Mary Fashakin

• Provided support, and solutions to complex problems. This involves dealing with difficult situations including complaint handling, sensitive customers and mission critical support. • Improved the overall customer experience served as the customer advocate and playing a key role in assisting our clients to maximize their investment in Microsoft Technology. • Troubleshoot issues related to Microsoft 365 Office Services including Microsoft word, Excel, PowerPoint, OneDrive, Compliance features, Azure active directory and overall tenant management. • Administered the creation and deletion of users, purchasing, and assigning of licenses, permissions and Roles for users, setting mailbox delegations, managed conditional access policies, transport rules, managing Organization- wide settings. • Investigated and resolved complex technical issues related to Microsoft 365 applications and services, including but not limited to Exchange Online, SharePoint, OneDrive, Teams, and Azure Active Directory. • Created and maintained detailed documentation of troubleshooting procedures, common issues, and resolutions to facilitate knowledge sharing and training within the support team. • Managed and prioritized support tickets or incidents, ensuring that critical issues are addressed promptly and effectively, and that SLAs (Service Level Agreements) are met. • Ensured that support interactions are conducted professionally, and customer satisfaction is maintained through effective communication and issue resolution.

• Created groups and users as required, assigning necessary roles and permissions to enable users access only resources they need to access in Active Directory. • Managed user identities and access to resources in the Azure Admin center. • Configured a custom domain as the new default domain within the M365 environment. • Gained valuable hands-on experience in handling customers’ technical challenges, troubleshooting problems, figuring out their root causes, and solving them. • Used collaborative tools such as Microsoft Teams, OneDrive, Exchange Online, SharePoint amongst others to facilitate collaboration, efficient communication, and productivity. • Created a user on Microsoft Admin center using Power shell. • Set up an outlook application. • Knowledge of Operating Systems for both Windows and MacOS.

• Gathering data from different sources, such as databases and spreadsheets. • Cleaning and preprocessing raw data to make it suitable for analysis. • Visualizing data for communicating insights effectively. • Encountering challenges and finding creative solutions.

Data Analysis with Microsoft Excel

Microsoft

Supplementary Technical Engineering program (STEP) in CompTIA Security+

CompTIA

Microsoft Certified: Security, Compliance, and Identity Fundamentals

Microsoft

Microsoft Certified: Microsoft Identity and Access Administrator

Microsoft