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Stephen Davis

@stephendavis1

Microsoft 365 Support Specialist at Mural Consulting who resolved complex support cases and helped improve customer satisfaction.

United States

Message

At Mural Consulting, I provided remote Microsoft 365 support and guided customer administrators and users through account access, MFA, permissions, Exchange Online, Teams, SharePoint Online, and OneDrive issues. I managed service requests and documented investigations through resolution.

On the Microsoft Teams Rooms support team, I continued hands-on troubleshooting after becoming one of two Team Leads. I owned escalated cases and helped drive seven consecutive months of improvement in average customer satisfaction and case age.

Earlier at Mural Consulting, I supported Microsoft 365 customers beginning in 2012 and advanced from Technical Support / Onboarding Agent to leadership roles. I coached teams, helped improve customer satisfaction performance, and built support workflows and documentation.

Experience

Work history, roles, and key accomplishments

Microsoft 365 Support Specialist

Mural Consulting

Aug 2024 - Jun 2025 (10 months)

Provided remote technical support for Microsoft 365, troubleshooting account access, authentication, MFA, permissions, and service configuration issues. Managed service-request queues and maintained case documentation.

Microsoft 365 Exchange Online Teams SharePoint Online One Drive Outlook DNS MFA Remote Support Case Management

Microsoft Teams Room Device Support Engineer

Mural Consulting

Jul 2023 - Aug 2024 (1 year 1 month)

Delivered advanced remote support for Microsoft Teams Rooms on Windows and Android, resolving sign-in, licensing, configuration, and meeting-join issues. Promoted to Team Lead and coached team members.

Microsoft Teams Rooms Windows Android Exchange Calendar Integration Troubleshooting Team Leadership

Microsoft 365 Technical Support Agent

Mural Consulting

Feb 2019 - Jul 2023 (4 years 5 months)

Resolved complex Microsoft 365 cases involving account access, authentication, MFA, and permissions. Served as escalation point and supervised 12-20 agents, improving team performance.

Microsoft 365 Exchange Online Teams SharePoint Online One Drive Outlook MFA Escalation Management Team Leadership

Senior Recruiter

Sterling-Freeman

Aug 2018 - Nov 2018 (3 months)

Recruited candidates for technical and business roles, leveraging sourcing and interviewing skills.

Recruitment Sourcing Interviewing

Program Director

Mural Consulting

Aug 2016 - Feb 2018 (1 year 6 months)

Led remote technical-support and customer-service programs, managing team leads and support agents while improving service quality and documentation across 20+ partner programs.

Program Management Team Leadership Process Improvement Documentation

Director, Program Management Office

Mural Consulting

Feb 2015 - Aug 2016 (1 year 6 months)

Built and led the PMO, standardizing issue-management workflows and project processes. Partnered with Development and Platform teams to prepare support teams for new programs.

Project Management Process Improvement Cross Functional Collaboration Documentation

Technical Support / Onboarding Team Lead

Mural Consulting

May 2012 - Feb 2015 (2 years 9 months)

Managed and coached 10-15 agents providing remote technical support and onboarding, maintaining Net Promoter Scores of 80. Designed issue-tracking workflows and standardized documentation.

Team Leadership Technical Support Onboarding Process Improvement Documentation

Technical Support / Onboarding Agent

Mural Consulting

Jul 2011 - Apr 2012 (9 months)

Provided remote technical support and onboarding for small and midsize business customers, configuring and troubleshooting Office 365, Outlook, Exchange, and Windows issues.

Office 365 Outlook Exchange POP IMAP Windows DNS Remote Support Onboarding