SUMMARY

• I have acquired valuable experience in all facets of IT operations in hardware and software troubleshooting, installations, cloud support, and security management in various IT areas, while utilizing ITIL processes. I have a unique talent for delivering highly complex technical information into terms and concepts that the end users can readily grasp.
• Furthermore, I am multi - task oriented, easily grasp new concepts, and enjoy a challenge. Continually staying abreast of the latest advancements in the IT field.
• If you are seeking an IT Certified Professional with excellent people and problem solving skills, and can easily provide optimum support to MIS or CIS operations, I am your IT Professional.
• I believe it would be mutually beneficial for us to speak and discuss the goals of your company and how my technical abilities can help you achieve those goals. You can find my contact information on my Resume.
• Thank you for your time and consideration, I look to hear from you soon.

TECHNICAL SKILLS

• Windows Server 2012 and 2012 R2 - installed and configured with Active Directory
• Active Directory - configured domain with users and computers, set permissions, perform password lockouts/resets and create/Add Users to Groups GPOs
• LDAP (NOC) - Utilized to perform various financial institutions’ access for accts, email etc…
• Remote Desktop Connection for CommandSeries CMD Manager—Restart servers
• AS400 Admin - restarting printers, password resets
• BES (Blackberry Exchange Server) - Create/Delete Users, perform Enterprise Activation
• SharePoint- Installed and configured Site Collections, Groups etch created Physician’s microsites etc...
• SharePoint Online - provide support to Company Admins of O365 Cloud Services
• MS Cloud Computing (Office 365 Online Services) Admin support (Avanade/Microsoft)
• Citrix Platform Support in XENAPP and XENDESKTOP network and web applications such as Kronos, Command Series and Trimview apps
• Hyper-V configuration and administration
• Viewpoint, SharePoint, Lotus Notes,
• Lync, OneNote, Unified Communicator, Google Apps, Anti-Virus (McAfee, Zone Alarm Security, Malware Bytes etc…)
• SAP 7.10 Console (SAP Logon) - Unlock/Reset via multiple SAP modules such as PRD, SP7, MPD, SP2 etc…
• Ticket Systems - BMC Remedy 4.6, 6.0, 7.2 and 8.0, Service Now, Heat and Rave
• Stratix sVision Web Portal - Oracle database for tracking Dr Pepper RMA assets (warehouse handheld devices)
• Astea Alliance - Field Management System for dispatching technicians (Decision One)
• Remote Tools - Bomgar, Easy Assist, NetMeeting, VPN (Nortel and Juniper) via RSA Tokens, Hyper-V, VMWare, Cisco AnyConnect, PC Anywhere, LogMeIn etc…
• Office 365 Online Services with 2013 and 2016 related Device, Software, Server and Web Services
• SharePoint, Exchange, OneDrive and Skype Online Services including OWA (Outlook Web App)
• Server and Email Migration of different stages such as Cutover, Stage, IMAP

PROFESSIONAL EXPERIENCE

Confidential

ITIL Processing Specialist, Dunwoody, Atlanta

Responsibilities:

• Recruited to create IT Operations processes and Visio diagram workflows for Change Management System
• Revised the Change process and Change Management System(HEAT) workflows to meet Audit requirements
• Trained IT staff on processes and workflows for CIRT(Critical Incident Response Team) and Change processes
• Monitored Server Storage power and cooling for NAS servers - created server room critical response process

Confidential

Concierge Ambassador Coral Springs, FL

Responsibilities:

