Summary
Overview
Work History
Education
Skills
Certification
Timeline
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MICHELE BRYANT

Charlotte,NC

Summary

Experienced with troubleshooting complex technical problems and providing effective solutions. Utilizes exceptional analytical skills to manage high-priority escalations and meet client needs. Track record of enhancing team performance through collaboration and adaptability.

Professional technical specialist equipped to address complex issues and drive resolutions in high-pressure environments. Adept in diagnosing and troubleshooting advanced system problems, leveraging deep knowledge in software and hardware domains. Strong focus on team collaboration and achieving results, with reputation for reliability and adaptability. Skilled in communicating technical concepts clearly and effectively, ensuring seamless support and customer satisfaction.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Messaging and Mobility Administrator

Electrolux
  • Provided Level 3 support for Messaging and Mobility environment including Domino and O365
  • Leveraged analytical and troubleshooting skills to resolve various technical issues
  • Configured and maintained AirWatch MDM for the NA region
  • Provided mobile device support for various platforms including Blackberry, iOS, Android and Windows
  • Provided 24 x 7 on-call support for operational issues in the messaging environment
  • Maintained spam filter for NA region
  • Completed system upgrades and updates as needed

Support Escalation Engineer

Microsoft
09.2021 - Current
  • Provide level 3 support for M365 applications with primary focus on MS Teams
  • Troubleshoot and solve complex technical issues including performance, authentication, guest access, networking issues, meetings and interoperability with other services including AAD, SharePoint, OneDrive, CoPilot and Exchange
  • Provide proactive and advisory support for product implementations and configurations
  • Employ various tools such as analysis of event logs, component traces and system performance reviews to isolate and diagnose technical issues
  • Collaborate with product engineering to resolve service outages, detect product bugs and provide root cause analysis for identifiable issues
  • Work with internal teams to
  • Responsible for ensuring a positive support experience for all customers

Consultant Systems Engineer

Bank of America
08.2018 - 09.2021
  • Provided support for Domino server platform for Corporate Audit Division
  • Monitored server and application logs and proactively addressed any systems issues
  • Routinely reviewed security vulnerability reports for all servers and applications and remediated as needed
  • Migrated all servers in the environment to new virtual hosts
  • Managed certificate renewals for all servers in the environment
  • Led testing and implementation of migration to TLS1.2 for all servers and applications
  • Researched, planned, evaluated and implemented SAML as an SSO solution for web-based applications
  • Managed server and application connectivity to external systems including SQL and Oracle
  • Performed root cause analysis and addressed corrective actions for all system failures
  • Routinely worked with development team to troubleshoot and resolve application issues
  • Managed role-based security for servers and applications in the environment

Education

Master of Science - Human Resource Management

Mercy College
Dobbs Ferry, NY
05.2016

Bachelor of Science - Information Technology

Rochester Institute Technology
Rochester, NY
05.2001

Skills

  • Escalation procedures
  • Attention to detail
  • Software troubleshooting
  • SLA management
  • System administration
  • Problem-solving
  • Team collaboration
  • Customer support
  • Software upgrades
  • Microsoft 365
  • HCL Domino
  • Device Managment
  • Application installations
  • Hardware and software configuration
  • Issue and resolution tracking
  • Technical communication
  • Server maintenance
  • Cross-functional support

Certification

5/2021

Rochester Institute of Technology

Global Cybersecurity Institute

Completion of Cybersecurity Training Program


11/2019

IBM Certified System Administrator

Notes and Domino 9.0

Timeline

Support Escalation Engineer

Microsoft
09.2021 - Current

Consultant Systems Engineer

Bank of America
08.2018 - 09.2021

Messaging and Mobility Administrator

Electrolux

Master of Science - Human Resource Management

Mercy College

Bachelor of Science - Information Technology

Rochester Institute Technology

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MICHELE BRYANT