SUMMARY:

Skilled and reliable IT professional with proficiencies in large - scale project management and intricate IT systems and networking. Expertise in implementing, administrating, and troubleshooting Confidential Office 365 cloud and hybrid deployments. Expert SharePoint Administrator. Experienced in implementing and managing network configurations. Capable of working in a variety of roles including Systems Architect, Systems Administrator, Network Administrator and Help Desk Manager. Able to adapt and learn to effectively fill any role in which placed.

SKILL:

• Technical Proficiencies:

• Office 365 implementation and administration
• Confidential Dynamics CRM/365 administration and management
• Mac OSX
• Red Hat Linux
• Ubuntu Linux
• Windows XP/Vista/7/8 operating systems
• Windows Server 2003, 2008(RT), 2012(RT), 2016
• Active Directory
• DNS, DHCP, LAN, WAN, TCP/IP administration
• Extensive computer/network/server configuration and troubleshooting knowledge (Exchange Management Console, Active Directory, Citrix Remote Access, Terminal Server, etc.)
• Python & C# programming languages
• AWS cloud infrastructure and domain services
• Azure cloud infrastructure and domain services
• Configuring network devices: routers, switches, firewalls, Cisco, Dell, HP, Juniper, Fortinet
• Confidential SharePoint (O365)
• Remote Desktop software: LogMeIn, TeamViewer, Mikogo, Windows Remote Desktop Connection (RDP)
• Forticlient VPN, IPsecuritas VPN, Cisco VPN setup and configuration
• ConnectWise helpdesk ticketing software
• Kaseya remote monitoring software
• Confidential Office programs (Word, Excel, PowerPoint, Access, Outlook, etc.); Strong knowledge of Confidential Project
• Adobe Acrobat and Adobe Photoshop
• Printer troubleshooting
• Multimedia installation and configuration (televisions, projectors, smartphones, telephones, cameras, etc.)

• Strong management and administration skills: proficient in managing large-scale projects, utilizing established time and resources to efficiently plan, adjust, and execute projects
• Project Management Proficiencies:
• Methodologies: Adaptive Project Framework, Information Technology Infrastructure Library
• Experienced supervisor: able to effectively organize, manage, and develop project teams in order to attain high levels of productivity
• Excellent oral and written communication skills: experience collaborating with senior level administrators and executives
• Strong clerical and administrative skills; Sound accounting and analytical skills

PROFESSIONAL IT AND SYTEMS EXPERIENCE:

Office 365 Concierge Queue Manager

Confidential

Responsibilities:

• Manage Team of 10-15 Office 365 Concierge Ambassadors
• Coach Office 365 Concierge Ambassadors on achieving program-set performance goals
• Monitor case-load and ticket management process of Office 365 Concierge Ambassadors throughout the day
• Manage Dynamics CRM/365 inbound cases and route to capable ambassadors
• Review closed and open cases with Office 365 Concierge Ambassadors to ensure correct ticket management
• Assist Office 365 Concierge Ambassadors troubleshoot difficult cases
• Function as subject-matter expert and next-level support for specific Office 365 Exchange Online, Skype for Business Online, SharePoint Online, and Dynamics CRM/365
• Guide team to reach monthly performance goals set by upper management

Office 365 Concierge Ambassador

Confidential

Responsibilities:

• Lead small, medium and enterprise business customers through the onboarding process for Confidential Office 365
• Plan, Setup, and Configure Office 365 tenants for Confidential customers
• Provide customer support for the entire Office 365 tenant; including admin, security and compliance, and end user issues
• Assist customers with setting up and troubleshooting Confidential Dynamics CRM/365 deployments
• Configure Exchange Online, SharePoint Online, and Skype for Business Online deployments for end users and admins
• Guide new customers through full email migrations to Office 365 (Exchange, SharePoint, and Skype)
• Plan, deploy, and configure ADFS deployments for customers; including setting up ADFS servers
• Guide customers through Azure Active Directory Connect configuration and administration
• Provide onboarding support to Office 365 services including Exchange Online, One Drive for Business, SharePoint Online, Lync Online, Office 365 Pro Plus and Yammer.
• Develop, foster and maintain effective customer relationships while driving positive customer satisfaction

