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Exchange Online O365 Escalation Engineer Resume

SUMMARY

  • Skilled professional providing IT Expertise for over 20 years.
  • Extensive knowledge in Microsoft Exchange 2003/2007/2010 and 2013.
  • Capable of designing and implementing Exchange servers with DAG and CAS Array.
  • Experienced with clustering for Exchange server (CCR/LCR/SCR).
  • Experienced with load balancing technologies and configuring for Exchange.
  • Setup and architecture for Unified messaging, designing mail flow and meeting the requirements for external connectivity like OWA, Activesync and Outlook anywhere.
  • Deployment and troubleshooting Lync 2010 setup of enterprises.
  • In depth knowledge of designing of Lync 2010 and OCS 2007 R2.
  • Experience deploying unified communications tools and applications.
  • Experience troubleshooting Lync with the use of Snooper and Wireshark.
  • Familiar with PowerShell scripting and process automation.
  • Capable of Office 365 Hybrid setup with Exchange 2010.
  • Experience setting up DirSync and ADFS services.
  • Experience administrating Office 365 environments and troubleshooting synchronization issues.
  • Familiar with designing and implementation of Hybrid environment.
  • Experience building VM’S using Hyper V, VMWARE, Windows 2008 and 2012 Servers.
  • Proven knowledge in Active Directory and DNS configuration and administration.
  • Experience managing the Active directory for 2008 and 2012.
  • Strong knowledge of TCP/IP, network practices and concepts.
  • Troubleshooting and resolving any issues that come up for Active Directory, Exchange and Windows.
  • Design, test and deployment of network and security solutions for medium to large scale networks.
  • Knowledge of Information Security practices and technologies including firewalls.

TECHNICAL SKILLS

Operating Systems: Microsoft Windows 7/8 and Windows Server 2003, 2008/R2, 2012/R2

Services: Active Directory, DHCP, DNS, TCP/IP v4 and v6, WSUS, Group Policy, WAIK, MDT 2010

Software: Microsoft (MS) Word 2007/2010, MS Excel, MS Power Point, MS Project, MS Visio, MS SQL, Adobe Acrobat, Remedy IT, MS Exchange 2003/2007/2010 and 2013, Lync 2010/2013, Office 365, Visual Studio 6.0, Symantec Ghost 12, Norton Antivirus Corporate, Norton EndPoint Security, SQL Server, VERITAS Backup Exec 12.5, TrendMicro Officescan 10.5 Server, Remedy Ticketing System, Cisco Virtual Private Networks (VPN), SCCM 2007, Cisco VoIP phone systems, VMWare ESXi, ProLaw, DameWare, TeamViewer, PDQ Deploy and Oracle. PowerShell, ProofPoint

Hardware: Compaq Proliant, DL and ML series Servers; Deskpro, EN, EP, Workstation desktops; LTE, Armada series Laptops, HP Pavilion Desktops and LC Series Servers, Dell Latitude Laptops and Dimension Desktops, IBM ThinkPad Laptops and Aptiva Desktops, Toshiba Protégé Laptops, Apple Desktops/Laptops, Xerox, and Tektronix printers, Sonic Wall NSA 240, IronPort C150, Cisco C300V, BlackBerry/Apple Smart Phones, Tablets, HP/3Com Routers, Switches, Battery Back Up Systems, Avaya phone systems

PROFESSIONAL EXPERIENCE

Confidential

Exchange Online O365 Escalation Engineer

Responsibilities:

  • Take cases from ticket queue and reslove issues for O365 business customers
  • Troubleshoot and resolve issues with Hybrid Exchange configurations
  • Troubleshoot and resolve issues with EXO (Exchange Online) issues and configurations
  • Experience with Microsoft Exchange Online Protection (EOP)
  • Experience with E - Discovery and Litigation Hold mailboxes

UCMS Exchange/Lync Support Administrator

Confidential

Responsibilities:

