Support Engineer Customer Service
Resume:
Anthony Mondrey
********@*****.***
www.linkedin.com/in/anthony-mondrey-40372122
Professional Summary:
Results-oriented Support Engineer with a strong track record in problem-solving, technical troubleshooting, and cloud administration. Skilled in Azure AD, security policies, and enterprise application management. Recognized for advanced technical acumen and a diligent, forward-thinking approach. Seeking opportunities to contribut expertise and drive impactful solutions.
Key Skills:
• Microsoft Entra Administration: Proficient in administering and maintaining hybrid and cloud-only identities across multiple Entra ID tenants.
• Azure AD Connect and Azure AD Cloud Sync: Skilled in configuring and supporting synchronization between on-premises Active Directory and Azure Active Directory.
• Conditional Access Policies: Experienced in creating and managing policies to control access based on various conditions.
• Security Policies Management: Adept at maintaining and enforcing security policies to safeguard organizational data.
• Enterprise Application Management: Capable of overseeing all aspects of enterprise applications.
• Cloud Device Administration: Competent in managing cloud-based devices.
• Technical Troubleshooting: Skilled at diagnosing and resolving technical issues efficiently.
• Microsoft 365 License Management: Proficient in managing licenses for Microsoft 365 services.
• IT Governance and Compliance: Knowledgeable about IT governance practices and compliance requirements.
• Network Administration: Familiar with network setup, maintenance, and troubleshooting.
• Customer Support: Experienced in providing front-end customer service and assisting users effectively.
Experience:
Microsoft Entra ID Administrator
APR Consulting, Dallas, TX July 2023 – June 2024 o Administered and maintained hybrid and cloud-only identities across multiple Entra ID tenants, ensuring seamless user access and security. o Created and managed Conditional Access Policies and Security Policies, enhancing data protection and compliance.
o Supported Azure AD Connect and Azure AD Cloud Sync configuration, optimizing identity synchronization.
Anthony Mondrey
Lewisville, TX 214*564*1586
********@*****.***
www.linkedin.com/in/anthony-mondrey-40372122
2
o Monitored and managed all aspects of Enterprise applications, contributing to a smooth operational environment.
Customer Support Engineer
Insite Global(Contract at Microsoft), Dallas, TX Oct 2021 – May 2023 o Provided front-end customer service to Microsoft customers, resolving technical issues promptly.
o Scoped and analyzed customer issues, applying effective troubleshooting techniques. o Documented technical steps and research information, ensuring efficient problem resolution.
o Assisted customers in managing Azure Subscriptions and Microsoft 365 Licenses, fostering positive user experiences.
Customer Support Engineer
Kforce (Contract at Microsoft), Dallas, TX Feb 2020 – June 2021 o Provided front-end customer service to Microsoft customers, resolving technical issues promptly.
o Scoped and analyzed customer issues, applying effective troubleshooting techniques. o Documented technical steps and research information, ensuring efficient problem resolution.
o Assisted customers in managing Azure Subscriptions and Microsoft 365 Licenses, fostering positive user experiences.
System Administrator/Microsoft 365 Admin
Ntegrated Consulting, Dallas, TX Oct 2012 - Dec 2019 o Installed security and functionality patches, maintaining system reliability and protection.
o Designed preventive maintenance schedules, minimizing downtime and hardware faults.
o Managed employee onboarding and offboarding, streamlining processes. o Provided Identity Access Management for AD DS and AAD, ensuring secure user access.
o Migrated Exchange on-premises environment to Office 365 online, improving collaboration and productivity.
o Delivered Tier 2 and Tier 3 support, resolving complex technical issues effectively. Anthony Mondrey
Lewisville, TX 214*564*1586
********@*****.***
www.linkedin.com/in/anthony-mondrey-40372122
3
Sr. Application Operation Support
GENESIS 10, Plano, TX Sep 2011 - Oct 2012
o Managed software development and support, adhering to formal specifications and design practices.
o Implemented consistent coding practices, ensuring robust applications. o Provided 2nd and 3rd level technical support, maintaining system availability. Information Technology Manager
TexasLending.com, Dallas, TX Jun 2007 - Oct 2012 o Led architecture design, implementation, testing, and deployment, driving organizational success.
o Implemented enterprise security strategy, safeguarding network and hardware assets. o Managed IT department operational budget, optimizing resource allocation. o Analyzed network security and infrastructure, proactively addressing vulnerabilities. Sr. Helpdesk Analyst
Homefield Financial, Irving, TX May 2006 - Jul 2007 o Provided Tier 2 IT support, assisting non-technical users effectively. o Managed support interactions using ticketing systems, ensuring efficient tracking. o Trained users in hardware and software use, promoting self-sufficiency. o Documented support interactions, facilitating future reference. Exchange Server Support Engineer
Microsoft (Contract), Irving, TX Mar 2004 - Apr 2006 o Provided end-to-end support for Windows servers and Exchange environments, ensuring system stability and smooth operations.
o Implemented effective technical solutions to address customer issues promptly, resulting in increased satisfaction.
o Recommended software and hardware modifications to optimize performance, reduce lag time, and enhance overall speed.
o Collaborated closely with clients to identify root causes of computer problems, fostering clear communication.
o Documented technical issues and solutions, maintaining accurate logs for future reference.
o Leveraged remote connections to install programs and applications on clients’ computers.
o Proactively resolved network congestion issues and bottlenecks, improving system performance.
o Escalated and resolved complex issues with knowledgeable support and a commitment to quality service.
Anthony Mondrey
Lewisville, TX 214*564*1586
********@*****.***
www.linkedin.com/in/anthony-mondrey-40372122
4
Education:
New Horizons Computer Learning Center
o 6438 Implementing and Administering Windows SharePoint Services 3.0 in Windows 5061 Implementing Microsoft Office 2007 SharePoint Server SMU School of Engineering:
• Microsoft Certified Professional: Managing and maintaining a Microsoft Windows Server 2003
• CompTIA A + Certified
• CompTIA Network + Certified
• Productivity Point International: MS Exchange 5.5 Concepts and Administration
• Software Academy: Mac Systems 7.5: Introduction and OS/2: Introduction
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