Franklin Zerpa

About Franklin Zerpa

Microsoft Office 365 Support Engineer, 25 years the experience.• Take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot and identify solutions to resolve customer issues.• Prepare accurate and timely documentation of customer issues ensuring proper recording and closure of all issues.(Exchange Online and Identity issues: DNS setting, Migration, Active Directory Synchronization, Pass-through Authentication, SSO/ADFS, Mail Flow, Outlook Configuration, among others. Issues with SharePoint Online, Skype for Business, Microsoft Teams, Microsoft Office Pro-Plus and others).• Troubleshoot customer’s Office 365 into the Concierge and Partners Support Area (Issues local and Cloud with: Exchange Online, Identity, SharePoint Online, Project Online, OneDrive for Business, Skype for Business, Microsoft Office Online and Pro-Plus, Billing, Microsoft Teams, Yammer and among others).• Design and Implement hybrid migration to Exchange and Skype for Business Online in complex environments. Design and implement migrations to and from Exchange Online from source Exchange environments. The Active Directory connects to the Microsoft Office 365 Portal from the different Microsoft Server.

Experience

1. Bilingual Firstnet Technically Support Expert

   Fusion CX

   Dec 2025 — Present · US

   ATT B2B Technical Support specialist all devices and systems.ATT regular account we help and make solutions. ATT B2B Account Executive, you’ll partner with clients to uncover their needs and deliver custom value-added solutions that support their business.I cover all Technical Support all products with any issues.My position help the First Responders with anything.We doing Troubleshooting with Internet AIR Business with 4 different Tools.We use 12 different Tools but the principals is Torch, Trip, Telegance, ICAM.We help migrate the FirstNet Administrator to Migrate user to ATT regular Accounts. Reset account and access.

Education

• University Simon Bolivar Baruta Venezuela

  Bachelor of Science, Computer Engineering, Technology

  1994 — 1999

• PC Professor

  CompTIA Network+ /CCNA

  2011 — 2012

• University Simon Bolivar Caracas - Venezuela

  Bachelor of Science, Bachelor of Science, Computer Engineer

  1994 — 1999

Skills

• Technical Support
• Microsoft Exchange
• Laptops
• Windows Xp
• Windows
• Lotus Notes
• Resolve Hardware and Software Computer Problems
• Computer Hardware
• Networking
• Self-Motivated, Resourceful in Generating New
• Operating Systems
• Wan
• Sharepoint
• Windows Vista
• System Administration
• Excellent Diagnostic Skills to Identify Troubleshoot
• Active Directory
• Xp
• Windows Server
• Hardware
• Troubleshooting
• Proven Record in Completing High Quality Projects on Schedule