Carlos Atehortua
Pompano Beach,FL
Summary
- Knowledgeable with Microsoft products such as Office 365, Azure Active Directory, PowerShell, SharePoint, Teams, Windows Servers, Exchange, OneDrive, Intune, Power BI, Security & Compliance, and admin centers.
- Support administrators with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios for Microsoft customers in small and enterprise environments.
- Fulfilled a system administrator role at MSP (Managed Service Provider) where end-users were assigned permissions, licenses, and policies based on business needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Thrive
Remote
05.2025 - Current
- Ability to handle diverse computing environments in a wide cross section of business clients.
- Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution.
- In depth knowledge of Windows OS (8.1, 10, 11 etc).
- Experience with Windows Server, and remote management tools.
- Knowledge of mobile device configurations and troubleshooting.
- Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations.
- Experience troubleshooting workstation hardware issues.
- Knowledge and experience with Active Directory.
Information Technology Help desk
Regional One Inc
Deerfield Beach, FL
05.2024 - 12.2024
- Assist end-users with troubleshooting tickets related to Office 365, and Windows profiles.
- Responsible for setting up new workstations, on-boarding, and off-boarding procedures.
- Manage users in Microsoft 365 admin center.
- Worked with IT staff to complete new projects.
- First-call resolution for on-site service issues.
- Windows profile synchronization (Intune device joined).
- Compliance polices for Intune Enrolled devices.
- Office 365 product synchronization.
- Set up users to Microsoft Authentication, Mobile apps, and Office systems.
- Created batches for users to have access to Door systems.
- Enabled and Disabled users for system access.
- On-site support device replacement such as laptops, headsets, docking stations, and monitors.
- On-site support for networking issues related to ethernet cables, and switches.
Client Support Engineer
Coretelligent
Needham Heights, MA
09.2023 - 01.2024
- Responsible for user account management in Active Directory, Exchange, spam filter, and other platforms
- Support creation, removal, changes, password resets, and bulk operations.
- Analyze Corporate Networking and Services to provide client support.
- Utilize very strong knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile and applications.
- Complete one-call resolution for desktop support.
- Monitor systems for security breaches and take proactive measures to mitigate risks.
- IT Service Management Company.
M365 Support Engineer
Advanced Network Product (ANP)
Plymouth Meeting, PA
04.2023 - 09.2023
- Company Overview: Managed IT Services.
- Manage and troubleshoot SharePoint, Exchange Online, Teams, Intune/Endpoint Manager, and Azure as a Global Admin.
- Directly supporting non-technical end users.
- Work with on-prem, hybrid, and cloud-based Microsoft environments.
- Ability to use and create PowerShell scripts.
- Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support.
- Work with Veeam backup and replication for virtual machine data storage.
- Work with Windows servers 2012, 2016, and 2019
- Exposure to Active Directory, and Domain controller servers to user synchronization.
- VPN installations, and new user workstation setups
- Supported office applications such as Zoom, AutoCAD, SolidWorks, and web-based tools.
- Provided support for Printers, Scanners, Web Cams, Monitors, and Docking stations.
- Managed IT Services.
Microsoft Office 365 Concierge Ambassador
Experis Manpower Group
Milwaukee, WI
08.2021 - 04.2023
- Provide remote technical assistance to Microsoft 365 customers.
- Provide front-line administrator and end user support for multiple customers.
- Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support.
- Assist administrators with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios, deployment, and readiness guidance.
- Installation, configuration, and troubleshooting support of Microsoft 365 services and features on various customer platforms within small business and enterprise level environments.
- Collaborate with other engineers to find solutions while maintaining customer perspective, including Support Engineers at different levels and technology areas.
- Help with Microsoft 365 Security and Compliance
- Report trends, reoccurring problems, and software bugs to management.
- Ability to support Microsoft 365 migration options per workload (Exchange migrations, and SharePoint Online migrations).
