Joseph Omar C.

I am an experienced Technical Support Team Lead with a strong background in Microsoft 365, web hosting, customer support operations, and service delivery. Throughout my career, I have worked directly with customers, resolved complex technical issues, led support teams, managed escalations, and helped drive service quality improvements. My expertise includes supporting Microsoft 365 technologies such as Exchange Online, Outlook, SharePoint Online, OneDrive for Business, Teams, and account administration. I am experienced in troubleshooting email flow, mail migration, authentication issues, permissions, collaboration tools, and Microsoft 365 tenant-related concerns. In addition to Microsoft 365, I have extensive experience in web hosting support, including services provided through IONOS. My technical knowledge covers domains, DNS management, email hosting, SSL certificates, website troubleshooting, hosting control panels, and customer account management. As a Team Lead, I have been responsible for: Leading and coaching technical support engineers Handling customer and business-critical escalations Performing quality assurance reviews and case audits Monitoring KPIs, SLAs, and team performance Delivering feedback, mentoring, and performance improvement plans Supporting operational reporting and process improvement initiatives Collaborating with cross-functional teams to drive customer success I am known for my ability to combine strong technical troubleshooting skills with excellent customer service and leadership. Whether you need technical support, escalation management, quality reviews, team leadership, or customer success expertise, I bring a customer-focused approach and a commitment to achieving results. Core Skills: Microsoft 365 Administration & Support Exchange Online SharePoint Online Microsoft Teams OneDrive for Business Email & DNS Troubleshooting Web Hosting Support Domain & SSL Management Technical Troubleshooting Team Leadership & Coaching Quality Assurance & Case Reviews Escalation Management Customer Success & Retention Service Operations & Reporting I take pride in delivering outstanding support experiences, developing high-performing teams, and helping businesses maintain reliable and efficient IT services.