Wayne Martin Jr

Overview:

Provide enterprise-level technical support for large Managed Service Providers (MSPs) and small-to-medium sized businesses, specializing in cloud backup, data protection, and service reliability across multi-tenant SaaS platforms.

Key Responsibilities & Achievements:

• Provide Tier 2 / Tier 3 technical support for enterprise SaaS platforms, specializing in cloud backup, data protection, and service reliability
• Support large Managed Service Providers (MSPs) and small-to-medium sized business clients with complex technical issues
• Troubleshoot complex, multi-tenant cloud issues across Exchange, OneDrive, SharePoint, Teams, and SaaS backup services
• Analyze large datasets and service metadata using SQL to identify backup failures, provisioning issues, and data integrity risks
• Investigate and resolve API, authentication, and permission-related failures (including impersonation, token scope, and provisioning errors)
• Diagnose production issues using log aggregation and metrics platforms to identify root causes across distributed systems
• Assist customers with data recovery, retention management, and compliance-driven deletion requests
• Serve as a technical escalation point for high-impact incidents involving data loss risk or service degradation
• Collaborate with internal engineering and operations teams to validate bugs, confirm fixes, and improve tooling
• Recognized as a Blue Diamond Technical Expert, demonstrating advanced product knowledge, troubleshooting skill, and consistency under pressure

Technologies & Tools Used:

Platform Expertise:

Exchange • OneDrive • SharePoint • Teams • SaaS Backup Services • Multi-tenant Cloud Architecture • Data Protection & Recovery