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Support Engineer Resume

San Antonio, TX

SUMMARY:

  • Network experience with TCP/IP, DNS, DHCP scopes, ASA, Sonic Firewall, Switches, Hubs, Routers and Gateways. (LAN, WAN, WLAN, CISCO, including troubleshooting connectivity, routers, firewalls, hardware, system events on Windows server and Exchange server network
  • Responsible for project management, asset management and equipment inventory for Windows network and Exchange systems, etc.
  • Excellent communication and collaboration skills in coordinating with IT project management on Windows networks and Exchange systems.
  • Configured and troubleshoot: Router configuration files, ios licensing, Net Flow, ACl’s, Firewall, DFS replication, DMZ/firewall and proxy settings.
  • Experienced Windows System Engineer assisting with Exchange architecture design, implementation, integration; support of Directory Services for enterprise Exchange systems.
  • Responsible for assisting with the implementation and support of Microsoft Active Directory in Exchange system and Windows network.
  • Supported on - premise solutions with Azure, Exchange Online and Office 365 coexistence and migration.
  • Provided detailed technical documentation including solution high/low-level design, platform build/configuration, troubleshooting, and operational procedures for Exchange and Windows servers. Supported project management teams on Exchange and Windows server deployment and systems integrations.
  • Administrator: Windows Server, Skype/Lync, Exchange, and other Microsoft server and desktop technologies
  • Coach, mentor, motivated, and supervise Exchange project team members.
  • Worked in an Agile environment, with weekly sprints and daily scrums on the Exchange team.
  • Experience with SQL server; installation of SQL server to run alongside Lync. Creation of multiple instances of SQL DB to associate with Lync. Experience with Exchange on-premises and online/Office 365.
  • Willingness and capability of quickly learning new technologies required for accomplishing project goals.

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Support Engineer
  • Provide project and program management oversight and support services to deploy assets to end-users in their respective time-frame. Provide issue tracking and project status/completion reports to management and stakeholders.
  • Reviewed the quality of services being delivered and identify and maintain ongoing improvement actions to continually improve those services. A quality follow-up with users post- replacement. Also, verified Asset Management is updated by Replacement Technicians.
  • Provide a single channel of communication for Dell team techs including all services that are being offered to them and address service issues, complaints, and pending needs. Coordinator and overseer of the timeline, deliverables and the managerial aspect of this project. Strong team worker, with excellent organization & time management skills.
  • Collaborated with the NTT data Team for additional resources, adhere to corporate processes & policies, HIPPA compliance and service management. Reported discrepancies with asset tags, replacement part, status and issues associated with the Windows 7/10 upgrades and post-migration.
  • Evaluated various aspects of the imaging process of Windows 10 in a hospital environment. (E.g) Computer name, join a workstation to the domain and running custom scripts. Post-builds.
  • Working knowledge/experience of PC imaging tools (SCCM), diagnosis and remote-control tools. In-depth knowledge of Microsoft Windows, Active Directory Policy and Security management, MS Office suite.
  • Working knowledge/experience supporting Multifunction printing devices, Win7/10 break-fix, Vlan, Dragon-Mic, problem solving & root cause analysis.

