MA. LOURDES Angeles
Sherbrooke,Canada
Summary
Graduated with a Bachelor of Science degree in Electronic and Communication Engineering from PLM-University of City of Manila, Philippines. Technology professional prepared for this role with solid foundation in technical troubleshooting and user support. Proven ability to diagnose and resolve hardware and software issues, ensuring seamless operations. Strong focus on team collaboration and flexibility, with reliable skills in customer service and technical communication.
Overview
19
19
years of professional experience
1
1
Certification
Work History
M365 Technology Support III / Azure Technical Support
Sherweb
04.2021 - Current
- Assist and provide technical support for services (via phone, email)
- Assist M365 Business, Enterprise Partners, Service Providers and Customers by taking the necessary steps to solve technical problems: Identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe;
- Assess customer problems and build trust through system administrator or technical advisor experience; Provide a customer centric approach to trouble management with the highest focus on quality
- Using strong customer service skills to improve business-to-business relationships
- Customer satisfaction is at the forefront;
- Provide technical solutions to large companies around the world
- The customers will be system administrators;
- Tackle new technical challenges daily, whether it’s about security Azure Active Directory, autopilot, device management or Analyze and resolve technical issues related to Microsoft Azure Products and services
- Remote Support Engineer to MS Azure Customers for Azure AD Connect, Azure MFA, Device Identities, Azure SSPR, PIM, Dynamic Groups, New Outlook Monarch.
End User Collaboration Senior Specialist | O365 Newmont Project
Accenture
08.2020 - 04.2021
- O365 End-User Support for Newmont, US; Point of Contact in the team; 24x7 on call operations
- Updating Technical Documentation; Identify, analyze and document discrepancies and ensure that appropriate adjustments are made; Establish and maintain a documentation style guide, standards, and templates for use across functional areas O365 system and training needs for adopted functionality
- Evaluation of new technology and updates for deployment and implementation; Collaborate with departments and subject matter experts on the development and documentation of policies
- Meet with internal clients to discuss system requirements, specifications, and timelines
- Perform preventive maintenance tasks on systems related to O365 Resources (cloud and hybrid)
- Develop instructional material, coordinate, write, and edit content for end-user’s materials and contextual help text
- Direct reporting to Project Manager and Project Leads; Work closely with both IT and the business owners to understand requirements for implementation
- Improved client satisfaction by customizing service delivery approaches according to unique business needs.
Technical Queue Supervisor - MS O365 Concierge Project
Accenture
09.2019 - 08.2020
- MS Office 365 Concierge Project Customer Service and Product Knowledge
- Adaptive when it comes to technology, as well as in their day-to-day routines, participate in training sessions as required by the company
- Supervising and coaching Frontline Support ambassadors; Providing guidance when necessary
- Lead the team to strategically meet performance ratings
- Evaluating Ambassador and hive’s performances
Escalation Engineer/Application Support - MS O365 Concierge Project
Accenture
01.2017 - 09.2019
- Reviews, document and work on cases submitted by the Frontline Ambassadors
- Analyze and resolve technical issues related to Microsoft products and services
- Escalating issues to Microsoft Back-end Engineers covering office 365 services, Migration, Hybrid Cloud and synchronized accounts, Sharepoint, MS Teams etc
- Providing Research, troubleshooting, technical and user support by assisting clients in the operation of software/online portals via channel services (phone and email); Problem isolation and resolution
- Proactively and comprehensively document customer issues
- Provide a customer centric approach to trouble management with the highest focus on quality
- Collaboration with Microsoft Engineers and other Microsoft Partners
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
Escalation Engineer /Business Support Consultant - MS O365 Concierge Project
Wizards Group/NTT Data (outsourced)
06.2016 - 01.2017
- Reviews, document and work on cases submitted by the Frontline Ambassadors
- Analyze and resolve technical issues related to Microsoft products and services
- Escalating issues to Microsoft Back-end Engineers covering office 365 services, Migration, Hybrid Cloud and synchronized accounts, MS Sharepoint, MS Teams
- Providing Research, troubleshooting, technical and user support by assisting clients in the operation of software/online portals via channel services (phone and email); Problem isolation and resolution
- Proactively and comprehensively document customer issues
- Provide a customer centric approach to trouble management with the highest focus on quality
- Collaboration with Microsoft Engineers and other Microsoft Partners
- Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
- Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
IT & Operations Support -L1 (Cloud/IaaS/Data Center)
Pacific Controls Cloud Services
01.2012 - 04.2016
- First line email and phone support for Pacific Controls and Etisalat Cloud Services’ Middle East Clients
- Mailbox Migration to Office 365 for new clients
- Ensuring Product support cases are acknowledged and resolve in a timely manner
- Escalating cases to Solution Architect for backend resolutions
- PCCS Cloud Services and On-premise Active directory User management (resetting of client passwords, creating new users)
- Internal and external Knowledge base content creation and update
- Reports directly to the Operations Manager of PCCS
- Monitoring of Data Center Alarms and Security Facilities
Network Operations and Control Technical Support
AT Networks Apollo Global
05.2009 - 12.2011
- Content Preparation and Implementation
- Preview scheduled programs to ensure all videos and audio materials are in quality and programs are ready for transmission
- Maintain programming logs, as required by station management
- Report equipment problems, and ensure that repairs are made; make emergency repairs to equipment when necessary
- Align antennae with receiving dishes in order to obtain the clearest signal for transmission of broadcasts from field locations
- Network Modem, Servers, Routers & switches and Data Center Monitoring using Nagios System Tool
Technical Service Supervisor
E- Copy Corporation (SHARP-Copiers)
02.2008 - 05.2009
- Supervision and Monitoring of Work Controller and Service Engineers
- Assign Technical specialists to attend problematic or service intensive machines
- Assisting thru phone on some technical response calls and/or Client’s needs
- Monitoring of Account Contract and Parts/Consumables or Materials Sales per area
- Documentation and Reporting to Technical Service Manager any critical problem encountered and solutions made
- Ensuring all technical service calls are responded accordingly and deliverance of quality service
- Reviewed customer feedback to identify potential shortcomings in service offerings, making necessary improvements to enhance overall client experience.