  • Manage and support Lync 2013 environment adding and modifying users.
  • Manage and support Exchange 2010 environment adding new user, shared, room and equipment mailboxes
  • Modify user Exchange properties such as adding/changing SMTP email address entries
  • Manage Exchange 2010 Public Folders for users in adding folder or calendar entries
  • Create and modify Exchange Distribution lists in Exchange Management Console and Exchange PowerShell
  • Create and manage email DL’s in Mailman console for Distribution lists that need a combination of internal and external users.
  • Provide Tier 1 Oncall off hours support for Exchange and Lync Servers
  • Created daily monitoring script for providing Echange and Lync environnemental Heath statuts
  • Integrating Lync 2013 and UM for Exchange 2010
  • Troubleshoot and support any issues arising on Exchange, Lync
  • Assisted in developing KB (Knowledge Base) articles for common issues/procedures to provide to the Service Desk
  • Assisted in creation/finalization of the Leidos/ Confidential Lync 2013 run book
  • Manage user requests and incidents in the Service Now (SNOW) ticketing system
  • Create and manage FTP user accounts Serv-U management console
  • Assisted Tier 3 email engineers in various projects
  • Perform maintenance and Windows security patching on all Exchange and Lync servers
  • Manage users, anti-spam rules, exception lists and adding/blocking domain email in ProofPoint
  • Manage users and configure Lync Enterprise Voice

Senior Exchange Engineer

Confidential

Responsibilities:

  • Managed Active Directory objects and replication settings.
  • Designed and implemented Exchange 2010 environment.
  • Planned the Migration from Exchange 2007 to Exchange 2010.
  • Decommissioned the old Exchange 2007 servers.
  • Troubleshot DAG issues, Mail flow and OWA connectivity issues.
  • Troubleshot issues related to OAB, Client connectivity and Mailbox databases.
  • Troubleshot the DAG replication and DAG Networks issues.
  • Created throttling policies on the exchange server.
  • Responsible for management of Public folders.
  • Created the scripts for move mailbox and also auto increase the mailbox size.
  • Enabled UM with Lync 2010. Configured the Dial plans and auto attendant.
  • Implemented Archive mailbox, MRM, throttling and Transport rules.
  • Management of certificates in the environment using our own internal CA.
  • Implemented a Smarthost for the outgoing e-mails and Ironport for incoming e-mails to be filtered.
  • Setup a Hybrid environment with Exchange 2010 and Office 365.
  • Designed and deployed ADFS and Dirsync and open the required firewall ports.
  • Migrate existing Exchange 2010 environment to Office 365 for 600+ users.
  • Ready existing Exchange 2010 environment by applying patches and security updates to all servers.
  • Perform exchange backup and also do the restore for mailbox as per the request.
  • Troubleshoot and give root cause analysis for any issue arising on the exchange server.
  • Manage and support Lync 2010 environment.
  • Integrating Lync 2010 and UM for Exchange 2010.

Exchange Engineer

Confidential

Responsibilities:

  • Worked on migration of 2007 Exchange server to Exchange 2010.
  • Configured co-existence between 2007 and 2010.
  • Decommissioned the old 2007 servers after the migration was completed.
  • Troubleshoot and support any issues arising on Active Directory, DNS and Exchange.
  • Created DAG and CAS array in the environment by using the F5 load balancer.
  • Created scripts to automate tasks like creation of mailbox, MRM policies, UM mailbox and environment health check.
  • Delegated permissions to shared mailboxes and distribution lists as needed.
  • Migrated existing Exchange 2010 environment to Office 365 for 500+ users.
  • Configured the mail flow for the Hybrid setup and also configuration of the Microsoft Online Portal in Office 365.
  • Addressed issues with user connectivity, server resources and network resources.
  • Setup Outlook Anywhere for the environment and perform databases maintenance.
  • Implemented anti-spam on the HUB servers for protecting the env from Spam attack.
  • Performed diagnostics of Arrays, Transport Hubs, Mailbox Servers, CAS Servers, Domain Controllers and more.
  • Implemented the Outlook client rules via Group Policy.
  • Managed and migrated OCS2007 to Lync 2010.
  • Led the deployment for Lync 2010 by defining the required roles in the topology and completing the installation.
  • Used F5 load balancer for reverse proxy in Lync 2010.
  • Implemented SQL Mirroring for Lync 2010. Also enabled Archiving and Monitoring.
  • Created POC environment for Lync 2010 implementation
  • Created documentation for production rollout of Lync 2010
  • Trained local IT staff on independently implementing Lync 2010

