Patricia Cuizon
@patriciacuizon
I’m a senior Microsoft 365 technical support specialist, trusted for fast first-contact resolution and end-to-end case ownership.
CanadaWhat I'm looking for
I’m a Technical Support Specialist with 18 years of experience supporting global users and business clients across Microsoft 365, Windows, and enterprise IT. I’m known for rapid first-contact resolution, clear communication, and taking full ownership of complex cases until they’re resolved.
In my most recent role as a Microsoft 365 Business Technical Advisor at Sherweb, I provided Tier 1 support via phone, email, and chat. I diagnose and resolve issues for Office 365, Exchange, Teams, and SharePoint, and guide clients through service configurations, including Teams Phone.
I bring deep M365 administration expertise—setting up Microsoft 365 tenants, adding and verifying domains, creating users and mailboxes, assigning licenses, and configuring DNS records. I also perform email migrations (G Suite, IMAP, PST) and improve deliverability with email authentication (SPF, DKIM, DMARC), while maintaining strong SLA performance and high CSAT.
I also have a strong foundation in ITIL incident workflows and high-volume ticketing operations. I manage incidents end-to-end, document resolutions in Rave and DFM, and support users remotely with tools like Quick Assist, while using platforms such as ServiceNow, Remedy, and Salesforce.
Experience
Work history, roles, and key accomplishments
M365 Business Technical Advisor
Sherweb
Apr 2021 - Aug 2025 (4 years 4 months)
Provided Tier 1 support to Microsoft 365 Business clients, diagnosing and resolving first-line issues across Exchange, Teams, and SharePoint while meeting SLAs and maintaining high customer satisfaction. Set up Microsoft 365 tenants, completed email migrations (G Suite/IMAP/PST), and implemented SPF/DKIM/DMARC to improve email authentication and deliverability.
Technical Helpdesk Specialist
NCS Pte. Ltd.
Jul 2014 - Sep 2019 (5 years 2 months)
Delivered L1 support to Singapore Government employees for Windows endpoints and standard applications, troubleshooting and resolving high-volume incidents at first contact. Owned incidents end-to-end using ITIL incident management and created accurate tickets/workflows in Remedy and ServiceNow, also onboarding and coaching new team members.
Senior Contact Centre Representative
Arvato Digital Services Pte. Ltd.
Oct 2009 - Jul 2014 (4 years 9 months)
Supported Autodesk customers globally with product licensing, registration, and activation, delivering timely and empathetic resolutions across large volumes of email, chat, and phone cases. Assisted with queue management and case assignment in Salesforce and helped train newly hired employees.
Customer Service Executive
Aegis PeopleSupport Inc.
Apr 2007 - Jul 2009 (2 years 3 months)
Provided phone-based banking support to U.S. customers by executing transactions, performing account research, and resolving issues according to policy and compliance. Communicated procedure and policy updates clearly and supported onboarding and development of new trainees.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
Bachelor of Business Administration, Management
2007 -
Bachelor of Business Administration degree with a major in Management from Polytechnic University of the Philippines in 2007.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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