Maxwell Hofmann

Supervisor – Jen Moore (Email:

jmoore@thrivenextgen.com)

• Take escalations from tier 2 engineers
• Troubleshoot and resolve issues related to RDS and Citrix DaaS
• Mentored tier-2 engineers and provide technical assistance
• Communicate highly technical information to both technical and non-technical users
• Take escalations from tier 2 engineers
• Assisted with the remediation of compromised accounts and machines
• I regularly worked in the Mimecast administration console
• I ran a search and purged malicious emails in Exchange
• Checked the sign-in and audit logs for users to determine if their accounts were compromised
• Ran audit log searches to determine the who, what, when, and where for changes made in Microsoft 365
• I ran content searches inside the Microsoft Purview Compliance Center
• Advised clients on compliance best practices within Microsoft 365
• Resolved cases with an average of 35 minutes
• Have a 99.7% CSAT score average over the last two years, with a 24% average response rate

Supervisor: Jacob Hollowell (Email: jhollowell@thrivenextgen.com)

• Run client updates afterhours
• Troubleshoot and resolve issues related to RDS and Citrix DaaS
• Ensure a positive client experience and high client satisfaction
• Communicate highly technical information to both technical and non-technical users
• Assisted with the remediation of many compromised accounts
• I regularly worked in the Mimecast administration console
• Ran searches and purged malicious emails
• Checked the sign-in and audit logs for users to determine if their accounts were compromised
• Ran audit log searches to determine the who, what, when, and where for changes made in Microsoft 365.
• Ran content searches inside the Microsoft Purview Compliance Center
• Advised clients on compliance best practices within Microsoft 365
• I regularly score in the top three for client satisfaction in my region, with a 100% satisfaction rate

Supervisor: Hannah Glasco (P: 706-974-9359, Email: hcglasco@gmail.com)

• Daily time entry accounting for at least 8 hours
• Ensure a positive client experience and high client satisfaction
• Communicate highly technical information to both technical and non-technical users
• Spearheaded the development of a new client documentation process
• Assisted with remediation in a client security breach.
• Spearheaded an initiative to enable MFA on all clients' Azure AD Admin accounts
• Trained peers on the new documentation process.
• Awarded for having the best client survey in a client satisfaction contest