Kenneth John Leonard R.

Manager of IT | Office 365 Admin | IT Helpdesk Analyst L1/L2

IT and Office 365 Support Engineer specializing in Office 365 Applications like Exchange, Sharepoint and OneDrive Setup and Migration, Office Apps (any version), Teams, Outlook, Intune, Azure, MS Defender, Windows 365 CPC provisioning and management, Conditional Policies. Manage, Deploy and Setup 1password Email Security/Hardening Specialist under Microsoft 365 environment including setting up DNS records like DKIM, DMARC and SPF. Email Migration (IMAP, PST, Google Workspace to M365 Migration, GoDaddy to M365 and others) Sharepoint/OneDrive migration limited to cloud-to-cloud migration. Sharepoint/OneDrive file organization, permissions management Sharepoint Intranet Site setup with no coding. CRM tools - Autotask, Datto Technical Knowledge Manager handling business solutions and analysis. Experienced in knowledge-based document creation, change and update with documents. Creation and update of actual document in different platforms. Implementation, handling feedback from stakeholders and discussing updates. Process Analyst handling ticket escalations, root cause analysis, gaps in processes, updating and creation of knowledge articles. Trainer handling online and classroom training pertaining to Service Desk/IT topics. Incident Manager handling escalations and correct routing of ticket. Worked with tower managers to mitigate escalations. Handled 10 agents that works with Returned Tickets. Senior IT Helpdesk Analyst handling outage handling process and advanced support. IT Helpdesk handling service desk ranging from AD password resets, application issues, software/hardware troubleshooting, mobile device management, onboarding/offboarding