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IT Support Engineer with Microsoft Teams Expertise

Genalyn Dean is an IT Support Engineer with over 7 years of experience in technical support and management, specializing in Microsoft Teams administration and incident management. She has held various roles, including Specialist at LTI Mindtree and Tier 2 Technical Support at Concentrix, demonstrating strong problem-solving and organizational skills. Genalyn holds a B.Sc. in Industrial Technology and is committed to continuous improvement in the tech landscape.

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45 views2 pages

IT Support Engineer with Microsoft Teams Expertise

Genalyn Dean is an IT Support Engineer with over 7 years of experience in technical support and management, specializing in Microsoft Teams administration and incident management. She has held various roles, including Specialist at LTI Mindtree and Tier 2 Technical Support at Concentrix, demonstrating strong problem-solving and organizational skills. Genalyn holds a B.Sc. in Industrial Technology and is committed to continuous improvement in the tech landscape.

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Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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GENALYN DEAN

IT Support Engineer
E +91-9834506535  deangenalyn@[Link] q LinkedIn/Portfolio  India

SUMMARY SKILLS
I am an IT Support Engineer with over 7 years of experience
Active Directory BMC Remedy
specializing in management layers and basic technical support. I
possess expertise in Microsoft Teams administration, incident, and
change management, and team leadership. My communication and Configuration Exchange Server
organizational skills are complemented by a strong aptitude for
problem-solving and a commitment to continuous improvement in the Fiddler ITIL Microsoft 365
ever-evolving tech landscape.

Remote Desktop Tech Savvy

EXPERIENCE
Watson
Specialist
LTI Mindtree
02/2024 - 01/1970 India PROJECTS
Specialist cloud and infra service
• Role escalation engineer for Microsoft Team application.
Microsoft 365 Concentric
• Working as Team administration. India
• Knowledge with call queue auto attendance resource account Team Microsoft 365 concentric project in India.
channel.
• Teams sign In.
• Using fiddler tools Rave tools.
Willis Towers Watson
• Knowledge with NGC logs Teams diagnostic logs. India
• Team application call flow. Project with Willis Towers Watson in India.
• Deploying exchange server.
• Mail flow. VF Corp
• Email issue (NDR email sign-in issue).
• Data base. India
Project with VF Corp in India.
Tier 2 Technical Support
Concentrix
Broad-spectrum
11/2019 - 02/2024 India India

Tier 2 Technical Support Project with Broad-spectrum in India.


• Role escalation engineer for Microsoft Team application.
• Working as Team administration.
• Knowledge with call queue auto attendance resource account Team
channel.
• Teams sign In.
• Using fiddler tools Rave tools.
• Knowledge with NGC logs Teams diagnostic logs.
• Team application call flow.

Senior Technical Support


Syntel Private Limited
11/2017 - 10/2019 India
Senior Technical Support
• Managing team.
• Handling the process as per ITIL, be it change management.
• Moving active user users for daily audits quality reports.
• Handling feedback.
• Handling quality session.

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EXPERIENCE
Technical Support
Wipro Technologies
08/2012 - 08/2017 India
Technical Support
• Receiving Requests/Incidents via Phone or email and assign it to the
Technical support team according to the issue and handle it as per
priority (P1/P4).
• Responsible for Installation, Configuration, Maintenance of Computer
installation and Applications.
• Timely and effectively communicates and providing updates while
meeting SLA.
• Provides guidance to Management over KPIs, Improvements and
reports/documentation.
• Keep a track on high ageing tickets and drive them towards closure
by discussing it on an everyday call with the respective teams.
• Assigning the type of tickets.
• Managing Users, Installations, Configuration, Change.

EDUCATION
B. Sc. (Industrial Technology)
Zamboanga City State Polytechnic College
05/2004 - Present Philippines

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