Mihail Morkin
Microsoft 365 Engineer Tier2 & Subject Matter Expert
Sofia
Summary
Experienced IT professional specializing in Microsoft 365 administration, technical support, and team leadership. Skilled in ServiceNow, PowerShell scripting, Entra ID, and ITSM processes, with a focus on security, compliance, and performance. Proven ability in root cause analysis, training, and driving operational efficiency through cross-functional collaboration.
Overview
2025
2025
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Microsoft 365 Engineer & Subject Matter Expert
Akkodis
2 2022 - Current
- Managed team support requests, ensuring efficient distribution, case health, and skills alignment.
- Handled complex technical issues, providing end-to-end troubleshooting and resolution.
- Utilized ServiceNow for ticket tracking, queue management, and creating virtual boards to monitor team performance.
- Conducted backlog reviews, data analysis, and escalations to maintain service quality.
- Developed action plans for critical case investigations and solutions.
- Delivered technical coaching, team onboarding, and knowledge-sharing sessions.
- Led root cause analyses and addressed high-priority escalations effectively.
- Improved customer satisfaction (CSAT/DSAT) through proactive issue management.
- Built strong client relationships through clear communication and timely project delivery.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
Global Service Desk Coach
Modis Bulgaria EOOD
8 2019 - 2 2022
- Provided technical support for agents, including PC and tool setup, and on-the-job coaching to improve first-contact resolution.
- Delivered training sessions and refreshers, created training plans, and maintained comprehensive, up-to-date knowledge resources.
- Led root cause analyses, addressed high-priority escalations, and ensured adherence to help desk policies and standards.
- Built strong team relationships and collaborated with resolving groups to enhance service delivery.
- Administered user accounts and ensured smooth service transitions by updating and improving knowledge articles.
- Mentored agents through theoretical and practical sessions, addressing technical and procedural training needs.
- Assisted during service disruptions by managing spikes in call volume and maintaining operational continuity.
- Enhanced team performance by developing and implementing effective coaching strategies.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Global Service Desk Backup Coach
Modis Bulgaria EOOD
02.2019 - 08.2019
- Provided agent coaching, technical assistance, and new hire mentoring to enhance team performance.
- Reviewed and distributed tickets, analyzed returned tickets, and prepared detailed reports to ensure quality standards.
- Delivered Level 2 ticket handling, process reviews, and critical contact support.
- Assisted with hardware/software support and resolved issues for company devices and peripherals.
- Performed coach duties as needed, collaborating with team leaders and coaches on ad-hoc tasks.
- Contributed to program improvement by sharing best practices and insights with the coaching team.
Technical Support Analyst
Modis Bulgaria EOOD
12.2016 - 07.2017
- Delivered remote assistance to resolve software and hardware issues, minimizing customer downtime.
- Ensured adherence to strict deadlines and SLAs, managing high-pressure cases effectively.
- Provided training and gained extensive experience with internal company software(ServiceNow).
- Maintained clear and effective communication with customers to enhance satisfaction and resolution rates.
- Collaborated with cross-functional teams to address and prevent recurring technical problems.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
Education
Machinery, appliances and equipment for household and industrial gas -
Mining And Geology University ''St. Ivan Rilski''
Sofia, Bulgaria 10.2011 - 07.2017
Gas, fuel and water treatment equipment and techno - Energetics
Mining And Geology University ''St. Ivan Rilski''
Sofia, Bulgaria 10.2011 - 06.2015
Skills
Microsoft 365 Administration
Entra ID (AAD)
ServiceNow Expertise
PowerShell Scripting and Automation
IT Service Management (ITSM)
Security and Compliance
Leadership and Team Coaching
Knowledge Management/Documentation
Security and Compliance (MFA, Conditional Access, DLP)
AWS SysOps Administrator Associate
Certification
AWS Certified Cloud Practicioner
Personal Information
- Date of Birth: 08/20/1992
- Gender: Male
- Nationality: Bulgarian
Timeline
AWS Certified SysOps Administrator - Associate
11-2023
AWS Certified Cloud Practicioner
02-2023
Global Service Desk Backup Coach
Modis Bulgaria EOOD
02.2019 - 08.2019
Technical Support Analyst
Modis Bulgaria EOOD
12.2016 - 07.2017
Machinery, appliances and equipment for household and industrial gas -
Mining And Geology University ''St. Ivan Rilski''
10.2011 - 07.2017
Gas, fuel and water treatment equipment and techno - Energetics
Mining And Geology University ''St. Ivan Rilski''
10.2011 - 06.2015
Microsoft 365 Engineer & Subject Matter Expert
Akkodis
2 2022 - Current
Global Service Desk Coach
Modis Bulgaria EOOD
8 2019 - 2 2022
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