Jayvee R. Battulayan
Quezon City
Summary
Experienced Microsoft 365 specialist with a strong commitment to achieving goals. With almost a decade of dedicated work at Microsoft, I have focused on Software as a Service and Cloud Computing technology. Demonstrated ability in effectively overseeing and resolving intricate IT issues, delivering technical assistance, and improving overall operational effectiveness. Skilled at teamwork across departments, consistently providing top-notch solutions to fulfill company objectives. Prepared to bring extensive expertise and a results-oriented approach to the Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Excellent communication and analytical skills ensure seamless operations and consistent outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Microsoft 365 Specialist
TechOne Global LTD
02.2024 - Current
- Assist the Sales Team in client meetings and M365/Entra infrastructure services proposal writing.
- Produce high-quality technical proposals and implementation documentation as and when required.
- Design, plan and implement stable M365/Entra infrastructure solutions.
- Execute, manage, and lead customers through the cloud migration, onboarding, technical and support process.
- Analyze current on-prem solutions for cloud migration
- Work with essential Office365 services like Teams, Exchange, Intune, and hybrid deployments.
- Design and implement Modern Workplace solutions with Windows and Microsoft Office.
- Be in charge of client deployment and management with AutoPilot, Intune, Azure AD-join and Co-Management.
- Analyze current business practices, processes, and procedures and identify future opportunities for leveraging M365 & Modern Workplace services.
- Be the SME and advisor for the company clients to support the planning and implementation of the cloud journey and needed assessment.
- Drive cloud adoption to exist clients through agreed FastTrack goals.
- Continue to maintain all technical accreditation and ensure they are current and valid.
- Identify opportunities for continuous improvement
Premier Support Engineer I
Rhipe Philippines
07.2022 - 12.2023
- Define organization's service level objectives and goals, administer support, and see through to completion technical issues while partnering with Premier Customer and their organization's CS Account Managers to deliver and manage expectations properly
- Engage in quality interactions observing highest standard of care, communication, responsiveness with customer's organizational goal(s) being top of mind
- Act in accordance with raised ticket severity by following Premier Engineering guidelines
- In cases of Sev As, CritSits or CFLs, deliver constant communication, and urgent but quality support to mitigate 'real-world impact.'
- Adhere to standards of collaboration with Premier Engineering SMEs and various engagement channels to deliver timely and accurate solutioning critical to meet standards of Premier customers
- Participate in technical war rooms, collaborations, training, and discussions to foster continuous learning, development, and teamwork
Office 365 Support Ambassador I
Rhipe Philippines
10.2020 - 07.2022
- Provide front-line end-user and administrator support for customers, being available and 1st point of contact by responding to customer requests on time via phone, email and remote support tool modalities, providing resolutions within pre-defined SLA timeframes
- Follow call logging, efficient backlog management, escalation process & procedures and provide high-quality case documentation for all work performed on service requests
- Perform detailed problem analysis with varying degrees of complexity, asking probing questions in respectful manner to ensure understanding of customer's request for help
- Installation, configuration, and break-fix support for Office365 suite on various customer platforms including but not limited to pure cloud and hybrid environments
- Serve as product expert for Office 365 suite of applications and their capabilities whilst staying abreast of latest product reviews, updates, and roadmaps
- Collaborate with internal support groups and Microsoft internal engineering team to align on escalations and resolve complex system bugs that were reported by customers
- Participated in creating technical documents for Company records and for clients; contributed to ongoing procedure development and documentation and expanding knowledge base
- Responsible for efficiently managing relationships with customers while accurately documenting ticket activity, details, and outcomes
- Collaborate with other Ambassadors and staff at different levels (Floor Walkers, 2IC's and NEXT team etc.) to find the best fit solutions for customers
- Adhere to all organizational policies, procedures, standards, and practices (including but not limited to ISO Compliance standards, Microsoft Online Service Agreements (MOSA), contributing to maintenance of policies, procedures, work instructions, projects, and other associated initiatives, always acting in ways that uphold policy objectives, values, and company reputation
- Initiate shift to shift hand-off of open cases as needed in order to facilitate ongoing customer support within teams/shifts
- Report software bugs and customer suggestions to directly management as part of our continuous improvement model
Cloud Services Support
Datacom Philippines
02.2020 - 10.2020
- Kept and established comprehensive case files to support proper documentation and record retention
- Worked with teams of talented software engineers to define, build and maintain cloud infrastructure
- Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems
- Reviewed existing systems and made recommendations for improvements
