TECHNICAL SUPPORT ENGINEER
Specializing in Microsoft 365 & Office Productivity Suites
PROFESSIONAL SUMMARY
Highly analytical Technical Support Specialist with 2 years of experience providing enterprise-level support for Microsoft Office and Microsoft 365. Expert in resolving complex software configurations, cloud synchronization issues, and email flow interruptions. Proven track record of maintaining high First-Call Resolution (FCR) rates by combining deep technical knowledge with empathetic communication.
TECHNICAL SKILLSET
Microsoft 365 Ecosystem: Admin Center (User Management/Licensing), Exchange Online, SharePoint, OneDrive for Business, Microsoft Teams.
Office Suite Expertise: Outlook (Profile/PST/OST repair), Excel (Advanced functions/Add-in conflicts), Word, PowerPoint.
Operating Systems: Windows 10/11 (Registry, Command Prompt, Event Viewer), macOS.
Network & Security: MFA/Modern Authentication, Basic DNS (MX, SPF, DKIM records), VPN Troubleshooting.
IT Service Management (ITSM): Zendesk, Salesforce Service Cloud, ServiceNow, Jira.
PROFESSIONAL EXPERIENCE
Tech Support ----------- (June 2020 to June 2021
Provided chat-based technical support for Microsoft Office applications
Troubleshot Microsoft Word, Excel, Outlook, and Teams issues
Assisted users with Microsoft 365 setup and configuration
Resolved OneDrive sync and file access issues
Documented troubleshooting steps and solutions
Handled multiple chat interactions simultaneously
Maintained excellent customer satisfaction
Problem Resolution:
Diagnose and repair "Account Unlicensed" errors, Outlook connectivity issues, and OneDrive sync conflicts using advanced troubleshooting (e.g., SaRA tool, Registry edits).
Admin Administration: Manage user identities and licenses within the Microsoft 365 Admin Center, including password resets, group memberships, and shared mailbox permissions.
Performance Metrics: Consistently exceed KPIs, maintaining a 94% CSAT (Customer Satisfaction) score and an average First-Call Resolution (FCR) rate of 85%.
Knowledge Contribution: Authored 15+ internal troubleshooting articles for the team knowledge base, focusing on recurring Office 365 "Update" errors.
KEY ACHIEVEMENTS
SME Status: Promoted to Subject Matter Expert (SME) for Microsoft Outlook within the first 12 months.
Process Improvement: Reduced Average Handle Time (AHT) by 10% by creating a library of PowerShell scripts for common license assignments.
