PROFILE:

• Highly dedicated IT Professional with Over 14 years of experience with proven success in the Information Technology field.
• Excellent oral and written skills; capable of explaining complex technical issues in an easy to understand terms
• Excellent analytical and problem - solving skills
• Exceptional customer service skills
• Ability to quickly learn and adapt to new technologies and relate concepts promptly
• Ability to employing the latest technology to improve business process, reduce expenses and increase revenue.

SKILLS:

Application Servers: Windows Servers (2008 R2, 2012R2 and 2016) Microsoft Office Suite, Office 365, MS Exchange Server, Active Directory, SharePoint and Adobe Suites.

Operating Systems: NT, Linux, Windows Platform (XP, Vista, 7, 8 and 10 )

Anti-Virus Products: Norton, McAfee, Webroot, Kaspersky

Programming Languages: XML, HTML/CSS, JavaScript, Python

Databases: Oracle, MS SQL Server, SQL Developer

Help Desk Software Systems: Microsoft Dynamics CRM, BMC Remedy, Freshdesk, PeopleSoft, ServiceNow and LogMeIn

Virtualization: VMware, Oracle Virtual Box, Virtual Computing

Computerized Maintenance Management Systems: CMMS, Maximo P6

Proficient in: LAN, WLAN, and Network Installation and monitor.

EXPERIENCE:

Confidential, Washington, DC

Senior Microsoft Solutions Specialist

Responsibilities:

• Participated in gathering and analysis of business requirements for software capabilities.
• Formulated and installed Office 365 and Active Directory functionalities for multiple clients.
• Provided technical guidance for migration, configuration and deployment of Azure and office 365 technologies...
• Suggested and implemented latest technologies and software solutions.
• Administered and supported system backup and disaster recovery processes.
• Maintained detailed technical documentation of messaging and system architecture.
• Utilized ActiveSync for configuration of mobile messaging services.
• Managed MS Exchange servers, AD applications and public folders.
• Created and maintained work products for application and data domains.
• Conducted gap analysis and generated business proposals.
• Provided technical guidance during client workshops and regional events.
• Automated and executed Office 365 procedures utilizing Windows PowerShell.
• Resolved tenancy technical issues and monitored Office 365 systems.
• Administered and supported Office 365 and MS Exchange policies.
• Active Directory Support and administration (Group Policy, Permissions and account provisions)
• Analyze, develop and communicate key onboarding process and technology improvements for office 365 Onboarding for the deployment cycle.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Strong understanding of day-to-day functionality in Office 365 services like, Skype for Business, Microsoft Teams, One Drive for Business, Exchange Online & Active Directory
• Perform technical administrative tasks daily to ensure the stability, availability and functionality in Office 365 services like, Skype for Business, Microsoft Teams, One Drive for Business, Exchange Online, Office Online & Active Directory
• Performing successfully configuration changes to the infrastructure within the defined maintenance schedules. E.g. OS and Application Patches, Roll-Ups, Upgrades, etc.
• Work closely to the Senior System specialist and other System Specialists to develop and maintain installation and configuration procedures.

Confidential, Tucson, AZ

Office 365 Support Engineer

Responsibilities:

• Assisted with the setup of tenants for small to medium-sized businesses the goal of solving the issue in the first call
• Research various client issues to provide proven solutions.
• Provide onboarding support to Office 365 services including Exchange Online, One Drive for Business, SharePoint Online, Lync Online, Office 365 ProPlus, Yammer, Teams and Skype for Business.
• Integration of Azure AD for various Azure services
• Remotely (LogMeIn Rescue) diagnostic and troubleshoot client workstations and servers.
• Remote Technical Support via inbound and outbound calls
• Planned/Setup/Configured Office 365 tenant accounts installing ProPlus for Pc and Mac.
• Provided support of Email client Migrations - IMAP, POP3, PST Cutover, Staged, and Hybrid.
• Assist the migration process from Exchange 2013 to Exchange online office 365.
• Verified custom domain ownership for small to medium-sized businesses.
• Configured Custom Domains and DNS Zones to Office 365 environment
• Implement & manage O365 services on Apple, Android devices using Microsoft Intune, Active Sync and Mobile Device Management.
• Troubleshoot and customize Office 365 applications including Word, Excel, OneNote, Skype for Business, Teams, Outlook, Yammer, PowerPoint and Microsoft Access.
• Assist Admins to prepare On-premise hybrid environment directories to sync and integrate with Azure Active Directory

