Hi, I’m
Lucas Pessoa
Winter Garden,FL
Summary
Senior Technical Support Engineer with over 6 years of experience enabling seamless data migrations for strategic customers. Expertise in Security Playbooks, Threat Management, Zero Trust Architecture, and Cloud Infrastructure Security, consistently driving improvements in migration efficiency and customer satisfaction. Passionate about leveraging Microsoft technologies to innovate and enhance customer experiences.
Overview
6
years of professional experience
1
Certification
Work History
Microsoft
SR TECH SUPPORT ENGINEER
04.2022 - Current
Job overview
- Enabled Microsoft 365 solutions for strategic clients, boosting productivity and collaboration.
- Identified efficient cloud migration strategies, minimizing disruptions and downtime.
- Served as technical SME for Microsoft 365 core services & security, providing expert guidance.
- Tracked and reported product-blocking issues, ensuring customer feedback is addressed promptly.
- Improved migration efficiency and customer satisfaction, achieving measurable results.
Microsoft
Support Escalation Engineer
01.2021 - 04.2022
Job overview
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Enhanced technical proficiency of Delivery Partner Engineers as a dedicated coach.
- Managed technical case inspections and escalations, leading to swift issue resolution.
- Streamlined problem-solving processes through cross-team collaboration on complex cases.
Microsoft
FastTrack Engineer
03.2020 - 01.2021
Job overview
- Championed cloud onboarding processes, ensuring seamless transitions.
- Bolstered security posture implementing identity-driven security based on Microsoft's best practices.
- Collaborated with IT team to devise remediation plans, resolving technical blockers.
- Enabled Microsoft 365 services, instituting governance best practices and initiating service enhancements.
- Addressed technical challenges during onboarding, leveraging support resources and serving as SME.
Experis IT
Office 365 Concierge Ambassador
08.2019 - 03.2020
Job overview
- Guided Office 365 customers through onboarding, ensuring smooth transitions.
- Built and maintained strong customer relationships, resulting in positive feedback.
- Provided on-call support, resolving complex issues in a timely manner.
- Represented Microsoft in corporate client communications, effectively addressing technical issues.
- Supported clients with Office 365 platform installation, configuration, and usage.
Teleperformance USA
Premier Support Engineer
04.2018 - 08.2019
Job overview
- Collaboratively provided technical solutions for complicated problems in partnership with Microsoft Engineering.
- Assured smooth functionality of Skype, SharePoint, and Exchange for diverse customers.
- Utilized PowerShell and Azure AD Connect for effective management and troubleshooting of hybrid environments.
- Achieved high customer satisfaction through timely and efficient problem resolution.
Education
Southern New Hampshire University
Bachelor of Science from Computer Information Systems
10.2024
Skills
- Identity Protection
- Threat Management
- Zero Trust Architecture
- Security Playbooks
- Cloud Infrastructure Security
- Project Management
- System Design
Certification
- Microsoft 365 Certified: Administrator Expert - Issued May 2024 · Expires May 2025 | Credential ID 460C0D590733C4AF
- Microsoft Certified: Information Protection and Compliance Administrator Associate - Issued 05/01/24 · Expires 05/01/25 | Credential ID 915C15A755508D2C
- Microsoft Certified: Security Operations Analyst Associate - Issued 05/01/24 · Expires 05/01/25 | Credential ID F3E9400D1CD83DF2
- Microsoft Certified: Azure Fundamentals - Issued 10/01/20
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working