- Ability to support Microsoft 365 business accounts (Tenants).
- Ability to Install Office 365 products.
- Help with setting up domain names for Microsoft 365 business subscriptions.
- Isolate email server errors for Microsoft 365 customer.
- Help Global administrators of Microsoft Business Accounts to escalate issues, resolve product and billing related inquiries.
Fraud and Claims Operations Analyst
Wells Fargo Bank
Pompano Beach, FL
05.2015 - 08.2021
- Identify patterns, anomalies, and trends to determine suspicious or unusual activity and level of risk.
- Identify control deficiencies in bank processes, and procedures.
- Review member decisions and assign loss accountability.
- Complex investigations to review and analyze fraud transactions while using multiple online systems and research techniques to identify financial crimes activities.
- Fraud investigations and claim work; inbound and outbound calls; adjusting bank statements, fees, and issuing credits.
- Followed claim processes based on bank regulations and procedures.
- Analyze and resolve customer disputes.
- Determine a resolution of fraud claims where threats and suspicious online banking activities have affected customers’ accounts.
- Extensive experience and understanding of fraud investigations for multiple types of transactions related to online wires, ATM, ACH, checks, and debit card claims.
- Chargebacks, visa rules, regulation E, and NACHA rules.
- Exposure to Wells Fargo DAT (Disputes Automated Tracking) application, CLAIMS Application, Hogan, CIV, Facts, PVSI, 3VR, and Visa application.
- Assisted as a resource and escalation point for team members to resolve escalated customer service issues, guide claim handling, and served in training for new agents.
Technical Support Representative
Teleperformance USA
Boca Raton, FL
05.2013 - 02.2015
- Hardware/software troubleshooting, computer clean up, internet set up processes, access multiple computer systems remotely to troubleshoot system errors, tech Support Assistance for AT&T U-verse TV services and DSL Internet, software maintenance, and antivirus installations (MacAfee).
- Inbound/outbound calls in Spanish and English.
- Replace equipment such as Routers, and TV boxes.
- Scheduled appointments for technicians, perform line tests to find the root causes of failure, open tickets for technicians to get assigned to specific tasks, perform assistance for out-of-scope issues for end-users such as printers, tablets, and other devices.
- Served as a point of registration for services, activation, and resolution when technical issues occurred.
Teller
Chase Bank
Deerfield Beach, FL
05.2014 - 12.2014
- Currency exchanges, product referrals, cash handling, process payments, drive-thru operations, front counter, and handle up to $10K in cash.
- Resolve banking issues while utilizing banking programs to analyze accounts.
- Secure cash in a safe vault.
Education
Bachelor of Applied Science - Information Management & Database Administration
Palm Beach State College
Boca Raton, FL12-2018
Associate in Arts - Business/Accounting
Indian River State College
Port Saint Lucie, FL05-2012
Skills
- Case Management
- Microsoft 365 Problem solving
- Microsoft Azure Active Directory
- PowerShell scripting
- Microsoft 365 Installation
- Windows Servers
- Migrations to Microsoft 365
- Global end-user support
Certification
Microsoft 365 Certified: Fundamentals MS - 900
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Technical Support Engineer
Thrive
05.2025 - Current
Information Technology Help desk
Regional One Inc
05.2024 - 12.2024
Client Support Engineer
Coretelligent
09.2023 - 01.2024
M365 Support Engineer
Advanced Network Product (ANP)
04.2023 - 09.2023
Microsoft Office 365 Concierge Ambassador
Experis Manpower Group
08.2021 - 04.2023
Fraud and Claims Operations Analyst
Wells Fargo Bank
05.2015 - 08.2021
Teller
Chase Bank
05.2014 - 12.2014
Technical Support Representative
Teleperformance USA
05.2013 - 02.2015
Associate in Arts - Business/Accounting
Indian River State College
Bachelor of Applied Science - Information Management & Database Administration
Palm Beach State College