Support Engineer

Confidential, San Antonio, TX

  • Solid Practice of strong interpersonal and communications abilities - analytical thinker, resolve problems efficiently. Responsible for remote technical assistance to Office 365 customers via telephone, written correspondence, and remote desktop support sessions.
  • Assist administrators with advanced/complex troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance and ongoing support of the Office 365 cloud suite of applications or subscriptions, e.g., invoice, billing, subscription.
  • Responsibilities: Respond to and work on requests for service and incidents utilizing the company ticketing system. Document all work performed within the requests. Respond to emergent requests for service and unforeseen demand. Installation, configuration, and support of Microsoft Office 365 on Win 7/8/10 Mac10.10 devices and Desktops. Provide phone and remote troubleshooting support. Ability to provide quick recommendations towards resolution and to understand the customer perspective clearly while collaborating with internal departments.
  • Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes. Ensure accurate and timely resolution for assigned issues. Recognize trends and reoccurring problems. Collaborate with other engineers to find solutions. (Including Support Engineers at different levels and technology areas).
  • 0365or AWS in a PC or Mac environment. Demonstrated experience in administration of Microsoft Office 365 workloads (Exchange Online, SharePoint Online, Skype for Business, Teams, Yammer, OneDrive for Business), including DNS requirements and user mastery scenarios. Server & network administration support, e,g. Window 2008/2012/2016 , AD on-prem, AAD, DirSync, ADD connect.
  • Excellent knowledge and troubleshooting experience in supporting legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.), as well as modern Office suites, including deployment and migrations.
  • Foundation knowledge of Office 365 plans, service descriptions, and features. • Administration and troubleshooting in the following areas Solid understanding of Azure/0365 architecture. Conditional access, MFA, Microsoft Intune, AAD, Permissions, Service assurance, legal holds, PST backup, 0365 Groups, SSO using Azure AD, Spam and Malware filtering, Compliance, and reporting Security, & Threat management.
  • Powershell: Exh Online, Windows, SFB, and Teams
  • Mailbox management like Mailbox permission, delegation, quota management, mail tracking, and mail transport rule creation/modification.
  • Strong understanding of Office 365 migration options per workload. (e.g., Remote migration, cutover).
  • Threat Management: Mitigation & Response
  • Windows 10 Deployment & Optimization
  • Configure Cloud PBX, Cloud Connector edition, hunt groups, call queues, auto attendants.
Support Engineer

Confidential, San Antonio, TX

  • Supported, configured and troubleshoot computer, hardware, software, infrastructure, data, personnel, and other related resources.
  • Assisted with PW reset, installation of licensed software, reconnections: mapping printers, drives, network connectivity. Physically moved laptops and other additional peripherals from the work-area.
  • Ensured epic customer/PS support: Followed policies and procedure standardized by Health and Human services.
  • Provisioned and de-provisioned laptops. Data transfer(USMT). Ensure the correct asset is being assigned: Monitors, Docket-stations, pc, and other user rights and permissions configurations.
  • Configured and troubleshoot Win 7/8/10, Pushed application via App store, Installed vital applications.
  • Unboxed new equipment, Configured and supported SSCM, Java, Back-ups, Startup issues, GPO, updates, Skype for business, Outlook etc.
  • Commuted to various facilities within the State-Of-Texas for finalization of the project.
  • Collaborated with State employee’s/ Project manager for the Planning and set-up for resources.

