Jorge Garcia Carrillo

Experience

• 

  Mural Corporation

  Feb 2019 - Jun 2023

  •Reviewing and providing tier 3 troubleshooting instruction to both front-line customer support and escalations support staff covering the entire Microsoft 365 product line. •Coordinating and directly submitting escalations when necessary with the appropriate Microsoft 365 product groups for small, medium, and large-scale incidents.•Managing multiple escalations while maintaining consistent interaction with front-line customer support, escalations support staff, and Microsoft developers/engineers.•Resolved over 500 escalations involving the entire Microsoft 365 product line with a high customer satisfaction.•Training material development for front-line staff, escalations support staff, and newly onboarded escalations engineers ranging from Wiki libraries outlining troubleshooting guides and onboarding processes, recording video tutorials, creating troubleshooting or log-gathering PowerShell scripts, and creating quick-reference job aids. Show less •Providing technical troubleshooting support to customers covering a wide range of Microsoft Teams topics and issues including Teams calls and conference meetings, inbound and outbound PSTN calls, VoIP systems, chat and channel communications, integration with direct routing and SBCs, collection and review of device/system logs.•Coordinating and directly submitting escalations with the product group to triage tickets to the correct engineering team, leading to daily interaction and communication to help isolate and resolve the customer’s core issue in a timely manner. Show less •Troubleshooting Microsoft 365 product support requests over call or email, submitted by small to medium-sized businesses (up to 500 users).•Providing technical troubleshooting support to customers covering a wide range of topics including management and implementation of DNS record, email migrations, management of Azure Active Directory, management of Exchange online environments, use of Microsoft PowerShell, set up and management of SharePoint Online, OneDrive for Business, and Microsoft Teams. Show less

  • Microsoft 365 Escalations Engineer

    Dec 2021 - Jun 2023

  • Microsoft Teams Premier Engineer

    Nov 2020 - Dec 2021

  • Microsoft 365 Technical Support Specialist

    Feb 2019 - Nov 2020
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  University of Arizona College of Medicine – Tucson

  Jun 2023 - now

  IT Support Specialist, Senior