• Provide Office 365 for Business Online Services support for Company Admins
• Assist with troubleshooting O365 online transition and email migrations (Cutover and Stage) from on-premise /hosting servers, configure DNS, SIP, SPF, CNAME, SRV for domain migration to O365, used basic AD Azure PowerShell scripts
• Setup, configured, and troubleshoot Office 365 online related Services - SharePoint Online, Exchange Online, OneDrive, OWA and Outlook, Skype for Business, PC/MAC and Mobile devices
• Tools - Active Directory remediation to O365, DirSync, AD Azure Connect, and Azure PowerShell, LogMeIn for remote assistance, O365 related tools
• Assist Admin with Microsoft O365 products updates using SCCM 1602 client supported products via click to run and 2016 GPOs
• Exchange Online protection (EOP) support
• O365 Mobile support using MDM (Mobile Device Management) and Intone
• Perform device and server support related issues to O365 for Business services that may require setup, installation and troubleshooting

Confidential

Desktop Services Technician Boca Raton, FL

Responsibilities:

• Troubleshoot connectivity, hardware, software, Salesforce mobile connection, various applications,
• Created SharePoint site collections(Microsites) for Physicians using basic scripting to add Logo to site page
• Developed Helpdesk Email Follow-up process workflow and documentation
• Performed various software installations, and PC images
• Active Directory accounts management, VPN support, Mobile Exchange/Android setup
• Assist when available with server troubleshooting via monitoring assuring all servers were accessible

Confidential

HP ITO Service Delivery Consultant

Responsibilities:

• Provided IT Support and Training on Help Desk/Site Support/Desktop, troubleshooting break/fix repair issues on various Networking, Hardware and Software Applications such as SAP 7.20 and modules, Outlook, and Lotus Notes, Citrix platform supporting TrimView, CommandSeries, and Kronos apps etc… CMD Manager printing and servers reboot
• Secured Active Directory Users access and password resets for multiple applications, Laptops, Desktops, Network Printers, with proper GPO rights
• Install XenDesktop app and managed the program file via the .ini file, and assured the server and web network remote connection were accessible. Assured users were added to GPO with proper rights
• Secured Active Directory Users password resets for multiple applications, Laptops, Desktops, Network Printers, Cisco AnyConnect (VPN), AS400 with proper GPO rights
• Monitor Router/Switches/Circuits/Server connectivity outages via Solar Winds and WANWEB
• Installation Configuration - Remedy 7.20, Lync IM, various applications, PC imaging etc.…

Confidential

Online Services Technical Engineer Boca Raton, FL

Responsibilities:

• Provided IT support to Microsoft O365 Online Services Small and Enterprise Business Admins for Microsoft O365 Cloud Computing related issues ranging from the initial On-Premise migration/transition to the Cloud
• Supported related O365 issues such as Outlook, OWA, Exchange and SharePoint Online, Lync, network, MS Secure Password resets, Mobile Sync, utilized AD, Product Studio, Easy Assist, CAP, Right Now

Confidential

IT Support Analyst/Consultant Cary, NC

Responsibilities:

• Dr Pepper Snapple Group IT Service Desk Frontline Support Analyst—Lead/SPOC (Single Point of Contact) Assuring operations run smoothly, procedures are met and alerting high level escalations to company’s CIM (Critical Incident Management) Team - Created and trained others on Service Desk processes and procedures
• Secured Active Directory Users access and password resets for multiple applications, Laptops, Desktops, Network Printers, with proper GPO rights
• Troubleshoot various Software, Hardware and Network issues (Including Nortel VPN/Juniper and Cisco VPN)
• Support Windows OS XP/2007, SAP 7.10 modules, OWA, MS Office Pro, Network Printers
• Remote tools - Bomgar - NetMeeting, Ticket tool- Remedy 7.0
• Installed various applications –Windows OS, Nortel Contivity VPN Client and Juniper VPN, SAP 710 .INI Files Network/Local Printers, Microsoft Office 2010, 2013 etc.….
• Assist with monitoring server and server rackspace, and dispatched server support for (HP and Dell servers) via Decision One for Hewlett Packard service support if need
• RMA Queue Manager tracked Dr Pepper Assets (Handheld and IT devices) – created company tracking process to retrieve valuable manufacturing equipment for replenishment, saving over $100,000 in cost to replace