PROFILE:

A very ambitious and dedicated IT professional with over (10) years of experience. A self - starter with an ability to communicate with individuals at all levels.

EXPERIENCE:

Confidential

Office 365 Concierge Ambassador

Responsibilities:

• Assist Office 365 customers with configuration of onboarding tools and processes technology
• Analyzes, develops and communicates key Onboarding process s and technology improvements for Office 365 Onboarding for the deployment cycle
• Develops fosters and maintains effective working relationships with engineering, marketing, Enterprise Services\Support and field sales and partner teams to deliver key business metrics
• Knowledge of Office 365 technical architecture.
• Solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, d Confidential base utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge) and has expertise with Exchange Server 2007/2010/2013 , Windows client, Windows Server, Active Directory, and Mobile device technologies.
• Provides Office 365 support for Confidential clients, Support for Sharepoint online, OneDrive for business, Skype for business, Office 365 migrations (Hybrid,Staged,Cutover), Office 365 Administration,
• Technically proficient in the use of PowerShell for administering and automating the administration of Office 365 and Windows based servers.

Confidential

Helpdesk Manager

Responsibilities:

• Hired to provide Tier 2 support in the interim for the Confidential, during the Austrian Games.
• Successfully administered user accounts, Exchange mailboxes, security and distribution groups in Office 365, and Active Directory.
• Managed assets inventory and deployed desktop images to end users utilizing LanDesk Agent.
• Performs Installation and maintenance of Windows, MAC and desktop software, service packs, patches, and anti - virus updates.
• Created and revised documentation in relations to helpdesk procedures and operation.
• Provided additional technical to Tier 1 techs improving overall helpdesk operations.
• Provided local and remote Tier 2 support for users in over 300 countries worldwide in Europe, Asia, Africa, and South America. In regards to software and hardware related issues.
• Provided VTC maintenance and support for all scheduled meetings.
• Responsible for the planning and implementation for the upgrade of PC and MAC users from Confidential Office 2010 to Confidential Office 2013
• Provided technical support for PDA devices to include Android, Iphones, Tablets, Printers and Scanners.
• Responsible for the onboarding of new hires to include user accounts and Cisco phone provisioning.

Confidential

IS Support Technician

Responsibilities:

• Performed installation, configuration, and implementation of helpdesk ticketing system.
• Established SLA ticketing metrics improving overall helpdesk operations.
• Successfully administered user accounts, Exchange mailboxes, and security and distribution groups in Office 365 and Active Directory.
• Managed assets inventory and deployed desktop images to end users utilizing SCCM 2012.
• Performs Installation and maintenance of Windows and desktop software, service packs, patches, and anti - virus updates.
• Analyzes and diagnoses DHCP/DNS/VPN, and other network related issues.
• Responsible for the overall maintenance and operation of the Server room from installing Cisco routers to resolving VOIP phone issues.
• Performed planning, scheduling, and implementation of a migration consisting of 150 end users into the occupancy of a newly constructed worksite. Responsible for the installation of server room components including nexus switches, cisco routers. Responsible for the configuration and installation of hardware devices including Xerox printers, VOIP phones, Wireless Access Points, desktop computers and docking stations.
• Constructed server room diagrams using Visio Professional 2016.
• Provides VTC support during scheduled conferences and town hall meetings.
• Provides Tier2/3 Level support to client in regards to network connectivity, software and hardware related issues.
• Provides technical support for Mac and PC, including PDA devices Android, IPhone, IPad and Tablets.

