MS 365 Engineer

Collaborated with a team of four engineers to modernize the company's infrastructure and internal procedures;

Upgraded systems to an enterprise-level, secure, and scalable architecture;

Implemented best practices to enhance security, reliability, and efficiency across IT operations;

Streamlined internal workflows and automation to improve overall IT infrastructure management.

Maintained and configured office hardware, including networking equipment, servers, and endpoints;

Managed Azure AD and on-premises identities in a hybrid environment, ensuring secure and efficient access control;

Configured and optimized Linux servers, improving system performance and reliability;

Automated manual workflows using Shell/Bash scripting, increasing operational efficiency;

Developed an open-source asset management platform to streamline IT asset tracking;

Led the migration of local Active Directory to a hybrid solution, enhancing scalability and security;

Built an automated backup pipeline to AWS S3/Glacier, ensuring data integrity and disaster recovery readiness;

Upgraded office networking infrastructure, including the rebuilding of IPSEC VPN tunnels to external cloud providers like AWS and Azure.

Managed device purchasing, configuration, and deployments using AutoPilot to streamline IT asset management;

Handled end-user IT onboarding, ensuring a smooth transition for new employees;

Administered Azure AD identity management, maintaining secure and efficient access control;

Oversaw Intune application packaging, policy creation, and deployment to enhance endpoint management;

Monitored Microsoft Defender security logs, identifying and addressing potential threats;

Provided Service Desk support, troubleshooting technical issues to ensure seamless IT operations.

Provided operations and maintenance support for Microsoft SCCM 2012, including patch management, updates, and troubleshooting;

Resolved client workstation and distribution point issues, ensuring seamless deployment and functionality;

Identified, mitigated, and repaired misconfigured SCCM site settings to maintain system integrity;

Ensured a stable and efficient SCCM infrastructure through proactive monitoring and issue resolution;

Collaborated with teams to optimize SCCM performance and implement best practices.

Provides 2nd line technical troubleshooting for Cisco networking equipment and services in both French and English;

Diagnoses and resolves network-related issues to ensure optimal performance and reliability;

Assists customers remotely by identifying and troubleshooting technical problems efficiently;

Collaborates with internal teams to escalate and resolve complex networking issues;

Documents technical solutions and maintains accurate records of troubleshooting steps;

Ensures a high standard of customer service by effectively communicating solutions and technical information;

Stays up to date with Cisco networking technologies and best practices to enhance support capabilities.

Monitors game performance and ensures a smooth gaming experience for players;

Suggests game enhancements by identifying areas for improvement and providing feedback to developers;

Delivers first-class game support by addressing player issues accurately and documenting feedback and suggestions;

Conducts in-depth investigations into complex issues such as bugs, game exploits, and trade-related concerns, ensuring proper documentation and resolution;

Prioritizes and evaluates tasks based on impact, focusing on areas that yield the greatest returns for all stakeholders;

Compiles and monitors in-game community satisfaction, identifying revenue stream opportunities and providing insights to management.

Opens and maintains customer accounts by recording and updating account information;

Resolves product or service issues by clarifying customer complaints, identifying the cause of the problem, selecting and explaining the best solution, expediting corrections, and ensuring follow-up for resolution;

Processes customer adjustments to maintain accurate financial accounts;

Recommends potential products or services to management by gathering and analyzing customer information;

Prepares detailed product or service reports by collecting and evaluating customer data;

Contributes to team success by achieving related goals and delivering required results;

Manages a high volume of incoming customer interactions efficiently;

Identifies and assesses customer needs to ensure satisfaction and enhance service quality;

Builds and maintains strong, trust-based relationships with customers through open and interactive communication;

Provides accurate, complete, and up-to-date information using appropriate methods and tools.