Professional Summary
Results-driven Azure & M365 Support Engineer with 3+ years of experience across the full Microsoft support tier spectrum — from CSP-model infrastructure support at Insight to Azure App Services escalation cases on Microsoft's MCC team at Tek-Experts. Skilled in deep-tier triage and resolution of complex Azure and Microsoft 365 issues — spanning virtual machines, networking, Entra ID, Exchange Online, subscriptions, and App Services performance and configuration. Consistently recognized for 5-star CSAT scores and a proven ability to resolve issues without further escalation, through technical depth and ownership. Holds 12 Microsoft, AWS, and CompTIA certifications and a B.S. in Cloud Computing in progress — bringing full-tier perspective and a client-first mindset to excel in an L2 role within the Microsoft Partner ecosystem.
Professional Experience
Insight Enterprises, Inc.
Associate Engineer · Managed Cloud Infrastructure
- Serve as a key contributor on the CSP Support L1 team, triaging and resolving escalated Azure infrastructure and Microsoft 365 issues — spanning virtual machines, networking, Entra ID / Azure AD, Exchange Online, and subscriptions — for CSP and Managed Cloud clients via ServiceNow, phone, email, and video.
- Consistently deliver exceptional client experiences, regularly receiving 5-star CSAT scores throughout tenure.
- Leverage DataDog for infrastructure monitoring, performance analysis, and proactive issue identification.
- Utilize Azure AI Services and other AI-powered resources to enhance troubleshooting efficiency and solution delivery.
- Collaborate cross-functionally with Managed Cloud Infrastructure, CSP Support, and Microsoft CSS teams to drive resolution of complex, multi-layered cloud issues, escalating to L2/L3 engineering as needed; contribute to internal knowledge base articles.
- Demonstrated commitment to professional growth by earning several certifications while in role, including CompTIA Security+, AWS Certified AI Practitioner, and Microsoft SC-900.
Tek-Experts
Technical Support Engineer 2 · Azure App Services · MCC Escalation Team
- Served on Microsoft's MCC escalation team, resolving Azure App Services cases — covering performance and configuration issues — escalated from Azure users via phone, email, and video; managed cases from Severity C to Severity A (critical).
- Drove team KPI scores from borderline failing to well above baseline expectations by individually resolving and closing 20+ cases per month — far exceeding the company average — while maintaining rigorous SLA adherence and escalating unresolved cases to Microsoft engineering as required.
- Recognized company-wide as a top performer for case handling and resolution, consistently receiving 5-star CSAT scores.
Additional Prior Employment
| Role | Company | Dates |
|---|---|---|
| Manufacturing Assembly Production Associate | Cummins, Inc. | Nov 2020 – Nov 2022 |
| Trailer Docking & Release / Fulfillment Team | Amazon Distribution Center | May 2020 – Aug 2020 |
| OTR Flatbed Truck Driver | Prime, Inc. | Sep 2017 – Sep 2019 |
| Lead Field Technician / Supervisor | Comcast / Time Warner Cable | Jan 2010 – Dec 2016 |
Education
Western Governors University
B.S., Cloud Computing · GPA: 3.0 / 3.0
Relevant Coursework
Eleven Fifty Academy, Indianapolis
Certifications
ITIL Foundation · IT Service Mgmt
Sep 2022
AZ-104 (in progress)
2026