Confidential

Sr. Desktop Support Engineer

Responsibilities:

• Performs routine patching and updates of network servers, monitors the performance of network servers and maintains Confidential s computer systems.
• Provides Tier2 Level support to Confidential client in regards to network connectivity, software and hardware related issues.
• Responsible for VIP support for software and hardware technical assistance.
• Technically proficient in the use of Confidential Operations Manager and System Center Operations Manager to diagnose and troubleshoot network issues.
• Configure and program all Polycom Video Conferencing and Tandberg systems for optimal performance; Install and operate Windows 2008 server to house Polycom Global Management Systems software.
• Installs and configure new Tandberg desktop VTCs on IP network through H.264 protocol and update the Tandberg and Polycom computer software.
• Conducts routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
• Maintains Ghost and Antivirus servers.
• Manages and supports Exchange Servers and mailboxes. Provides tier2 level support for issues related to Exchange 2013 and Office 365.
• Maintains company peripheral network devices regularly, including printers and scanners.
• Assists company personnel with desktop operation, including both hardware and software (including MAC OSX - 10.7,10.8,10.9 and Android devices ) - Provides employee and instructions (through presentations) regarding basic operation of software and hardware, technical support and quality standards.
• Supervises and performs installation of new IT network equipment and system software.
• Administers creation and deletion of IT accounts in AD, as well as troubleshoots any AD related issues.
• Plans and executes routine repairs and system upgrades.
• Provides technical support, including identifying problem incidents with their subsequent resolutions.
• Operates as Team lead supervising and providing guidance to junior technicians in support of the migration from Windows 7 to Windows 10.
• Documents and maintains supply of all required inventory within SharePoint 2012.

Confidential

Systems Analyst

Responsibilities:

• Provide Tier 2 level software, hardware, and desktop support services for local and remote clients in relations to AD, VPN, Exchange 2010/2013, DNS, DHCP, VM (VSphere Client )4.1 etc.
• Migrating users over from Exchange 2010 to Exchange 2013 using EMC and Powershell.
• Provides Tier 2 level support for issues in regards to Exchange 2013 and Office 365.
• Provide Tier 2 level support of all mobile devices (ipads, iphones, and smart phones), including deployment, repairs, and tracking.
• Maintain inventory by accounting for Confidential resources which includes software, server, workstation and laptop systems.
• Assist a global support desk team to streamline processes and perform standard administration functions as needed.
• Provide Tier 2 support of virtualized servers through VSphere client.
• Build, customize, and deploy virtualized servers in according to end user requirements.
• Proficient in the use of SCCM (SCCM Client Ver. 2.0.4.0) to troubleshoot client related issues.
• Provided guidance to customers around Windows XP to Windows 7 migrations using SCCM, Confidential Deployment Toolkit (MDT), and User State Migration Tool (USMT)
• Provided infrastructure and design guidance for setting up and maintaining SCCM environments.
• Provided Risk Assessment and remediation guidance for SCCM infrastructures
• Proficient in the use of the Remedy ticketing system to track, monitor, and resolve client issues.
• Assist in the planning, implementation, and deployment of Dell laptops and workstations to multiple users and agencies.
• Responsible for VIP support for software and hardware technical assistance.
• Provide Tier2 level support of dell and (MAC) apple devices, Including application upgrades and software installations.
• Knowledge of Macintosh operating systems 7.0 through 10.6 and hardware from G3 through the Intel Macintosh computer and Apple Xserver and Apple Xsan storage.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Technically proficient in the use of Confidential Operations Manager and System Center Operations Manager to diagnose and troubleshoot network issues.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Confidential

Exchange Administrator

Responsibilities:

• Worked in a 24/7 Enterprise Operations environment providing Exchange Administration and Desktop support services for federal government agencies. Duties included account and mailbox management for local and international clients. Moving mailboxes across domains (locally and internationally) in accordance to client duty assignment.
• Worked with project team in migrating federal agencies user mailboxes over from Exchange 2007 to Exchange 2010 using EMC and Powershell.
• Responsible for VIP support for software and hardware technical assistance.
• Performed various operational tasks for maintaining Exchange and Active Directory.
• Worked with team in the building, QA, of Exchange servers in the test environment.
• Coordinated with external agencies to resolve any upgrade issues of the exchange system.
• Skilled in installation, management, monitoring and administration of a multi - site Exchange enterprise environment.
• Proficient in the use of the Remedy ticketing system to track, monitor, and resolve client issues.
• Sound knowledge and experience as a system administrator on the MS platform.
• Ability to work well independently or in a team function, as well as maintain good working relations with the client.
• Technically proficient in the use of Confidential Operations Manager and System Center Operations Manager to diagnose and troubleshoot network issues.

