SUMMARY:

• Seeking a challenging position in a diverse environment where I can effectively utilize my skills as a self motivator and also gain new learning opportunities that will supplement my advancement while contributing to the efficiency of an organization.
• More than 20 years of support and management experience in the field of Information Technology.
• Continued success through leadership and technical expertise.
• Proven analytical skills that leads to solutions.
• Excellent customer service skills with proven effectiveness within organization.
• Quickly adapt to new environments and sustain relationships within internal group of management and peers.
• Accustomed to working in roles with wide - ranging responsibilities.

TECHNICAL COMPETENCIES:

Cloud Services: Microsoft Office 365, Google Apps for Business

Operating System: Microsoft Windows from NT to Windows Server 2012 R2

Messaging: Exchange Online, Exchange (2003, 2007, 2010, 2013) Lotus Notes client, Lotus Notes Client / Domino Servers 7.0.2, FP3

MDM solutions: Microsoft Intune, IBM MaaS360, Blackberry Enterprise Server 12,10, Boxtone, Good Technology

Security: Microsoft ForeFront, Microsoft Exchange Online Protection, Symantec MessageLabs

Migration Tools: MigrationWiz, Microsoft Transporter Suite for Lotus Domino

Monitoring: Microsoft Operation Management, BMC ProactiveNet, SolarWinds Orion, Microsoft Windows Network and Performance Monitor

Network: TCP/IP, DNS, DHCP

Office: Microsoft Office 2016 (all versions including Microsoft online,) Google Office Apps

Productivity Applications: Relativity 9.3, Concordance, Nexedia, Microsoft SharePoint Online

Help Desk Packages: BMC Remedy, Tivoli, Support Magic, Maximo, Altiris

Hardware: Printers, Laptops, Desktop, iOS and Android tablets, Microsoft Surface tablet, Blackberry, Compaq, HP and Dell servers, SonicWall Firewall, SonicWall Email Security, RSA SecureID.

Additional Applications: PGP Encryption, Symantec Backup Exec 12, Symantec Endpoint Protection, DameWare Remote Control, Apropos, SonicWALL VPN Global Client, Cisco VPN Client, LMS, AS/400, Bloomberg, Says/Advent, QuickBooks Pro 2012, Act Premium 2012.

PROFESSIONAL EXPERIENCE:

Senior Messaging/Cloud Services Engineer

Confidential, Washington, DC

Responsibilities:

• Plan, organize, and manage network operations infrastructure team.
• Following procedures as per the ITIL standards.
• Provide management and staff with weekly updates related to tasks, projects, problems, and systems configuration.
• Primary contact for vendor coordination.
• Perform evaluation and guidance relative to primary responsibility area (Exchange messaging and Blackberry Enterprise Server) and recommend short and long-term strategies.
• Create project plans, articulating project definition, assisted with technical design specifications, baselines, development, coordinate test, user acceptance and continued maintenance.
• Working side by side with engineering team on projects to implement new technologies.
• Create and update primary responsibility area documentation providing clear direction for administrative tasks.
• Troubleshooting and administration of mail routing / mail flow.
• Provide proactive technical support and problem resolution using trouble ticketing, email, and verbal communication techniques.
• Provide Microsoft server administration to include monitoring server status, troubleshooting issues with client connectivity, response time, server performance, and disaster recovery planning and testing.
• Setup and configuration of ADFS 3.0 and ADFS proxy servers.
• Configuration of Azure AD Connect.
• Administer and supported Office 365 and MS Exchange policies.
• Administer and support group policy and security baseline policies.
• Automate and executed Active Directory and Office 365 procedures utilizing Windows PowerShell.
• Coordinating with local Level2 admins for resolutions of client issues.
• Evaluate new Microsoft technologies.
• Currently configuring Microsoft EMS (Exchange Mobility Suite.)

