Open To Work
Hi, I’m
Keith Hall
Brownsville,TX
Summary
Microsoft-focused Cloud Engineer specializing in hybrid identity, tenant migrations, and enterprise incident management. Experienced in executive escalation handling and restoring high-visibility production environments.
Overview
7
years of professional experience
Work History
Insource ServicesWellesley, USA
Engineer
01.2022 - Current
Job overview
- Lead Microsoft 365 tenant migrations across 35+ client environments.
- Administer hybrid and cloud Active Directory (Group Policy, identity lifecycle, security controls).
- Implement Azure infrastructure solutions (VMs, RBAC, hybrid integrations) to support modernization initiatives.
- Resolve complex identity and infrastructure escalations, performing root cause analysis, and long-term remediation planning.
Zones/MicrosoftMenands, USA
Executive Escalation Manager
02.2021 - 01.2022
Job overview
- Directed KPI-driven operations for Microsoft Premier enterprise accounts.
- Led resolution of high-severity Microsoft 365 and hybrid identity incidents, delivering executive-facing root cause analyses to prevent recurrence.
- Sustained 200/200 customer satisfaction during high-visibility production incidents.
Zones/Microsoft
Premier Escalation Engineer
01.2020 - 02.2021
Job overview
- Owned mitigation of production-impacting Microsoft 365 and hybrid infrastructure incidents.
- Partnered with Microsoft engineering teams to accelerate the restoration of service and maintain SLA compliance.
- Authored structured post-incident documentation and remediation guidance.
Zones/Microsoft
Premier Team Lead
08.2019 - 01.2020
Job overview
- Supervised Premier Support team operations, including case triage, workload distribution, and SLA adherence.
- Provided senior technical guidance on Microsoft 365 and hybrid identity environments.
Zones/Microsoft
Concierge Team Lead
12.2018 - 08.2019
Job overview
- Directed Microsoft-focused SMB support operations and improved SLA performance through workload optimization.
- Promoted from Concierge Ambassador (2017–2018).
Education
SUNY CobleskillCobleskill, NY
B.S. from Graphic Design
01-2015
Skills
Microsoft 365 & Cloud Platforms
- Microsoft 365 (Exchange Online, SharePoint, Teams)
- Tenant Architecture & Migrations
- Microsoft Azure (VMs, RBAC, Hybrid Integrations)
Identity & Directory Services
- Azure AD (Entra ID) & Hybrid Identity
- Active Directory & Group Policy
- Authentication, SSO, MFA
- Directory Synchronization
Incident & Service Operations
- Enterprise Incident Management
- Root Cause Analysis (RCA)
- SLA / KPI Management
- Executive Escalation Handling
- Post-Incident Reporting
Automation
- Power Platform Powershell
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteSalary Range
$97000/yr - $200000/yrTimeline
Engineer
Insource Services
01.2022 - Current
Executive Escalation Manager
Zones/Microsoft
02.2021 - 01.2022
Premier Escalation Engineer
Zones/Microsoft
01.2020 - 02.2021
Premier Team Lead
Zones/Microsoft
08.2019 - 01.2020
Concierge Team Lead
Zones/Microsoft
12.2018 - 08.2019
SUNY Cobleskill
B.S. from Graphic Design