SUMMARY:

• Multiple public cloud interfaces (i.e. Amazon Web Services, Azure)
• Scripting languages (i.e. PowerShell, Ruby, Perl)
• Cloud & SaaS, PaaS, Platforms
• Office 365 Administration
• System Security, Backup and Recovery
• Server Administration and Repair
• Mixed - Platform Environments
• Technical Infrastructure (LAN/WAN/VPN/NOC)
• Exchange Admin 2016/2013
• Azure AD
• Migration: Hybrid, IMAP, POP
• ADFS
• Dynamics 365
• Yammer
• Power Apps
• Licensing
• LAMP and LAMR Deployments
• Programming and Scripting
• Workstation Installation/Configuration
• Open-Source Tools
• User and Support
• Mail Transport (POP/IMAP/SMPT)
• Active Directory
• Automation tools (i.e. Chef, Puppet)
• Architectural Experience: Python, Ruby on Rails
• SharePoint/One Drive
• Active Directory
• Mobile Device Mgmt
• Skype for Business
• Security & Compliance (HIPPA)
• Intune
• Admin Portal

TECHNICAL SKILLS:

Technology and Tools: EC2, EBS, S3, RDS, AMI, ElastiCache, Elastic BeanStalk, Route 53, Auto Scaling, VPC, CloudFrontJ2EE Platforms: JBoss, Tomcat, WebLogic, Aqua Logic, WebSphere, Java JDK 7, Apache2, PHP5 and MemcachedRed Hat Enterprise Linux, Suse, Linix Server, Ubuntu, Mac OS X Yosemite, Windows 8.1/7 Professional, Novell NetWareCisco IOS v. 12, OS/2, UNIX, Citrix Client, Internet Explorer, IntranetMicrosoft Office 365, Lync, OneDrive, SharePoint, MS Project, Visio, Microsoft.NetMicrosoft Office 2016, Outlook 2016, Lotus Notes, Entourage mail, Exchange Sever, GroupWise 6.5MySQL, C++, Perl, Python, Bourne, VMware vSphere; WebSphere; RumbaSymantec Antivirus, Bitdefender, Microsoft Security Essentials, Avast, AVG, PC Tools Firewall, Sygate Personal Firewall ProPhotoshop, Illustrator, Adobe Suite X, CTI, Avaya IP Telephony Administration, Avaya Server, Intuity Audix Voice Mail, Sonexis Conference Bridge, WebCT, SAS, SPSS, Sigma Plot, Track It, Practice Partner, EMS, VoIP, XP Mode, ManagementAndroid; TCP/IP; DNS; DHCP; WINS; SMTP; NFS; VMware vSphere; WebSphere; Rumba; basic configuration of Cisco routers, hubs and switchesAvira AntiVir, Symantec Antivirus, Bitdefender, Microsoft Security Essentials, Avast, AVG, PC Tools Firewall, Sygate Personal Firewall Pro, Comodo Internet Security, BMC Asset Core Client, KRONOS

PROFESSIONAL EXPERIENCE:

Confidential, Seattle WA

Level 3 Office 365 Onboarding Concierge PQM (Primary Que Mgr.)

Responsibilities:

• Validate and verify all team is on deck at their scheduled time and document and report to Leads of any gaps.
• Monitor/Validate call queue activity throughout the teams shift (Rave, IVR), to support Microsoft customers.
• Schedule and lead a daily hive meeting for shift- New releases, any new policy procedures, assign any tickets as needed volume trends.
• Provide positive feedback and set productivity expectations with agents when received from customers.
• Configured Exchange Online and Skype for Business Online for end users
• Planned/Setup/Configured Office 365 tenant accounts installing ProPlus for pc and mac
• Assisted with the setup of tenants for small to medium sized businesses
• Provide support for SMB customers with the goal of solving the issue in the first call.
• Provide onboarding support to Office 365 services including Exchange Online, One Drive for Business, SharePoint Online, Lync Online, Office 365 Pro Plus and Yammer.
• Provided 3rd level support of Email Migrations (IMap,CutOver, Staged, and Hybrid).
• Setup configured Azure AD sync from
• Configured Custom Domains and DNS Zones to Office 365 environment
• Prepared/Configured On-Premis active directory server for DirSync
• Managed Active Directory Users and Groups with AD Sync
• Planned/Deployed/Configured ADFS multi-factor authentication
• Provide support for ADFS servers
• Provisioned SharePoint Sites for end users
• Monitor agents to ensure they are online and working cases.
• Provide each agent with their individual case count stats so they know how they stand in comparison to expectations
• Investigate cx complaints against agents.
• Coach agents on accepted processes and policies with regards to the concierge service.

