Roberto MayIT Support
I started as a Help Desk, creating and working the tickets as a first contact. After 3 years moved to a Level 2 escalation starting to work in English language in more complex regional escalated tickets and finally after 2 years finally promoted to act as a Level 3 providing support globally, covering Europe shift. The tickets received there were regarding several issues the user could have working with the machine, but also issues for groups of users. I was named POC for windows and VPN issues, but there was also support for office package, networking, machine security, updates, GPO, local applications, etc.Currently I'm performing Office 365 administration.
Tech stack
Experience
Office 365 Administrator for ACCENTURE (Contractor)Accenture
02/2021 - Currently
Messaging and Collaboration team, working on office account administration, sharepoint/onedrive issues, calendars, mail trace, alerts monitoring. 150.000 users.
Microsoft Office
Microsoft Power BI
Windows PowerShell
SharePoint
Desktop Support Level 3ERNST & YOUNG
09/2013 - 12/2020
Acting as the last level of escalation for tickets globally. Creation of knowledge articles. Product Specialist. Contact with different Vendors. Handling of VIP users.
Microsoft Office
Networking
Windows
IT Support
Senior Technician in Americas Service Desk Applications Level 2ERNST & YOUNG
10/2011 - 09/2013
For Argentina and Colombia, helping with the incidents of other Spanish speaking countries assigned from L1 that couldn't been solved.
Microsoft Office
Enterprise Software
Networking
Windows
IT Support
Senior Technician in IT level 1ERNST & YOUNG
05/2008 - 10/2011
For Argentina and Colombia. 2500 Users.
Computer Security
Microsoft Windows
Networking
IT Support
Education
ITIL FOUNDATIONS (2011) CertificationPeoplecert
Computers TechnicianET N° 26 DE N° 6 “Confederación Suiza”
Portfolio
Computer
June 2021 - June 2021
Internet test
June 2021 - June 2021
