John Eron Oliveros
Mandaluyong
Summary
I am currently a part of a team that focus on providing service to Microsoft M365/O365 customers. I have leadership experience, as well as the technical acumen to drive issues to resolution. I am very passionate, hungry about Cloud technology and I do possess the technical background which enables me to deliver excellent work.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Senior Operations Specialist
Aeven Philippine Inc
06.2023 - Current
- Work for Office Online (M365) service team in Aevens' Digital Workplace department. Focusing on managing Exchange services, both on-premises and online for global customers.
- Consultancy and project implementation of Exchange Servers, Online, and Hybrid configurations
- Support colleagues with complex cases and handling service requests, changes, or problems.
M365 Engineer
Datacom
08.2022 - 06.2023
- Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
- Coordinated cross-functional efforts to successfully implement new technologies into existing systems.
- Reduced project completion time with efficient resource allocation and effective communication strategies.
Senior Escalation Team Lead
rhipe
08.2020 - Current
- I manage high performing technical focused team who delivers a timely resolution to MSFT 365 customer issues
- I work in close partnership with the Senior Leadership team to address knowledge gaps and drive innovation through lean processes, labs creation, and the application of automation to ensure high- quality throughput & performance of the entire escalations team
- Identify training needs, develop a plan to ensure escalation team is abreast and equip with relevant skill and knowledge to support.
Escalations Team Lead
rhipe
03.2020 - 08.2020
- I am responsible for leading a team of SME to ensure high quality escalation, support and mentorship are provided for the program's Level 1 support engineer
- I am accountable for managing the performance, behavior at work, and professional career development of the team.
Senior Support Ambassador II
rhipe
10.2017 - 03.2020
- Act as primary technical contact and internal consultant to deliver custom solutions for customers including issues escalated to the highest level of management
- Provides Microsoft O365 (SharePoint Online, Teams, Security and Compliance, Exchange Online) support to small to medium business size customers
- Develop labs, create training modules to improve processes and to reduce technical skills gaps.
Support Ambassador
rhipe
06.2017 - 10.2017
- I provide front-line end-user and administrator support for Microsoft 365 customers
- First point of contact by responding to customer requests on time via phone, email and remote support tool, provides resolutions within predefined SLA timeframes.
Collaboration Specialist
Accenture Inc
05.2015 - 06.2017
- Performs proactive and reactive management on customer servers in a shared service environment
- Assumes ownership of cases with different severity and works alongside with vendor to resolve incidents (Mimecast, Symantec Cloud for messaging issues, EMC/NetApp/Dell for HDD and Hardware failure).
Rapid Response Engineer
Accenture Inc.
09.2014 - 05.2015
- Responds to alerts and performs break/fix support of problems with customer servers
- Manages and resolves Severity 3 and Severity 4 cases as assigned and/or created thru the alert monitoring system.
Migration Engineer
Accenture Inc.
07.2013 - 02.2014
- Performs migration tasks from GroupWise messaging system to Microsoft Exchange 2010.
Skills
People Management
Critical Thinking
Troubleshooting
Empathy
Teamwork and Collaboration
Azure PIM
Azure Identity Protection
Conditional Access
Identity management (External and Hybrid)
AAD Connect management - Synchronization
Hybrid Environment - Exchange Online and Exchange On-premises
Hybrid Mailflow
Remote migration
Retention Labels and Retention Policy
Data Loss Prevention
eDiscovery
Certification
MS-500: Microsoft 365 Security Administration Associate
Projects
2020 - Developed live Hybrid Exchange 2013 environment.
2024 - Current project, upgrade and migration of Exchange 2013 to Exchange 2019.
2024 - Completed project, assisted in cross-tenant migration.
Timeline
Senior Operations Specialist
Aeven Philippine Inc
06.2023 - Current
M365 Engineer
Datacom
08.2022 - 06.2023
Senior Escalation Team Lead
rhipe
08.2020 - Current
Escalations Team Lead
rhipe
03.2020 - 08.2020
Senior Support Ambassador II
rhipe
10.2017 - 03.2020
Support Ambassador
rhipe
06.2017 - 10.2017
Collaboration Specialist
Accenture Inc
05.2015 - 06.2017
Rapid Response Engineer
Accenture Inc.
09.2014 - 05.2015
Migration Engineer
Accenture Inc.
07.2013 - 02.2014