David Power

Experience

• 

  TECSYS

  Jan 2012 - Jan 2018

  Office Clerk

  Assisted the IT department with various assignments (Setting up workstations and imaging PCs for new employees and resale) 2016 - 2018Office/Facilities Clerk (Performed numerous tasks relating to the daily Office Functions)Reception coverageOrdering of all office supplies (negotiating for best prices)Maintenance of coffee machines, photocopiers and other office equipmentMaintaining cleanliness of office (41,670 SQ feet)Responsible for UPS, FedEx, and mailAssisting Manager by taking care of all facility complaints/requestsAssisting Finance with Business Expense Reports and Amex invoicesGoing to bank to make deposits.Other duties as required. Show less

• 

  Sherweb

  Jun 2019 - Apr 2025

  Identify and solve complex technical issues related to Intune• Ensure that the performance levels of a group of technical advisors are maintained and exceeded. • Act as the reference for your pod, guide case resolutions and assist with real-time coaching for call handling. • Be the first escalation level for technical issues by proactively and re-actively answering questions. • Involve, consult, share and collaborate with your pod during technical issue resolutions. • Approve and advise for high-level escalations if high resolution delays or more advanced researches are needed. • Ensure high-quality customer service through troubleshooting technical issues and handle technical call-backs. • Monitor technical case evolution and actively participate in their action plans. • Review and stimulate technical case backlog through advanced diagnostic aids. • Maintain skillset and knowledge through direct monthly case handling. • Provide status feedback and insight on your pod’s concerns, behavior, communication and case handling. • Participate occasionally involved in specific projects. • Provide technical training to your pod when required. • Stay up to date with best practices and technological changes within the industry. • Carry out all other related tasks per the job’s evolution and departmental needs. Show less Expanding on my previous role assignments, this position focus was in supporting a small team, varying from 4 to 10 frontline technical advisors. ➢ Act as an internal Intune (and other related technologies, such as Azure/Entra AD) consultant to help delivering solutions to client’s inquiries. ➢ Provide technical and behavioral guidance to agents in dealing with client’s technical requests. ➢ Occasionally serve clients directly on highly technical or delicate cases that required a higher level of support. ➢ Help identifying issues needing escalation and work with the escalation specialists to report those directly to Microsoft. ➢ Make use of advanced troubleshooting tools, such as KQL (Kusto Query Language), Graph, PowerShell, etc. to solve more complex issues. ➢ Setup of test environment (ADE/DEP) for the team using Apple Business Manager.Help clients set up & manage Intune/Cloud environments Show less • Assist M365 Enterprise partners and customers by taking the necessary steps to solve technical problems: identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe• Assess customer problems and build trust through technical advisor experience.• Use strong customer service skills to improve business-to-business relationships. Customersatisfaction is at the forefront.• Provide technical solutions to large companies around the world. The most customers being systemadministrators.• Tackle new technical challenges daily, whether it’s about security AAD, Autopilot, DeviceManagement or others. Show less

  • Intune Product Specialist II | Intune Team Lead

    Jan 2022 - Apr 2025

  • Microsoft Intune Product Specialist I

    Jun 2020 - Jan 2022

  • M365 Enterprise/Intune Technical Advisor III

    Jun 2019 - Jun 2020
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  Valsoft Corporation

  Apr 2025 - now

  IT Technician