SUMMARY:

• 20+ years of consistent growth and development within multiple organizations
• Outstanding dedication to customer service and client services
• Strong troubleshooting and problem solving skills
• Detail oriented multi - task individual with strong organizational skills
• Tactful team player that thrives in an energetic and growth oriented organization

PROFESSIONAL EXPERIENCE:

Confidential, Lyndhurst, NJ

Messaging Specialist

Responsibilities:

• Lead on Lotus Notes migrations across all offices and distribution plants in the US
• Upgrading all Confidential employees from Lotus Notes 8.5 to 9.0
• Mobile Device Management (MDM) Administrator for all mobile devices using Mobile Iron
• Primary IT Support escalation for all of the Technical Sales Representatives, approximately 1,000+ users
• Perform “White Glove” service to all of Confidential ’s executive class employees
• Assist other IT Support groups with troubleshooting and problem management
• Migrating from Outlook to Lotus Notes using Transend
• Responsible for Lotus Notes deletions

Confidential, Long Island, NY

Desktop Technician/Administrator

Responsibilities:

• Diagnosed and resolved software and hardware incidents, including operating systems (Windows and Mac), across a range of software applications.
• Assisted all Confidential employees with logged IT related incident
• Took ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately recorded, updated and documented requests using the IT service desk system (Service Now)
• Installed and configured new IT equipment
• Resolved incidents and upgrade different types of software and hardware
• Resolved incidents with printers, copiers and scanners
• Maintained a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Confidential, Parsippany, NJ

Exchange Administrator / Contractor

Responsibilities:

• Replacing RSS (third party tool) with native Exchange calendar
• Creating PowerPoint spreadsheet with name, alias, smtp to create CSV
• Train IT Services and high level admins
• Test conference rooms on all platforms, i.e., iPad, iPhone, iMac, Exchange 2010,O365, etc
• Attend appropriate meetings to collaborate best solution
• Train focus group

Confidential, Buffalo, NY

Exchange Administrator / Contractor

Responsibilities:

• Post production Lotus Notes to Exchange 2013 rollout triage support for Confidential onsite
• Troubleshooting MS Outlook issues
• Documentation of daily Exchange Administration tasks
• Adding documentation to SharePoint
• Creating shared mailboxes, groups and resources on Exchange 2013
• Running PowerShell Commandlets
• Work with other Exchange Engineers to modify scripts
• Creating .csv files
• Modify person documents on Lotus Notes 8.5
• Corrected CMT error messages during migration

Confidential, Hoboken, NJ

Messaging Specialist - Lotus Notes/Exchange Administrator

Responsibilities:

• Managing of TLS connections using IronPort
• Creation of shared mailboxes using PowerShell
• Responsible for mailbox moves companywide (85,000+) as part of server upgrades
• Knowledge of PowerShell commands
• Knowledge of Exchange 2003 and 2010
• Completed Lotus to Exchange Migration utilizing the Quest Migrator Tool
• Trained Groupware and Account Management teams in the migration process.
• Trained international system engineers during their time zone in migration process
• Generate weekly statistical department reports for submission to management.
• Provide 2nd and 3rd level support for client base of 60,000+ users in various domains for Confidential and affiliate companies.
• Troubleshoot mail routing, mail file corruptions, template issues for R4, R5 and ND6 clients and templates.
• Creation of mail-in databases, groups, replication of databases and ACL changes.
• Provide 24/7 support on a rotation basis for over 400 Notes/Domino servers on AS400 and Windows boxes.
• Provide Blackberry, IPhone and Android device support and troubleshooting.
• Maintain Mprofile and x500 records for Internet mail issues
• Administer and support all external email issues via IronPort.
• Responsible for troubleshooting and closing high volume CA tickets.
• Assisted with Template Rollouts alongside the Development and Infrastructure Teams.
• Mercer Liaison: Responsible for coordination and placement of forwarding for Mercer users. Work with Mercer on mail-routing issues between Mercer and Confidential .
• Kroll Liaison: Responsible for placement of forwarding for Kroll users based on a strict timeframe.
• Administered Notes to Notes connections with various subsidiaries.
• Knowledge of Server Admin Plus and Power Tools.

