Max Luna

Experience

• 

  Accenture

  Jun 2016 - Mar 2020

  Information Technology Operations Analyst

  • Handled day-to-day interactions with end users troubleshooting issues ranging from account password resets to mailbox creations. • Assisted users through Remote Desktop Assistant to troubleshoot more complex desktop issues.

• 

  Tata Consultancy Services

  Mar 2020 - Jan 2023

  • Provides training and mentoring for less experienced team members on top of usual responsibilities.• Works with other leads and the manager to analyze/perform RCAs for incident/request tickets created by team members in accordance with the SLAs.• Projects supported:O365 Tenant to Tenant Migration – Provided support to end-user for technical issues encountered before, during and post-migration. • Administering Windows OS and Server services. • Tasked in resolving complex end-user technical issues ranging from software in laptops and mobile (Windows OS, Android & iOS) as well as hardware issues. • Managing and resolving issues regarding user’s access through Active Directory, Azure AD and Exchange O365 Admin.

  • System Administrator - Shift Lead

    Mar 2020 - Jan 2023

  • System Administrator

    Mar 2020 - Jan 2022
• 

  Sophos

  Jan 2023 - now

  Endpoint Security Engineer

  Responsible for providing technical solutions based on customers’ needs by answering all their queries. Making sure that clients are satisfied with our service and understand each piece of information that we provide them. Exerting extra efforts to those clients who are not tech savvy so we can still provide them better support.• Answering customer's calls, emails, and chats• Investigating the cause of the issue raised by the customer• Provide technical solutions to the cases assigned to me in calls, emails and remote session• Look to the KB articles that are related to the issue raised by the client• Send a summary of the activity to the client via email after each activity and add notes to the case as well for our (Engineer) reference.• Prioritizing critical and escalated cases based on the severity• Monitor cases assigned every day to update• Discuss cases with L2/GES to proceed further with the case• Checking logs and finding an error that is related to the issue to provide a better resolution• Gathering information needed to escalate the case with L2/GES• Worked with Partners and recommend solutions based on the issue Show less