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Microsoft Professional Capstone: IT Support

Enrollment in this course is by invitation only

About this course

The IT Support capstone project includes a hands-on simulation, a live facilitated role-play, and an optional practice job-interview.

You will be provided with a series of challenges around core subject areas that validate and assess your understanding and mastery of key aspects associated with IT Support.

What you'll learn

  • IT Support Agent skills (process knowledge)
  • Professional skills (Interpersonal, troubleshooting, communication, and documentation skills)

Prerequisites

Microsoft Professional Program: IT Support

Meet the instructors

Robert Deupree Jr.

Robert Deupree Jr.

Senior Content Developer
Microsoft

Robert Deupree Jr. is a Senior Content Developer with the Microsoft Learning eXperiences team. After a first career as a marine biologist, Robert joined Microsoft as a biology writer for Encarta Encyclopedia and has continued creating Microsoft training content for over 20 years.

Brandon Neeb

Brandon Neeb

Content Developer
Microsoft

Brandon is a content developer who has been publishing training content at Microsoft for 16 years. He has been responsible for IT Professional audience content of Skype for Business since 2010. He has also published training content for Windows 7 and Microsoft SQL 2012. Prior to that Brandon was a certified instructor who taught Microsoft Dynamics GP curriculum to reselling partners.

Bernie Lawrence

Bernie Lawrence

CEO
Lawrence Associates LLC

Bernie Lawrence is founder and CEO of Lawrence Associates LLC. Prior to starting Lawrence Associates LLC, he served as Vice President of Consulting,

Sales and Marketing, and as a Managing Director of Business Consulting with Immedient Corporation, Microsoft’s largest privately-held solutions provider.

He has a BS in Administration & Management Science and Economics from Carnegie Mellon University and an MBA in Finance from C.W. Post University.

James Seymour

James Seymour

Principal Content Publishing Manager
Microsoft

James Seymour has a background in training and consulting with more than 20 years of IT industry experience focused primarily on infrastructure and messaging. Currently he manages the Cloud Productivity team at Microsoft Learning, which builds content about Office 365 and related products, and IT Support topics.

Tony Frink

Tony Frink

Senior Content Development Manager
Microsoft

Tony Frink is a 35 year veteran of the IT industry, with a background in ERP technologies, Microsoft Dynamics CRM, and Microsoft Office. He spent the first 18 years of his career in ERP software development and professional services management. He has spent the past 17 years with Microsoft and is currently a Senior Content Development Manager on the Cloud Productivity team at Microsoft Learning. He is responsible for developing training content about Office 365 and related products, as well as IT Support topics.

Steve Hagwood

Steve Hagwood

Learning Solutions Consultant
University of North Carolina

Hi, I'm Steve Hagwood. I hope you find this Capstone experience meaningful and wish you all the best in your pursuits! I'm an experienced Learning & Development professional who loves instructional design. I've been designing learning solutions for over twenty years, including trainings for Microsoft's technical support group, Xbox customer service, Office 365, and Azure. But whatever the subject, I have a passion for helping to foster workplace learning that includes social and informal learning experiences that result in a positive impact on both the employee and the business. I hold a B.A. from the University of North Carolina at Charlotte and was a software designer and developer before finding my career in Learning & Development.

Nelson Riera

Nelson Riera

Sr. Partner Technical Advisor
Microsoft

I discover my passion for computers 20 years ago and started a non-stop quest for knowledge. I started my journey in IT support back in 2010 as a frontline engineer, after 4 years I became a Support Escalation Engineer and since 2017 I’m a Technical Advisor. I enjoy learning every day as much as I enjoy teaching and sharing what I’ve learn, I like to face the odds with a smile on my face cause there's no greatest joy of giving all you have to give day after day. I also spend a lot of time, reading about technology so I can be updated and keep up the fast pace technology has. Remember: A Critical situation is just another way to improve yourself by helping others while enjoying it.