SUMMARY:

• I am a technical support specialist with expertise in many fields, including Confidential and SCCM. I would like to work for a company that will invest in me so I can invest in them.
• I am very passionate about developing others and helping grow a business and a team. I hope to spread my knowledge to others but also to continue to learn in my career. I feel that learning any new skill, software, or system will bring my career to a stronger point. My Hope is to continue my and work with a company that can use it. Specifically, and most recently Confidential products have been my area of focus, but I m not opposed to working with other software.

TECHNICAL SKILLS:

Technology and Tools: SQL O365 Active Directory Excel SCCM Customer service Soft phone skills GSUITE Apple mail Basic MAC troubleshooting Altiris PowerShell Outlook SOAP McAfee SAAS Service now, remedy, etc. ATT connect, Cisco Any Connect, Barracuda, etc. Team viewer, join.me, etc. ADFS, ADSYNC, DIRSYNC Intune, AZURE, O365 message archiving, etc.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Lead

Responsibilities:

• Manage 3 - 5 Refresh Project technicians
• Schedule Refreshes with Confidential /contract users
• Inventory management of assets (monitors and PCs) using excel and SCCM
• Imaging of new PCs using Pixie Boot, wiping of legacy assets using Gdisk
• Strong use of Confidential 2013 (excel, outlook, Word)

Confidential

O365 Concierge Ambassador

Responsibilities:

• Support of O365 cloud Products for enterprise and business clients, both domestic and international using Confidential office tools including word, excel, and one note. Also using tools like vpns, remote desktop and PowerShell (modules, and standard versions)
• Support of all cloud migrations including legacy office migrations (express), batch (staged) migrations, and local to exchange migrations while obtaining local servers as well as full migrations from local to exchange servers (hybrid)
• Support of all cloud applications including, Intune, yammer, excel, project, access, word, outlook, and HYBRID environment software including: installing and setting up configuration and installation of Azure Active Directory Connect and Sync, installing and setting up configuration Active Directory Federation Service for purpose of SingleSignOn, supporting legacy Directory SYNC, installing, troubleshooting troubleshooting and installing ADFS for hybrid purposes

Confidential

O365/Exchange Migration Specialist

Responsibilities:

• Migration and remediation of single users using batch migration, O365 admin console, Exchange admin console, and
• Staged migrations of Confidential employees
• Using Active Directory, Azure modules and Exchange management console

Confidential

Webhosting/Cloud SaaS Support, Tier 2 Tech support

Responsibilities:

• Subject Matter Expert in Message solutions/Cloud fax/Secure online backup/ MacAfee SaaS
• Troubleshooting (probing questions, account analysis, deductive and inductive reasoning while documenting tickets and cases using Remedy)
• DNS management (including adding DNS records, changing DNS records, pointing, forwarding, troubleshooting DNS changes)
• Webhosting (including application installation, changing servers from Linux to windows, adding and troubleshooting FTP, Subdomains, webmail management, DNS troubleshooting)
• Software troubleshooting (Site builder, GoMobi, WordPress, Joomla,Asigra, Cloud fax to email, etc.)
• Confidential office 365 and Exchange troubleshooting (including adding mailboxes, adding users, adding domains, installing software, changing passwords, adding licenses)
• Basic PC desktop support (remote access troubleshooting, browser troubleshooting, installing and uninstalling software, firewall troubleshooting, antiviral, etc.)
• Confidential migration /on premise mailboxes to cloud/ basic PowerShell/ exchange server, Exchange tools GUI, and online
• MacAfee troubleshooting (installing, uninstalling, firewall troubleshooting, domain blacklisting and whitelisting, settings, control panel, etc.)
• Multitasking with multiple systems (Remedy, Notepad, Avaya, Lync, Excel, Word, Outlook, Chrome, Soap, WebEx, etc.)
• Email management (including adding and removing mailboxes, email server settings, troubleshooting mobile device syncing, etc.)
• Proficient at resolving issues on one call
• Excellent at extending scope of support (answering billing questions, sales questions, procedure, etc.)

Confidential, St Louis, MO

Telephone and Internet Tier 1&2 Tech support Agent

Responsibilities:

• Troubleshooting (probing questions, account analysis, deductive and inductive reasoning, using ticket and case logging with Remedy ticketing system and Service now)
• Fax programming for distinctive ring, or dedicated fax lines/Routing issues with phone, matching switches, FQDN, LRN
• Router troubleshooting including: port forwarding in routers such as cisco, Linksys, Netgear, Dlink, for gaming as well as VPNs, Mac, password resets, channel changing, security, IP changes, etc.
• VPN troubleshooting and installing
• Trace routing/pinging/IP configuration/TCP/IP/basic internet troubleshooting
• Multitasking with multiple systems (NORTEL, AVAYA, GoToAssist, ACSR
• Meeting 4-5 metrics daily, weekly, monthly including, call quality, First Call Resolution, Average Handle Time
• Proficient at resolving issues on one call/ Excellent at extending scope of support (answering billing questions, sales questions, procedure, etc.)