Michael Angelo A. Esteves
Contact Information:
14 – E Dela Paz Street, Felix Subdivison, Brgy. San Andres, Cainta, Rizal 1900
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Summary :
Having been in the ITO/BPO industry actively across different line of businesses for more than 6 years is challenging yet rewarding. The privileages to improve my expertise and knowledge helped me understand how critical and complicated the business works.The importance of being resilient, committed and consistent in delivering great results to clients in every day operation plays a crucial role to grow and survive. Today I am still very passionate to learn more, keeping myself relevant to the never ending changes and developement of the new technology.
Work experiences :
Office 365 Clound Engineer – Accenture ( 05/2018-07/2019)
Communicates with external customers whenever they have techinal concerns related to Microsoft Office 365 and Azure Active Directory.
Any issues not within the scope of support, ex. MS excel Functionality, we just do our “ best effort approach” then assigned the ticket to the designated resolver group.
Act as both level 1 and 2 support and when the issue is unresolved, it is being escalated to on-shore engineers for further recomendation/resolution.
Performs techical analysis, evaluation and recomendations to provide resolution
Manages and Documents tickets by using a ticketing system
Liases with Subject Matter Experts and Quality Assurance Team for the purpose of improving knowledge based articles and sharing the best practices in handling case management.
Sending “End of Day” report to immidiate managers for documentation.
Attends meetings and trainings whenever there is a process improvemnt and updates.
Proactively calling customers to encourage to use the applications on their subscription but reported in Admin Center not being utilized
Lync 2010/2013/Skype for Business Voice Engineer – Accenture ( 07/2019-present)
Monitor Lync Server via RDP and vRops monitoring tool
Provide Technical Support to our users
Solve issues with PowerShell
Automates tools using PowerShell
Enable/Disable users via Lync Control Panel
Before I started my IT career, I had worked as a Customer Service Representative and Technical Support from since 2014 to 2018.
BPO Companies:
Tech Mahindra
Sitel
Results Companies
Concentrix
Microsourcing
Sykes
Others :
Hightest Educational Attainment
Bachelor of Science in Information Technology – Technological Institute of the Philippines - Quezon City
Character Referrences
Jobi Nunez – IT Senior Analyst -
Allan Estarez – Associate Manager -
Mark Andrew Ortiz- Associate Manager -
