TECHNICAL SKILLS

Software: MS Office Suites - O365, Outlook - 2016, 2013, 2010, 2007, Log Me In Rescue, Remote Desktop, Citrix, TeamViewer, and Active Directory - 2008, 2010, and 2012. Internet Explorer 8 -11, Cisco Web ex and Confidential vpn, Lotus Notes 5-8 versions, Junos, Juniper, RadiusNT, Dameware, Cloud Sync, Aventail, Sybase iAnywhere Afaria, Nexgen, Salestrak, Net Meeting, Altiris. ATT, Confidential Push to talk, Airclic, Maildroid, Eschat, Sametime 8.5, 9, Team viewer 9, 10, VMWare, Confidential Lync.

Servers: Windows - 2012, 2008, 2007, 2003, Exchange - 2010 and 2012, Blackberry Enterprise Server 4.1-10 client and web based versions.

Networking: TCP-IP

Switches and VOIP systems: Cisco, Definity G3 - 5ESS PBX and Merlin Legend key switches, voice mail platforms - Octel Aria 250, Serenade 200, and Intuity Audix, and Sys List 9.0.

TICKETING SYSTEMS: MSSolve - 2.7, Service Now - 8.0, Parature - 10, Remedy web and client base, Clarify, AT & T Vantive 8.0 and 8.5, Call Management Interface system web based.

Databases: Siebel, Proprietary IS3 and IS3E, SAP, Admin, SQL, and Pro Comm.

Hardware: Dell, Macintosh, IBM, Hewlett Packard, Toshiba, Xerox, and Windows PC - 32 and 64 bit, laptops, tablets, and printers. Handhelds - Intermec CN 3, 50s and 70s, Motorola 50, 70, 75, I365, and Nextel I615.

Desktop Operating Systems: Macintosh - Sierra OS X 10.12 and Windows 7, 8.1, and 10.

Mobile Device Management Software tools: Airwatch, Good Technology, Confidential Intune, Mobile Iron, SOTI, Tangoe and Confidential Mobile Workforce - Connect manager.

Mobile Operating Systems - Device Platforms: Apple Iphone 5 - 7 IOS versions 10.3.x, Ipads 2, 3, 4 generations, Android OS 4.x - 7.0 - HTC-6.5, Pixel, and Samsung. Google - Gmail, Google apps, Windows Mobile OS 5.x - 8.x ruggedized handhelds, Windows mobile phones OS 8x – 10x, and RIM Blackberry OS 5.x and up PDAs - devices.

PROFESSIONAL EXPERIENCE

Confidential

Software Support Engineer

Responsibilities:

• Tier 2 mobility software support escalation for Enterprise Confidential Professional clientele that consists of Technical Support Specialists levels 2 – 3 and third party business consultants by phone and email contact throughout the US and internationally.
• Assists, troubleshoots, reproduces, quality test, manages, provisions, installs, setups, configures, enrolls and deploys across multiple systems including Intune, Azure, O365, Exchange, and System Center Configuration Manager processing lifecycle components of MDM – Mobile Device Management, MAM – Mobile application Management, MEM – Mobile Email Management, Macintosh, and Windows computer management transactions.
• Performs, adds, moves, and deletes transactions across all Iphones, Ipads, Androids, mobile device platforms. Both MAC OS X and Windows computers regarding corporate issued and BYOD owned devices, PCs, and laptops.
• Administers and setup configuration, compliance, conditional access, and application policies during the enrollment process of the devices in the Intune, Azure AD, and System Center Configuration manager consoles and portals.
• Activates, uploads, and installs both enterprise applications and proprietary software that consists of the Confidential Office Suite – Word, Excel, Powerpoint, Skype, One Note and Outlook 2013 - 2016. Proprietary software developed internally or in-house by the Confidential technical customers.
• Creates and syncs both native email client and outlook web based account profiles in the O365 portal and Exchange admin centers utilizing Exchange Active sync and Active Directory.
• Assigns, adds, and issues user, group, and product license accounts within the O365 portal.
• Resets MDM O365, Intune, and SCCM authorities that determined how devices are managed.
• Programs, configures, and setup device enrollment tokens, Apple push certificates, wi-fi and virtual private networks profiles across the multiple systems intune, Azure AD, and System Center Configuration manager.
• Unlocks passwords and passcodes on all device platforms.
• Enrolls multiple device platforms through the Confidential Intune company portal application checking for the device compliance statuses and issues.
• Debugs both company portal and Intune collection logs across the mobile device platforms.
• Performs and run powershell scripts for Windows 7, 8.1, and 10 PCs and laptops.
• Remotes into the Dell computers utilizing both Log Me In Rescue and Skype assistance to troubleshoot and resolve on Windows 7, 8.1. and 10 OS as issue arise in the customer’s environment.
• Processes all ticket transactions in the Confidential MSSolve 2.7 ticketing system.
• Processes database researches and lookups utilizing the Viewpoint system.

