Luis - Microsoft 365 IAM and Intune Support

Demonstrated experience with Active Directory.

Demonstrated experience with Entra ID.

Demonstrated experience with Microsoft 365.

Demonstrated experience with Intune.

Demonstrated experience with CRM.

Provided assistance in configuring and maintaining Microsoft Entra ID (formerly Azure AD) user accounts, groups, licenses.. Audited Conditional Access policies to enforce zero-trust security layers (e.g., restricting access based on device compliance, location, or risk level).. Implemented MFA, passwordless authentication (Windows Hello for Business, FIDO2 keys), and self-service password reset (SSPR).. Assisted in managing directory synchronization between on-premises Active Directory and Microsoft Entra ID using Entra Connect or Cloud Sync.. Oversaw device enrollment for multiple platforms, including Windows Autopilot, Apple Automated Device Enrollment (ADE), and Android Enterprise.. Deployed device configuration policies to standardize settings, Wi-Fi profiles, certificates.. Enforced device compliance criteria (e.g., requiring BitLocker encryption, minimum OS versions, or anti-malware status) and linking them to Conditional Access.. Deployed corporate applications (Win32, Store apps, LOB apps, and Edge/Office suites) via Intune.. Implemented App Protection Policies to safeguard corporate data within apps (like Outlook and OneDrive) on personal/unmanaged devices (BYOD) without enrolling the entire device.

Review transactions and customer information with a focus on understanding customer identities while respecting diversity.. Make customer-centric decisions to protect customers with minimal friction.. Identify and prevent fraudulent activities, such as account takeovers, friendly fraud, theft, and similar risks.. Take prompt action based on observed patterns and trends, providing timely and accurate resolutions to meet customer and market needs.. Set ambitious goals and prioritize continuous improvement for personal development and process enhancement.. Detect suspicious activities and unusual patterns, including AML issues and reports from colleagues.. Communicate effectively with respect, empathy, and care.

Troubleshot technical issues, including hardware, software, and networking problems for customers.. Followed the appropriate escalation process to resolve these issues, which may include making follow-up calls to customers or other parties.. Acted as a resource for other support personnel and ensure that services provided meet contractual Key Performance Indicators (KPIs).. Greeted customers professionally, listened to their needs and concerns, and worked on building rapport with the customer.. Participated in activities aimed at improving customer satisfaction and business performance and maintained accurate records of incoming calls and case notes in a CRM software.

Troubleshot issues in library workstation.. Implemented, configured, managed Active Directory User Accounts.. Managed Group Policies within Active Directory.. Connected workstations to a CISCO switch by running UTP cables, mounting cables in raceways, punching cables into the patch panel, installing RJ-45 jacks, connecting patch cords, configuring NICs.. Automated backup process of sensitive data from server as well as from workstations.