SUMMARY

• Have over 20 years of experience in configure and deploy desktop and laptop computers and peripherals.
• Dell hardware replacement experience.
• Break/fix hardware and software support, LAN & WAN Network topologies.
• Active Directory, local and Network printer installation, Install, configure and maintain Mac OS (IMac. IPad and IPhone) Installation, configuration and management of network security products and also Internet devices such as Routers, Switches, Load Balancers, Application Proxies etc.
• Configure ghost cast serve.
• Support Office 365, Exchange 2007/10, IIS, and Active Directory, Exchange specific knowledge.
• Strong technical background, Experience with and understanding of mail transport fundamentals (POP/IMAP/SMPT).
• Very strong windows XP, windows 7 and windows 8 experience and creating system image using migration tools for windows 7, Windows 8.1. Set up O365 from scratch with configuration and deployment tools.
• Tenant configuration set up.
• Troubleshooting Office Suite, DNS, MX Records and Outlook set up in Very strong customer service skills and work ethic.
• Excellent communications skills and work excellent under pressure with calmness and composure.

PROFESSIONAL EXPERIENCE

Confidential

Technical System Admin

Responsibilities:

• O365 collaboration and Administering and configuration of different Skype solutions. Strong hands on experience in complex Confidential Exchange enterprise environment. Office 365 - troubleshooting and support.
• Experience with and understanding of mail transport fundamentals (POP/IMAP/SMPT), as well as networking fundamentals.
• Understanding of MX and SPF Records, Block Lists, SPAM, Email Filtering and Virus Protection, message tracing, mail flow. Understanding of OFFICE 365 / ProPlus.
• Must have experience in AD Administration and Azure AD Connect technology.
• Knowledge of Windows Registry, including knowledge of modifying system registry to support installed applications and document configuration changes. Basic Experience of PowerShell.
• Strong knowledge of active directory concepts and configuration, understand membership in security groups, inherited groups, OU structure, etc.
• Hands on experience on migration, consolidation and Migration projects.
• Have very good understanding of authentication process.
• Provided administration and engineering support for all messaging related projects such implementing new system or process. Configuration of exchange policies and Email routing
• Clear understanding of mail gateway configuration and concepts.
• Have full knowledge of front end/back end, OWA, RPC/HTTP and active sync configuration.

Confidential - California

Windows Administrator

Responsibilities:

• Office 365 setting up mailboxes running office 365 as exchange server sync with Active directory.
• Execute, manage and lead a set of Office 365 customers (small business 10-300 licenses) through the Onboarding process, via Email, Remote assistance, and phone.
• Proven history of demonstrated technical skills in Exchange Administration
• Assist Office 365 customers with configuration of onboarding tools and processes technology Initial setup of Office 365 (Mail Flow, Office installations, basic tasks when starting with Office 365)
• Configured, deployment, and maintained Touchscreens, barcode scanning computers, label printers, and scales.
• Solid experience troubleshooting Confidential Office 2010, Office 2013 and Office 365 (OWA).
• Responsibilities: Providing technical support to office 365 Admins that manage small to midsize business (up to 300 users).
• Setting up O365 from scratch with configuration and deployment; Troubleshooting DNS record, mailflow, outlook client, office, cloud based storage solution such as Onedrive. Consult and troubleshooting with email migration to Office 365.
• Manages the configuration of Outlook Profiles (POP3, SMTP, IMAP) for email accounts, and the incorporation of Confidential Intune.

Confidential - Phoenix, Arizona

PC Support Analyst II

Responsibilities:

• Onsite and remote technical support. Troubleshoot and resolve technical issues in a Windows environment. Support Confidential, business and third-party applications
• Participated in the testing and deployment of Windows desktop imaging using SCCM, backed up data and restored to new machine using WET (Windows Easy Transfer Wizard)
• Supported for MIM (DirSync), SharePoint On Line, Skype for Business 2016 and on premise Active Directory and Exchange
• Upgraded users from Lync to skype for business. As well as configured and maintained the skype for business voice services.
• Participated in an on-call rotation with the rest of the Support Services Team providing after hours and weekend support when needed (one week every few months)
• Assist with answering incoming calls to the Help Desk when volume requires
• Log all support requests in our ticketing system and future ticketing system for technology partner. Maintain accurate and up to date notes in all tickets
• Review open tickets daily, promptly following up on tickets that have been updated by the customer
• Provide exceptional customer service in every interaction.
• Ensure that initial response, ongoing communication and resolution times are within established SLAs
• Maintain professional demeanor at all times
• Escalate issues or concerns to Confidential management when appropriate Installation, maintenance and support of desktops, laptops, servers, networking gear and printers. Support Windows 7, Windows 8 and windows 10. Manages and supports Office 365 and Support of Contact Center Technology.

