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DAIANNE COELHO

@daiannecoelho

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Experienced Microsoft 365 support engineer delivering reliable enterprise collaboration and identity solutions.

United States

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What I'm looking for

I seek a technical support or sysadmin role in an innovative, collaborative company where I can solve complex Microsoft 365 and identity challenges and continue professional growth.

I am a dynamic, results-driven IT professional with extensive experience supporting Microsoft 365, Microsoft Teams, and identity solutions for enterprise customers. I consistently deliver positive outcomes through strong analytical skills, attention to detail, and a commitment to deadlines.

In my current role at Microsoft I provide Tier 3 support for Microsoft Teams and manage critical incidents for S500 enterprise clients, troubleshooting complex collaboration, identity, and compliance scenarios across hybrid and cloud environments. I coordinate with TAC, OEMs, and cross-functional teams to resolve persistent failures and improve service health.

Previously I supported Office 365 workloads and identity systems in fully remote roles, troubleshooting Exchange Online, SharePoint, OneDrive, and Azure AD/Azure AD Connect, and administering environments using PowerShell. I have a background in telecommunications and frontline technical support, giving me strong customer-service instincts and the ability to explain technical issues clearly to non-technical users.

I hold Microsoft certifications (Azure AI Fundamentals; Security, Compliance, and Identity Fundamentals; Microsoft 365 Fundamentals) and have contributed to projects such as Microsoft Intune translation reviews and internal knowledge bases. I am motivated to grow within an innovative IT environment and to continue improving both my technical and language skills.

Experience

Work history, roles, and key accomplishments

Current

Tech Support Engineer

Current

Microsoft

Feb 2021 - Present (4 years 10 months)

Provide Tier 3 technical support for Microsoft Teams and Microsoft 365 workloads, resolving complex collaboration, identity, and device issues for S500 enterprise customers and managing SEV A incidents with cross-functional escalation.

Microsoft Teams Incident Management PowerShell Hybrid Identity

Microsoft 365 Support Engineer

IWorkGlobal

Apr 2020 - Feb 2021 (10 months)

Delivered remote Microsoft 365 support to customers and administrators, troubleshooting Exchange Online, Teams, OneDrive and SharePoint issues and performing administration tasks using PowerShell.

Exchange Online Office 365 PowerShell SharePoint Email Troubleshooting AD Connect Customer Support

Customer Service

Dragon Pharma

Nov 2019 - Apr 2020 (5 months)

Handled customer service via chat, email and web forms addressing delivery, product, registration and order issues while providing personalized feedback and support.

Customer Support Email Support Live Chat CRM Communication Documentation

Technical Support

Teleperformance

Jun 2019 - Nov 2019 (5 months)

Provided technical support for Office 365 enterprise accounts, handling case management via internal tools and resolving issues across Exchange, Teams, SharePoint and identity synchronization.

Office 365 Exchange Teams SharePoint PowerShell Ticketing Systems Customer Service

Telecommunications Technician

Feb 2007 - May 2016 (9 years 3 months)

Managed quality indicators and implementation projects for network deployments, led process standardization for remote backup and coordinated cross-team activities to improve deployment assertiveness.

Network Deployment Process Improvement Project Management Quality Control Technical Documentation

Help Desk Technician

Contax

May 2005 - Feb 2007 (1 year 9 months)

Provided telephone-based technical support for ADSL broadband customers, performing remote diagnostics and corrective actions using management systems and support tools.

Help Desk ADSL Troubleshooting Customer Service Ticketing Systems

Computer Systems Analyst

Calma Informática

Jan 2005 - May 2005 (4 months)

Supported users and networks with in-person and remote assistance, troubleshooting hardware and software issues across Windows and Office environments to ensure daily operations.

Desktop Support Network Support Troubleshooting Customer Service Onsite Support