I am a bilingual Microsoft 365 and Copilot Support Engineer with seven years of experience supporting cloud and hybrid Microsoft environments for German- and English-speaking customers across the DACH region.
I specialize in troubleshooting Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Outlook, Microsoft Entra ID, Intune, and Microsoft 365 Copilot. I handle complex technical issues, Level 2/3 escalations, incident investigations, and root-cause analysis.
My identity and security experience includes Active Directory, Azure AD Connect, AD FS, SSO, MFA, Conditional Access, Privileged Identity Management, Microsoft Defender, Defender XDR, DLP, audit logging, and security policies.
I have hands-on endpoint management experience with Microsoft Intune, Endpoint Manager, Windows Autopilot, device enrollment, endpoint security, and Microsoft Defender-related troubleshooting. I also support Copilot configuration, licensing, authentication, permissions, and service issues.
I use PowerShell and Microsoft Graph to automate administrative and troubleshooting tasks. I am experienced in tenant administration, user and group management, licensing, service health monitoring, technical documentation, KPI reporting, and collaboration with engineering teams.
In addition to technical engineering work, I bring strong customer support and communication skills gained through German-speaking client and supplier support. I am available to start immediately in Microsoft 365, Copilot, cloud support, identity, endpoint, security engineering, or DACH-focused support roles.
Delivered remote technical support to German- and English-speaking clients across Microsoft 365, Intune/Endpoint Manager, and Microsoft Copilot environments.
Troubleshot Exchange Online, SharePoint, Teams, identity, endpoint management, and Copilot-related issues. Provided end-to-end configuration support, troubleshooting, and technical guidance tailored to customer requirements.
Investigated and resolved Microsoft Intune and Microsoft Defender issues involving enrollment, endpoint management, and security.
Supported customers in German, English, and Arabic while providing technical troubleshooting and guidance for managed endpoints and security-related cases.
Provided German-speaking supplier support for the Wayfair account through phone and email channels. Addressed supplier complaints and communicated operational changes, updates, delays, and complications professionally.
Resolved payment, refund, and billing issues using a consultative and customer-focused approach. Supported sales campaigns and partner strategies while working toward defined performance metrics and quotas.
Provided Tier 2/3 support for Exchange Online, Teams, SharePoint Online, OneDrive, Outlook, Entra ID, and Microsoft 365 tenant administration. Managed users, groups, licensing, service health, Intune, Windows Autopilot, Conditional Access, and audit logging.
Investigated Defender alerts, endpoint security issues, XDR investigations, DLP controls, and Microsoft 365 security incidents. Supported Copilot adoption and troubleshooting, configured Copilot Studio agents and workflows, automated tasks with PowerShell and Microsoft Graph, and handled escalations, root-cause analysis, documentation, and engineering collaboration.
Provided German- and English-speaking technical support for TomTom navigation devices and mobile applications. Identified suitable hardware and software solutions and troubleshot issues across Nav 2, Nav 3, Nav 4, and Nav 4.5 Wi-Fi devices.
Worked directly with customers to identify root causes, guide troubleshooting steps, provide accurate feedback, and confirm issue resolution. Coordinated replacements or repairs and managed multiple support cases simultaneously.
Bachelor's Degree, German Language and Literature
Bachelor's degree with German Language and Literature as the primary field of specialization.
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