Confidential

Office 365 / Windows Systems Administrator

Responsibilities:

• Drive interaction with small customers (300 licenses and below) to maintain customer satisfaction during the FastTrack deployment phase. Responsible for delivering the customer Onboarding Experience for Office 365. Interact with internal partners, Enterprise services and support teams, the field sales organizations and Office 365 business groups in support of customer needs.
• Assist Office 365 customers with configuration of onboarding tools and processes technology via phone or email.
• Develop, foster and maintain effective customer relationships while driving positive customer satisfaction feedback
• Supported the current Exchange 2007/2010/2013/2016 Office 365 hybrid environment.
• Experience with and understanding of mail transport fundamentals (POP/IMAP/SMPT)
• Exchange specific knowledge of networking fundamentals.
• Includes, but not limited to knowledge of DNS, Message Trace Tools, MX and SPF Records, Block Lists, SPAM, Email Filtering and Virus Protection.
• Supported Confidential product patches.
• Analyze, develop and communicate key Onboarding process and technology improvements for Office 365 Onboarding for the deployment cycle.
• Develop foster and maintain effective working relationships with engineering, marketing, Enterprise Services\Support and field sales and partner teams to deliver key business metrics

Confidential, Phoenix, Arizona

PC/LAN Analyst II

Responsibilities:

• Provide customer support, troubleshooting, problem resolution, and follow-up.
• Responsibilities include, but not limited to second level troubleshooting for computer, phone, network, hardware, and software problems. Experienced in configuring Office 365, Exchange 2008, Systems Center SCOM/SCCM and Lync 2013.
• Excellent customer skills, great phone skills, high level of energy, and ability to learn quickly. Knowledge of MS Office Products and good computer literacy.
• Applied Confidential and Adobe product patches, enterprise wide operating systems and applications, both security and non-security patches
• Cleaned-up the existing R/M policies, environment.
• Troubleshoot software, applications, services and network issues including DNS, SMTP, LDAP, AD and NIS
• Excellent customer skills, great phone skills, high level of energy, and ability to learn quickly.
• Install, integrate and configure customer solutions at the customer's site per established guidelines. Make any necessary repairs related to defects in products or shipping damage before completing the product install for windows 8.1.
• Implement planned installation activities based on project scoping, detail instructions from project team and/or factory install manuals. Working knowledge of connectivity type tools. Such as wireless, Cisco Anyconnect, CPN, Citrix.
• Install and configured timekeeping pipe system for adult and juvenile correction facilities.
• Project level support in up-lifting our Windows 2003 environment and the data center migration
• Install operating systems, firmware updates, software patches and software updates to achieve optimum product functionality.
• Configure system software based on input from account team and/or customer. Follow established operational procedures to deliver a high level of customer satisfaction based on established standards. Ensure predictive diagnostics are loaded, configured and tested on all appropriate hardware.

Confidential, Phoenix, Arizona

PC/LAN Analyst II

Responsibilities:

• Configured and deployment of Blackberry handheld devices. Delivering hands-on, in-person technical solutions to support business operations for financial services customers. Resetting exchange and AD passwords and setting up users.
• Remote setup and support of PC hardware and software solutions including proficient use of remote access tools and methods. Windows 7 technology conversion/migration projects. Configured and maintained Confidential Office 365.
• Networking practices and infrastructure, including routers, switches and firewalls; working knowledge of basic networking principles, concepts, and technologies.
• Upgrade, Migration of MS SQL Server 2000 to MS SQL Server 2005 using suitable approach.
• Work with WANDA and PAC2000 workflow management systems. Configure and deploying the WFDC Windows 7 platform. Providing technical guidance and mentoring to less experienced team members.
• Work with Cosmic imaging tools and processes and network asset and data management tools, including LAN Central and TreeSize. Work with Web Jetadmin and Markvision Enterprise printer asset management tools. Troubleshoot PC hardware, application, software, services and network issues including DNS, SMTP, LDAP, AD and NIS.
• Configure and deploy desktop and laptop computers and peripherals; proficient with PC hard drive imaging tools and methods. Working with malware, encryption software,
• Scheduled Confidential and Adobe product patches, enterprise wide operating systems and applications, both security and non-security patches.
• Installed, configure, and managing network printing assets including MFP devices. Work with Active Directory including configuration and management of user profiles, machine objects, security groups, and group policy objects.
• Collaborated with other team members in pursuit of shared goals. Work with data security issues and solutions, including hard drive encryption, data preservation and recovery, and virus detection and remediation tools and methods.
• Excellent oral communication skills, including ability to explain complex IT concepts and practices in non-technical terms.
• Excellent customer service and communication skills delivering technical solutions in a high-touch, fast paced environment. Excellent in time management, negotiating and prioritize tasks effectively to meet business needs.

