SUMMARY:

• IT professional with over 10 years of experience. MCP, MCSA. MCITP and MCTS certified.
• Over 3 years of experienced working in O365 end user support (bilingual Spanish and English).
• Experienced administering O365, Active Directory, MS Exchange and Compliance.
• Experienced in providing user account administration and network security on Windows and Mac OS.
• Proficient developing hardware, software, servers and network components to ensure optimum system performance
• Proven history of providing expert technical advice, guidance and recommendation to management for critical IT issue such as cost effectiveness, data consolidation, physical relocation of the system, and end user access.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Escalate Support Engineer

Responsibilities:

• Managing eDiscovery cases as: identify, hold, search, and export content found in Exchange mailboxes and SharePoint sites.
• Auditing reports, Data Loss Prevention (Creating DLP polices that help to protect sensitive information and prevent its inadvertent disclosure).
• Managing and secure mobile devices that connect to Office 365 organization.
• Managing the lifecycle of email and documents by keeping the content using retention and deletion polices.
• Content search (Search mailboxes, SharePoint Online sites, and OneDrive for Business locations in Office 365 organizations).
• Troubleshooting Outlook connectivity (Share Calendar, archive emails, manage rules and alerts).
• Documenting and reporting all service interruptions to email users.
• Recover and restore mailboxes. Export and Import PST files.
• Managing archive mailboxes (enable, disable and move user’s mailboxes).
• Knowledge on Windows PowerShell command.

Confidential, Jersey City, NJ

Desktop Administrator

Responsibilities:

• Participating in migrating users to the new server from EX2010 to O365.
• Troubleshooting using PowerShell and scheduling tasks.
• Responsible for Office 365 installation (Office and Skype for Business) and end user set up accounts and mailboxes.
• Responsible for verifying client’s purchased licenses being properly used.
• Providing assistance to clients with set up and installation on PC, MAC and mobile devices.
• Participating in Enterprise Backup and Disaster Recovery implementation.
• Train users on how to use Office 365 (Office, OneDrive and Skype) after the transition.
• Verifying that information entered in AD is correct and the user is not in the wrong OU (organizational units).
• Managing archive mailboxes (enable, disable and move user’s mailboxes)
• Recover and restore mailboxes. Export and Import PST files.
• Mailbox delegation permission modification based on request.
• Creating an e - mail distribution list and set a mailbox quote.
• Troubleshooting Outlook client connectivity.
• Installing and configuring windows 2008 and 2012 on virtual environment, performing patches and updates (Hyper-V).
• Administering and troubleshooting servers (Windows and OS X), files storage server, print server, DNS and domain controllers; creating server backup (DPM).
• Monitoring of DHCP Scopes, change and deletion of DHCP scope entries and management of IP Reservations.
• Monitoring of DNS Resolution and maintenance of DNS Zones.
• Performing Security Health Check of Windows servers and other compliance related activities.
• Share folder creation and permission (NTFS) on file server using Distributed File System (DFS).
• Performing regular system backup and ensured computer systems are safe from illegal instructions, viruses, data theft, fraud, and other form tampering.
• Managing and auditing User Accounts on Windows and MAC OS (Creation, Deletion, Permissions, Profiles and VPN Access).
• Developing and managing organizational units in Active Directory (AD) and user’s security with group policies.
• Providing third level help desk support for problems relating to Active Directory.
• Creating VBS script to share specific share folder.
• Direct and Manage voice and data communication infrastructure. Oversee operations of telecommunication system and product testing/service delivery and manage contract negotiations for the college. Evaluate and determine implementation of hardware/software applications and interface with key vendors to ensure quality service delivery to College staff.
• Maintaining Cisco Call Manager v11, Cisco Unity Voice Mail, Barracuda firewall and Span Filter. Supporting, deploying and configuring for multiple Cisco VoIP Phone and ATA device (Phone Button Template, Soft key Template).
• Mobile Device Management including purchasing, configuring, managing, retiring and troubleshooting (Surface, Android and Apple mobile device.
• Identifying and preparing hardware for safe disposal, including secured and stripped .
• Operating, monitoring, and maintaining hardware and software for a computing platform (LAN) (Windows and IOs).
• Develop strong working relationships with vendors in order to obtain favorable pricing and efficient support.
• Planning, coordinating, and managing the daily schedule for technical support team assigned.
• Providing leadership, guidance, training, and workflow coordination for technical staff on new installation and enhancement projects; serves as mentor to less experienced technical employees for the purpose of actively working to create a Division of Information Services based on best practices to effectively accomplish the division’s strategic goals and objectives.
• Providing on-site support to College and staff and other network and computing responsibilities and serves as a resource on the level three help desk as needed for the purpose of providing exceptional customer service that exceeds their expectations.
• Supporting and troubleshooting windows 7, 8.1, 10 and Mac OS 10.11, 10.10 and 10.9
• Supporting Windows and Mac OS printer server and Proficient Symantec endpoint tool removal.
• Creating images and application packages (Java, Adobe flash, Silverlight, Chrome) on SCCM 2007, Symantec Ghost, DELL KACE, JAMF Casper Suite (Casper Admin, Casper Composer and Casper Remote) and Apple remote desktop.
• Preparing site installation and test reports. Configuring computers, communications devices and peripheral equipment. Training site personnel in proper use of hardware/software on MAC OS and Windows OS (Self Service Mobile setting).

Confidential, Jersey City, NJ

Sr. PC Technician

Responsibilities:

• Providing installation, configuration and troubleshooting for all automated data systems . Maintaining and managed the Microsoft Exchange Server on users’ mailboxes, Active Directory on Security Groups, User profiles and group policy, and system databases to include data security, data integrity, and disaster recovery in accord with established system access guidelines.
• Maintaining, configuring, and installing hardware (hard drives, memory, video cards, power supplies, processor motherboards) and software update on servers and workstations on Windows and MAC OS.
• Working with technicians from various engineering disciplines to troubleshoot complex system-level issues.
• Performing regular system backup and ensured computer systems are safe from illegal instructions, viruses, data theft, fraud, and other form tampering by the following security policy.
• Providing high-level telephone, face-to-face, online support, and training to computer systems users across all campus locations. VPN support and manage.
• Preparing functional requirements and specifications for hardware/software acquisitions. Monitoring system performance, gathering data, and preparing management reports.