Dan Gaita

Experience

• 

  Edificia Construct SRL

  Oct 2003 - Nov 2004

  Technician

  Managing IT Infrastructure for Home Office.

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  Gameloft

  Feb 2005 - Jul 2008

  Data Administrator

  Data administration, server automation development and testing

• 

  HP Enterprise Services

  Feb 2013 - May 2015

  IT Technician

  Help-Desk: L1 and L2 technical support. Remote assistance via intranet. AD user management.

• 

  Wipro

  Jun 2015 - May 2018

  Technical focus on Identity and Office while cultivating intimate understanding of the supported services, their dependencies, and continual growth. Major responsibilities include, but are not limited to:- Guiding Support Engineers towards case resolution - Performing case reviews - Managing case back-log- Performing technical recoveries and in-depth issue analysis - Noticing case patterns and common symptoms for case consolidation- Performing various reporting tasksDesigned and helped implement several process improvements at the CSI stage of the service life-cycle:- Changed technical review process- Changed project admission exam process- Helped design and implement changes meant to bring a project wide 'resolution first' customer centered approach to the entire support process Show less

  • Office 365 Cloud Identity Subject Matter Expert

    Mar 2016 - May 2018

  • Office 365 Support Engineer

    Jun 2015 - Feb 2016
• 

  Microsoft

  Jun 2018 - Dec 2020

  M365 Support Escalation Engineer - Cloud Identity Escalation Team

  Final escalation point for Office 365 Cloud Identity while keeping a continual growth mindset. Major responsibilities include, but are not limited to:- Delivering L3 support excellence through handling of the most technically challenging Office 365 Identity cases (ADFS, AAD Connect, AD DS, OAuth, SAML, MFA, DNS and domain management, hybrid authentication, Seamless SSO, PowerShell).- Following a strong 'best effort' attitude towards support boundaries, expanding area of expertise well into Azure AD (conditional access, Azure AD join / register, Enterprise apps, GBLA, Azure SSO) and connected services such as Exchange Online (mail flow, migrations) and Office (installation, activation, reporting). - Advising customers on all aspects of Cloud Identity and on-premises integration.- Helping others succeed through training, mentorship, ad-hoc reviews, and always being open to any question.- Bolstering support capacity by providing in-depth training for entire sites / teams. Show less