- Diagnosed and executed resolution for Microsoft 365 service issues
Subject Matter Expert
Concentrix Philippines
10.2019 - 01.2020
- Designed and prepared technical reports, studies, and related documentation
- Monitored and tracked user progress to identify improvement opportunities
- Provide training sessions and knowledge transfer to junior team members, empowering them to handle routine Windows-related tasks effectively
- Check and manage ticket escalation to tier 2 support
- Maintained compliance with company policies, objectives, and communication goals
- Boosted team performance by developing customer service training materials and conducting service training
Tier 2 Technical Support Advisor
Concentrix Philippines
12.2018 - 10.2019
- Helped streamline repair processes and update procedures for support action consistency
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Diagnosed and troubleshot hardware, software and network issues
- Managed complex issues and escalations
- Installed, configured, and maintained computer systems Operating System
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service escalation by 15%
Technical Support Representative I
Concentrix Philippines
08.2016 - 11.2018
- Managed high levels of call flow and responded to Windows technical support needs
- Used ticketing systems to manage and process support actions and requests
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Documented support interactions for future reference
- Responded to customer inquiries and provided technical assistance over phone
- Installed and configured operating systems and applications
Education
Bachelor of Science - Information Technology, Computer Technology
Quezon City Polytechnic University
05.2016
High School Diploma -
Bagong Silangan High School
05.2009
Bagong Silangan Elementary School -
Bagong Silangan Elementary School
05.2009
Skills
- Skilled in Microsoft 365 Applications
- Exchange
- SharePoint Online Administration
- Microsoft Teams Proficiency
- Risk Assessment Expertise
- Email Management
- Cross-Platform Environment Integration
- Skilled in Microsoft Office Applications
- Skilled in Microsoft 365 Solutions
- Azure Cloud Computing
- Windows Server Administration
- Directory Services Management
- Exchange Server Configuration
- SharePoint Server
- Windows Operating Systems
- Fundamental Networking
- Network firewall
- Windows PowerShell
- Software installation
- Customer engagement
- Training and mentoring
- Troubleshooting skills
- Customer success management
- Product recommendations
- Deep expertise
Certification
- SC-900: Microsoft Security, Compliance, and Identity Fundamentals
- MS-900: Microsoft 365 Certified: Fundamentals
- MS-700: Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Applied Skills: Prepare security and compliance to support Microsoft 365 Copilot
- Microsoft Applied Skills: Implement information protection and data loss prevention by using Microsoft Purview
- Microsoft Applied Skills: Prepare security and compliance to support Microsoft 365 Copilot
- Applied Skills: Microsoft Applied Skills: Administer Active Directory Domain Services
- Cisco Networking Academy: Introduction to Cybersecurity
- Cisco Networking Academy: Networking Basics
Accomplishments
- Champion Employee of Quarter 2 - 2018
- Top Performer for the Quarter 3 - 2023
- FY25 Microsoft 365 Copilot Project Ready Participant Badge
- Copilot for Microsoft 365 Technical Champion - 2024
- Fortify your Data Security with Microsoft Purview Workshop Participant - 2024
- Deploy and Optimize Microsoft Sentinel Workshop Participant -2024
- Data Security and Governance for Copilot for M365 with Microsoft Purview Participant - 2024
- Microsoft 365 Business Value Sales Proficiency Badge - 2025
- Microsoft 365 Copilot Project Ready Participant Badge - 2025
- Secure and Govern Copilot for Microsoft 365 with Microsoft Purview— 2024
- Building and extending AI-powered copilots with Copilot Studio - 2025
References
- Christian Malavega
Service Desk at Global Excel Management
1 8195741868
malavegachristian@yahoo.com
- Shayne Dela Cruz
Team Leader at Concentrix Philippines
09179617444
mharrieshayne@yahoo.com
- Nathan Ramirez
Desktop Support Analyst at Microserve
1 7786368707
nathanielramirez04@gmail.com
Timeline
Microsoft 365 Specialist
TechOne Global LTD
02.2024 - Current
Premier Support Engineer I
Rhipe Philippines
07.2022 - 12.2023
Office 365 Support Ambassador I
Rhipe Philippines
10.2020 - 07.2022
Cloud Services Support
Datacom Philippines
02.2020 - 10.2020
Subject Matter Expert
Concentrix Philippines
10.2019 - 01.2020
Tier 2 Technical Support Advisor
Concentrix Philippines
12.2018 - 10.2019
Technical Support Representative I
Concentrix Philippines
08.2016 - 11.2018
High School Diploma -
Bagong Silangan High School
Bagong Silangan Elementary School -
Bagong Silangan Elementary School
Bachelor of Science - Information Technology, Computer Technology
Quezon City Polytechnic University
Similar Profiles
Umadevi Umadevi null
Sr. IT/Non-IT Recruiter at TechOne ITSr. IT/Non-IT Recruiter at TechOne IT
Ege AğcaEge Ağca
Venture Capital Associate at twozero Ventures - Techone VC - Logo VenturesVenture Capital Associate at twozero Ventures - Techone VC - Logo Ventures
Azzoubair ElmejjatiAzzoubair Elmejjati
Professional Chauffeur at Blacklane Global Chauffeuring, TBR Global Chauffeur, United Private Cars, Boston Limousine, Uber BlackProfessional Chauffeur at Blacklane Global Chauffeuring, TBR Global Chauffeur, United Private Cars, Boston Limousine, Uber Black
ENRIQUE LUCIO BOQUIRONENRIQUE LUCIO BOQUIRON
HVAC Technician at Arabian Fal CompanyHVAC Technician at Arabian Fal Company
Ann Michelle KuAnn Michelle Ku
ACCOUNT DIRECTOR at GEISERMACLANG MARKETING COMMUNICATIONS INCACCOUNT DIRECTOR at GEISERMACLANG MARKETING COMMUNICATIONS INC