Systems Support Engineer

Confidential, New York, NY

Responsibilities:

• Managed systems and network for moderately sized SMB: 60-70 users, 30+ servers
• Deployed, managed and maintained VMware virtual environment running several Windows (VMware ESXi, Windows Server 2003/2008/2012 ) and Linux (Red Hat, Ubuntu) servers
• Managed and maintained network infrastructure: Cisco devices, switches, routers, firewalls, TCP/IP, DNS, LAN/WAN, VPN, VOIP
• Configured and administered Confidential SharePoint intranet implementation (SharePoint 2013)
• Installed, configured, and managed SAN (Storage Area Network)
• Configured and managed Amazon Web Services (AWS) account for cloud computing and domain services
• Functioned as sole source of IT support
• Proposed, executed and implemented network and system projects (i.e. MS Office 365 Migration, New desktop and laptop deployment)
• Managed business mobile devices and accounts (Android and iOS)
• Was responsible for all systems-related quotes and purchases

Remote Support Analyst

Confidential, New York, NY

Responsibilities:

• Provided remote and onsite help desk support for 150+ client companies
• Functioned as tier-2 support providing assistance with Linux servers and desktops, Confidential Windows Server 2003/2008/2012 , Windows XP/Vista/7/8, Mac OSX, Citrix Receiver/Xen App, Windows Remote Desktop, Confidential Office 365, Forticlient VPN, and many other software platforms and third-party applications
• Provided support for mobile platforms Android, iOS, Windows RT
• Worked with support team to triage phone queue (150+ calls/day) and email requests (200+ emails/day) from large client base
• Supported machines, mobile devices, and 3rd party software for law firms, hedge funds, private equity firms, technology companies, clothing manufacturers, restaurants, schools, and various other types of businesses.
• Provided a friendly and comfortable customer service experience for clients in need of support

Desktop/Network Support Associate

Confidential, Glen Rock, NJ

Responsibilities:

• Provided desktop support to office staff for Windows XP/7/8, Windows Server 2008/2012, Confidential Exchange Server, Confidential Outlook
• Re-configure upgrade, and maintain office network
• Configured and managed Cisco network infrastructure: Routers and Switches
• Managed and maintained windows and linux servers
• Managed all users’ email via Exchange 2008 R2
• Installed necessary software and updates to all network devices
• Functioned as internal IT customer service for staff
• Troubleshoot and repair problems with LAN, PC, laptop, printers, phones and other network devices
• Trained office staff in various IT applications and software when necessary

Confidential, Ridgewood, NJ

Volunteer Network Technician/Administrator

Responsibilities:

• Build and maintain server and network system for main church and 40+ branches
• Manage LAN and WLAN with several Cisco managed switches and routers; Used CLI with Cisco IOS to configure network devices
• Function as helpdesk phone and email support for satellite and long distance church branches; Used LogMeIn remote desktop software to troubleshoot several end-user issues
• Manage and maintain Windows server environment including physical and virtual servers
• Configure and manage Confidential Office 365 account for organization email
• Configure secure FTP domain to allow for consistent updates to local and distant church branches
• Work nights and weekends to perform upgrades during scheduled system downtime

Project Manager

Confidential, Glen Rock, NJ

Responsibilities:

• Oversaw acquisition, progression, and completion of electrical and construction contracts and projects
• Implemented Adaptive Project Framework methodology to maximize efficiency and minimize loss in projects
• Negotiated payment for commercial and residential contracts based on estimated man-hours, materials, and degree of difficulty
• Created, managed, and maintained several databases and spreadsheets to track productivity and efficiency in completing contracts
• Generated detailed reports on project efficiency based on project management methodologies, profit/loss ratio of projects, and budget inconsistencies
• Monitored time and funds spent completing contracts; analyzed data and presented to team in bi-monthly meeting to increase work efficiency