Darwin Quilang
Taguig City
Summary
Detail-oriented professional with 3+ years of experience and a proven knowledge of advanced technology. Aiming to leverage my skills to successfully fill the Microsoft 365 role at your company.
Overview
11
11
years of professional experience
Work History
Tech Expert Escalation Engineer M365
Crayon Group
08.2023 - 12.2024
- Act as a Subject Matter Expert (SME) in Microsoft technologies, delivering high-impact troubleshooting and support for enterprise clients.
- Own and resolve escalated technical issues independently, utilizing advanced diagnostic tools and methodologies to support complex Microsoft environments (e.g., Azure, Office 365, Active Directory).
- Collaborate with Microsoft and other vendors on critical cases, ensuring positive outcomes and strategic alignment
- Proactively identify and resolve recurring issues, taking steps to reduce future escalations by implementing improvements and preventative measures.
- Provide high-value advisory services, partnering with clients to align technical solutions with their business objectives, driving both short- and long-term strategic outcomes.
- Support onboarding and training by documenting resolutions and technical insights, ensuring accuracy and availability
- Collaborate cross-functionally with internal teams, including account management, incident response, and service desk teams, to effectively prioritize and address client needs.
- Lead workshops and training sessions to empower M365 clients and internal teams with actionable insights and best practices in Microsoft environments.
- Champion client success, advocating for proactive optimizations and leveraging an understanding of the Microsoft technology landscape to enhance business value.
- Pursue ongoing technical development, staying current with Microsoft certifications and training to expand expertise across multiple domains within the technology stack.
CLOUD APPLICATION MICROSOFT 365 SR.ANALYST
Accenture
02.2021 - 06.2023
- To be responsible for the day-to-day delivery of 1st line and 2nd line support to the organisation and act as the first point of contact for all end-users
- Identify potential security vulnerabilities and recommend appropriate remediation actions
- Conduct regular security audits and assessments to ensure compliance with industry standards and regulatory requirements
- Update ticket desk call records with progress notes for both the end user and other team members as per company procedure
- Administration and support for Office 365, Microsoft Exchange and SharePoint online
- Ensure comprehensive documentation of procedures is maintained, and system documentation and support processes are regularly reviewed
- Develop and implement security policies, procedures, and guidelines for the M365 environment
- Monitor and assess the security posture of M365 services, including Exchange Online, SharePoint Online, OneDrive for Business, and Microsoft Teams
GSUITE ADMIN
Telus
02.2018 - 08.2018
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
IT SUPPORT SPECIALIST
RnM Technologies
01.2017 - 01.2018
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
- Perform data backups and disaster recovery operations
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
- Configure, monitor, and maintain email applications or virus protection software
- Load computer tapes and disks, and install software and printer paper or forms
- Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future
TECHNICAL SUPPORT REPRESENTATIVE
Convergys
04.2014 - 12.2014
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
Education
Associate - Information Technology Software Engineering
ASIA PACIFIC COLLEGE
10.2013
Skills
- Microsoft 365
- Security
- Management
- Security & Compliance
- Gsuite
- Powershell
- Desktop Support
- Call Center Process
- Technical Issue Analysis
- Core Microsoft Office applications
References
References available upon request.
Timeline
Tech Expert Escalation Engineer M365
Crayon Group
08.2023 - 12.2024
CLOUD APPLICATION MICROSOFT 365 SR.ANALYST
Accenture
02.2021 - 06.2023
GSUITE ADMIN
Telus
02.2018 - 08.2018
IT SUPPORT SPECIALIST
RnM Technologies
01.2017 - 01.2018
TECHNICAL SUPPORT REPRESENTATIVE
Convergys
04.2014 - 12.2014
Associate - Information Technology Software Engineering
ASIA PACIFIC COLLEGE
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