- Championed continuous improvement initiatives within the technical service department, fostering a culture of innovation and excellence amongst team members.
Work Controller
Copy Quest Corporation (SHARP Copiers)
08.2005 - 01.2008
- Coordinate, Control and Keep Record of documents and Materials and Submit Reports to the Supervisor to monitor and ensure that technical problems were solved within 24 hrs
- Controlling and Scheduling of Service Engineers
- Handling of Service Accounts and attend Service calls
- Identify performance problems and come up with solutions
- Handling clients/customers complaints and inquiries
- Receives, verifies and prioritizes work requests via phone calls from existing customers
- Creates work orders, enters log-in and out of Service Engineers for every client call
- Report and update Contract and materials charges against the work orders and closes work orders when complete
- Performs weekly and monthly service works and consumable/materials orders
- Maintains the integrity of the work service system data using service order system (OEM)
- Manages the data in the work control system, performs periodic updates of critical information
- Has full create and delete capability within the work order system
Education
Bachelor of Science - Electronics and Communications Engineering
Pamantasan Ng Lungsod Ng Maynila
Philippines01.2004
High School Education -
Divine Word Learning Center
Philippines01.1999
Skills
- Information Tech Operations
- End-User, Application and Technical Support
- Customer Service
- Ticketing system proficiency
- Remote support
- IT asset management
- Active Directory and Azure AD management
- Multitasking and Time management
- Problem-solving abilities
- Adaptability, Resiliency and flexibility
Certification
- Microsoft Azure Administrator Associate, 3P95D8-4A5399
- MS Azure Fundamentals MCP, AAB105-ACA4SD
- Microsoft Certified Solutions Associate: Office 365, F0D4M9-CA8635
- Microsoft 365 Fundamentals, V794F6-55682E
- Microsoft Certified Professional, 04I163-5382D3
- Comptia A+, 220-1101
- Microsoft Certified: Azure Administrator Associate, AZ-104 I157-1606, 07/29/20
- Microsoft Certified: Azure Fundamentals, Az-900 H354-1334, 02/06/20
- Microsoft 365 Certified: Fundamentals, MS-900 H603-2381, 12/12/20
- Microsoft Certified Solutions Associate: Office 365, F144-8975, 12/30/14
- Microsoft Certified Professional, F144-8974, 12/30/14
- Comptia A+, 220-1101, 01/01/25
Languages
English
Professional Working
Personal Information
Title: M365 / Migration / Azure Technical Support Specialist
Ielts
General Exam, 22CA002207ANGM334G
Interests
- Cooking
- Volunteering
- Backpacking and Hiking
- Documenting and sharing travel experiences
Timeline
M365 Technology Support III / Azure Technical Support
Sherweb
04.2021 - Current
End User Collaboration Senior Specialist | O365 Newmont Project
Accenture
08.2020 - 04.2021
Technical Queue Supervisor - MS O365 Concierge Project
Accenture
09.2019 - 08.2020
Escalation Engineer/Application Support - MS O365 Concierge Project
Accenture
01.2017 - 09.2019
Escalation Engineer /Business Support Consultant - MS O365 Concierge Project
Wizards Group/NTT Data (outsourced)
06.2016 - 01.2017
IT & Operations Support -L1 (Cloud/IaaS/Data Center)
Pacific Controls Cloud Services
01.2012 - 04.2016
Network Operations and Control Technical Support
AT Networks Apollo Global
05.2009 - 12.2011
Technical Service Supervisor
E- Copy Corporation (SHARP-Copiers)
02.2008 - 05.2009
Work Controller
Copy Quest Corporation (SHARP Copiers)
08.2005 - 01.2008
- Microsoft Azure Administrator Associate, 3P95D8-4A5399
- MS Azure Fundamentals MCP, AAB105-ACA4SD
- Microsoft Certified Solutions Associate: Office 365, F0D4M9-CA8635
- Microsoft 365 Fundamentals, V794F6-55682E
- Microsoft Certified Professional, 04I163-5382D3
- Comptia A+, 220-1101
- Microsoft Certified: Azure Administrator Associate, AZ-104 I157-1606, 07/29/20
- Microsoft Certified: Azure Fundamentals, Az-900 H354-1334, 02/06/20
- Microsoft 365 Certified: Fundamentals, MS-900 H603-2381, 12/12/20
- Microsoft Certified Solutions Associate: Office 365, F144-8975, 12/30/14
- Microsoft Certified Professional, F144-8974, 12/30/14
- Comptia A+, 220-1101, 01/01/25
Bachelor of Science - Electronics and Communications Engineering
Pamantasan Ng Lungsod Ng Maynila
High School Education -
Divine Word Learning Center
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