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Office 365 Concierge Ambassador Resume

SUMMARY:

4 years of experience in Information Technology, over 5 years of experience in customer support, and over 11 years of experience in troubleshooting and problem solving. Have knowledge of Office 365, Helpdesk Administration, Active Directory Administration, Exchange Sever and Exchange Online management, Network Administration, SharePoint and OneDrive administration, Teams management, mobile device management and deployment, customer satisfaction and policy writing.

TECHNICAL SKILLS:

Operating Systems: Windows XP Professional, Vista, Windows 7, Windows 8.1, Windows 10, Apple iOS and OS X, Exchange Server, Android, iPhone, iPad, Win Mobile, DNS dashboards

Software Applications: Oracle ERP, SAP, Appworx, Microsoft Office Suite 2010, 2013, 2016 and Office 365, Azure Active Directory, Powershell, SharePoint, OneDrive for Business, Skype for Business, InTune, Rave, Parature and Auto task ticketing systems

Database Management: Microsoft Access, SQL Developer

Browsers: Internet Explorer; Firefox; Safari, Edge, Chrome

PROFESSIONAL EXPERIENCE:

Confidential

Office 365 Concierge Ambassador

Responsibilities:

  • Providing advanced technical support globally for Office 365 Business administrators in an expeditious manner
  • Troubleshooting and completing more than 50 highly complex cases per month related to all Office 365 connected features, modules, and applications
  • Performing advanced troubleshooting in Sharepoint, OneDrive, Skype for Business, Office, Exchange Server, Exchange Online, Azure AD, all versions of Windows, and many other applications connected to Office 365
  • Providing first call resolution for greater than 70% of cases, 99.98% of all rated cases resulting in a 5 star satisfaction rating
  • Maintaining ticket queue in Parature and Rave to close all pending tickets quickly while maintaining "white glove" service
  • Assisting customers with all levels of support from email domain setup, to Powershell execution for Exchange migrations while maintaining daily email and phone contact with the customer to ensure resolution
  • Utilizing LogMeIn remote access tool to launch viewing sessions with customers to walk through more difficult troubleshooting steps and to assist with PowerShell and Command Prompt commands
  • Walking customers through implementing DNS (Domain Name Server) changes involving editing, adding or removing MX, CNAME, TXT, and SRV records across multiple DNS dashboards to match Office 365 requirements
  • Walking customers through all levels of data migration from planning to execution and troubleshooting migration issues including highly complex hybrid configurations
  • Using multiple company provided tools and diagnostics (CMAT, and ViewPoint) to verify account information and Administrator identities, and to assist in troubleshooting efforts
  • Assisting customers with subscription and billing related inquiries involving processing refunds, validating non - profit status, and answering general questions
  • Regularly receiving oral and written praise from customers for being patient, highly knowledgeable, and for providing outstanding service
  • Maintaining high standards of excellence resulting in all Quality Assurance reviews being passed with perfect scores

Confidential

Oracle ERP Implementation Analyst

Responsibilities:

  • Working as part of a team providing operations and program support to implement a minimum of 400 changes per year consisting of enhancements, new features, and bug fixes across all Oracle Enterprise Resource Planning (ERP) environments often accommodating international business hours and working on weekends
  • Implementing major updates to Oracle E-Business Suite such as the conversion from Oracle version 11i to R12, Confidential Finance's Chart of Accounts project including the remediation of over 1000 test scripts for User Acceptance Testing (UAT), as well as monthly release setup activities
  • Maintaining a stable instance, ensuring greater than 99% accuracy and consistency in front-end design and environmental access controls by validating that all setups are implemented correctly and completely
  • Assisting Project Managers, Users, and Customers in meeting aggressive business objectives by providing process documentation, standards,, and guidance in accordance with Confidential ’s Fastworks Initiative
  • Maintaining expeditious response times to all Support Central Workflow requests in accordance with Confidential ’s Service Level Agreement (SLA) standards
  • Initiating setup related change requests daily using Confidential 's ticketing application (Service Now)
  • Assessing scope, impact, and risk for all requests and working with functional users to ensure all changes are fully tested, garnered the required approvals and deliverables, and proper COE (Center of Excellence) processes are followed before implementation into the Oracle Production environment
  • Improving operational processes with respect to systems development life cycle (SDLC), change and release management practices, including the implementation of a new Setup Migration Utility (ConfigSnapshot)

Confidential

Business Analyst

Responsibilities:

  • Testing, tracking, and maintaining Sarbanes Oxley (SOX) standards across multiple Confidential Transportation business applications
  • Operating as Alternate Business Internal Reviewer in reviewing and approving hundreds of Test of Design (TOD) and Test of Effectiveness (TOE) documents
  • Providing support to application owners in understanding SOX controls and practices, performing and documenting tests, and answering general and in-depth SOX related inquiries
  • Completing Quarterly Access Reviews (QARs) as a part of SOX quarterly testing standards for Operating System and Database accounts, Application accounts, and Domain Group accounts
  • Coordinating with application owners and providing guidance for producing SOX documentation (TODs and TOEs) and generating testing evidence for all quarterly and yearly reviews
  • Maintaining accurate and up to date tracking and reporting documentation throughout the completion of all SOX testing related activities

Confidential

Office 365 Migration Analyst

Responsibilities:

  • Migrating services to the Office 365 Enterprise suite for many nonprofit organizations
  • Applying technical skills and knowledge to improve operational processes by developing a method for automating email notifications tailored to each employee, informing them of the upcoming migration timetable and supplying temporary credentials
  • Walking users through configuring Office 365 and Outlook to match business needs, verifying SSL s are in place prior to cutover, and migrating data
  • Creating, maintaining, and utilizing project documentation unique to each client for every migration
  • Directly implementing DNS changes involving adding or removing MX, CNAME, TXT, and SRV records across multiple DNS dashboards to match Office 365 requirements
  • Walking users through configuring Office 365 accounts and Outlook profiles on work computers, personal computers, and mobile devices, importing and archiving data where necessary

Confidential

Technical Service Representative

Responsibilities:

  • Providing outstanding phone support by troubleshooting personal home electronic systems including TVs, DVRs, Camcorders, and Cameras
  • Consistently solving complex problems delegated by higher level technicians
  • Maintaining high survey scores for customer satisfaction due to having patience and a positive attitude when dealing with difficult customers or difficult problems
  • Maintaining excellent case documentation and notes to ensure future technicians can understand all steps taken with the customer
  • Received many “call back” s for extreme customer satisfaction in which customers called the support line just to express their appreciation for the quality of the support they were provided

Confidential

Fire Controlman

Responsibilities:

  • Operating, repairing, and maintaining the Aegis radar system, AN SPY1D/B
  • Installation, testing, and troubleshooting of highly complex electronic systems
  • Utilizing testing equipment, technical manuals, publications, schematics and diagrams while troubleshooting
  • Identifying and correcting countless faults in the Aegis Radar System’s Transmitter, Signal Processor, and Antenna arrays
  • Administering Repair Parts Petty Officer program used to order hundreds of thousands of dollars in parts, and tracking all jobs to ensure completion. All inspections were passed with no discrepancies
  • Obtaining sign off authority for personnel qualifications allowing the supervision and of junior personnel in operation, maintenance, installation, and troubleshooting of all electronic equipment in the Aegis Radar System, greatly increasing their quality of work and level of knowledge
  • Organizing and assisting in administrative tasks and frequently accomplishing tasks with no supervision

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