Edgar Garcia
- Role
- Support Escalation Engineer at Microsoft
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Edgar Garcia
OBJECTIVES About me, I´m a passionate person who likes to self-study to pursuit the…
Experience
Support Escalation Engineer
Jun 2016 — Present
resolution of highly complex, technical, and escalated support incidents related to supporting customer development and deployments on the Azure Platform. provide business critical support to Azure customers around the world through various support offerings. Responsible for the customer support experience with Microsoft • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) • Identify cases that require escalation (either technically or strategically) • Create and maintain incident management requests to product group/engineering group • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience • Provide ramp activities, knowledge sharing, technical coaching and mentoring • Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions) • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific SME (subject matter expert) Champ for Azure Disk Encryption Features.
Skills
- Network Security
- Redes Informáticas
- Landesk
- Consulting
- Seguridad De La Información
- Gestión De Proyectos
- Gestión De Servicios Ti
- Administración De Las Tecnologías De La Información
- Scom 2012
- Liderazgo De Equipos
- IT Management
- Websense
- Symantec Antivirus
- Sql
- Team Management
- Team Leadership
- Soporte Técnico
- Sistema De Nombres De Dominio
- Wireless Networking
- IT Service Management
- Networking
- Sccm 2012
- IT Infrastructure Management
- Information Security
- Blackberry Enterprise Server
- Mac
- Firewalls
- Red Hat Linux
- Databases
- Consultoría
- Technical Support
- Remote Infrastructure Management
- Bases De Datos
- Active Directory
- Forefront Endpoint Protection 2012
- Checkpoint
- Virtualización
- IT Solutions
- Symantec Endpoint Protection
- Sistemas Operativos
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