Feb 2013 - Actually Employed
- Providing support in English to O2 Office 365 customers
- Remote System Administrator for Exchange and AD on company’s customers
- Providing support by email & phone and remote control
- Tracking, logging email issues
- Supporting medium and enterprise companies in both setup & usability
- Addressing issues related to MS suite for Cloud computing
- Forefront Protection for Exchange dedicated support
- Remote support via Logmein
- Support and troubleshooting on Ms Outlook 2003,2007,2010,2011,2013
- DNS records, SMTP Relay, and Network issues
- Analysis of AD issues in relation to ADFS 2.0 FOR Office 365
Apr 2011 – Jan 2013
Position:: Tier 2 Technical support for MS Office 365 suite (promoted from Tier 1)
Key responsibilities:
- Providing support in both English & Italian With approximately 15 tickets a day
- Providing support by email & phone
- Tracking, logging email issues
- First line issues on Blackberry & iPhones
- Supporting medium and enterprise companies in both setup & usability
- Addressing issues related to MS suite for Cloud computing
- Forefront Protection for Exchange dedicated support
- Remote support via Easy Assist, Logmein, Team Viewer
- Support and troubleshooting on Ms Outlook 2003,2007,2010
- Support and troubleshooting of network issues, ports forwarding on router and firewall, browser’s issues
- Explain to customer how to implement DNS record for Office 365 administration
- Troubleshooting of Microsoft Operating Systems and Macintosh
- Troubleshooting of Exchange online, mailbox migration, Powershell, Echange 2010
- Analysis of AD issues in relation to ADFS FOR Office 365