PROFESSIONAL SUMMARY:

• 10+ years IT professional with emphasis on Microsoft Technologies, customer support solutions in high volume call centers and help desks.
• MS Exchange (installation, set up, implementation and support)
• Subject matter expert working with OFFICE 365 from initial set up thru post installation support
• SME with Active Directory
• SME in Windows Server 2008, 2012
• Experienced with set up and configuration of mail server (POP/IMAP/SMPT Protocols)
• A+, Net + and CCNA boot camp certified
• Strong record of success in customer support and service organizations
• Hands - on experience leading all stages of system development efforts, including requirements definition, design, architecture, testing and support
• Excellent written and verbal communication skills

TECHNICAL SKILLS:

• Windows Server 2008, 2012
• SME MS Exchange
• SAP Training - R/3, 4.6c, ECC 6.0
• Remedy, Vantage ticketing systems
• VMWare, Citrix
• CRM - Reporting Tool
• CSG Workforce Express- ACSR
• Network Plus Certified
• A+ Certified
• Lotus Notes
• Secure Link
• Member of the INFRAGARD
• CCNA boot camp certified
• Hyper-V and PowerShell
• Solar-wind network monitoring system

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Responsibilities:

• Performed hands-on administration, monitoring, and troubleshooting of Local Area network (LAN), resulting in optimum performance and minimum downtime.
• Designed, developed, and modified reporting processes in accordance with client specifications.
• Managed all new install projects for servers, switches, and other network resources.
• Administrated and maintained environment security. Involved with administering security alerts to staff and weekly data backups.
• Responsible for hardware and software applications for workstations, servers, and network data communications. Collaborated with executive management and department leaders to assess network capacity needs.
• Disaster/recovery responsibilities to include: design, implementation and maintenance of backups of critical data
• Migrated from Rackspace Email server to Office365
• Troubleshooting Exchange Database problems. Performed system restore
• Responsible for configuration of Windows Server 2007 Active Directory Domains. Configuring DNS, DHCP, trust relationship, and permissions.

Confidential, Houston, TX

Responsibilities:

• Ensure the master image deployed from LanDesk or Hardware vendor is tested and current Distribute the master image to all replication server appliances where they reside
• Responsible for all core infrastructure servers that provide DHCP, DNS, directory services, file services, print services, anti-virus and backup services
• Facilitate the analysis of requests, solution recommendations, and issue escalations through to completion.
• Perform basic diagnostics and troubleshooting of computer platforms and software applications related to the following: connectivity, printing, scanning and network share access issues.
• Ensure IT service availability of all applications and functional systems; ensure critical updates are tested and applied as per IT change management procedures
• Manage and monitor systems running core components the infrastructure network including directory services, DNS, DHCP, Global catalog
• Ensure systems are running optimally and efficiently; remediate identified issues by discussing them with the Systems Engineering team and present actions required to reach resolution
• Disaster/recovery responsibilities to include: design, implementation and maintenance of backups of critical data
• Migrated existing Confidential - Confidential XP users to Windows 7 via SCCM.
• Packaged and deployed 2,000+ unattended application installations.
• Resolved Microsoft Office Communicator issues.
• Daily use of Citrix Web Interface.
• Using System Center Configuration Operations Manager (SCCM) 2007, worked with SCCM packing team to determine requirements for monitoring several servers to minimize user downtime.
• Provided user support and training via Cisco VPN remote access.
• Used XenApp and Citrix technologies to provide Web access to applications.
• SharePoint development platform installation and configuration, site template definition and knowledge transfer for SharePoint use and administration for different group
• Define messaging architecture based on Microsoft Exchange, Online (Office 365) and On Premise (Exchange 2010), with migration from Lotus Notes

Confidential, Houston, TX

Responsibilities:

• Day to day administration, support and monitoring of the infrastructure.
• Managed multi-site distributed environment.
• Provided executive level support (Directors, CEO, CFO, etc.)
• Provided Office 365 Administration and Support
• Message tracking and troubleshooting to resolve mail delivery issues (POP/IMAP/SMPT)
• Troubleshooting Exchange Database problems. Performing system restore
• Responsible for configuration of Windows Server 2007 Active Directory Domains. Configuring DNS, DHCP, trust relationship, and permissions.
• Public Folder creation, replication and rights management.
• Experienced with PowerShell cmdlets and scripts
• Maintained Exchange Anti-virus software-Antigen
• Supported Enterprise Anti-SPAM solutions- Postini, Message Labs.
• Maintained and troubleshoot Blackberry Enterprise server 4.1 and Hand-held devices.
• Ticketing software: BMC Remedy and Unicenter Service Desk (USD).

