Jose Mari Enano

Accumulated more than 14 years of professional experience in the field of Information Technology (IT), Cloud Computing (Azure & M365) and Technical Support.

Demonstrated professional competence, strong leadership and organizational skills, a formidable customer service skillset, and a high degree of productivity, performance quality, multi-tasking and time management capabilities, and independence while showcasing flexibility in both an individual and team setting.

Proficient in the areas of hardware technicalities, various operating systems (Win XP/Vista/Win 7, 8, 10, and 11), MS Office Suite, technical support and help desk services on multiple platforms, active directory administration, network printer installation and troubleshooting, backups, antivirus, and troubleshooting of system and network problems.

Proficient in the areas of Azure and Microsoft 365 troubleshooting (Level II or above technical support experience), M365 Administrator, Azure AD and Azure Administration, Windows Server, Exchange Online and Exchange Servers (Data Migration), SharePoint Online, PowerShell (Commands and Scripting), MS Teams, MS Teams Voice (ACS & Genesys) OneDrive for Business, Active Directory, DirSync and AD Connect setup, DNS configuration, ADFS, SSO, M365 Apps deployment, MS Office Suite (Excel, Word, Outlook, PowerPoint, etc.) MDM, Intune, and Enterprise Mobility + Security.

Microsoft 365 Tools Team Lead/Supervisor

Upwork, Philippines (Remote)

July 2020 to April 2023

• Processes and resolves tools-related concerns of internal M365 IT admin supports (800+ Users) and manages team performance of the tools specialist team
• Plans and executes the migration of new tools.
• Facilitates communications across the program regarding process and tools updates/changes and performs security checks on program processes.
• Creates training materials for the newly implemented tools in the programs, conducts role-based trainings, and performs testing on internal tools.
• Implements pilot programs for the new tools to be deployed across all Microsoft partner vendors.
• Performs data analysis with corresponding documentation and reports regarding tool issues monthly and fixes bugs and issues with regards to VDI and AVD environments
• Acts as an internal security and compliance facilitator across the program.
• Provides support and assistance on MS Teams Voice (ACS & Genesys) related concerns.

Microsoft 365 IT Administrator

Upwork, Philippines (Remote)

May 2019 – April 2023

• Assists users regarding inquiries about the surrounding knowledge of the M365 web application including registering, buying domains, downloading, installing Office, and using the M365 feature set.
• Provides technical expertise with regards to the Office 365 cloud environment management inclusive of configuration, development, research, troubleshooting, and user support.
• Provides solutions to IT tickets and formal requests using M365 troubleshooting tools and troubleshoots M365-related issues for other product packages like Exchange Online, SharePoint Online, and Azure
• Provides administration, support, and configuration regarding MS Office M365 to clients.

Application Support Specialist (Team Lead/Supervisor) November 2016 – April 2019

Accenture, Inc., Philippines

Team Leader (Supervisor)

• Managed and monitored the performance of each team member and provided adequate support and assistance targeted towards improving client-imposed metrics.
• Maintained a productive, inspired, and quality-centered team environment by incorporating an open communication culture, by identifying key areas for new training or skill checks, and by conducting regular team meetings regarding best practices and continuing expectations.
• Assisted management with regards to the hiring process and the training of new team members and developed strategies to encourage team members’ adherence to company regulations and performance goals.
• Provided quality customer service with regards to the areas of customer interaction, resolution of customer complaints, and processing of customer inquiries.

Microsoft 365 Technical Trainer

• Provided training and coaching sessions and collaborated with management to identify company training needs.
• Determined system utilization requirements by researching and testing systems.
• Maintained a quality-centric, safe, and healthy training environment by following and enforcing organization standards and legal regulations.

Microsoft Office 365 IT Administrator

• Provided support to Office 365 administrators globally regarding

Office 365 concerns.

• Provided technical expertise with regards to the Office 365 cloud environment management inclusive of configuration, development,

research, troubleshooting, and user support.

Level 2 IT Service Desk

November 2014 to September 2016

Transcosmos Information Systems Inc.

• Acted as a single point of contact for phone calls, complaint resolution, service request, and other correspondences from internal staff regarding IT issues and concerns
• Provided IT assistance and technical support with regards to desktops, servers, and Microsoft applications while possessing an extensive knowledge in active directory technicalities (create accounts, reset passwords, groups, etc.) and while practicing the ITIL process
• Provided Microsoft 365 support (migration, deployment, O365

administration, etc.) and provided in-house training pertaining to MS

Office applications used within the organization (Word, Excel, Outlook,

PowerPoint, etc.)

• Processed the application of joiners, leavers, and transfers within the organization

Technical Support Level 1

Back Office (Australian Account)

TeleTech, Philippines

February 2009 to April 2014

• Acted as a point of contact for phone calls, complaint resolution,

service request, and other correspondences regarding IT issues and concerns.

• Provided IT assistance and technical support with regards to desktops, servers, and computer applications

Bachelor of Science in Nursing

Pamantasan ng Lungsod ng Marikina

NCR, Philippines