Exchange Engineer

Confidential

Responsibilities:

  • Ensured proper assignment and configuration of operations master roles for Active Directory.
  • Designed and completed the migration of Exchange 2007 to 2010.
  • Setup co-existence for exchange 2007 and 2010.
  • Setup DAG and CAS array and also setup OWA and activesync.
  • Performed Exchange backups and perform exchange restore.
  • Setup activesync, OWA and Outlook anywhere for external users on the network
  • Performed routine preventative maintenance and evaluate the system for capacity planning on a regular basis.
  • Responsible for addition and deletion of DHCP Scope and Lease.
  • Created a Forest trust for sharing files between 2 domains.
  • Performed a Failover test every Quarter for the environment.
  • Managed the DHCP and create new Scopes and Lease as per the requirement.
  • Configured remote PowerShell for management of exchange.
  • Performed maintenance and patching of all the windows servers.
  • Troubleshot connectivity issues with mailboxes and Outlook.
  • Troubleshot OAB and ActiveSync issues.
  • Implemented DAG in DAC mode.
  • Delegated permissions to shared mailboxes and distribution lists as needed.
  • Troubleshoot Outlook connectivity issues, Offline mailbox, cached mailboxes and credential issues
  • Created powershell scripts for generating health check reports for the environment.
  • Troubleshooting issues with IIS and analyzing IIS logs.
  • Retrieved mail and folders from archive upon request from management.
  • Designed and deployed OCS 2007 Enterprise edition.
  • Assigned Edge role for external sign in.
  • Enabled Federation on OCS and also mass deployment of OCS clients using SCCM.

Messaging Support Specialist

Confidential

Responsibilities:

  • Maintained and administrated the current Exchange 2007 environment with CCR deployed.
  • Created a child domain, seize FSMO roles and also install DNS server.
  • Created a CCR and SCR on an existing 2007 exchange server.
  • Created GPOS as per business requirements.
  • Configured Veritas backup for exchange.
  • Deployed anti-spam agents and constantly monitored exchange server to avoid the backpressure.
  • Troubleshot client side issue for OWA, Outlook and active sync.
  • Performed daily routine tasks like creating mailbox, backup etc.
  • Created and QA tested Windows XP images that were built using Ghost.
  • Upgraded servers from Windows Server 2003 to 2008 R2.
  • Used VMWARE to create new virtual machines as per business requirements.
  • Perform patching on windows servers and manage cluster.
  • Worked with computer operators to help train them on resolving issues for employees.
  • Assisted in the upgrade and implementation of Office 2007 and SharePoint 2007.
  • Performed troubleshooting of supported desktop operating systems and applications.

Systems Administrator

Confidential

Responsibilities:

  • Maintained the Exchange 2003 and Windows 2003 Active Directory.
  • Performed tasks like creation of mailboxes, distribution lists, client connectivity issues, and OAB issues.
  • Troubleshot issues with Spam and Mail flow.
  • Performed databases defrag and repair when required.
  • Created the front end and backend for exchange 2003 and also created clustering for 2003.
  • Created and managed file shares.
  • Maintained and managed 80+ Windows XP Workstations and 9 Windows 2003 Servers hardware and software locally.
  • Responded to issues on 30+ Win2K Servers remotely as part of a Network Response Team.
  • Troubleshot and fixed problems with SQL 2000 jobs.
  • Managed Users and Computers through Active Directory.
  • Performed troubleshooting of supported desktop operating systems and applications.

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