Confidential, Tucson, AZ

Office 365 Migration - Project Team Lead

Responsibilities:

• Supervises the project of migrating over 25000+ systems from Windows7 to Windows10 and provide post-migration support.
• Planning, testing and implementation for migration data from on-prem to the office 365 users in hybrid implementation.
• Designed the migration process from Exchange 2010 to Exchange online testing pre-migration and post migration checklist.
• Design and deploy OnPrem AD and Azure AD integration
• Provides technical leadership to and managing team members ensuring tasks are completed on-time, recommending solutions, troubleshooting in daily operations
• Technical support in activities associated with the identification, prioritization, and resolution of reported problems
• Managing scope, coordinating key customer stakeholder participation, assessing and mitigating risks and daily report of the project progress
• Adept in communicating with the project manager and key stakeholders in assessing project needs.
• Collaborate with LAN technicians /network administrators to ensure efficient operation of company’s desktop computing environment
• Planned/Setup/Configured Office 365 tenant accounts installing ProPlus for Pc and Mac.
• Provide clients with ongoing technical support
• Install new hardware or software systems or components, ensuring integration with existing network systems.
• Performed desktop/laptop refresh and computer images
• Performed data migration (from source to target systems, backups, and disaster recovery operation

Confidential, Tucson, AZ

IT FIELD TECHNICIAN - Team Lead

Responsibilities:

• Performed field, on-site and remote technical support.
• Provided continuity of customer operations and high levels of customer satisfaction
• Inventory stock and requisition new stock.
• Technical support in activities associated with the identification, prioritization, and resolution of reported problems
• Supervise and monitoring of projects
• Troubleshoot and resolved POS hardware issues escalated from customer support and other departments in a timely manner
• Identifies and procures the hardware and software needed to satisfy users requirements
• Install and configure hardware such as Monitors, Disk drives, memory’, printers and peripherals.
• Maintain accurate and inventory of all IT equipment.
• Repairs on various OEM at various customer sites
• Prepare evaluations of software or hardware, and recommend improvements, upgrades, and Preventive Maintenance
• Provide clients with ongoing technical support
• Install new hardware or software systems or components, ensuring integration with existing network systems.
• Performed desktop/laptop refresh and computer images
• Performed data migration, backups, and disaster recovery operation
• Followed internal procedures for change management, incident management and escalation.
• Load appropriate software packages such as operating systems, networking components, and office applications.

Confidential, Las Vegas, NV

DESKTOP SUPPORT TECHNICIAN

Responsibilities:

• Answer user’s inquiries regarding computer software or hardware operation to resolve problems
• Resolved ticket incidents in BMC Remedy
• Reset password and unlock domain accounts in Active Directory
• Manage operating systems, application patching, backup applications, and antivirus software for workstations, laptops, and servers.
• Administer and support employee BYOD devices for email, VPN, and communications.
• Work with cell phone provider on setting up company phones.
• Performed Enterprise level Patch Management
• Configure security settings or access permissions for groups or individuals in Domains using Microsoft Active Directory.
• Setup and Configure Microsoft Exchange Accounts and Exchange ActiveSync and offer support for Microsoft Office suites.
• Remote Technical Support via inbound or outbound calls.
• Provide staff with ongoing technical support
• Document help desk requests and resolution

Confidential, Las Vegas, NV

PC TECHNICIAN

Responsibilities:

• Diagnose, troubleshoot, and resolve hardware, software, major OEM laptops, desktops, POS, and printers and Network Systems
• Replaced defective components such as hard drives, memory, motherboards, and patch cables.
• Build custom generic workstations to customer specifications
• Test repaired items to ensure proper operation
• Perform data backups and disaster recovery operations.
• Maintain an inventory of parts for emergency repairs.
• Recommend changes to improve systems and network configurations and determine hardware or software requirements related to such changes.
• Train clients in computer system use
• Install and configure hardware such as Monitors, Disk drives, memory’, printers and peripherals
• Installed, configured and maintained computer hardware and software in support of over 25000+ personnel.