DAVID PETREE
Pensacola,FL
Summary
Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in Microsoft 365 services and cloud-based computing solutions. Over 12 years in supporting Microsoft 365 Environments.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Concierge Ambassador
Microsoft Office 365
Pensacola, FL
03.2019 - 03.2023
- Supported Confidential Microsoft 365 customers, partners, engineers, and administrators with their Microsoft 365 deployments, implementations, migrations, and general break-fix issues preventing them from using Microsoft 365 services
- Diagnosed customer environments using available tools to show root cause analysis of issues with connectivity for Microsoft 365 services using IdFix, RCA, SARA, OffCAT, ERCA and MFCMAPI
- Aided with custom domain verification and helped set up DNS records for SPF, DKIM, and DMARC for better mail flow security as well as setup/troubleshoot inbound-outbound connectors with third-party spam filter service
- PowerShell scripting and auditing in Azure, ADFS and Exchange Online
- Supplied support and/or support articles via TechNet Articles, VKB, Internal Knowledge Bases,
- Analyze, develop, and communicate key onboarding processes and technology improvements for Microsoft 365 onboarding for deployment cycle
- Performing advanced troubleshooting in SharePoint, OneDrive, Endpoint Manager/Intune, Office, Exchange Server, Exchange Online, Azure AD, all versions of Windows, and other applications connected to Office 365
- Troubleshooting Power Platform and helping build Power Apps, Power Automate (Flow), Power BI, and Power Virtual Agents to connect to Data Sources (IE: SharePoint, Teams, SQL databases, Websites)
- Document all work performed within requests
- Installation, configuration, and support of Microsoft 365 on various customer platforms
- Supply phone and remote troubleshooting support
- Ability to supply quick recommendations towards resolution
- Ability to clearly understand and communicate customer perspectives while collaborating with internal departments
- Responsible for efficiently managing relationships with customers while accurately documenting ticket activity, details, and outcomes
- Communicate with corporate customers via telephone, written correspondence, and electronic services for technically complex problems
- Supply front-line administrator and end-user support for multiple customers
- Collaborate with other engineers to find solutions
Sales Eng, Sr
AppRiver
Pensacola, FL
08.2007 - 10.2018
- Managed day-to-day administration, training, and building of Internal SharePoint server farms (SharePoint 2007 to SharePoint 2019) utilizing tools such as Visio, curate, and triage
- Provided tier 2 support for Office 365 Clients (60,000+) and performed over 1000 SharePoint Migrations for clients moving to Office 365
- Engaged in conference calls with prospective clients in a pre-sales technical role, utilizing strong presentation and communication skills
- Collaborated with outside developers to develop code that communicated with AppRiver's large file sending service.
- Built and Managed AppRiver's Sales Engineering Team, interviewing, hiring, and training all new Sales Engineers
- Wrote standard operating procedures (SOP) on how to on-board new clients coming to AppRiver’s Hosted Exchange services, and authored knowledge base articles for issue management, IT infrastructure, and implementation policies
- Configured workflows, custom lists, and term store in Internal SharePoint server and billed out special projects for AppRiver departments.
- Provided technical and non-technical support to new clients during trial period for all AppRiver services, demonstrating service-oriented attitude.
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings, leveraging problem-solving skills and knowledge of the Windows operating system
- Implemented corrective actions to fix root causes of various issues and recommended new products and services to customers, contributing to growth and success of the company
- Utilized PowerPoint to create visually engaging presentations for internal and external audiences, demonstrating strong presentation and collaboration skills.
- Contributed to development of IT architecture and documentation for the ecosystem of tools and systems used in the organization, including tooling such as N-Central and N-ABLE.
Director of Managed Services
Hixardt Technologies
01.2006 - 08.2007
- Extensive experience managing over two hundred customer networks
- Proficient in installing and configuring centralized monitoring systems, such as N-ABLE
- Able to travel to customer locations to install new network and desktop gear or troubleshoot and fix issues that cannot be resolved remotely
- Skilled in using centralized reporting tools, such as N-Central
- Experienced in tracking and placing orders with vendors for other reps
- Collaborated with management and core managed services delivery teams to define solutions and deployment requirements
- Contributed to improving processes, procedures, and new product rollouts
- Strong planning and project management skills, including the ability to break down problems into manageable pieces and implement effective, timely solutions
- Adept at balancing project resources and ensuring appropriate changes and allocations throughout the project
- Relied on technical credibility, leadership, and relationship management skills to build strong customer relationships.
Skills
- Adept at supporting seamless Office 365/Microsoft 365 implementations
- Proficient in expertly navigating OneDrive, SharePoint, and Microsoft Teams
- Knowledgeable in efficiently managing Exchange, SharePoint, and Teams services
- Experienced in utilizing Endpoint Manager/Microsoft Intune, Defender for Endpoint, and Defender for Office 365 to effectively manage devices and bolster security
- Skilled in creating customized policies for device management and security, optimizing operations for maximum efficiency
- Proficient in successfully implementing data loss prevention (DLP), safeguarding sensitive information
- Strong analytical and problem-solving skills, coupled with excellent verbal and written communication abilities, ensuring clear and concise communication with all stakeholders
- Experienced in configuring and maintaining cloud security for O365 tenants, ensuring peace of mind for all clients
- Adept at seamlessly setting up, configuring, and migrating SharePoint Online and OneDrive for Business for large organizations
- Skilled in expertly creating and documenting service tickets using various data tools, ensuring all details are captured and tracked appropriately
- Knowledgeable in effectively utilizing PowerShell, Graph, and CLI for Microsoft 365 scripting, maximizing productivity and output
- Experienced in seamlessly working with Microsoft Azure Active Directory (AAD), ensuring smooth and efficient operations
- Proficient in providing expert technical support and adeptly triaging issues, ensuring swift resolution and maximum client satisfaction
- Proficient in utilizing SharePoint and Microsoft Syntex, expertly leveraging these tools to optimize operations
Accomplishments
- Microsoft MVP: M365 Apps and Services (5 years)
- Microsoft Community Contributor Award
Certification
- Microsoft Certified Solutions Associate: Office 365
- Microsoft Certified Professional (MCP)
- Microsoft Certified Technology Specialist (MCTS)
Timeline
Concierge Ambassador
Microsoft Office 365
03.2019 - 03.2023
Sales Eng, Sr
AppRiver
08.2007 - 10.2018
Director of Managed Services
Hixardt Technologies
01.2006 - 08.2007
Bachelor of Arts -
Pensacola State College
- Microsoft Certified Solutions Associate: Office 365
- Microsoft Certified Professional (MCP)
- Microsoft Certified Technology Specialist (MCTS)
Education
Bachelor of Arts -
Pensacola State College
06.1993
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