System Engineer

Confidential, San Antonio, TX

  • Provide support to Enterprise customers, partners, and other engineers. Collaborate with management and engineering to resolve service request, Incidents or change request appropriately.
  • Successfully work with Executives, Project Managers, System Administrators, Network Engineers, Developers, Business Analysts, System Testers, Desktop Support Technicians, and end users in the implementation of small and large IT solutions.
  • Skilled in using PowerShell for administration, configuration, and automation.
  • Day-to-day operational support for Windows 2008/2012R2, 2016 Server, Exchange 2010 Windows 7/10, Directory services: GPO, ADFS, Sites/services, Internal/external DNS, IIS, Email hygiene(Proofpoint-email defense system. Replication KKC issues, PowerShell, workstations configurations, Microsoft Windows technology stack technologies: including GPO(Assigning permissions, GPO linking, Security group filtering block inheritance, DNS(conditional forwarding, registration name) Sites and Services( troubleshooting replications issuers, KCC topology; removed DC’s) IIS, certificates, NPS/Radius services. Data Center. Projects. Proven track record in formulating technical assessments, written documentation Knowledge base articles) and professional leadership. Outstanding interpersonal and communication skills with the ability to effectively communicate across diverse audiences and influence cross-functionally.
  • Email Domain Management (MX, SPF, PTR, TXT CNAME, A record knowledge), DHCP and ADFS. Internet DNS Admin, SSL Certificate Admin, Domain Registrar Admin (Internal/ External DNS e.g. Mark Monitor & Men & Mice.
  • Administer and support all aspects of Windows Server across a physical and virtual (VMware) environment, including installation, configuration, patching, SCOM demoting/promoting and storage/capacity planning.
  • Utilized Proofpoint (Email security) created rules, quarantined, whitelisted; blocked- viruses, Spam, attachments, suspected emails, IP address Sender names, FQDN, SMTP and educate users on the importance of Phishing attacks.
  • Manage the O365 environment including troubleshooting, implementing new features and managing end to end Exchange mail flow, archiving, retention and spam prevention DLP, Legal holds. Outbound/Inbound mail-flow in a hybrid environment. Supported and configured 850 accepted domains
  • Administrated and executed semi-complex projects. Coordinated with our identity team (OKTA, IIQ, Workday) to modify mailbox and AD attributes after transitioning into a permanent role with the company.
  • Requested and processed standard SSL or Wildcard DigiCert/ CSR private Key. Configured SSO for third-party applications (imported XML file into ADFS server and configuring a relying party trust claim). PST file migrations Office 365 security, governance and compliance (e.g., DLP, MDM, E-Discovery, retention, and encryption experience.
  • Familiar Office 365 online & O365 ProPlus license; User, Shared, Room/Resource, DL, DDL, Mail contact, Skype for business, One Drive, Drop Box, Mailbox calendars, 0365/AD +-migrations; SMTP, UPN SIP, email aliases, Microsoft Suite, SSCM, OU’s, AD accounts(computer & service), LDAP, LDAPS, User lockouts, Forwarding, Out-of-Office configurations, Groups, rights delegation Admin portal, UAC and EMS recovering emails from back end, and Mobile and Mac OSX 10.10 support .
Support Engineer

Confidential, San Antonio, TX

  • Performed daily deployments (six a day).
  • Migrated user data and ensure all folders/files/ programs/software are installed correctly. Supported and configured tablets and mobile devices via State-of-Texas standards.
  • Configured and troubleshoot local printers, hardware/Software, Adobe, MS suite, and map-drives.
  • Logged any discrepancies via SharePoint online. Documents maintain and upgrade software applications. Provisioning/de-Provisioning laptops; Reimaged pc(when necessary).
  • Skill in laptop/desktop hardware break-fixes; basic networking.
  • Knowledge of Windows 7/10 Operating System including break-fix, installation, troubleshooting, imaging, etc.
  • Coordinated with Senior/ Project coordinator for escalations and adhered to SHI- standards for repairs.
  • Data backups and asset management.
  • Supported and allocated laptop bag, peripherals, scanners, etc.

