Open to opportunities

Sebastián User

@sebastinuser1

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Level 3 Microsoft Support Engineer specializing in Microsoft 365, Azure, Intune, and identity/EMS.

Costa Rica

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What I'm looking for

I’m looking for a Level 3 Microsoft 365/Azure support role where I can own complex incidents end-to-end, improve identity/Intune outcomes with PowerShell automation, and collaborate across Tier teams to strengthen SLAs and security posture.

I’m a Level 3 Microsoft Support Engineer with 6+ years of enterprise IT experience, serving as the final escalation point for complex incidents across Microsoft 365, Azure, and Enterprise Mobility + Security environments. I bring deep hands-on expertise in Exchange Online, Microsoft Teams, SharePoint, Intune (MDM/MAM), Windows Autopilot, Microsoft Defender, Conditional Access, and Entra ID, with strong troubleshooting for identity and authentication (SSO/SAML/OAuth).

I thrive in 24x7 production support, owning advanced M365 and Azure issues end-to-end and producing structured RCA documentation for major incidents. I use PowerShell automation and ITIL-aligned incident/change management, leverage Splunk/Datadog/Dynatrace for root-cause analysis, and collaborate closely with Tier 1/2 engineers and Microsoft vendor support to implement permanent fixes.

Experience

Work history, roles, and key accomplishments

Microsoft Support Engineer

Penumbra Inc.

Mar 2025 - Jun 2025 (3 months)

Served as the senior escalation point for complex Microsoft 365 and Azure incidents, resolving networking (LAN/VPN/DNS) and authentication issues (SSO/SAML/OAuth) end-to-end. Used Splunk/Datadog/Dynatrace for root-cause analysis, managed ITSM queues to SLA targets, and produced RCA documentation for major incidents.

Azure Incident Troubleshooting Exchange Online Conditional Access SAML

Azure Identity & Auth Support

TEK Experts / Microsoft

Jan 2023 - Dec 2024 (1 year 11 months)

Provided L2/L3 engineering support for enterprise Microsoft 365 and Azure EMS environments, troubleshooting Entra ID and Conditional Access across hybrid identity scenarios. Supported Intune (MDM/MAM), Windows Autopilot, Exchange Online, Teams, OneDrive, SharePoint Online, and enforced Microsoft Defender for Endpoint policies while authoring internal runbooks and PowerShell scripts.

Azure Entra Conditional Access Intune Autopilot Exchange Online Management Hybrid Identity (Entra Connect)Microsoft Defender For Endpoint PowerShell IT Runbooks & Escalation Support

Junior IT Support Engineer

CR Fishing Charters

Nov 2020 - Dec 2022 (2 years 1 month)

Owned end-to-end IT operations for a multi-site organization, providing desktop/device support and managing Active Directory, Group Policy, and hardware asset inventory. Administered DNS/DHCP, VPN/LAN networking, email systems, Azure infrastructure monitoring, and system backups while supporting Azure infrastructure and security best practices.

Group Policy DHCP Backup azure monitor IT troubleshooting Security Best Practices Asset Inventory