Confidential, Riverdale, GA

Office 365 Migration Administrator

Responsibilities:

• Provide support for mobile email configuration
• Mobile Office Installation Configuration (App Stores) Outlook - OWA, SharePoint, Lync, Excel, WordPersonal OneDrive
• Provide support for OneDrive for Business Shared for Everyone
• Provide support for SharePoint folder, Lync Desktop configuration, Lync Mobile configuration
• Install/Configure Parallels and Windows 8 User Experience (Modal, Coherent, Traditional)
• Perform Email Synchronization from Previous Email - Assist Migrating (Contacts, Tasks, Notes)
• Provide Email Group Creation to match existing Email Groups
• Perform Printer Configuration (Drivers, Scan to Internet, Scan to Email)
• Perform 3rd Party installations (Abode, CRM, ERP, and File Synchronization Migration from Dropbox, Box, and other Cloud Back-ups)
• Install/Configure Operating System Procurement and Licensing Deploy Device and Workstation Management (Windows Intune)
• Perform Password Management, Password Reset, Branded Portal
• Configure SMTP for External email support e.g. Notification Services
• Create/Configure Security and Group management
• Perform Technical Support point of Contact and Service Outage Awareness
• Handled day to day troubleshooting of computer workstations and printers
• Perform system hardware repairs.
• Perform basic diagnostic testing of all PC equipment and laptops
• Installing/Configuring software packages on personal computers and laptop
• Updating System BIOS and Re-Imaging system with Windows XP Image utilizing ghost software.
• Wipe clean existing hard drive by using the format utility in startup diskette.
• Create and manage a backup plan for critical SharePoint data.
• Guide and help other SharePoint Admin team members as needed
• Work with developers to deploy custom applications and solutions to production and pre-production environments.
• Performed Office SharePoint upgrade to Office 365/SharePoint 2013, including Lync, One drive.

Confidential, Atlanta, GA

Desktop Support III/Field Services Technician

Responsibilities:

• Provide second and third level support for end - users desktop and problem resolution for all MSM standard hardware, software and application problems
• Act as a liaison between employees, faculty, and students to assure accurate problem interpretation
• Perform advance troubleshooting skills to resolve complex technical issues on all levels of support
• Communicate effectively with business unit colleagues, clients, and technology team members in support of SharePoint environment planning, deployment, and operational support.
• Provide on-call support for SharePoint in rotation with other team members.
• Create and manage a backup plan for critical SharePoint data.
• Guide and help other SharePoint Admin team members as needed
• Perform Asset discovery and inventory, OS and application deployment, Remote control, Migration management using BMC Asset Core client.
• Performed Office SharePoint upgrade to Office 365/SharePoint 2013, including Lync, One drive.
• Perform telephony and PC configuration, setups, moves, changes, and installations of desktop hardware and software
• Perform troubleshooting of network, VOIP, and digital telephony systems
• Perform troubleshooting and provide on network application for the LAN, Wlan, Vlans
• Provide onsite desktop support and over the phone support of electronic classrooms & campus labs
• Installing/Configuring software packages on personal computers and laptop
• Updating System BIOS and Re-Imaging system with Windows 7 Image utilizing ghost software.
• Deploy new workstations and other equipment with standard image and related configuration instructions
• Create mailboxes, reset user accounts and maintain A.D. accounts on a weekly basis
• Proficient with PC hardware and network client applications.
• Diagnosis malfunctions of systems, databases, network and a variety of equipment for the purpose of identifying needed repairs and/or ensuring equipment is in proper working order.
• Installs a wide variety of equipment, upgrades, patches, and enhancements for the purpose of maintaining overall site operations.
• Maintained manual and electronic documents, files and records for the purpose of documenting activities, using SharePoint 2013.
• Manages assigned projects and program components (e.g. telecom system design, installation, and repair; parts and equipment inventory, etc.)
• Created/Prepared written materials (e.g. status reports, instructions, user guides, etc.) for the purpose of documenting activities via SharePoint.

Confidential, Atlanta, GA

IT Support Technician

Responsibilities:

• Provided on site desktop support and over the phone support of electronic classrooms & campus labs
• Handled day to day troubleshooting of computer workstations and printers
• Perform system hardware repairs.
• Perform basic diagnostic testing of all PC equipment and laptops
• Installing/Configuring software packages on personal computers and laptop
• Updating System BIOS and Re - Imaging system with Windows XP Image utilizing ghost software. Provided on site desktop support and over the phone support of Electronic classrooms & campus labs
• Deploy new workstations and other equipment with standard image and related configuration instructions
• Create mailboxes, reset user accounts and maintain A.D. accounts on a weekly basis
• Provide Server monitoring & maintenance
• Perform basic diagnostic testing of all PC equipment and laptops
• Perform warranty follow-up calls by per case basis
• Install PC's and related hardware on all OS platforms.
• Investigates hardware & software problems remotely and physically.
• Perform system hardware repairs.
• Proficient with PC hardware and network client applications.
• Perform basic diagnostic testing of all PC equipment.

