Summary
Overview
Work History
Education
Skills
Certification
Timeline
Experienced in personal computer assembly
Generic

Mark Wolfe

Colorado Springs,CO

Summary

Flexible Technical Support Engineer with 4 years of experience helping Microsoft clients maintain smooth operations. Expertise in SharePoint Online and Microsoft 365 environments. Commended for rapidly and effectively resolving customer issues, answering technical inquiries, and developing custom PowerShell solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

M365 Technical Support Engineer Tier 2

TeKnowledge
06.2021 - Current
  • Currently serving as an escalation point for challenging technical inquiries involving SharePoint Online and OneDrive for Business, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducting root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Collaborating with cross-functional teams to develop solutions for recurring technical problems.
  • Managing multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Supporting restricted GCC High and DoD M365 tenants and high profile government clients such as DoJ, VA, etc.

Cashier/Sales Associate Specialist

Lowe's Home Improvement
11.2017 - 03.2020
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Assisted call-in customers with questions and orders.
  • Performed cashier duties, including accepting and processing customer payments and balancing receipts and cash.
  • Provided timely and effective resolutions to problems, securing clients and ensuring satisfaction.
  • Communicated with store employees to maintain conditions and appearance of retail area.

Overnight Stock Associate

Target
01.2016 - 05.2016
  • Unboxed product and placed on shelves according to layout and planogram guidelines.
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Unloaded arriving product stock and moved to store display areas.
  • Realigned merchandise throughout assigned section to give shelves and racks professional appeal.

Education

Computer Technology Certificate - Computer Systems Technician

IntelliTec College
Colorado Springs, CO
12.2020

High School Diploma -

Vista Ridge High School
Colorado Springs, CO
05.2016

Skills

  • Technical Troubleshooting
  • Analytical problem-solving
  • Root-cause analysis
  • Organization and Time management
  • Proficient in Microsoft 365 applications
  • SharePoint Online administration
  • Teamwork
  • Customer service
  • Ticket management

Certification

  • CompTIA - IT Fundamentals
  • CompTIA - A+ Software (currently expired)

Timeline

M365 Technical Support Engineer Tier 2

TeKnowledge
06.2021 - Current

Cashier/Sales Associate Specialist

Lowe's Home Improvement
11.2017 - 03.2020

Overnight Stock Associate

Target
01.2016 - 05.2016

Computer Technology Certificate - Computer Systems Technician

IntelliTec College

High School Diploma -

Vista Ridge High School

Experienced in personal computer assembly

Passionate in the inner and outer workings of computers, applying critical thinking skills to building and maintaining PCs and experimenting with software code.

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