal customer experience by phone call, email and remote assistance.
» Provided installation, configuration, and troubleshooting support of M365 services and features on various customer platforms on small business level environments.
» Provided to small business customers and Microsoft partners with end-to-end technical support troubleshooting and diagnostics analysis for M365 services such as Exchange Online.

As FastTrack Engineer (FE) managed, educated, executed, and lead a set of customer and partners who purchased Office 365 throughout the Onboarding technical process within the phases of initiate, assess, remediate, enable, and migrate.
» Delivered support on Active Directory pre-synchronization tasks by correcting user’s attributes (UPN, Proxy Address) through IDFix tool, PowerShell script and ADSI Edit.
» Delivered enterprise customer experience with configuration and implementation of Microsoft authentication and identity foundations by setting AD Connect including authentication models, federation, Multifactor Authentication (MFA), conditional access policies and other relevant capabilities.
» Experienced deploying and supporting Exchange Hybrid and delivered technical consulting, planning and execution on data migration strategies from a variety of messaging systems to Exchange Online such as Hybrid Remote Move, Staged, Cut-over, IMAP, and from Google Gmail.

As an O365 Support Engineer, provided O365 technical support as front line, first level, technical assistance to business and enterprise customers also Microsoft partners from problem identification to full resolution with a demonstrated and advanced product knowledge and the ability to solve customer issues on the first call as frequently as possible while demonstrated a positive attitude, patient, courteous and friendly with customers at all times by addressing and solve technical problems in a timely manner and complete all work assignments within expected time frames.
» Ensured that each support request was handled as per Microsoft Service Level Agreement (SLA) to the highest possible satisfaction by setting the right expectations and fulfilling commitments.
» Provided troubleshooting on Active Directory synchronization issues with Azure AD such as password synchronization, hard-matching users, and many more.

As an AT&T U-Verse sales & customer service support representative provided a unique and exceptional customer experience. In addition, demonstrated an expert knowledge of the U-Verse products and services, while accessing and maintaining records in appropriate point of sale systems and handled a variety of sales related tasks including customer contracts and warranties, completing orders from multiple fulfillment options, and activating service.
» Consulted with customers to recommend and sell a variety of AT&T U-Verse products and services to meet our customer needs.
» Consistently displayed a positive, professional, friendly, and high energy willingness to assist customers through video, chat or telephone interactions.
» Delivered expert support and instruction on self-installation, registrations, email setup, password resets, modem set-up and troubleshooting, set top boxes, VoIP telephone system and 3rd party routers.