SUMMARY:

• Seeking an IT position where I can utilize my technical background and my customer service experience to achieve my leadership and vision.
• Cloud Based and System Administration, Network Administration, Desktop/Laptop Support, Audio/Visual Administration, System Deployment, Asset Management.
• Responsible for installing and maintaining computer communication networks at a company or organization. Ensures networks are running smoothly and upgrades networks to provide maximum performance.
• The Network Engineer position oversees the installation, configuration and maintenance of networked information systems.

TECHNICAL SKILLS:

Office365 Administration: (Exchange Online, Skype for Business, SharePoint Online, Azure…), PowerShell, Windows 2012 and 2008 Admin, virtualization, AD, DHCP, DNS and Exchange 2010, 2007

Programming languages: PHP, JAVA, SQL, SQL PLUS, SQL LOADER, PL/SQL, HTML, Ajax, Assembler, JavaScript

DBMS: Oracle, Oracle XE, Sql server, MySQL, Access

Framework: BC4J, JSF

Tools: Confidential Office tools (Word, Excel, Outlook, MS Project….), Dreamweaver Mx, Toad, Eclipse Power AMC and Crystal Reports

Modeling languages: Merise, UML

PROFESSIONAL EXPERIENCE:

Office 365 Support Engineer

Confidential

• Onboarding, interacting and driving customers for Office 365.
• Providing expert - level customer service for client-facing complex issues.
• Support and assist customers remotely on all Office 365 products and tools.
• Assisting clients on different issues: Technical pb (Migration such as IMAP, Hybrid, Cutover…) Hybrid Exchange, ADFS, AAD, billings….
• Work as solution architect with our clients by providing the right tool and deployment methodology as per their business needs (SharePoint Online architecture, license assignment /services needed and license required).
• Skype for Business Online integrator with all services: Port Numbers, Cloud PBX and PSTN online conferencing.
• Provide Support for all Office 365 clients with different licensing and products (Enterprise E, Small Business…)

IT consulting / System and Network Administration

Confidential, Chicago, IL

• Working with Confidential Support as partner on MS server, desktop and Cloud applications (SharePoint and Office365 Administration).
• Providing technical assistance to high profile customers (remote and local end user) on different products via phone or email using multiple remote software (including international customers from all over the world during their or out of their business hours).
• Provide highest level of technical support on all IT equipment, including computer systems, MAC, Virtual and
• Physical servers (Dell, Confidential, Super Micro), tablets and mobile phones.
• Maintained and managed remote Windows Server based application server (with server administration).
• System ticket management and monitoring (create, assign and follow up with the clients)
• Maintain the highest levels of customer satisfaction
• Create Knowledge Base articles in our system to help increase customer awareness of complex Support issues and perform the time search for the same issues.
• Identifying and clearly documenting issues requiring escalation, for complex problem resolution and/or product life cycle management
• Working directly with our third party vendors/ Providers to get the issues fixed in a timely manner.
• Promote a team environment by assisting co workers whenever necessary to enhance the professional Development of everyone within the organization
• Chief IT specialist responsible for daily operation of all local and remote information systems and communications, including workstation, servers, printers, VoIP telephones, and networking equipment.
• Highly detail oriented to all facets of work, including product development, deployment, testing, troubleshooting, repair, documentation and communication with the clients.
• Handle troubleshooting and have resolved poor network reliability and performance due to network equipment and lack of documentation.
• Progressively upgrade network and have documented entire network infrastructure, resulting in improved reliability and bandwidth, reduced downtime, and increased troubleshooting efficiency.
• Developed, implemented, and currently maintain centralized onsite/offsite solution for all clients
• Train and supervise several new hires and interns on daily operations.
• Customer Service Manager : Frequent discussions regarding priorities, directions and assistance.
• Development Team Leaders/Members: Frequent discussions regarding customer problems
• Maintain the Data backup and restore for our clients.
• I met or Exceeded Monthly assigned Goal as for Call Handling and First Call Resolution.
• Windows environment: Windows Server SBS, Server 2003, 2008 and 2012 with virtualization,
• Exchange server 2007, 2010 and Cloud Exchange (Office365).
• Administration roles: Windows server 2003, 2008, 2012, Exchange Server, Office365 (Share point,
• Exchange, Lync and VoIP connection), Open-air, Work Day and Okta/ Remdy Force

Field Technical Support Engineer for Ericsson Account

Confidential Hewlett Packard

• Collaborated with other worldwide Confidential representative to ensure customer care.
• Experience in providing problem management and root cause analysis for complex applications
• Provided local IT support for Ericsson’s users and meet deadlines SLA, SLO
• Escalation management
• SDM (Service Delivery Management) backup position during my manager vacations.
• Change management and service restoration (ITIL process)
• Attain the agreed service level for all (KPIs) key performance indicators
• In charge of fixing Confidential hardware: laptops, desktop, printers maintenance
• Complete daily internal reports on all requisition orders
• In charge of the refresh process (desktops, laptops and printers)

Confidential, Atlas 

IT Solution Integrator

• Software trainer/ Integrator for time management and control access, Network installer, Database management (Oracle, SQL Server2003, SQL Server2008 express and management studio)

Confidential, Chicago, IL

Web Developer

• Oracle Database manager, Web and SQL Plus developer for France Telecom, Darty and Mobilis account, (PHP, Oracle, SQL Server, My Sql), reporting (Crystal Report)
• Definition and management of the User Acceptance Testing programmer.