SUMMARY

• IT professional wif notable success implementing a broad range of IT security initiatives while providing solutions in support of business objectives and desktop support via phone and email and field.

TECHNICAL SKILLS

Platforms: Windows /7/8/10, Mac OS

Projects: Skype for Business/L ync/O365 rollout, Vpn and Network Setup, Backup Solutions and system configurations. Audio Visual Setup via Life - size, Polycom. Windows 10 rollout and deployment.

Tools: and Software LAN Manager, McAfee/Norton, Lotus Notes, Microsoft Office Suite, SAP, Remedy, Adobe Suite, Citrix, Novell, Avaya, Mainframe, Dos, Microsoft Lync, LogMeIn, Sys-aid, Shore Tel Sky, Office365, Service-Now, SharePoint, Any Connect, System watch, Hitachi ID Management, Salesforce, WebSeats, Hyena, RDP, Citrix, Sophos Vpn clients and Sophos Antivirus, Next-Gen, Sage, Jonas, Authlite, Equitrac, Tops, Adg telecom, AWS, Azure, Hyper - V, ServiceNow

PROFESSIONAL EXPERIENCE

Confidential, AZ

Desktop Engineer

Responsibilities:

• O365 Admin for small office working via COVID to remote and in person support of database and end user training.
• Upgrade Multi-line phone system to VoIP including setup and configuration of office systems
• Upgrading and installing network wiring and equipment to increase data speeds and office productivity.
• Provide technical support for Office 365 platform
• Service Health monitoring using MS 365 console and actively respond based on system alerts and notifications
• Test, troubleshoot and work independently to resolve both customer issues and systemic problems
• Analyze, troubleshoot, and deliver Microsoft cloud solutions on Azure and Office 365 platforms
• Work wif end-users to trouble-shoots, diagnose and resolve issues. Provide your technical expertise in finding root cause
• Service Now ticket management system ensures proper ticket origination, delegation of task to appropriate resources.
• Migrating 4,000 employees across three sites from 2013 exchange to O365.
• Staff Management address performance issues, monitor lab work and Keep pace on ticket queues and workload.
• Manage O365 transition for Multiple clients and Assisted wif setup and end user support and education.
• Map process flow and client management of backup solutions and high priority issues maintained a healthy relationship as point of contact for all client facing issues.
• Process development for workforce flow and adaptation of new processes and tools, end of month report preparation, delegate engineering task related to projects as follow up or assistance.
• ServiceNow Glide Record to Query Tables and database such as Insert, Delete, Update.
• Active Directory Create, Manage, edit accounts assigned access to groups and folders.

Office 365 Technician

Confidential, AZ

Responsibilities:

• Remote and Desktop support for enterprise-wide Office 365 migration (including Exchange Online, Skype for Business, Single sign-on, and SharePoint)
• Provide Tier 2 and 3 support for internal end users and special projects
• Daily communication wif internal executives and business units
• PC Imaging, hardware repair, network LAN troubleshooting
• Active directory and Sccm tools to manage support of end-users and access.
• Delegating E licenses in O365 Dashboard.
• Decommission servers after O365 migration, follow-up wif end users for additional in person support.
• Mobile Support of Business devices for email access and meeting access.

Senior Help Desk Tech

Confidential Chicago, IL

Responsibilities:

• Manage and support user mobile applications via Air watch and Touchdown
• Provided technical support and solved teh basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Administers user accounts, passwords, and privileges/rights as assigned and directed by system administrators and security protocols.
• 0365 and Skype for Business deployment and end user support
• Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
• Support of ServiceNow to dedicated Hr. Department and Software team, provided end user education and process changes.
• Support for all IOS devices and operating systems
• AWS and Azure Support and implementation
• VMware support for Onsite Call Centers
• Active directory and Sccm
• Provided timely and accurate response to customer questions and concerns
• C level executive supportive for Skype for business
• Support, deployment and end user education wif 0365
• Worked in fast paced environment wif strict time deadlines
• Provided timely and accurate responses for incident handling, incident response, and escalation management in a 24 ×7 operational environment
• Active Directory and SCCM

IT Business Analyst/ Pricing SAP

Confidential, IL

Responsibilities:

• Support teh business in teh execution of SAP and SD Pricing functionality as currently configured
• Provide direction to teh business regarding new technologies available and potential application of these technologies
• Work wif IT staff to develop system test cases that will validate any new process or system Participate in user acceptance testing
• Provided a full range of customer support services and advanced troubleshooting for Xfinity high-speed internet, Xfinity digital voice, and computer pc issues such as browser, webpage, connectivity, firewall, router, and hub problems
• Informed customers of pricing alternatives and provided porting issue solutions. In addition, I also scheduled technical service calls and escalation repair
• Demonstrated product noledge by assisting customers wif additional features and benefits of their existing products and services to ensure teh full Xfinity experience