Confidential, Morristown, New Jersey

Level II IT Support Technician

Responsibilities:

• Install PC's and related hardware on all OS platforms.
• Investigates hardware & software problems remotely and physically.
• Perform system hardware repairs.
• Proficient with PC hardware and network client applications.
• Perform basic diagnostic testing of all PC equipment.
• Provide maintenance of networkprinters to make sure all are up and running at all times
• Handle Desktop, and Laptop problems.
• Troubleshoot Avaya Phone problems by consulting the Telecom Team.
• Support Voice Print Software, Web Client and CMS Supervisor by consulting the Telecom Team.
• Provide daily maintenance of internal computer systems.
• Resolve Horizon, Apropos and Outlook related issues.
• Resolve Windows related issues, Internet Explorer issues and other PC software related issues.
• Installs software and informs licensing requirements to his supervisor.
• Deploy new workstations and other equipment (headsets, etc.) as per Confidential standard image and related configuration instructions
• Keep the Server Room clean and maintained accordingly.
• Able to work with minor supervision.
• Perform installation and configuration of Routers and Switches
• Create mailboxes, reset user accounts and maintain A.D. accounts on a weekly basis
• Provide Server monitoring & maintenance
• Assist with hardware repairs on servers, tape backup units, network switches and routers
• Perform basic diagnostic testing of all PC equipment and laptops
• Perform warranty follow - up calls by per case basis

Confidential, Belvedere, New Jersey

Windows XP Migration Specialist/Refresh Project Desktop Engineer

Responsibilities:

• Verifying/Backing up user s data Personal and Business Data (Outlook settings, E - mail, Printers).
• Updating System BIOS and Re-Imaging system with Windows XP Image utilizing ghost software.
• Restoring user s data, printers, and configuring the computers name joining system to the domain.
• Installing/Configuring software packages not included on base image.
• Responsible for the maintenance of local and network PCs, Printers, and other peripherals devices.
• Responsible for the setup of all the new PC s, monitors and compiling a list of asset tag numbers.
• Wipe clean existing hard drive by using the format utility in startup diskette.
• Install/Uninstall desktop and laptop computers to add to the existing networking environment.

Confidential, Newark, New Jersey

Computer Instructor/Desktop Support/Hardware Support

Responsibilities:

• Instructed Microsoft Office suite and The Introduction to personal computers courses that required meeting different learning modes of individuals.
• Salvage/Repaired of personal computers, servers, printers, and network devices, and other peripherals.
• Provided on site Desktop support to employees.
• Provided Social services to children and adults.

Confidential, New York, New York

Desktop Support Specialist

Responsibilities:

• Verifying/Backing up user s data Personal and Business Data (Outlook settings, E - mail, Printers).
• Updating System BIOS and Re-Imaging system with Windows 2000 Image utilizing Ghost software.
• Restoring user s data, printers, and configuring the computers name joining system to the domain.
• Installing/Configuring software packages not included on base image
• Responsible for the maintenance of local and network PCs, Macintosh computers, Printers, and other peripherals devices
• Responsible for establishing and verifying network connectivity to PC s and Macintosh computers.

Confidential, New York, New York

PC/Network Support Intern

Responsibilities:

• Assisted in the Installation/Configuration of Cisco routers and Catalyst switches.
• Performed the configuration of IP addresses, subnet mask, and default gateway on catalyst switches.
• Setup the serial connections for the cabling of routers.
• Installed network category 5 wiring in schools classrooms.

Confidential, Springfield, New Jersey

User Support Technician

Responsibilities:

• Provided on site desktop support and over the phone support of
• Windows based applications including Microsoft Office Suite and Proprietary software packages
• Responsible for Maintaining File and Print, Applications, and Exchange Servers
• Created, Managed, Users Accounts and Groups

Confidential, New York, New York

External Customer Support Technician

Responsibilities:

• Provided over the phone support of windows based applications including Microsoft Office Suite and proprietary software packages.
• Responsible for Helpdesk support for internal/external customers and employees networked and standalone users.

Confidential, East Orange, New Jersey

Help Desk Technician (Volunteer)

Responsibilities:

• Provided over the phone support of windows based applications including Microsoft Office Suite and proprietary software packages
• Handled day to day troubleshooting of computer workstations and printers