Eduardo P

Support Security Engineer

Microsoft • Período integral

Oct 2019 - Present • 6 yrs 8 mos

Provide enterprise-level technical support and advisory for Microsoft Purview and Microsoft Entra ID across complex Microsoft 365 and Azure environments. Selected as a designated engineer for S500 Mission Critical customers in the Americas, delivering specialized support for large-scale, high-impact security and compliance scenarios. Lead troubleshooting and resolution of high-severity incidents involving Data Loss Prevention (DLP & Endpoint DLP), eDiscovery (Standard & Premium), Audit, Communication Compliance, Insider Risk Management, Information Barriers, Sensitivity Labeling, Message Encryption, and Data Lifecycle Management.

Telepresence Support Specialist

Cisco • Período integral

May 2015 - Jun 2016 • 1 yr 1 mo

Provided L2 support for Cisco TelePresence systems, including video conferencing performance and connectivity troubleshooting. Documented issues and assisted with firmware/configuration updates. Improved customer satisfaction by resolving tickets with minimal escalations. Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Technical Support Representative/Floor Supervisor

AT&T • Período integral

Oct 2010 - May 2015 • 4 yrs 7 mos

Assisted customers with mobile/billing issues via phone and chat channels. Promoted to floor supervisor, mentoring new agents and resolving escalated cases. Gained communication and customer service expertise, working in a high-volume environment. Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.