Confidential, Hoboken, NJ

Lotus Notes Administrator / Contractor

Responsibilities:

• Provide 2nd and 3rd level support of 85,000+ users.
• Troubleshoot mail routing, mail file corruptions, template issues for R4, R5 and ND6 clients and templates. Creation of mail-in databases, groups, replication of databases and ACL changes.
• Provide 24/7 support on a rotation basis for over 400 Notes/Domino servers on AS400 and Windows boxes.
• Administer Sametime and Quickplace servers.
• Responsible for troubleshooting and closing high volume Remedy tickets.
• Assisted with Template Rollouts alongside the Development and Infrastructure Teams.
• Mercer Liaison: Responsible for coordination and placement of forwarding for Mercer users. Work with Mercer on mail-routing issues between Mercer and Confidential .
• Kroll Liaison: Responsible for placement of forwarding for Kroll users based on a strict timeframe.
• Administered Notes to Notes connections with various subsidiaries.
• Knowledge of Server Admin Plus and Power Tools.

Confidential, Whippany, NJ

Lotus Notes Administrator / Contractor

Responsibilities:

• Worked as a contract employee.
• Responsibilities included: creating new users, deletions and certifications.
• Database support: corruption, adding keywords.
• Server support

Confidential, Phoenix, AZ

Lotus Notes ND 6.5 Trainer

Responsibilities:

• Trained client-base of 150 users. Sessions included new features within ND 6.5, calendaring, scheduling, archiving and overall use of Lotus Notes.

Confidential, Murray Hill, NJ

Lotus Notes Administrator

Responsibilities:

• Supporting a client base of over 140,000 users. Responsibilities included: certifications, deletions, client installations and mail file restores .
• Remote access support for field sales force.
• Supporting over 300 Notes/Domino servers on UNIX and NT boxes. Responsibilities included, but not limited to monitoring Notes Logs, compacting and rebooting severs as needed.
• Supporting and administering Sametime servers.
• Provided support on coexistence environment (R5 and ND6)
• Project Manager: Planned and implemented Manual Housekeeping for all regional offices located in Eindhoven, Asia, Croydon, Netherlands and the United States.
• International upgrades from Notes R4 to R5 for Lexmark: Project included client installs, onsite technical support, and training of centralized helpdesk. In addition, supported Latin American clients in Spanish.
• Migration of Philips Oral Health Care and Philips Medical from Exchange to Lotus Notes utilizing CMT (Binary Tree).
• Traveled overseas for training and migration to ND6.
• Possess an in-depth knowledge of NT, Windows 2000, Windows 95, 98, XP, Microsoft Office Suite, MS Outlook, IE 6.0, Netscape, SMS, Lotus Notes, Lotus Administrator, Lotus Notes Designer, Enterprise Administrator, Remedy, AHD, and Dameware.

Confidential, Roseland, NJ

Lotus Notes Administrator

Responsibilities:

• Responsibilities included user level administration, creating, deleting and re-certifying Notes Id’s for over 80,000 international users.
• Provided second level phone support and problem call tracking through Remedy and various Lotus Notes databases.
• Participated in companywide split of Healthcare affiliate into separate Notes domain (20,000 users affected).
• Tracked and reported server outages to national Operation and Control Center (OCC).
• Maintained and tracked daily system backups and restores through ArcServe software.
• Responsible for training Prudential’s centralized help desks.

Confidential, Edison / Newark, NJ

Technical Support Analyst

Responsibilities:

• Coordinated user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user productivity and satisfaction.
• Researched, resolved and responded to complex questions received via telephone calls, callbacks, e-mails or escalations, and provided support on electronic services, in accordance with standards.
• Acquired and maintained knowledge of relevant product offerings, support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Attended training sessions offered within the group and assisted in training workshops.
• Coordinated help desk wide special projects, which included setting up weekly training sessions to enhance the team’s technical support skills.
• Request Database liaison for the help desk
• Attendance Coordinator
• ADMF Coordinator

Confidential, Newark, NJ

Administrative Assistant

Responsibilities:

• Responsibilities included day-to-day administrative functions
• Site administration (consisted of running monthly reports, maintaining and updating network server).