Microsoft 365 Administrator/Technical Support

Provided technical support for Comcast cable, internet, phone, and streaming services, resolving connectivity issues, modem/router problems, and service interruptions Guided customers through step-by-step troubleshooting, including device setup, Wi-Fi configuration, and service optimization Handled inbound calls with professionalism while delivering clear support on billing, account management, and service upgrades Documented customer interactions and technical issues accurately in the system and escalated complex cases when necessary Maintained strong performance metrics including customer satisfaction, first-call resolution, and efficient handling time.

Delivered L1/L2 technical support for hardware, software, and network-related issues, ensuring timely resolution within SLA. Administered Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive. Managed endpoint devices using Microsoft Intune (device enrollment, compliance policies, configuration profiles, and application deployment). Supported virtualization environments using VMware and Hyper-V, including VM provisioning, monitoring, and troubleshooting. Performed Active Directory administration including user account management, password resets, group policy updates, and Multi-Factor Authentication (MFA) setup, reset, and troubleshooting. Monitored and responded to security alerts using Microsoft Defender for Endpoint, assisting in threat detection, investigation, and remediation. Troubleshot network and system issues including DNS, DHCP, VPN, and connectivity problems. Assisted with system updates, patching, backups, and basic server maintenance to ensure stability and security. Documented incidents and resolutions in ticketing systems and supported IT process improvements.