Provide advanced technical support for Microsoft 365 and Exchange Online environments, manage high-severity incidents for enterprise clients, and coordinate escalations to engineering while maintaining SLA and stakeholder communication. Resolved high-severity Microsoft 365 and Exchange Online incidents, reducing time-to-resolution through structured troubleshooting and escalation coordination. Performed message trace and email header analysis to identify root causes and implement corrective actions that improved mail flow reliability. Administered user accounts and permissions via Microsoft admin portals, ensuring secure access and reducing account-related incidents. Monitored service health and communicated status to stakeholders, enabling faster incident containment and clearer SLA reporting. Collaborated with engineering and escalation teams to close critical incidents and drive permanent fixes, contributing to improved service availability.

Lead initial client intake and case triage for immigration-related matters, ensure accurate and confidential documentation, and coordinate timely consultations between clients and legal advisors. Streamlined client intake and case evaluation processes, improving case triage accuracy and accelerating time-to-consultation. Collected and documented sensitive client information with full confidentiality, supporting higher-quality legal consultations and reducing rework. Coordinated consultations between clients and legal advisors, improving case throughput and follow-up timeliness. Performed background reviews and assessments, enabling faster eligibility decisions and more efficient case routing.

Acted as the operational and product knowledge authority for Microsoft Xbox gaming products and support processes, supporting frontline agents with complex escalations, technical troubleshooting, performance analysis, training, and action plans to improve team KPIs. Provided technical guidance and knowledge transfer to frontline agents, helping improve troubleshooting accuracy and reduce repeat escalations. Analyzed team performance metrics and operational trends, identifying root causes and designing action plans to improve key KPIs, including quality, adherence, productivity, and customer experience. Led onboarding, coaching, and training initiatives focused on product knowledge, troubleshooting processes, and support best practices, helping improve new-hire ramp-up and first-contact resolution. Served as a key point of contact during recurring client meetings, receiving product and process updates and translating them into clear guidance, training, and actionable information for frontline support teams.

Delivered front-line customer and technical support for Microsoft Xbox and gaming services, assisting customers with account, billing, hardware, software, connectivity, and technical issues across Xbox consoles, PC gaming, and cloud gaming platforms. Diagnosed and resolved hardware, software, account, and connectivity issues affecting Xbox consoles, PC gaming services, and cloud gaming experiences. Assisted customers with troubleshooting issues related to console functionality, game and application performance, network connectivity, account access, subscriptions, payments and gaming services. Applied structured troubleshooting processes to identify the root cause of technical issues and provide accurate, effective solutions. Educated customers on troubleshooting best practices and available self-service resources, helping reduce repeat contacts and improve issue resolution. Managed detailed case documentation and followed established escalation paths, ensuring timely resolution and consistent service quality.