Self grown
Edgar Guerrero
Computer Engineer
Royal Palm Beach,FL.
Summary
Experienced Support Engineer, familiar with end users support and root cause analysis. Advanced knowledge of Cloud based applications operations and dedication to see issues through to end. Works well in remote and desk-side environments. Practiced troubleshooter with excellent diagnostics and repair abilities. Strong attention to detail, multi tasking and methodical approach. Microsoft 365 applications and PowerShell user expert.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Microsoft 365 Premier Support Engineer
Experis US
Royal Palm Beach, FL - Remote
03.2019 - 04.2023
- Provide worldwide technical support for Microsoft applications (Exchange Online, Teams, Sharepoint Online, Outlook, Etc.)
- Created and managed email distribution lists, managed users, add/remove users from/to email groups, export/import PST files.
- Broke down and evaluated user problems, using PowerShell scripts, personal expertise and probing questions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Communicated with clients remotely to verify roots and causes of applications problems.
- Assisted Microsoft Premier customers on troubleshooting issues and closing calls.
- Assist companies migrating their data to Microsoft Office 365, using different ways of mailbox migration, including remote (hybrid) migration
- Resolve mail flow problems, NDR, Spam, Blacklisted, Spam configuration filters, headers analysis, rules, MX record miss configuration
- Resolve AD Connect users and password synchronization errors, installation, miss configuration, log analyzer
- Troubleshoot Teams connectivity, log in failure, display name erroneous, calls quality issues
- Installation/Activation/deployment of Office Pro Plus applications
- Resolve SharePoint issues related to sites, libraries, permissions and documents synchronization
- Help customers with creation of sites, Office 365 groups management and configuration
- PowerShell scripting, assisting customer with bulk automatic execution of task like, users creation, reports of mailboxes sizes, number of groups and members, and others related tasks
- Assist Microsoft Partners organizations
- Solving most common Hybrid Deployment for Premier customers.
Microsoft Office 365 Support Engineer
Teleperformance USA
Boca Raton, FL
11.2015 - 03.2019
- Provide Worldwide technical support for Office 365 customers, assisting configuring their domain, mail flow, integration of their local Active Directory to the cloud through AD Connect
- Assist companies migrating their data to Microsoft Office 365, using different ways of mailbox migration, including remote (hybrid) migration
- Resolve mail flow problems, NDR, Spam, Blacklisted, Spam configuration filters, headers analysis, rules, MX record miss configuration
- Resolve AD Connect users and password synchronization errors, installation, miss configuration, log analyzer
- Troubleshoot Skype for business connectivity, log in failure, display name erroneous
- Installation/Activation/deployment of / Office Pro Plus applications
- Resolve SharePoint issues related to sites, libraries, permissions and documents synchronization
- Help customers with creation of sites, Office 365 groups management and configuration
- PowerShell scripting, assisting customer with bulk automatic execution of task like, users creation, reports of mailboxes sizes, number of groups and members, and others related tasks
- Assist Microsoft Partners organizations
- Manage and setup Active Directory Federation Services 2.0 & 3.0 (SSO)
- Solving Hybrid Deployment for enterprises businesses with Office 365.
Supervisor
Braman Motorcars BMW
West Palm Beach, FL.
10.2013 - 11.2015
- Supervise checking in and out of the cars that were coming for maintenance service.
- Maintained cleanliness of work sites, parking spaces, and guest services stations.
- Logged and documented parked vehicle details for accurate records.
- Trained workers in service policies, safety requirements and specifics of activities.
- Empowered workers to independently handle common issues and maintain strict safety standards.
Valet/Bellman
Casa Marina Hotel by Waldorf Astoria
Key West, FL
03.2012 - 07.2013
- Provide guest with a warm welcome as guest checked in the hotel, assist with their luggage taking it to their room
- Provide customer guide and suggestion of hotel amenities, park their vehicle at arrival and retrieve it at their departure.
- Explained important features of guest rooms to travelers.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Parked and retrieved cars carefully to prevent damage and avoid delays.
Caddy
Casa De Campo Resort And Villas
La Romana, Dominican Rep.
09.2011 - 02.2012
- Assist player during their game session, providing guidance about, distance, clubs to use, reading the green, best places to play the ball and aware about possible hazards.
- Repaired divots and ball marks and raked bunkers to increase course attraction and boost membership rates.
- Assisted golfers with selecting clubs, choosing strategies and lining up shots.
- Taught players and team members about game and performance strategies.
- Assisted players in improving game play.
- Predicted wind speeds and read green slopes to suggest appropriate approaches to players.
Bellman
Southernmost Hotel Collection
Key West, FL
04.2010 - 03.2011
- Greet customer at their arrival, provide storage to their luggage, and walk in to their room, provide information about best places on the area and take care of their luggage at checkout time.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Explained important features of guest rooms to travelers.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Escorted guests to assigned rooms and transported luggage.
Education
Bachelor of Arts - Computer Engineering Technology
Universidad Dominican O & M
La Romana, Dominican Rep. 09.2000 - 09.2008
Certificate - Landline Phone Installation
INFOTEP
La Romana, Dominican Rep. 05.2009 - 11.2009
Skills
Exceptional customer service
Responsible/Organized
Excellent multi-tasker
Great analytical/critical thinker
Exchange
Outlook
PowerShell
Teams
Sharepoint
Azure AD Connect
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Where there is a will, there is a way.
Interests
Role model parent
Outdoor activities
Cultural diversify
Sports
Foodie
Timeline
Microsoft 365 Premier Support Engineer
Experis US
03.2019 - 04.2023
Microsoft Office 365 Support Engineer
Teleperformance USA
11.2015 - 03.2019
Supervisor
Braman Motorcars BMW
10.2013 - 11.2015
Valet/Bellman
Casa Marina Hotel by Waldorf Astoria
03.2012 - 07.2013
Caddy
Casa De Campo Resort And Villas
09.2011 - 02.2012
Bellman
Southernmost Hotel Collection
04.2010 - 03.2011
Certificate - Landline Phone Installation
INFOTEP
05.2009 - 11.2009
Bachelor of Arts - Computer Engineering Technology
Universidad Dominican O & M
09.2000 - 09.2008