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Desktop Support Specialist Resume Profile

Technical Skills

Windows 9x/NT/2000/XP/7 Linux OS/400 Lotus Domino Server Lotus Notes 6/7/8/8.5 Lotus Quickr Lotus Sametime Blackberry Enterprise Server MS Office 2007/2010 Google Enterprise Email and Apps YellowKea Remedy WebEx Bomgar ServiceNow

Employment

Sr. Google Email Administrator Confidential

  • Provided Tier III operational support for the GSA GITGO project's Google Apps, Messaging, and Collaboration Cloud, which included server performance monitoring, and server administration tasks.
  • Other duties include: legal discovery, processing new user requests, Google group, contacts, and calendar management, reporting and tracking priority 1 calls and outages, and providing solutions for complex issues that arise in Google Apps environment and connecting programs.

Sr. Lotus Notes Support Analyst Confidential

  • As an IT contractor at U.S. Geological Survey Headquarters, served as subject matter expert for Tier I/II technicians, provided support and advanced troubleshooting of Lotus Notes 7.0.x and 8.x mail files and clients, Lotus Sametime, and Lotus Quickr on Windows XP/7, various Linux distributions, and Mac OS.
  • Documented technical solutions in Remedy knowledge management system for use by the Service Desk, and provided group training sessions requested by the USGS Customer Advisory Board.
  • Assisted customers with migrating Lotus Notes archives and contacts to DOI's new Google corporate mail system.

Systems Administrator

Confidential

  • As principal administrator of Lotus Domino mail environment, provided daily management, analysis, troubleshooting and monitoring of 2000 Lotus Notes 7.0 mail files/users on 2 Domino 7.0.3 clustered mail servers and 3 application servers.
  • Monitored critical server tasks, provided direct end-user support for escalated calls, trained Help Desk analysts on Blackberry and Lotus Notes support, and monitored Proofpoint email firewall.
  • Built Lotus Domino 7.0.3/8.0.2 servers for test environments, planned and implemented Domino server upgrades.
  • Maintained Blackberry Enterprise Server BES environment consisting of 800 end users, 5 cellular carriers, 7 handheld models, and migrated users to new BES hardware.
  • Tested and deployed applications on the BES, maintained licenses CAL's , served as support escalation point, and performed all upgrades and maintenance.
  • Monitored and maintained CA Assentor mail archiving and mailbox management system in the form of d mail queue monitoring and SQL health queries, and installed and supported Commence CRM server and software.

Desktop Support Specialist

Confidential

  • Served as first contact point for approximately 2000 users, specialized in HR and executive support, and served as Help Desk escalation point for Lotus Notes at Clark Construction Group, LLC headquarters.
  • Active Directory, Lotus Notes, and JD Edwards account creation.
  • Tested new hardware and performed quality control checks on new operating system images.

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