Jessy Larsen Cloud & Infrastructure Support Engineer

P3 Technical Support Engineer – SharePoint Online / OneDrive (GCCH / DoD)

LTIMindtree

Sep 2025 - Current (8 months)

Provided advanced technical support for SharePoint Online and OneDrive for Business in GCC High (GCCH) and DoD tenants, ensuring compliance with FedRAMP High, DoD SRG, and IL4/IL5 requirements. Troubleshot complex access denied, unauthorized operation, and permission inheritance issues across SharePoint sites, document libraries, and files in highly restricted government environments. Investigated sharing and collaboration issues including external sharing restrictions, site-level vs tenant-level policy conflicts, and domain allow/block list configurations specific to GCCH. Analyzed and validated user access and file activity using Microsoft Purview Audit Logs, SharePoint Admin Center, and Unified Audit Log searches in government tenants. D

P3 - Technical Support Customer Engineer (Power BI GCC Cloud)

LTIMindtree

Feb 2025 - Aug 2025 (7 months)

Resolved high-complexity Power BI service and desktop issues in GCC/GCCH/DoD tenants, reducing customer downtime for mission-critical reporting environments. Diagnosed and remediated dataset refresh and gateway failures, improving refresh reliability for customers relying on hybrid and on-premises data sources. Supported hundreds of Power BI data source and web connector scenarios, restoring report functionality by resolving authentication, schema, and connectivity issues. Designed and maintained Power BI dashboards and reports, enabling customers to securely visualize and analyze regulated data. Improved customer satisfaction and trust by owning cases end-to-end and providing clear, technically accurate guidance. Reduced repeat incidents b

P3 Cloud and Infrastructure Support Engineer

LTIMindtree

Mar 2023 - Feb 2025 (2 years)

Proactively engaged Professional and Premier customers to understand Azure workloads and priorities, providing ongoing guidance, health checks, and technical support. Owned and drove project-level and escalated Azure issues end-to-end, ensuring timely resolution and readiness for critical customer milestones. Led critical incident response for Azure services impacting mission-critical workloads in a 24x7x365 global support environment, delivering clear and timely customer communication. Troubleshot complex Azure laas and identity scenarios, including compute, storage, networking, high availability, and hybrid identity integrations. Diagnosed and resolved identity and authentication issues across Azure AD, SSPR, SSO, MFA, Conditional Access,

Technical Support Customer Engineer (Power BI Commercial)

Mindtree

Aug 2020 - Feb 2023 (2 years 7 months)

Delivered advanced technical support and consulting for Power BI commercial customers, including Premier and Professional Support accounts, in English and Spanish. Resolved 90% of customer issues on first contact by diagnosing and troubleshooting Power BI service and Power BI Desktop issues, including publishing, refresh, connectivity, and performance problems. Collaborated closely with Power BI development and engineering teams to identify root causes, mitigate service outages, and implement preventative solutions, reducing customer downtime by 20%. Designed and delivered technical training sessions, documentation, and presentations, increasing team technical proficiency and overall service quality by 30%. Led and mentored Spanish- and Por

Technical Support & Account Specialist

Blueprint Technologies

Mar 2018 - Aug 2020 (2 years 6 months)

Spanish to English translation and customization of large amount texts and projects that fit the need of the client. Tier 3-Providing high quality client-driven support. Collaborating with game developer clients to maintain product and service base of products/services offered to the user base. Analyzed customer data to identify recurring problems to provide optimal solutions.

T3 Senior Customer Service Specialist / Implementation / Quality Control Ambassador

Booking.com

Jan 2017 - Mar 2018 (1 year 3 months)

Liaised between guests and partners to resolve issues such as additional travel advice, modifications, cancellations among others via phone and email. Provided accurate, valid, and complete information to customers by using the right tools, methods, and processes. Ensured a high level of customer service and a positive guest experience. Researched, adapted and presented information about new releases and navigators from the company. Innovated the program to provide a better-quality customer skill on the phone and emails to establish a better rapport with the client.

Jessy Larsen

About

Detail

Timeline

Résumé