Jonathan Santos
Senior Analyst – Microsoft 365 / Intune Support
Pasig City
Summary
Microsoft 365 Support Specialist with 5 years of experience supporting enterprise collaboration platforms, including Microsoft Teams, SharePoint Online, OneDrive for Business, and Exchange Online. Experienced in L2/L3 troubleshooting, incident resolution, and resolving access and configuration issues impacting end-user productivity. Hands-on experience implementing Microsoft Intune policies for device compliance, configuration, and remediation, with exposure to identity and access scenarios in Microsoft Entra ID.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Senior Analyst, Packaged App Development
Accenture
01.2024 - Current
- Create and maintain Microsoft Intune and Microsoft 365 policies for device compliance, configuration, and remediation in enterprise environments
- Provide L2/L3 support for Microsoft Teams, SharePoint Online, OneDrive for Business, and Exchange Online, resolving access, configuration, and collaboration issues
- Analyze and troubleshoot incidents by reviewing service configurations, user settings, and policy behavior to restore productivity
- Collaborate with internal teams to escalate complex issues, support junior analysts, and ensure stable service delivery and user satisfaction
Systems Administrator
Emma – The Sleep Company
01.2023 - 01.2024
- Supported Microsoft 365 services and endpoint environments to ensure reliable day-to-day business operations
- Managed incidents and service requests in alignment with established IT service standards
- Coordinated IT service delivery to meet business requirements and service expectations
- Executed IT changes following change management protocols to minimize risk and disruption
- Managed asset provisioning and access setup for employee onboarding and offboarding
- Provided hands-on troubleshooting for hardware, software, and collaboration platform issues
Cloud Operations Associate, Microsoft 365
Accenture
01.2021 - 01.2023
- Provided operational support for Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, and OneDrive
- Supported administrators and end users in large-scale enterprise collaboration environments
- Resolved technical and customer service issues related to access, configuration, and service availability
- Recognized consistently as a Top Ambassador from December 2021 through 2023 for service quality and performance
Education
Bachelor of Science - Computer Engineering
Bulacan State University
2019
Skills
Microsoft 365 (Teams, SharePoint Online, OneDrive for Business, Exchange Online)
Intune Policy Management (Compliance, Configuration, Remediation)
Endpoint and Device Management
Azure Active Directory (Entra ID)
Certification
Microsoft 365 Certified: Fundamentals (MS-900)
Timeline
Senior Analyst, Packaged App Development
Accenture
01.2024 - Current
Systems Administrator
Emma – The Sleep Company
01.2023 - 01.2024
Cloud Operations Associate, Microsoft 365
Accenture
01.2021 - 01.2023
Bachelor of Science - Computer Engineering
Bulacan State University