Confidential, Houston, TX

Responsibilities:

• Managed and supported MS Exchange 2007 infrastructure which consists of clustered back-ends and Front-end servers.
• Configured Windows Server 2007 Active Directory Domains. DNS, DHCP, trust relationship, permissions.
• Message tracking and troubleshooting to resolve mail delivery issues. (POP/IMAP/SMPT)
• Supporting Offline Address book, Calendaring and free busy related issues.
• Public Folder creation, replication and rights assignments.
• Monitoring message queues. Performing Exchange backup and restore.
• Monitoring and managing database growth and white space in Database. Performed systems administration and configuration for all internal data systems, requiring a solid understanding of Windows Server 2008, 2012, Hyper-V (hosts and guests)
• Responsible for investigating, performing root cause analysis, developing remediation plans and resolving issues for end-users and internal systems as presented in Remedy tickets in accordance with SLAs

Confidential, Houston, TX

Responsibilities:

• Assisted with integration, migration and consolidation of the exchange servers (Roughly 500 mailboxes)
• Supported Doctors and Nurses as well as C-level executives
• Assisted users with Microsoft Office ( ) issues including Outlook with Exchange
• Assisted in deployment of the RSO solution throughout the institution, smooth setting where necessary.
• Identified RSO hardware and software issues that arise, perform minor troubleshooting and resolves basic (Tier 1) RSO problems.
• Followed established processes and procedures to provide support to customers.
• Documented all issues and follow-up information via the Help Desk tracking system and provide status to customers.
• Built and tuned the DLP policies
• Configured additional DLP functionality
• Created user ID in NetPass (mainframe server)
• Approved VPN access to Vendors thru Secure Link

Confidential, Houston, TX

Responsibilities:

• Responsible for resolving inbound customer incidents/requests by phone, email, Live Chat
• Supported over 75,000 active employees internationally using remote tech
• Supported C-Level executives as needed.
• Troubleshooting issues with Active Directory, VDI and sign-on/authentication
• Assisted users with Microsoft Office ( ) issues including Outlook with Exchange
• Troubleshoot and repair Microsoft Windows XP and 7
• Provided support for printer, scanners and other connected devices
• Troubleshooting of network, remote connectivity including VPN
• Provided support for password authentication with AD and network issues
• Installed and configured software remotely via SCCM / CA Tool
• Assisted users in remote connections to Citrix environments (VMware)
• Supported for BlackBerry, iPhones, iPads, Androids and administration for BES server
• Incident tracking using in house Incident Management program
• McAfee Encryption Recovery Support
• Performed daily check on servers, analyzing and auctioning monitoring reports and alerts.
• Provided constant monitoring of ticket queue. Consistently meet the SLAs set with the client.
• Attended SRT for high severity incidents (Sev1/2). Providing Root Cause Analysis and defining Action items accordingly

Confidential, Houston, TX

Responsibilities:

• Responsible for resolving inbound customer incidents/requests by phone, email, Live Chat or form submission
• Supported over 5,000 active employees internationally using remote tech
• Assisted users with Microsoft Office ( ) issues including Outlook with Exchange
• Troubleshoot and repair Microsoft Windows 2010
• Provided support for printer, scanners and other connected devices
• Installed and configured software remotely
• Troubleshooting of network, remote connectivity including VPN
• Provided support for password authentication with AD and network issues
• Troubleshooting issues with Active Directory, VDI and sign-on/authentication
• Assisted users in remote connections to Citrix environments (VMware)
• Supported for BlackBerry, iPhones, Androids and administration for BES server
• Smartphone devices Android Good Technology
• Strong background in migration from Windows XP to Windows 7.

Confidential

Wireless Data Coordinator

Responsibilities:

• Used strong planning and organizational skills to set account related priorities based upon business objectives and service level agreements while still maintaining business revenue goals.
• Provided telephonic and/or electronic Technical Support for customers who use wireless data products and services; troubleshoot hardware/software issues, identify network/application issues, provide information on how to set-up/use wireless data products.
• Provided detailed instructions (with and without connectivity software) on how to set up/configure and troubleshoot wireless data connections for: Blackberry devices, Wireless Modem for PC, tethered connection between Kyocera, LG, Audiovox and Motorola devices, PDAs, Thera, Pocket PC, and Palms.
• Troubleshooting for PC Operating Systems (Win 95, 98, ME, NT, 2K, XP, MAC OSX), specifically Device Manager and TCP/IP configuration.
• Using trouble-ticketing system for tracking customer interactions and problem resolution. Assist customer with getting connected to the internet
• Uses various administrative tools and online resources for troubleshooting.
• Utilize trouble ticket system (Remedy/ ACSS), and used the SAP Data Base

Confidential

Helpdesk/Desktop Support & Trainer

Responsibilities:

• Observe, Co-lead, and Lead new hire and on-going training.
• Provide basis support for technical and systems training.
• Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.
• Developed classroom agenda, timelines and content flow as necessary to deliver effective training to students.
• Able to train OS, Reporting tool (CRM), internal and external email setting,
• Troubleshoot DSL, dial-up network, and email issues.
• Provided Customer Support for Executive level staff members
• Liaised with business leaders in order to ensure that the regional department remains aligned with their business requirements
• Responsible for new service and support implementation programs
• Reviewed daily, weekly and monthly report to continuously improve team’s goals and objectives