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
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
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
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)
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
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
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
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
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