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Microsoft 365 Setup and Security for small businesses
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Technical Subject Matter Expert, Enterprise IT and Cloud
Teleperformance • Tiempo completo
Jul 2025 - Mar 2026 • 8 mos
Served as senior escalation point for the support organization across Microsoft 365, Windows Server, Active Directory, DNS, DHCP, VPN, and full IT infrastructure. Diagnosed ambiguous multi-layered issues with advanced root cause analysis, cutting repeat incidents by 30% and raising first-call resolution by 20%. Mentored engineers on troubleshooting and escalation judgment, and authored SOPs and playbooks adopted team-wide.