Senior Messaging/Cloud Services Engineer

Confidential, Washington, DC

Responsibilities:

• Managed and motivated project team members for successful and on-time delivery of network solutions, enhancing customer satisfaction.
• Monitored, reviewed, and evaluated performance of network engineers.
• Cross-train team member(s) to provide administrative backup for the primary responsibility area during short or long term absences.
• Developed and implemented strategies for maintaining server infrastructure.
• Stayed current with latest hardware and software for network systems.
• Work collaboratively with other support groups launching new applications and technologies.
• Lead implementation of Verizon Wireless devices.
• Active Directory Management and Support 400+ windows servers.
• Administered and supported system backup and disaster recovery processes.
• Maintained detailed technical documentation of messaging and system architecture.
• Managed MS Exchange servers, AD applications and public folders.
• Participated in gathering and analysis of business requirements for software capabilities.
• Evaluated new Microsoft technologies.
• Primary Contact for vendor coordination.
• Managed Enterprise Black Berry Server, Fiberlink- Maas360 support.
• Ensure that system hardware, operating systems, software systems, and related procedures adhere to established baselines.
• Delivers assistance to the level 1 and level 2 help desk techs when trouble tickets are escalated to Tier 3 and Tier 4 which include hardware software break fix, in depth research to resolve issues, upgrading servers.
• Operating System upgrades.
• Administered and supported Office 365 and MS Exchange policies.

Senior Messaging/Cloud Services Engineer

Confidential, Washington, DC

Responsibilities:

• Provided technical guidance for migration, configuration and deployment of Office365 from Google Apps for 1600+ and 400+ share users and resources.
• Assisted with Email system migration from Exchange 2003 to Google Apps for Business.
• Performed Google Apps for Business administrative daily tasks.
• Automated and executed Office 365 procedures utilizing Windows PowerShell.
• Participated in managing client expectations and dealing with the client during Google Apps and Office 365 migrations.
• Lead implementation of Microsoft office 365 migration from Google Apps.
• Participated in gathering and analyzing business requirements for software capabilities.
• Resolve technical issues and monitor Office 365, Google Apps, AD and other in house specific systems.
• Administer and support Office 365 and MS Exchange policies.
• Utilize MaaS360 and BES10 for configuration of mobile messaging services.
• Manage on premise MS Exchange, Active Directory and BMC ProactiveNet monitoring systems.
• Suggested and implemented latest technologies and software solutions.
• Work closely with vendors to provided high availability of applications and implement new technologies.
• Maintain detailed technical documentation of messaging architecture.
• Analyze and resolve technical issues relating to system architecture.
• Supported data gathering for Confidential request and other investigation request.
• Administer a Microsoft Windows 2003 & 2008 R2 Directory Services Infrastructure including installing, configuring, and troubleshooting Active Directory and DNS for Active Directory
• Ongoing liaison between vendors and other support teams.
• Maintain BMC ProactiveNet network management

Blackberry Support Specialist

Confidential, Washington, DC

Responsibilities:

• Supported 1100 blackberry users and 300 Sprint/Nextel cell phone users.
• Performed help desk support, including provision new services for Blackberry devices using Blackberry Desktop Manager, and Blackberry Enterprise Server 5.02.
• Provided support, including provision new services for Air card devices (PCMCIA, USB.)
• Provided remote assistance for the Cisco VPN client and RSA SecureID authentication system.
• Provided support of Toughbook laptops, including applying software updates.
• Provisioned users on the Blackberry Enterprise Server.
• Provisioned users for RSA SecureID access.
• Performed cost analysis on monthly wireless bills to reduce unnecessary expenses.
• Created documentation for the user’s Knowledge Base.
• Maintained inventory of Blackberry, Nextel and Tough book laptops.
• Managed equipment disposal.
• Maintained daily call tracking with ticket management software Altiris.

Network Design Engineer\Manager of Information Technology Services

Confidential, Upper Marlboro, MD

Responsibilities:

• Review, analyzes, and evaluates all Information Technology System operations.
• Job duties include but not limited to: supporting, monitoring, configuring, testing, and troubleshooting hardware and software problems pertaining to LAN.
• Supporting all LAN- based applications.

