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Professional Development

Houston, TX · 7.1 years experience

Open to opportunities

Summary

An experienced Technical Support Engineer with 3+ years managing enterprise [redacted] Dynamics 365 and Power Platform production environments. Skilled in resolving complex platform incidents involving authentication, environment administration, solution deployment, and capacity management across global enterprise customers. Proven expertise in root cause analysis, SLA management, and coordinating resolution across technical teams for business-critical issues.

Experience areas

Dynamics 365 & Power Platform SupportCurrentCloud Identity & Authentication TroubleshootingCurrentEnterprise Incident Triage & Root Cause AnalysisCurrentSolution & Environment Lifecycle ManagementCurrentDataverse Administration & Capacity ManagementCurrentInfrastructure Monitoring & Performance AnalysisIT Support & Technical Documentation

Work experience

Employer names withheld for privacy

  1. Technical Support Engineer, Dynamics 365 CRM

    • Restored production access for a critical authentication incident affecting over 1,000 users by isolating identity-layer failures and coordinating remediation within four hours
    • Diagnosed and resolved platform issues through plugin trace analysis, async operation review, and workflow validation, resolving the majority of mid and low-severity incidents without escalation
    • Investigated solution deployment failures across UAT and production environments by identifying dependency conflicts and configuration mismatches
    • Analyzed Dataverse storage consumption patterns and recommended cleanup strategies to help customers prevent capacity threshold escalation

  2. IT Enterprise Monitoring Analyst

    • Monitored production infrastructure health and service availability across enterprise transaction-processing environments
    • Investigated infrastructure alerts across multiple enterprise monitoring platforms and escalated production-impacting incidents to engineering teams
    • Produced operational health reports used by technical leadership for incident prioritization and service-impact assessment
    • Supported monitoring onboarding for Windows, Linux, and AIX systems to improve infrastructure observability

  3. IT Support Officer

    • Delivered Level 2 technical support for hardware, software, and connectivity issues across business users
    • Diagnosed and resolved desktop and application incidents to minimize user downtime and maintain operational continuity
    • Created technical support documentation that improved issue resolution consistency and team onboarding
    • Managed concurrent support requests while meeting response-time expectations and service quality standards

Skills

Dynamics 365 CEDataversePower Platform Admin CenterPower AutomateSolution Lifecycle ManagementPlugin Trace LogsAsync OperationsWorkflow DiagnosticsRoot Cause AnalysisIncident TriageAuthentication TroubleshootingAzure AD AuthenticationSecurity RolesAccess ControlDynatraceSolarWindsManageEngine Applications ManagerInfrastructure MonitoringSLA ManagementEscalation OwnershipCustomer CommunicationProduction Incident Resolution
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