Technical Support Engineer

Provided remote technical support to Microsoft enterprise customers globally, assisting IT administrators and end users with Microsoft cloud, identity, and authentication-related issues through email, phone, remote sessions, and other support channels.

Managed and documented technical incidents, troubleshooting actions, escalations, and resolutions. Monitored unresolved cases, followed up within service-level expectations, prepared technical reports, protected sensitive user information, and coordinated with internal teams to resolve incidents.

Resolved hundreds of support cases while maintaining customer satisfaction and clear communication. Identified root causes and delivered long-term solutions that reduced repeat incidents and minimized business disruption.

Delivered frontline customer support for telecommunications services, handling inquiries, complaints, service requests, and questions relating to voice, internet, and data connectivity products.

Diagnosed SIM, device, network, and connectivity issues; supported billing inquiries, service activation, and account management; and escalated unresolved technical issues to engineering teams while ensuring customer follow-up.

Maintained detailed CRM records of customer interactions and resolutions. Consistently met customer satisfaction and quality targets, improved first-contact resolution, and contributed to reduced ticket resolution time through effective documentation and support processes.

Bachelor of Technology in Computer Engineering, Second Class Upper Division.