Sibiri Frank Sanou
Laval,Quebec
Summary
Senior Support Engineer with 10+ years in enterprise support, emphasizing expertise in Microsoft Exchange 2022. Strong background in project management and troubleshooting for cloud-based systems, covering Windows, Mac, and mobile devices. In-depth technical skills in Cisco security, Active Directory, and Azure Infrastructure. Frequently recognized for high-quality customer service and clear communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Networking Support Engineer (IC4)
Microsoft
12.2021 - 09.2025
- Executed analysis of network traffic using Wireshark, Netsh, and PowerShell scripting to diagnose TCP/IP problems.
- Delivered training on Microsoft server setup and data security standards to customers.
- Facilitated escalation of complex technical challenges to development team for effective resolution.
Sr. Technical Support Engineer
Microsoft
06.2020 - 12.2021
- Resolved data transfer issues within Mover app platform through effective troubleshooting.
- Instructed customers on best practices for cloud-based migration.
- Collaborated with development team for escalated issue resolution.
- Managed triage processes using Rave Ticketing system, maintaining high customer satisfaction at 4.7 CSAT.
IT Administrator
Garlington, Lohn & Robinson PLLP
02.2016 - 03.2020
- Deploy and maintain Windows , Linux servers and personal devices.
- Led IT project management efforts, including new user creation and access role based rules.
- Diagnosed and resolved hardware, and software issues.
- Managed backup processes and re-imaging of servers and desktops using cloud platforms.
- Authored business analysis reports to guide project implementation efforts.
- Provided training for new users to improve system utilization.
- Implement security measures to ensure data and network security.
Education
Bachelor of Information Technology - undefined
Western Governors University
Salt Lake, UT09.2020
Associate of Information Technology - undefined
University of Montana
Missoula, MT12.2014
Skills
- Network Stack debug and analysis using Wireless, TSS, and netsh
- Network services : Firewall, Load Balancers, DNS, DHCP, SMB, BGP, OSFP
- Programming : PowerShell, CLI
- Virtualization tools: Hyper-V and VMware, Software Defined Networks, Cloud computing
- Operating systems: Windows and Linux
- LAN/WAN
Certification
Project +, COMPTIA A+, Networking+, Security+, Cloud Essentials, Linux, Azure Fundamentals.
Languages
French
Native or Bilingual
English
Full Professional
ADDITIONAL SKILLS
- Customer Support Service (CSS), Communication, and team player
- Complex problem-solving, ability to work in tense environment.
- Fluent in both English and French
Timeline
Sr. Networking Support Engineer (IC4)
Microsoft
12.2021 - 09.2025
Sr. Technical Support Engineer
Microsoft
06.2020 - 12.2021
IT Administrator
Garlington, Lohn & Robinson PLLP
02.2016 - 03.2020
Bachelor of Information Technology - undefined
Western Governors University
Associate of Information Technology - undefined
University of Montana
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