Confidential

Service Desktop Mobile Device Management Technician

Responsibilities:

• Tier 2 mobility wireless via phone, in person contact support for Dean Food employees and the Service Desk Level 1 analysts within the US.
• Completed migrating 3000 Confidential employees IOS iphone and ipad mobile platform devices on 8-28-15 from Lotus Traveler to Office 365 email client.
• Enrolls, configures, product tester, applies polices to user account profiles, troubleshoots both hardware and software wireless issues that arise across multiple mobile OS and IOS platforms that include Windows ruggedized warehouse handhelds, Blackberry smartphones, Apple Iphones, Ipads, corporate-owned, BYOD – Bring your own device, Dell PCs and laptops.
• Provisions, manages, supports, product tested, installs both standardized and proprietary software utilizing the MAM - Mobile Application, MDM – Mobile Device, MEM – Mobile Email, MIM – Mobile Information management systems features onto the Mobile device platforms in the Airwatch Mobile Device Management system software tool.
• Console Administrator creates user and smart groups, email and application profiles in the Airwatch console.
• Sets up and configures Office 365 power shell, exchange active sync, native client, wi-fi, vpn, and passcode payloads in the Airwatch console.
• Created a co-existence server environment regarding directory services in the Airwatch console between both Lotus Domino and Active Directory.
• Remotes into Dell PCs and laptops utilizing the software Team viewer 9, 10 supporting, troubleshooting both hardware, software, and Windows 7 OS issues.
• Activates, performs moves, adds, changes and disconnects to end user accounts in the BES legacy, BAS, and Skynax servers.
• Set up email accounts in the BES legacy, BAS10, IBM Lotus 8.5 Traveler, and Office 365.
• Supports, troubleshoots and installs O365 applications ranging from Outlook, Skype, Yammer, One Note, Word, Excel, and Powerpoint on the IOS mobile device platforms, PCs, and laptops.
• Enables, disables, performs adds, moves, and deletes transactions to user accounts, unlocks and locks passcodes, password resets for Dean corporate and BYOD employees in LDAP, Active Directory and Active sync management.
• Programs mobile hotspots, wi-fi, cellular data, text messaging, vpn, network connection settings on ATT, Sprint, Confidential service providers phones and devices.
• Troubleshoots, supports, and resolves cellphones, pdas and aircards issues.
• Troubleshoots printers, pairing Bluetooth issues, and error messages that arise on the ruggedized Intermec CN 3 and 70 Windows mobile handhelds.
• Processes all ticket transactions through the Service Now ticketing system.

Confidential

Technical Support Specialist

Responsibilities:

• Tier 2 support via phone and email contact for Confidential employees and Helpdesk enrolling, troubleshooting, configuring, adding policies and processing wireless and wireline mobile issues that arise across multiple mobile platforms including Blackberry smartphones, Apple iphones, ipads, and Android devices, tablets, BYOD, PCs and laptops in the US.
• Installed, activated, product tested, performed moves, adds, changes, and disconnects in both the Good MDM Technology, BAS10 and BES Legacy servers.
• Set up email accounts in the BES legacy, BAS10 and Outlook 2010.
• Enabled, disabled, performed adds, moves, and deletes transactions to user accounts, unlocks and locks passcodes, password resets for Confidential corporate employees in Exchange Active Directory and Active Sync management.
• Provisions, enrolls, product tested, applies policies, and configures both standardized and proprietary software including Good for Enterprise email client, Good Access, VZmobile and IBM Sametime 9 - version 5.
• Processed both Email Messaging Services and VZ messaging tickets in the Call Management Interface web ticketing system.
• Pilot tested performing device migrations from Good Technology to Mobile Iron Mobile device management systems.

Confidential

Mobility Wireless and Technical Support Specialist

Responsibilities:

• Point of contact for Confidential internal and external employees, service providers, and third party vendors located in the US and Canada via in-person, phone, email, and voicemail correspondence requests.
• Tier 2 support for the Confidential Helpdesk Technical Assistance Center troubleshooted and resolved wireless mobile issues that arose across multiple mobile platforms including Windows Mobile handhelds, scanners, and devices, Blackberry smartphones, Apple Iphones, Ipads and Androids.
• Activated, enrolled, product tested, applied policies, installed, setup, configured, provisioned, troubleshooted, hardware and software issues that involved email, voice mail, standard and proprietary applications in reference to mobile OS and IOS versions platform systems.
• Programmed mobile hotspots, wi-fi, cellular data, text messaging, vpn, network connection settings, Push to talk, and Eschat, on ATT, Sprint, Confidential, service providers phones and devices.
• Set up email accounts on the Blackberry Enterprise server 4.1 client, 10 web based and Exchange ActiveSync server 2008.
• Enabled, performed adds, moves, and deleted transactions to user accounts, unlocked and locked passcodes, password resets for Confidential corporate employees located at headquarters and branch site locations through Active Directory and Active Sync management.
• Crossed-trained setting up adding, deleting, end users accounts into the Cisco Unified Manager system for both phone and voice mail access.
• Appointed as Technical lead on a project managing, supporting, implementing, evaluating, testing to install a Mobile Device Management software tool and BYOD for production that would meet the Confidential criteria requirements mobile environment solutions needs.
• Project migration for 130 branch site locations throughout the US; switching network to other service providers based upon site survey results regarding coverage in their areas and supporting the customized Push to Talk application on the two way radio or direct connect handhelds and smartphones.
• Collaborated with Wireless Watchdogs, a third party vendor, to replace, configure, and install a corporate email for 200 Confidential end users.
• Coordinated with project team to deploy 500 Intermec CN70 Windows mobile device handhelds to 40 Canadian branches utilizing the handhelds to scan daily arrivals and departures servicing their customers on daily routes and supported the customized Airclic applications while managing the handhelds through the MDM software tool entitled “SOTI”.