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Sr Messaging And Mobility Analyst Resume

AREAS OF STRENGTH INCLUDE:

  • Technical Documentation
  • Troubleshooting Skills
  • Network Communications
  • Help Desk Management System
  • User Account Management
  • Onsite & Remote User Support
  • Trouble Ticket Resolution
  • Web - based Concepts
  • Software Implementations

TECHNOLOGY PROFILE:

  • Microsoft Exchange 2010, 2013, 2016
  • Windows Server 2008, 2012, 2016
  • Office365
  • Remedy and ServiceNow ticketing systems
  • Active Directory/Active Roles Console
  • Windows XP / 7 / 8 / 8.1 / 10
  • Microsoft Word, Excel, Access, PowerPoint, Outlook
  • AS/400
  • VMWare
  • HL7
  • SCCM
  • Group Policy
  • Powershell/ Exchange Powershell
  • ITIL Foundations
  • RightFax E-Faxing
  • PMP

PROFESSIONAL EXPERIENCE:

Sr Messaging and Mobility Analyst

Confidential

Responsibilities:

  • Create and manage user accounts in Active Directory within an enterprise setting.
  • Troubleshoot network and server issues, and support, install, and configure Microsoft Exchange Server 2010, 2013, and Office 365.
  • Proactively monitor spam, malware, and bulk mail with Proofpoint.
  • Provide support of Mobile devices using MobileIron
  • Migration of approximately 2000 mailboxes from Exchange 2010 to O365
  • Support entire Office 365 suite, including Exchange online and Skype for Business

Microsoft Exchange Administrator

Confidential

Responsibilities:

  • Create and manage user accounts in Active Directory within an enterprise setting. Troubleshoot network and server issues, and support, install, and configure Microsoft Exchange Server 2010, 2013, and Office 365.
  • Proactively monitor, test, collect and analyze system performance statistical data to improve quality of messaging services. Provide messaging system management support for event identification, event correlation, event escalation and event recovery as related to messaging infrastructures.
  • Proactively monitor and maintain server environment with Microsoft Server 2008r2, 2012, and 2016.
  • Proactively monitor spam, malware, and bulk mail with Proofpoint.

Associate Messaging Engineer

Confidential

Responsibilities:

  • Create and manage user accounts in Active Directory within an enterprise setting.
  • Troubleshoot network and server issues, and support, install, and configure Microsoft Exchange Server .
  • Design and manage company-wide capacity planning, engineering design, and redundancy to insure a stable and technically sound messaging infrastructure. Design, implement, and engineer system security standards, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies.
  • Proactively monitor, test, collect and analyze system performance statistical data to improve quality of messaging services. Provide messaging system management support for event identification, event correlation, event escalation and event recovery as related to messaging infrastructures.
  • Proactively monitor and maintain server environment with Microsoft Server 2008r2, 2012, and 2016.

Senior Service Desk Analyst

Confidential

Responsibilities:

  • Create and manage user accounts in Active Directory within an enterprise setting.
  • Troubleshoot network and server issues, and support, install, and configure a wide range of healthcare applications such as AS/400, Medhost, Cerner and various McKesson products.
  • Identify trends in incidents and assisting in identifying teams involved for root cause analysis.
  • Sole agent on shift responsible for creating and leading conference calls with multiple teams in order to solve critical outages. Would lead calls with as many as 5 teams and multiple members of management, as well as VP and C level personnel.
  • Supervise up to 12 service desk agents, including leading meetings, coaching, and training. Coordinate and accept escalations, and coordinate with other teams, team leads, and managers. Present process improvements and metric creation to directors, and management up to and including C-level management.
  • Assist in determining SLA levels, and assisted management in implementing metrics for the service desk.

Desktop Support Technician

Confidential

Responsibilities:

  • Created and maintained user accounts in Active Directory within an enterprise setting. Installed, configured, deployed and maintained desktop/laptop computers, handheld devices, printers, faxes and scanners, interacting with numerous platforms in a multi-layered client server environment.
  • Ensure desktop computer connection with diverse systems, including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  • Worked with the remedy ticketing system, tracking issues from open ticket to resolution. Performed onsite and remote updates of hardware and software, and trained staff on hardware and software use.
  • Managed 3 analyst and oversaw project schedules and engagements using best practices against project plans. Monitored deliverables during the project lifecycle, and presented written and verbal milestones.
  • Managed multiple projects to successful completion. Developed and maintained project documentation, and entered client events into project management software for tracking, billing, and cost calculations.

Consumer Sales Representative

Confidential

Responsibilities:

  • Responded to inbound calls from customers wishing to purchase personal computers. Served as the lead Product Advocate for the entire sales site, with responsibility for monitoring and training 15 team members in new technologies and sales techniques for existing and new technologies.
  • Measured on performance with a monthly quota which included total sales as well as upgrades, margin, accessories and service. Frequently exceeded 125% of monthly quota in all categories.
  • Established effective relationships with customers and internal partners. Maintained product knowledge in order to recommend the best customer options based upon the use of consultative methodologies.
  • Ensured consistency in customer communications by executing the company’s standard procedures for quality control, and applying a customer-centered approach to every customer interaction.

Database Analyst

Confidential

Responsibilities:

  • Serviced car dealer websites, performing inventory management and data analysis, and troubleshooting websites, databases, and data feeds (including .csv and .txt data files). Utilized MS Access and MySQL.
  • Analyzed database statistics and recommended appropriate changes when required. Performed database backup recovery processes, identified and resolved all problems, and ensured appropriate tracking.
  • Conducted full lifecycle activities to include requirements analysis and design, and development of reporting capabilities. Monitored performance and quality control plans to identify improvements.

Area Manager

Confidential

Responsibilities:

  • Operated all area retail stores and kiosks selling wireless devices and phones inside Sam's Club. Oversaw all inventory, merchandizing and ordering processes, and prepared daily, weekly, and monthly sales reports.
  • Supervised 16 direct reports, coordinating the interview, hiring, and training processes for employees in Nashville, TN. Visited each kiosk regularly; increasing sales by 23% and profit margin by 17%.

Customer Service Executive Desk Agent

Confidential

Responsibilities:

  • Responded to escalated calls from members with issues related to travel arrangements booked through Confidential . Determined the root cause of concerns and initiated corrective actions for resolution. Worked daily with the Sabre and Apollo computer systems.
  • Directly supervised up to 12 team members and provided management representation to members. Utilized Sabre and Apollo computer software applications to process customer requests/interactions.

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