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