iamgidistar

Provided comprehensive IT support for Microsoft 365 applications, assisting users via phone calls and chat while maintaining a high level of customer service and satisfaction. Managed Microsoft 365 subscriptions and tenant health, ensuring seamless access, security, and performance across all applications. Developed and maintained IT policies, including licensing, user access, and support procedures, to optimize internal operations and compliance. Led on-site hardware installation, deployment, and troubleshooting, resolving issues efficiently, and escalating complex tasks to senior staff when needed. Consistently received positive feedback from customers, reducing resolution times by 20%, and contributing to a 12% increase in satisfaction scores, while also training new employees on technical processes and best practices.

Configured, monitored, and managed applications such as Microsoft 365, Active Directory, Office 365, Microsoft Defender, and Exchange Admin Center to ensure seamless operations and security. Developed and maintained IT policies and procedures, streamlining internal processes, and improving system efficiency across all business units. Acted as the first point of contact for Microsoft Teams-related cases, providing initial troubleshooting, and escalating complex issues when necessary. Managed Microsoft 365 subscription and tenant health, proactively identifying and resolving potential issues to ensure minimal disruption to business operations. Successfully resolved over 450 technical issues, reducing escalations by 15% through the development of a comprehensive knowledge base, leading to higher customer satisfaction, and improved user productivity.