Exchange Engineer

Confidential, New York, NY

  • Supervised and supported infrastructure systems; and the support of complex messaging, and Active Directory services within a multiple domain environments. Troubleshoot, consulted, and supported Microsoft Exchange 2013/Exchange Online/Office online Apps. Configured and supported Skype-for-Business server, hybrid migration environment. Responsible for solving issues in a 0365 environment SFB/Lync Box storage, Outlook online and client, MFA setup. Enrolled mobile devices in Microsoft Intune and assisted with applications support on Android/iOS devices.
  • Created Shared, User, DL’s Room/resource mailboxes. Troubleshot Exchange Online, SFB server, Active Directory Box Storage, Exchange 2013, Azure AD Connect EAC portal Collaborated with Various teams for resolution, e.g. ATOS, 0ffice 365 Service Desk, IT Operations, and Google admins.
  • Supported IT Directors, VP’s International Associates, Various Business Units (Global Market Intelligence and S&P Dow Jones Indices, Platts Ratings).
  • Conducted Pre/post-migrations checklist meetings with engineers and developers.
  • Coordinated with the engineering team and offshore on-prem/online mailbox support. Managed Skype/mailbox migrations (online) and assigned PSTN licenses
  • ServiceNow Ticket Systems- Ensured SLA’s are meet, resolved escalated Incidents or collaborated with Senior Engineers on permanent solutions.
  • Oversaw FIM, ADFS (3.0), DirSync/Azure AD Connect, IronPort and Azure AD connect.
  • Managed UPN/SIP Address/Primary SMTP address.
  • Responsible for Identity Management, AD and directory synchronization in a multi-forest environment.
  • Created Hybrid co-existence/SSO/ Federated environment.
  • Migrated users from one domain to another, i.e. Simple access, Name changes.
  • Restored/ configured Resource, Client, Shared calendars, missing emails (Server & client).
  • Managed Skype-for-Business (SFB) migrations, changed SIP address via Lync management, configured and troubleshot Skype-for-Business (SFB) client (OWA), SMTP, POP, iMAP, Active Sync PSTN licenses.
  • Set-up Message Trace, Email forwarding, External/Internal Mail Flow Configured/Created DL’s Shared, remote user mailboxes, and Mail contacts.
  • Utilized Networking tools, e.g., Ping, ipconfig/flushdns, nslookup. RegEdit, Suggested hardware replacement (Windows and Mac devices).
  • Managed four offshore 0ffice 365 Admins and conducted daily meetings; and facilitated project meetings.
  • Lead 0ffice 365 support and administration.
  • Address client connectivity, client software distribution and mobile installation issues.
  • Provided advice and training to peers on various Office applications
  • Microsoft Outlook Administration support.
  • Microsoft Intune management.
  • Windows Server 2008/2012 / Win 7 System Administration.
  • Developed and documented best practices for supporting Office 365 application and assisted with developing appropriate support model.
  • Created administrator user and service accounts, AD membership, and Exchange mailboxes.
  • Created PowerShell scripting for day-to-day activities and migration-specific.
  • Assisted with research of diagnostic information and collaborated with other support as necessary to develop comprehensive solutions.
  • Utilized technical knowledge and discretion to rapidly determine an appropriate course of recovery action when a problem occurs.
  • Worked independently and with other team members to evaluate symptoms and determine the root cause of client issues in an Exchange Hybrid (Exchange On-Premise and On-line) environments.

System Administrator

Confidential, San Antonio, TX

  • Identify Management process testing and documentation for migration to MIM 2016 and Azure with Exchange.
  • Assist with the migration of ILM 2007 to MIM 201, as well as other Identity related products with Exchange.
  • Provide support of Azure AD Connect and ADFS for Exchange Online and other Microsoft products as they are migrated to Azure.
  • Support existing platform consisting of PowerShell, Azure, Exchange.
  • Configured Vlan’s security on Cisco switches and routers.
  • Provide Tier II and III level support for the Corporate helpdesk and HR IS, Microsoft Exchange user management and mobile device management.
  • Provide technical documentation on Microsoft Exchange, Exchange email server to project and Operations teams as part of project deliverables.
  • Ensuring that the Microsoft Windows servers and Microsoft Exchange servers meet company standards and are updated with the latest security patches.
  • Responsible for enforcing and maintaining standards within the NOC group (ie: Ensuring Windows server and Exchange server versions and patch level are the same across all servers in North America)
  • Responsible for Disaster Recovery testing; automation of Disaster Recovery where possible on Windows servers and Exchange servers.
  • Design and scripting of the Microsoft Hyper V environments across the enterprise.
  • Implement and configure virtualization technology (Microsoft Hyper V) and provide L2/L3 technical support to end users.
  • Configure, administer and support cloud products and hybrid cloud environments Microsoft Office 365, Google Apps, MicrosoftAzure, and Microsoft Office 365
  • Utilizing PowerShell (PS) created automated tasks to provide reports and automatically update user attributes
  • Responsible for support of Microsoft Exchange 2007/2010/Lync 2010 unified communications environments in a high availability deployment.