Confidential, Arizona

PC Technician II

Responsibilities:

• Deployed, Managed and maintain Symantec ghost imaging system for Windows machines. Break/fix support, data transfer, Migrating PC to widows 7.
• Troubleshoot software, applications, services and network issues including DNS, SMTP, LDAP, AD and NIS
• Experienced with Active Directory User and Computer administration. Password resets, Domain membership changes, User profile migrations, Network printer installation. Experienced with imaging and troubleshooting machines.
• Responsible for the installation, repair and preventative maintenance of personal computer and related systems. Performs all installations, upgrades and backups of software and hardware applications.
• Troubleshoot software and hardware failures and identifies network problems when they relate to PCs. Install and maintain network switches and hubs.
• Skilled in diagnoses and correcting software, hardware and basic network problems in a timely and professional manner. Upgrades and replaces computer processors, sound cards, video card, NIC cards, and hard drives.

Confidential, Phoenix, Arizona

Desktop Support Specialist

Responsibilities:

• Receives telephone calls from users having problems using computer software, hardware or inquiring how to use specific
• Software. Assists users via remote connection for the purpose of troubleshooting and/or resolving workstation issues.
• Manage and maintain Symantec ghost imaging system for Windows machines. Break/fix support, data transfer, pc refresh.
• Experienced with Active Directory User and Computer administration. Password resets, Domain membership changes, User profile migrations, Network printer installation. Experienced with imaging and troubleshooting machines.
• Responsible for the installation, repair and preventative maintenance of personal computer and related systems.
• Troubleshoots software and hardware failures and identifies network problems when they relate to PCs.
• Upgrades and replaces computer processors, sound cards, video card, NIC cards, and hard drives. Dell hardware experience.
• Install and tests desktop products, mid-range systems, basic operating system software, network operating systems (Windows XP, Windows Vista, Windows 7 and Mac OS) and associated peripherals such as modems, printers, scanners and CD/ floppy drives.
• Strong attention to detail, excellent ability to multi-task and prioritize appropriately, excellent customer service and communication skills.

Confidential, Oklahoma City, Oklahoma

Technology Support Analyst II

Responsibilities:

• Responsible for the setup/installation/support of Windows 2000/XP Professional in an enterprise or workgroup environment and remotely supported desktop technology.
• Proficient in the setup/installation/support of Confidential Office applications
• Proficient in various Software and hardware failure analysis
• Knowledge of VPN technologies, (Both hardware and software)
• Maintain and secure sensitive/confidential information. Develop procedures and policies that define acceptable and effective use of the desktop environment.
• Proficient in all aspects of network infrastructure, LAN, WAN, TCP/IP, DNS, SMTP setup, troubleshooting and implementation. Performed software install pushes using remote access tools.

Confidential, Phoenix, Arizona

A+ Field Service Technician

Responsibilities:

• Knowledge of troubleshooting, diagnostic techniques, procedures, equipment, and tools used in electronics and computer repair. Basic troubleshooting on IBM/Dell desktop products
• Knowledge of IBM/Dell PC/Laptop hardware repair and provided support to IBM clients for PC hardware and software.
• Repair software configuration problems and diagnosed malfunctioning hardware.
• Repair IBM/Dell hardware and software configuration problems.
• Assistance with problem source identification and problem resolution at the customers desktop.
• Upon completion, log the resolution and close the call. Assure compliance with Vendors and Service Level Agreements developed with the Business Units.