Junel R.

IT Helpdesk | Microsoft 365 Admin| Team Lead | Project Manager

With over a decade of experience in Microsoft services and products, I commenced my career as a support engineer, specializing in troubleshooting and resolving customer issues related to: 1. SharePoint 2. Exchange Online 3. Exchange migration 4. Active Directory dirsync issues 5. Calling systems in Microsoft Teams 6. All Microsoft applications Subsequently, I transitioned to freelancing, securing my first project on Upwork in 2018. I collaborated closely with a single client for over 7 years, during which I experienced significant professional growth. I became a subject matter expert, particularly in SharePoint Online and Exchange Online. I proactively developed documentation and self-help tools for new joiners, often serving as the primary resource for training others on program procedures. Eventually, I was appointed as the onboarding personnel, where I managed: 1. Account provisioning 2. Account offboarding 3. New hire coordination 4. New hire training I was typically the first point of contact for new joiners, setting the tone for their success within the organization. As the organization expanded from fewer than 100 to over 600 freelancers, the necessity for an internal IT team became evident to address tooling issues and serve as the first responders for freelancers experiencing technical difficulties. The tools utilized for customer interaction included: 1. Azure Virtual Desktop 2. Quick Assist 3. Several internal tools that remain confidential. In recent years, the organization peaked at approximately 849 employees. At this juncture, I established a support process/service desk framework, which encompassed: 1. A platform for issue submission 2. A dashboard for monitoring issue status 3. Automated follow-ups 4. Service level agreements based on request urgency 5. Power BI reporting to provide management with insights on areas for improvement and to engage the engineering team. I led a team of 6 site administrators responsible for: 1. Resolving day-to-day tooling issues for freelancers 2. Account provisioning and offboarding 3. Process changes and creation 4. Access-related concerns 5. Infrastructure outlines 6. SharePoint Online management 7. Communication management.