IT Support Specialist

Confidential, San Antonio, TX

  • Responsible for development, operations, maintenance, support, and documentation of the global Unified Communication platforms.
  • Analysis and development of the deployment, assessment, and operational guidance required through the project lifecycle.
  • Provide Level 2 support for all external peripherals, workstations, laptops.
  • Troubleshoot printers, replaced parts for (software and hardware) systems.
  • Experience migrating user data, mapping drives, applications support
  • Configured, implemented, supported and maintained all physical and virtual servers located in the branches and data center facilities.
  • Supported desktop operating systems including Windows, and VMware.
  • Worked with both the network and desktop groups when operations overlap.
  • Set-up, configured, maintained and ensured all asset is operable.
  • Responded to server, network and storage alerts as triage level of support and liaison between 3rd Level engineers to investigate appropriate resolution for global external clientele.
  • Investigated error messages and determined resolutions.
  • Managed software, hardware and connectivity vendors to obtain support and resolution information.
  • Oversight of hardware / software upgrades.
  • Responsible for response, resolution, tracking, and documentation of all support incidents.
  • Configured Cisco(7965) phones, PolyCom, (1831), Cisco anyconnect
  • Provisioned and deprovisioned peripherals, Cisco Phones, Voicemail, and Plantronics headsets.
  • Familiar with SCCM (System Center Configuration Manager 2012)
  • Used Active Directory to add/delete computers, users, and domains and to map network drives and perform other administrative functions.

JR Network Administrator

Confidential, San Antonio, TX

  • Coordinates with the other IT team members the development of Engineering knowledge base.
  • Coordinates activities including Change Management with client resources through resolution.
  • Assists in maintaining an asset management system to ensure that IT resources are secure and accounted for via ITIL methodology and the use of a CMDB.
  • Provides regular updates to the Engineering Operations Manager on assigned projects.
  • Assessed, planned, and configured hybrid for Microsoft Exchange 2010 and Exchange Online email services through Office365.
  • Gathered on premise metrics for Exchange 2010 and participated in all planning meetings for hybrid.
  • Maintained documentation for hybrid effort, updated plans, and consulted with management on timelines.
  • Configured ADFS/ADFS Proxy servers on premise for Single Sign On services for users.
  • Deployed licensing for users with federated identities and helped configure clients.
  • Deployed Microsoft Azure tools for Active Directory connectivity and synchronization with Office 365 cloud services.
  • Tested Azure and ADFS connectivity and remedied any issues that arose.
  • Configured tenant account and connection to the domain for hybrid effort.
  • Created batches using scripting knowledge via PowerShell for eventual mailbox database move to Exchange Online.
  • Appointed migration endpoints for mailbox moves.
  • Acted as point of contact and communicated with end users on mailbox moves and changes to functionality.
  • Install (CISCO) Wireless Access Points
  • Messaging technical administrator responsible for the continued support of Microsoft Exchange 2007/2010 and Lync 2010 unified communications environments in a high availability deployment.

System Administrator

Confidential, San Antonio, TX

  • Remedied migration problems and user connections post-migration.
  • Implement and configure virtualization technology (vSphere)
  • Maintained and provided complete documentation of migration effort and provided knowledge transfer.
  • Utilizing PowerShell (PS) created automated tasks to provide reports and automatically update user attributes
  • Provide 1/2 support for users and back end server operations.
  • Provided end-to-end user and environment support and remediation.
  • Set up mail forwarding and send as permissions on mailboxes as needed.
  • Initiated mailbox cleanups and database reclaims with maintenance windows.
  • Created distribution groups, shared mailboxes, and room mailboxes for company use.
  • Troubleshoot external and internal connection to Exchange server mailboxes and resources.
  • Responsible for applying patches and updates to Exchange servers and testing after application.
  • Tested Lync front end services with synthetic transactions and service assessment.
  • Updated user information within the GAL, modified SMTP addresses, and assigned delegation of permissions.
  • Troubleshoot connection of Lync clients to backend services and configured company conferences.
  • Configured interoperability between Exchange and Lync servers.
  • Remote Global enterprise IT support
  • Configure: Routers, Modems, VPN, Thin Client
  • Email configurations Outlook 2007/2010
  • Configured Cisco support software/VOIP/VPN phones
  • SCCM 2012/ Windows 7 Migrations
  • Software Symantec Management deployment

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