Confidential

Systems Engineer

Responsibilities:

• Team member of the ITA Server Management Division responsible for maintaining HQDA enterprise resources which include 17,000 workstations and 1,000 servers.
• Provided solutions to complex issues in relations to Exchange, Blackberry, DNS, Citrix, IIS, VMware and firewall.
• Technically proficient in the use of Confidential Operations Manager and System Center Operations Manager to diagnose and troubleshoot network issues.
• Setup and configured SCCM Operating System Deployment (OSD) for Windows XP and Windows 7, this also included managing all task sequences/images for the different HALs on XP as well as Windows 7.
• Responsible for VIP support for software and hardware technical assistance.
• Responsible for troubleshooting and testing firewall access issues, and creating documentation of requests for ACL implementation.
• Provided accurate reporting and analysis of resolved issues using Outlook 2007, PowerPoint, MS Excel, and MS Word
• Worked with Information Assurance and other Government agencies to resolve Classified Access (SIPR) through VTC issues.
• Proficient in the use of the Remedy ticketing system in order to provide desktop support services and to track, monitor, and resolve client issues.
• Managed user accounts; delegating the appropriate rights and permissions to users occupying various agencies using Active Directory.
• Possesses general knowledge of Active Directory; Group Policy Objects (GPO), Organizational Units (OU).
• Installed software updates and vulnerability patching to servers on the HQDA domain.

Confidential

NOC Technician

Responsibilities:

• Responsible for monitoring, testing, administering, troubleshoot, and analysis of production environment (Exchange 2007, Extranet, networks, Remedy etc.) for the Confidential .
• Responsible for handling outage situations, interpreting alerts, creating outage tickets, sending notifications, and coordinating the appropriate response.
• Performed first level hardware/software problem analysis, identification and resolution; documentation procedures.
• Responsible for VIP support for software and hardware technical assistance.
• Responsible for providing desktop support services in relations to hardware and software support.
• Updated and maintained operator activity/turnover logs and ticketing system.
• Worked closely with internal support groups and external service providers to identify and coordinate the resolution of Network and System problems and issues.
• Provided daily reports of major system outages and security incidents.
• Utilized monitoring tools such as Confidential Operations Monitor (MOM), and NT Manage to effectively monitor and track system outages and incidents.
• Monitored the operability of the CITRIX server, and Remote Access Service (RAS).
• Utilized Active Directory and Directory and Resource Administrator (DRA).
• Maintained Master Station Log and prepares C4 System Status Reports.

Confidential

Telecommunications Technician

Responsibilities:

• Documented networks by labeling and routing equipment and cables.
• Terminates Cat 5, Cat 6, Coax, Unicam, MTRJ, SC, and ST connectors.
• Testing and troubleshooting using Fluke, Pentascanners and Noyes fiber testers.
• Maintained a safe work environment by following codes and standards.
• Performed phone relocation and activation of Avaya phones.
• Built and configured rackmount configurations consisting of switches, routers, ups devices etc., according to government client standard and demands.
• Attending to trouble tickets and service calls using Remedy.

Confidential

Security Technician

Responsibilities:

• Maintained, tested, and repaired RADIO Confidential (Communications Security) using spectrum analyzers, RF signal generators and other computer - automated test equipment
• Calibrated and repaired Confidential (Controlled Cryptographic Items) equipment ensuring mission readiness.
• Installed and terminated Cat 5, Cat 6, coax and fiber cabling to establish network communications during field operations.
• Built and configured rackmount configurations consisting of switches, routers, ups, taclanes in a field environment, to establish network communications during field operations.
• Troubleshot and repaired Confidential equipment to the component level. Performed quality control inspection of repaired equipment. Installed communications equipment in tactical vehicles.