PROFESSIONAL EXPERIENCE

Confidential

Office 365 Support Engineer (Concierge Ambassador)

• Drove interaction with small customers (300 licenses and below) to maintain customer satisfaction during the FastTrack deployment phase.
• Solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge)
• Experienced in Microsoft Exchange Server 2007/2010/2013 , Windows client, Windows Server, Active Directory, and Mobile device technologies.
• Execute, manage and lead a set of Office 365 customers (small business 10 - 300 licenses) through the Onboarding process, via chat or phone.
• Proven history of demonstrated technical skills in Exchange Administration
• Supported Office 365 customers with configuration of onboarding tools and processes technology
• Analyze, develop and communicate key Onboarding process and technology improvements for Office 365 Onboarding for the deployment cycle
• Possess the knowledge and personal conviction to articulate why the cloud and Office 365 in particular is a transformational industry change.
• Strong technical leadership, relationship building to create, reinforce, motivate and guide customers in Exchange Administration and applications inside O365 suite.
• Knowledge of Office 365 technical architecture.
• Knowledge of Exchange 2007- technical architecture
• Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
• Proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations; to lead projects and to motivate others.
• Understanding of O365 capabilities, migration process, challenges facing O365.

Confidential - Boca Raton, FL

Team Manager

• Supervised 23 employees and 1 Subject Matter Expert
• Conducted daily team and individual coaching for disciplinary, company policy and moral reasons
• Participates in Daily Supervisor Meetings (DSM) with all account management and executives to discuss account expectations and matrix, client requirements and any new changes
• Trained several classes on topics like “The Effortless Experience” and “CAA Alerts”
• Participated in company provided leadership training such as TOPS and Coaching 2.0

Confidential - Boca Raton, FL

Microsoft Online Services Technical Support Engineer

• Migration Deployment
• Exchange Online Configuration
• Domain Verification and Setup
• Customer Production Education and Service
• Documented Detailed Step by Step of Troubleshoot Procedures
• Successfully resolved and closed over 500 incidents

Confidential, Hallandale Beach, FL

Business Owner

• Marketing
• Webmaster
• Domain Personalization
• IT Support
• Freelance IT
• Computer repair and upgrade

Confidential- Hollywood, FL

Box Office Manager & Part-time Security Guard

• Customer service
• Supervised a team of 9 employees
• Ordered supplies and maintained inventory
• Promoted to Assistant Manager and then to Manager less than a year after being hired.
• During club hours, took on the role of a security guard

Confidential

Combat Documentation and Production Specialist (Photographer & Videographer)

• Subject Matter Expert and responsible for the first multimedia production van to be deployed on the continent of Korea with an estimated worth of $2 million.
• Managed photo lab during Korean deployment that insisted of 4 departments Graphic Design, Logistics, Maintenance Repair, Photo and Video, and 13 employees including several Korean Nationals.
• Directed and produced over 50 (successful) missions/jobs with highlights such as covering - the then - Secretary of Defense, Donald Rumsfeld troop visit, the 50th Korean Augmentation to U.S. Army (KATUSA) celebrations which was broadcasted live from the production van back to the United States and being assigned the personal photographer and videographer of the Dallas Cowboys’ cheerleaders during a holiday performance and moral visit.

AREA OF EXPERTISE

• Active Directory experience: 3-4 years.
• Active Directory Domain Services (AD DS): 3-4 years.
• Active Directory Federation Services (AD FS): 3-4 years.
• ActiveSync: 1-2 years
• AADSync: 1-2 years.
• Autodiscover: 3-4 years.
• Cloud experience: 3-4 years.
• Delve: 0-1 years.
• DNS: 5-6 years.
• DirSync: 3-4 years.
• ECPA (Exchange Client Performance Analyzer): 1-2 years.
• Excel: 5-7 years.
• Exchange 2010: 3-4 years.
• Exchange 2013: 1-2 years.
• Exchange Server side mailflow troubleshooting experience: 3-4 years.
• EOP/FOPE/Forefront: 3-4 years.
• ID FIX: 3-4 years.
• Intune: 3-4 years.
• Lync (now Skype for Business): 3-4 years.
• Mailbox connectivity troubleshooting: 3-4 years.
• Microsoft Exchange Server-based systems: 3-4 years.
• MS Office Suite 5-7 years.
• OffCAT (Office Configuration Analyzer Tool): 2-3 years.
• Office 365: 5-6 years.
• OneDrive and OneDrive for Business (ODB): 5-7 years.
• Outlook Anywhere 3-4 years.
• Outlook client: 10+ years.
• OWA: 5-6 years.
• POP3/IMAP4/SMTP-based mail systems: 3-4 years.
• SaRA (Support and Recovery Assistant): 1-2 years.
• SharePoint: 3-4 years.
• SSL certificates: 3-4 years.
• Sway: 0-1 years.
• Windows PowerShell: 3-4 years.
• Yammer: 0-1 years.

TECHNICAL SKILLS

MS Partner Certifications: Office 2010 and Windows 7 (Enterprise) Sales Learning Sources, MS Partner Network Sales and Marketing Assessment for the Small Business Specialist Community, Configuring Media Player Settings, MS Partner Network Technical Assessment for MS Office 365, MS Partner Network Sales and Services Assessment for MS Online Services, MS Cloud Essentials

Systems: Linux (Ubuntu, Mint, Backtrack, Arch), Windows ME/2000/XP/2003/2008/Vista/7/8, Mac OS

Languages: Java, HTML, C++

Software: MS PowerShell, MS Office and Office 365, MS Dynamics CRM Online, MS Intune, SaRA (Support and Recovery Assistant), OffCAT (Office Configuration Analyzer Tool), ECPA (Exchange Client Performance Analyzer)