Professional Summary

Microsoft 365 Administrator and Level 2 IT Support Engineer specializing in Microsoft cloud technologies, identity management, endpoint management, and multi-tenant support environments. Experienced in providing high-tier technical support across Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint Online, enterprise applications, and customer cloud environments.

Professional Experience

Level 2 IT Support Engineer - Managed Service Provider

Company: Virtual Business Partners
Duration: June 11, 2024 - Present

Exchange Online Administration

• Manage mailbox delegation including Full Access, Send As, and Send on Behalf permissions.
• Configure calendar access and mailbox permissions.
• Perform message tracing and troubleshoot email delivery issues.
• Manage email forwarding policies.

Microsoft Teams Administration

• Create and manage Teams and channels.
• Manage Teams membership and permissions.
• Configure Teams applications and policies.

SharePoint Online Administration

• Create and administer SharePoint sites.
• Manage external sharing policies.
• Manage site owners, members, and permissions.
• Monitor storage and access permissions.

Microsoft Intune Administration

• Manage Windows and mobile device lifecycle.
• Enroll, retire, wipe, and troubleshoot devices.
• Support Windows Autopilot deployments.
• Monitor compliance and device inventory.

Microsoft Entra ID Administration

• Create and manage user accounts.
• Manage MFA and authentication methods.
• Review risky sign-ins and audit logs.
• Manage Conditional Access policies.
• Manage Enterprise Applications and app registrations.

Multi-Tenant IT Support

• Provide high-tier support across multiple customer environments.
• Resolve escalated Level 1 incidents.
• Troubleshoot Windows, Microsoft 365, networking, printers, and applications.
• Support REST API integrations.
• Create technical documentation and knowledge articles.

IT Support - Unient (formerly Entrinsic Technology)

Duration: March 21, 2021 - May 5, 2024

• Provided Tier 1 and Tier 2 technical support.
• Managed Active Directory and Azure licensing.
• Configured devices using Autopilot.
• Performed OS installation and troubleshooting.
• Managed SharePoint permissions and Teams groups.
• Supported networking and LAN infrastructure.

Technical Skills

• Microsoft 365 Administration
• Microsoft Entra ID / Azure AD
• Microsoft Intune
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Endpoint Management
• Identity and Access Management
• PowerShell
• Windows Administration
• Networking Fundamentals

Remote Support Tools

• Atera
• Autotask
• TeamViewer
• AnyDesk
• Splashtop
• Quick Assist

Certifications

• Microsoft Certified: Security, Compliance and Identity Fundamentals
• Automation Anywhere Essentials
• Certified BEEHIVE Program