SUMMARY:

• Over 10 years of established experience in the Information Technology industry
• Successful in time - sensitive and fast-paced environments
• Innate problem solver that relies on professional customer skills to deliver in intimidating situations
• Adaptive learner who is a commonly described as a dependable and motivated professional
• High level technical knowledge of all versions of Microsoft Exchange, client access and database management

TECHNICAL SKILLS:

Operating Systems: Windows Server 2003, 2008 and 2012, all Windows desktop versions, Linux, Mac OSX

Database Applications: SQL Server 2005, 2008, 2012, Oracle

Backup solutions: Storage Craft, Barracuda, VEEAM, Symantec

Administration: Active Directory, DNS, GPOs, DHCP, IIS, WSUS, RemoteApp, Citrix

Networking: TCP/IP, LAN/WAN, Proxy Configurations, SonicWALL

Messaging Solutions: Exchange 2003, 2007, 2010, and 2013, various POP/IMAP hosted solutions

Development: Visual Basic, HTML, PowerShell, SharePoint Server 2003/2007/2013

Virtualization: XenServer, Hyper-V, VMWare

Cloud Solutions: Office 365, ADFS, Exchange Hybrid, Citrix

Phone Systems: Digium Switchvox, Fonality, FreePBX, Cisco Call Manager, 3CX, 8X8

Imaging Solutions: FOG, Acronis, Symantec Ghost, Clonezilla, Windows Deployment Services

PROFESSIONAL EXPERIENCE:

Senior Systems Engineer

Confidential, Arlington, VA

Responsibilities:

• Responsible for the security, engineering, operations, and management of workflow and processes of a Microsoft Exchange 2013 environment and cloud-based messaging solutions (Office 365
• Created a multi-datacenter DAG configuration for disaster recovery and business continuity
• Troubleshoot and resolve advanced, complex Exchange 2013 database availability group related issues (network, storage, and host), transport performance issues, database failovers, and client access related issues
• Manage Hybrid environment including Confidential, Skype for Business, Dynamics CRM, and Azure
• Designed and configured DLP policies that block SSN’s and account numbers from leaving the organization unencrypted
• Implemented new archiving solution to reduce the size of mailboxes and increase data integrity
• Redistributed databases to allow for supported sizes and increased Outlook client performance
• Revamped Exchange RBAC permissions for compliance and internal controls
• Manage Symantec Messaging Gateways and solutions that protect the business and user community from email attacks, data loss prevention, and other threats
• Manage Mobile Iron MDM environment, including upgrading Sentry and Core servers - 4 iterations
• Maintained Enterprise Vault for message archiving, retention policies and litigation holds
• Implemented a new high availability backup solution across all Exchange servers (StorageCraft ShadowProtect with Exchange granular recovery which allows for restores down to the message level)
• Implemented a new spam filtering solution (Sendio) that allows end users to control their approved contacts using their mail verification process distinguishing humans from automated senders
• Configured EWS Impersonation for integration components for internal development applications as well as Dynamics CRM
• Ran Office 365 Skype for Business migration to Office 365 in hybrid environment, testing desktop video in VDI

Senior Microsoft Exchange Engineer

Confidential, Bethesda, MD

Responsibilities:

• Support a large-scale Exchange messaging services infrastructure supporting 45,000 Exchange 2010 mailboxes
• Provide high level problem solving and technical expertise on various Microsoft platforms and services
• Directly responsible for the security, engineering, operations, and management of workflow and processes of a nationwide Microsoft Exchange environment
• Manage cloud-based messaging solutions (Office 365 Archive mailboxes and hosted mailboxes) and evaluation of Microsoft Exchange 2013
• Work directly with client/technical lead, to consult on day to day operations or engineering solutions for messaging services, utilizing Microsoft Exchange 2010 troubleshooting skills (i.e. handling offline databases, server reboots, database fail overs, etc.)
• Propose innovative solutions to meet the changing messaging needs of the NIH (GOOD, xMatters, etc.)
• Continue to build and implement messaging solutions that may integrate with SaaS vendors
• Provide Microsoft Exchange Service Level Management and Key Performance Indicator reporting
• Troubleshoot and resolve advanced, complex Exchange 2010 Database Availability Group related issues (network, storage, and host), Hub Transport performance issues and Client Access related issues
• Troubleshoot messaging related issues in diverse server (UNIX, Linux, and Windows) and client (Windows, MacOS, Linux) platform environments
• Troubleshoot complex network, storage, and operating system performance issues
• Design solutions that protect the NIH business and user community from email borne social engineering attacks, data loss prevention, DKIM and SenderID Protection Framework
• Build on the capabilities of the network administrator by incorporating Network Operating Systems as part of their skill set (e.g., Windows Server, Cisco Systems)
• Maintain enterprise information technology services (e.g., Fax Servers, Messaging Systems, Databases, Document Management).
• Manage system security and data integrity

Senior Systems Engineer

Confidential, Fargo, ND

Responsibilities:

• Specialized in creating/configuring/maintaining Microsoft Exchange servers
• Troubleshoot cluster configurations, IIS, SQL servers, and database availability groups
• Restored service to Exchange features such as OWA, Autodiscover, EAS, UM, Free/Busy etc.
• Supported 3rd party resources for implementation and resolution of e-mail archiving, BES, etc.
• Managed back-ups, logging, data retention, cluster replication, and all other high-availability solutions
• Used an expert level set of PowerShell commands to automate Windows and Exchange tasks
• Migrate customers to the Office 365 cloud through configuration of Confidential, Confidential and Confidential
• Troubleshoot and resolution of high visibility service-impacting message transport Issues
• Delivered highly specialized proactive and reactive technical solutions to customers
• Created technical infrastructure design and implementation plans for client projects
• Maintained 30+ customer server and vertical application environments on multiple platforms
• Provided second-level support for server virtualization technologies
• Used technical troubleshooting skills to resolve customer issues deemed critical or highly political, including situations requiring immediate dispatch to customer premises
• Performed numerous specialized vertical application upgrades for client hosted environments

Service Desk Manager/Tier 3 Escalation Support

Confidential, Fargo, ND

Responsibilities:

• Provided Level 3 support for support team on various technologies specializing in Microsoft servers and virtualization as well as various vertical applications for clients
• Developed and delivered intellectual property, including instructional materials for client’s training programs
• Engaged in team development by analyzing issues, and proposing and implementing solutions
• Developed close relationships with customers by collaborating with client IT resources
• Enhanced technical expertise of peers through mentoring and development of internal training programs
• Provided guidance to customers on issues of optimization and migration of technical environments
• Managed service desk team, conducted reviews, responsible for hiring/firing employees, ensured SLAs were met and tickets were resolved promptly, approved timesheets and expense reports
• Managed and maintained professional services automation software (Autotask and Connectwise), wrote workflow rules and integrations for efficiency and effective use of the software
• Managed and maintained remote monitoring and management software (Labtech), configured patch management, mobile device management, and centralized antivirus

IT Support Specialist

Confidential, Fargo, ND

Responsibilities:

• Provided advanced technical support for Microsoft Office products
• Created and published knowledgebase articles for Small Business Accounting
• Engaged in mentoring and training of new hires; developed and delivered training content for colleagues
• Client troubleshooting and assistance in accordance with accounting best practices

IT Support Specialist

Confidential, Fargo, ND

Responsibilities:

• Provided internal technical support for BCBS employees
• Imaged new machines and participated in roll-outs for life-cycle replacement plans
• Specialized in client messaging support and conversions (Microsoft Outlook)
• Installed and performed minor repairs to hardware, software, and peripheral equipment