I Have been a Team Manager for more than five years. But I have been a System administrator, technical support, customer support, and sales for twelve years now. Throughout the years I acquire many skills like;
Doing root cause analysis
people management
Financial management
Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments
Product presentation and negotiating with clients
Handling stakeholders
How to efficiently monitor the queue and the entire team's attendance to make sure that we hit our SLA hourly.
Create a report base on Data Analysis
creating a productivity report
The middle man between HR and Team members for legal matter concerns and many more
I am very easy to work with, fast learner and goal-oriented.
Technical Experience;
SaaS Technical Support:
-Help client set up their RMM
-Assist customer in creating PowerShell script that would trigger RMM alerts
- Addressing client inquiries and educating them on our product and how to use the
software
-Assist client with integration such as office 365, Bitdefender, Quickbooks, Xero, Emsisoft,
Teamviewer, Splashtop, etc.
- Create a knowledgebase
- Report bugs to developers by creating a ticket in Jira
Ticketing tools;
-Zendesk
-CRM
-Kayako
-Freshdesk
-HPSM
-Parature
-Rave
-connectwise
-Intercom
-Jira
-Hubspot
-Halo PSA
Experienced with Microsoft O365 setup including:
- Domain registration
- DNS records
- Managing subscription/ cancellation or additional subscription.
Exchange online management:
- Exchange online protection
- Advanced threat protection
- Domain keys identified mail (DKIM)
- Domain message authentication reporting and conformance (DMARC)
- Sender policy framework (SPF) –
distribution group
-Security group (edit, delete, adding members)
-email migration
SharePoint online management:
- Creating a site
- Managing document library
- Configuring user permissions.
- External sharing
Skype for Business and Microsoft teams:
- setting up calling plans
- creating Teams channel
- Managing guest access with teams
- Federation between two Microsoft teams organization.
Active directory setup and management:
- Updating UPN
- custom attributes
- user creation
- Creating organization unit
- Updating dirSync
- fix sync errors with AD.
Office 365 security and compliance:
- Data loss prevention
- Permissions
- Ediscovery search
- Data Encryption
–MDM setup
- Data governance
- retention
- content search
- Audit log search
OneDrive for business
- file synchronization
- Sync errors
– Document library synchronization
Experienced in PowerShell scripting for O365. Remote tools:
- LMI
- TeamViewer
- Splashtop
- Kaseya
- ScreenConnect
-NinjaOne
Troubleshooting
Customer Engagement
Atlassian Confluence
Email Communication
Ticketing System
Windows 10 Administration
Office 365
Microsoft SharePoint Administration
Microsoft Exchange Online
Microsoft Outlook
Shopify
Business with 10-99 Employees
Helpdesk
Technical Documentation Management
DNS