Senior Network Engineer

Confidential, Largo, MD

Responsibilities:

• Migrated 450+ users from Lotus Domino environment to Microsoft Exchange 2007.
• Designed and implemented Active Directory and Global Polices.
• Manage and configured the Blackberry Enterprise Server and the Storage Area Network.
• Replaced and configured BES 4.1 for Lotus Domino users before mail migration.
• Built and configured BES 4.1 for Exchange 2007 users.
• Created Lotus Notes Email accounts and passwords
• Create Active Directory and Exchange accounts
• Daily management, troubleshooting and monitoring of 450+ Lotus Notes 7.02 mail files/users, including daily monitoring of critical server tasks, analysis & problem resolution of miscellaneous and mail routing.
• Used Domino Administrator to monitor mail clustered servers, waiting & held message counts, issue server console commands, i.e., compact, fixup, task commands.
• Use Blackberry Manager to add / activate / Delete / Purge users, Assign IT Policy, Set Activation Password, Resend Service Books; Resolve Address Book and resolve calendar synchronization issues.
• Updated Domino Servers for DST (Daylight Saving Time) issue, which was not applied in 2007; Updated Java Time Zone, Domino Web Access, Rooms & Resources database.
• Create IBM AS/400 accounts and passwords
• Responsible for weekly status reports on SharePoint ticketing system
• Liaison between contractor/ vendors providing technical assistant
• Provide support for technical/billing issues via tickets/phone
• Provide network troubleshooting support
• Install, configure, test, maintain, monitor and troubleshoot hardware
• Manage, upgrade and repair Windows XP Client Workstations and Windows 2003 Servers.
• Manage all access to users’ accounts, file, print, email servers, Blackberry services and Network applications.
• Create, manage Local policies, intranet security,
• Monitor Bandwidth, Antivirus and Internet Access
• Troubleshoot computer/network issues.
• Troubleshoot Internet and email problems for users.
• Provide assistance to Tier 1 and Tier 2 technicians with troubleshooting hardware and software issues.
• Reconfigured existing security policy with Sonic Wall VPN and Email Security appliances to assure securable and reliable system access and communication. Added a Remote Access Solution: VPN, Site to Site connectivity.
• Managed platform migration for user’s computer and maintained inventory.
• Assisted with installation and programming of VoIP telephones.
• Diagnosed and replaced defective hardware on switches and voice mail systems.
• Configured and managed Dell switches.
• Installed and configured firewalls and VPN.
• Troubleshooting laptop and desktop hardware issues.

Support Service Engineer

Confidential, Hanover, MD

Responsibilities:

• Provided first and second level telephone support for over 7000 users in a Windows XP environment.
• Supported an array of in-house web Based and PC based applications.
• Daily responsibilities included maintaining a Tivoli ticket queue, processing new hire requests, and following up on open issues existing tickets for resolutions. Participated in weekend schedule.

Operations Manager

Confidential, Upper Marlboro, MD

Responsibilities:

• Provide superior chauffeured transportation to the greater metropolitan Washington DC area.
• Manage a part time and full time drivers and a fleet of cars on a 24/7 schedule.

System Support Engineer

Confidential, Washington, DC

Responsibilities:

• Provided production support with quick response and resolving the issue in minimal time frame.
• Worked in a multi-network platform environment.
• Daily responsibilities consisted of supporting all back office operations, test and integration environment, including system backups, Windows Servers, NAS, Exchange and Mail Marshall server administration.
• Supported projects in the Test and Integration environment before applications went into production including the Seibel implementation.
• Involved in Development and Integration testing, bug fixing, acceptance testing, installation of TIBCO Portal Builder on Windows 2000. Involved with the integration between PeopleSoft, Siebel and Tibco+, setting up the JDE Enterprise Server for TIBCO.
• Provided technical administration, fine tuning, monitoring, and upgrading of the EAI environment. Deployment and Maintenance of Business process services using Tibco Administration and using scripted deployment.
• Provided hardware and software support of the development testing servers in the technical labs.
• Built servers and resolved problems with existing servers. Supported Network connectivity problems with users and printers within the building and around the world.
• Planned projects for new architecture including in house software and hardware. Work in an engineering team environment to create solutions for our remote users and earth stations sites.
• Provided On-Call 24X7 support to end-users in the out of the country satellite offices as well as in the United States.
• Provided level 2 and level 3 support for over 1000 end users and back office systems. Rotated On-Call for level three support. Lead Projects and participated with other department from provisioning to execution and completion.
• Provided technical documentation for the users, technicians and helpdesk staff as technology changed.
• Worked with different vendors to provide the latest technologies to the company to successfully carry out the daily needs for the fast past industry. Assist in inventory control database.