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Work Background
MicrosoftSupport Escalation Engineer
Feb. 2024Fargo, North Dakota, United States• Provide expert-level Tier 3 escalation support for a global customer base regarding complex issues in SharePoint Online and OneDrive for Business. • Analyze and address intricate business requirements across various industries to recommend optimal Microsoft 365 solutions. • Collaborate with Software Engineers on highly technical issues and contribute to potential code fixes. • Authored over 50 internal and knowledge base articles and playbooks, significantly improving troubleshooting efficiency for engineers and customers. • Continuously expand expertise in SharePoint Online, OneDrive for Business, and other Microsoft 365 platforms, staying current with emerging features and updates. • Identify customer workspace needs to drive product improvements and feature enhancements within the Microsoft 365 suite. • Deliver training to customers and internal engineers on new and emerging issues, enhancing product adoption and technical proficiency. • Cross-train engineers from other teams on SharePoint Online/OneDrive for Business features, improving team versatility and skill distribution. • Serve as a Subject Matter Expert (SME) for Office 365 Mobile experience (SharePoint Online, OneDrive, Video), SharePoint Online tenant performance, throttling, and migration, and SharePoint Online compliance (Purview) features. • Mentor new engineers, establishing efficient workflows and significantly contributing to their successful onboarding and performance. • Collaborate with customer account teams to identify and recommend additional Microsoft 365 stack products, enhancing overall customer experience and driving adoption. • Managed support queues, efficiently assigning over 100 cases per week to appropriate engineers based on customer needs and team skill sets.
MicrosoftSupport Engineer (Tier 3)
Aug. 2023 - Feb. 2024Fargo, North Dakota, United States• Provided advanced Tier 3 escalation support for Microsoft Teams desktop, web, and mobile clients, resolving critical customer issues. • Demonstrated comprehensive understanding of business requirements for diverse clients, informing tailored support strategies. • Addressed integration complexities involving Azure, Active Directory, Intune, Office, SQL, ShareGate, Metalogix, Nintex, and Bamboo within the Teams environment. • Collaborated directly with Software Engineers to resolve highly technical issues and propose code fixes, improving product stability. • Contributed to both internal and external knowledge base documentation for Microsoft Teams, streamlining troubleshooting processes. • Continuously developed expertise in Microsoft Teams and other Microsoft 365 platforms, ensuring up-to-date support. • Provided training to customers and engineers on new and evolving Teams features and issues.
ClickMagickProduct Educator
Sep. 2022 - Apr. 2023• Managed and updated over 100 Knowledge Base Articles, videos, and walkthroughs, enhancing user understanding of SaaS application features. • Collaborated with support staff to identify documentation gaps and create new content based on user needs. • Worked with development teams to ensure documentation accuracy aligned with new and updated software features. • Reviewed and updated outdated articles, maintaining content relevance and accuracy for a rapidly evolving SaaS product. • Updated technical screenshots for the application, ensuring visual consistency and clarity in documentation.
Schonert Marketing LLCOwner
Mar. 2022 - Aug. 2023West Fargo, North Dakota, United States• Led a digital marketing agency specializing in helping home services companies achieve business growth and scalability. • Developed and implemented digital marketing strategies including Email Deliverability Setup and Auditing, Email Marketing and Consulting, Website Design and Hosting, Social Media Management and Consulting, and Search Engine Optimization (SEO) management and Auditing. • Bridged the gap between technical and relationship aspects of digital marketing, ensuring personalized client interactions. • Provided Business Process Consulting and Marketing Strategy Consulting to optimize client operations.
MicrosoftSupport Escalation Engineer
Nov. 2019 - Aug. 2022Fargo, North Dakota Area• Provided Tier 3 escalation support for complex SharePoint Online and OneDrive for Business issues to a global customer base. • Addressed integration challenges with Azure Active Directory, Intune, Office, SQL, ShareGate, Metalogix, Nintex, and Bamboo. • Authored internal and external knowledge base documentation, significantly contributing to a comprehensive support library. • Provided training and cross-training to engineers on SharePoint Online/OneDrive for Business features and emerging issues. • Served as SME for Office 365 Mobile experience (SharePoint Online, OneDrive, Video), SharePoint Online tenant performance, throttling, and migration. • Managed support queues, ensuring efficient case distribution to appropriate technical resources.
MicrosoftSupport Engineer
Apr. 2016 - Nov. 2019Fargo, North Dakota Area• Assisted enterprise customers with Tier 3 support for SharePoint Online and OneDrive for Business issues. • Understood and addressed business needs for various customer sizes, primarily enterprise clients. • Developed and maintained internal knowledge base documentation and playbooks for new features, improving team efficiency. • Provided continuous training to customers and engineers on the Office 365 platform and emerging issues. • Served as SME for Office 365 Mobile experience (SharePoint Online, OneDrive, Video), SharePoint Online tenant performance and throttling, migration issues to SharePoint Online and OneDrive, and authentication issues with SharePoint Online. • Managed support queues, ensuring effective case routing to relevant engineers.
Cornerstone Bank NDIT Specialist
Dec. 2015 - Apr. 2016Fargo, North Dakota Area• Provided comprehensive general IT support for over 250 users in a growing financial institution. • Led the project for creating a searchable knowledge base for the IT Team, improving information accessibility and support efficiency. • Authored support documentation and training materials for both the IT team and bank employees. • Delivered training sessions to IT staff and bank employees on workstation use and care. • Supported a range of products including Windows 7, Office 2007/2010/2013, Fiserv Products (Integrated Teller, Navigator (Premier), Director), Citrix (Online Plug-In, XenApp), Cisco Jabber, Cisco Network Phones, and HP Desktops/Laptops. • Gained exposure to Windows Server 2008 R2, SQL Server 2008 R2, Active Directory, Exchange 2010, Track-It! Technician Client, VMware, Cisco Call Manager, and Cisco Unity Connection.
VoltSupport Engineer - SharePoint On-Premise
Apr. 2014 - Dec. 2015Fargo, North Dakota Area• Provided technical support for SharePoint On-Premise versions (WSS 3.0/MOSS 2007, SharePoint 2010/2013 Foundation/Server). • Demonstrated excellent customer service to a global client base. • Possessed strong integration knowledge of SQL, IIS, PowerPivot, PowerBI, Windows Server, Office, and other technologies integrating with SharePoint Server installations. • Provided clear and concise technical documentation to customers. • Proficient in troubleshooting tools such as Fiddler, NetMon, ProcMon, and WireShark. • Skilled in command line utilities including CMD, Windows PowerShell, and SharePoint Management Shell.
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