Building Secure, Scalable Enterprise Workplaces
Remote · International Opportunities Considered
8+ Yrs Enterprise M365 · Endpoint · Identity
César Chacón Contreras
Experience
2021 — 2025
Senior M365 & Endpoint Engineer — L3
Enterprise Environment · Hybrid · 1,500+ users · 3,000+ devices
2018 — 2021
M365 Systems Engineer — L2/L3
Enterprise IT Services · Hybrid AD · Multi-geo Exchange & Teams
2016 — 2018
IT Systems Administrator
Corporate On-Premises · Windows Server · AD · O365 Migration
Education
Bachelor’s Degree in Computer Engineering
Universidad de Las Palmas de Gran Canaria
2012 — 2016
Languages
Spanish
Native
Portuguese
Native
English
C1
Italian
B1
Operational Scale
0
Managed Users
0
Enrolled Devices
0
SLA Compliance
0
Weekly Incidents
Senior Enterprise Engineer · L3
César Chacón Contreras
Senior Microsoft 365 & Endpoint Engineer — Enterprise Identity & Device Management
Over 8 years engineering and operating large-scale Microsoft 365 environments for enterprise organizations. Deep ownership of Intune, Entra ID, and hybrid infrastructure serving 1,500+ users and 3,000+ managed endpoints — with consistent SLA delivery above 98%.
0
Years Enterprise IT
0
Managed Devices
0
SLA Maintained
Professional Experience
Career History
3 positions · 8+ years
L3 Technical Support Engineer — DocuWare | Ricoh Customers
Enterprise MSP · Multi-Customer Portfolio · Ricoh Spain
- Managed and resolved L3 endpoint and cloud incidents for a portfolio of 10 enterprise customers (1,500+ users, 3,000+ managed devices), including VIP accounts such as Mercedes-Benz Iberia and Mercedes-Benz UK, with strong focus on Microsoft Intune / Endpoint Manager and Azure AD (Entra ID).
- Owned the end-to-end incident lifecycle across ServiceNow and Remedy, consistently meeting SLA targets (>98% compliance) in high-volume enterprise environments.
- Coordinated 100–150+ incidents per week during escalation cycles, ensuring prioritization, resolution and escalation across production environments.
- Led advanced troubleshooting of device enrollment, compliance policies, application deployments and AD/Azure AD synchronization issues within complex hybrid infrastructures.
- Provided advanced technical support involving SQL Server, Active Directory, Azure AD synchronization and Microsoft Intune migrations.
- Supported DocuWare Cloud and On-Premise environments, ensuring endpoint integrations, security policies and workflow continuity for enterprise customers.
- Collaborated with the Architecture team supporting JSON-based workflow execution, including manual triggering of jobs, schedule adjustments and root cause analysis of failed executions in production environments.
- Led client migrations to Exchange Online, Azure AD and Microsoft Intune, including user synchronization, device enrollment, Conditional Access configuration and application packaging/deployment.
- Produced SLA, compliance and operational reports for management using Excel and Power BI, supporting service review meetings and data-driven decision-making.
Incident & Sales Coordinator — B2C | Samsung Iberia
Samsung Electronics Iberia · B2C Operations · International Teams
- Coordinated B2C special campaigns, managing multi-task operational projects across cross-functional and international teams.
- Oversaw PromoCaixa programs, delivering weekly performance and KPI reports covering sales, orders and profitability for stakeholders in the UK and Manila.
- Developed advanced dashboards using Excel and SAP, supporting price control, promotions and campaign tracking.
- Supported incident resolution and secure operations, including VPN setup and maintenance, ensuring business continuity during active campaigns.
- Ensured smooth execution of campaigns and operational processes, contributing to improved efficiency and customer satisfaction across international markets.
L1/L2 Customer Support Technician
Atos SE · Enterprise IT Services · Gran Canaria, Spain
- Provided L1–L2 support in enterprise environments, handling incident intake via calls at L1 and managing escalated tickets at L2 through ServiceNow, ensuring SLA compliance.
- Owned incidents end-to-end, from first customer contact through resolution or escalation, ensuring accurate documentation and communication.
- Managed Azure AD / Active Directory user lifecycle and administered Microsoft 365 environments, including Exchange Online, Teams, security and troubleshooting.
- Executed user and device migrations using Microsoft Intune / Endpoint Manager, including Conditional Access and MFA configuration.
- Supported enterprise environments and business-critical applications, maintaining service quality across production systems.
- Acted as backup Team Lead, supporting ticket prioritization, workload coordination and mentoring of junior team members.
Technical Stack
Tools & Technologies
01Identity & Access
02Endpoint & Device
03M365 Platform
04Automation & Scripting