TECHNICAL SKILLS:

Operating Systems/Platforms: Windows /7/8/10, Active Directory, Confidential Exchange Server 2010, 2013 Windows Server 2008, DNS, DHCP;

Applications and Utilities: Office Suite 2003/2007/2010/2013/ Office 365, BDM Installer, ERD Commander 2003, DUO, Cloud Services (Email As A Service), Verizon Wireless, BES server 5, WinPE, Juniper Networks, Active Client 6.0, Sipr Net, NET, Buras, Tivoli, Net Meeting, Delta View, FastCall Agent, Paperport 8.0, SpinRite, Element, Dream Weaver MX, Cold Fusion Studio 5, Flash MX, Photoshop 7, Remedy, Roxio 10, Internet Explorer 7, Confidential Project, Visual Basic .NET, Ipswitch WS FTP Home, Adobe Acrobat 9.0 Professional, RSA ACE Server Database Administration, Camtasia Studio, Windows Media Player, SnagIt 9, Adaptec Easy CD Creator, AvuCentre Supervisor 9.0, Spiceworks, MPAS, VMware vSphere Client;

EXPERIENCE:

Office 365 Concierge Engineer

Confidential

Responsibilities:

• Provides unlimited troubleshooting, customer service, subscription, and billing support to Office 365 customers.
• Ensures that customers are able to identify DNS, txt records, mx records, CName records, to validate domain.
• Instructs Administrators on creating mailboxes, grant licenses, configuring email addresses, policies, restoring mailboxes within Exchange Admin Center.
• Ensures that all users attempting to use Powershell has the required software, Confidential Online Services Sign In Assistant for IT professionals and Azure PowerShell, prior to running Powershell scripts.
• Informs customers of OneDrive and assist with setting up
• Informs customers of the differences of OneDrive and SharePoint and assist customers with uploading document to sharepoint
• Ensures that admins utilize autodiscover record within the external/ internal DNS; that should point to outlook.com
• Instructs Admins on using the MigrationWiz to verify Exchange Servers in order to complete migration.
• Informs admins of the migrate to Exchange Online option which is only available for Confidential Exchange Servers 2003/ 2007/ 2010 and IMAP.
• Instructs users on how to convert a regular mailbox to a shared mailbox and grant permissions to them.
• Develops and maintains effective working relationships with engineering, marketing, Enterprise Services\Support and field sales and partner teams to deliver key business metrics.
• Makes recommendations to improve customers’ overall experience with Office 365.

Service Desk Lead

Confidential

Responsibilities:

• Manages 18 technicians and 5 dispatchers through their daily tasks.
• Acknowledges each individuals’ strengths and weaknesses to identify training needed for each individual.
• Directs, motivates and develops an organization's staff to maximize their individual contribution, professional growth and efficacy on a team.
• Strategically plans escalation processes and procedures to ensure that the transition of a new contract flows smoothly.
• Evaluates the existing issues within the current LAN A Service Desk, IT NOVA Contract, in the efforts to close it down and start a new Service Desk in Washington, D.C.. As I am familiar with the IT NOVA contract, I assist in generating alternatives, making sound judgments to improve the relationship between the customer and the service desk, recommend options for remediation, analyze services provided Leads in the design, implementation and overall operation of technology and systems, for the help desk function.
• Collaborates with Program Manager on recommendations for the service desk, identify intentions and vulnerabilities, ensuring that procedural and security incidents are documented, identify threats to acknowledge the impact on the network, analyze the customers’ needs of the agency in order to mitigate alternatives for each situation.

Office 365 Support Lead

Confidential

Responsibilities:

• Provided Office 365 desk side support to a user community of approximately 2,200 on - site.
• Resolved issues/questions regarding Confidential Windows 7 OS, Confidential Office 2013.
• Identified mx records via Confidential Telnet and was able to determine whether the mail response was a good through port 220.
• Utilized Windows Azure to synchronize local password to domain for Office 365.
• Utilized Auto Discover via DNS for SMPT DNS queries and to automatically connect to mail server.
• Exceled in Confidential Office 365 while working in a structured environment where service level agreement (SLA) performance and other best practice measurements are established as both team and individual goals.

Systems Administrator

Confidential, Chevy Chase, MD

Responsibilities:

• Utilized Exchange 2010 to create, grant permissions, and delete shared/ distribution/ regular mailboxes..
• Utilized Active Directory to create, modify permissions, reset password, and enable/ disable user account.
• Used RSA Management Console to create, modify, troubleshoot user accounts.
• Created, modified, and customized user accounts, workgroups, and workstations stations with Active Directory.
• Identified basic various network connectivity / infrastructure issues.
• Utilized VMware vSphere Client to identify current status of terminal servers to troubleshoot user connectivity issues on terminal.

Systems Administrator

Confidential, Arlington, VA

Responsibilities:

• Utilized Confidential Project to strategically plan tech refresh, printer, and many other projects by identifying tasks/milestones, percent completed, resources needed to complete the task, mitigate risks/ issues, allocate appropriate time frame for tasks to be completed.
• Created several Standard Operating Procedures (SOPs) to promote skill building techniques which are associated to daily tasks; in the efforts of training new administrators.
• Created user mailboxes with Confidential Exchange Server 2010 to assign the appropriate permissions granted to user.
• Utilized Auto Discover via DNS for SMPT DNS queries and to automatically connect to mail Confidential Exchange Server.
• Utilized Active Directory to create, modify permissions, reset password, and enable/ disable user account.
• Obtained operational knowledge of Systems or Domain Administration to include: creating, deleting, and customizing user accounts, mailboxes, workgroups, and stations via Active Directory and Confidential Exchange Server.
• Monitored Wsus (Windows Server Update Services) Server and push updates as they are approved by the agency.
• Utilizes RSA Management Console to create, modify, troubleshoot accounts.
• Troubleshoot desk side support, to include domain, GPO issues, hardware/software, etc.
• Identified basic various network connectivity / infrastructure issues.
• Identified subnet mask structure, subnet host IP ranges, gateway IP.
• Ensures that Host Name, MAC address, IP Address, are all notated and accurate within DHCP and DNS.
• Ensured that DNS is accurate by utilizing packet tracer to send mail to MDA.
• Identified available IP addresses, and makes accurate reservations to include the IP Address, MAC address, and the Host Name.
• Determined appropriate method for installing applications and systems; resolves matters of significance and implements corrective course of action as needed.
• Installed, tested, upgraded and configured system files and services to enhance performance.

Technical Support Lead

Confidential, Arlington, VA

Responsibilities:

• Migrate from Confidential Exchange Accounts to Cloud, or E-mail As A Service (EAAS).
• Analyzed internal or external customers' needs, and determines equipment and software requirements for solutions to problems by means of automated systems; develops customized solutions to customer/user problems. Establishes system parameters and formats; ensures hardware/software compatibility; and coordinates and/or modifies user requirements in terms of existing and projected computer capacity and capabilities.
• Analyzed new hardware to determine its need or application in the existing or proposed system; advises on new techniques.
• Analyzed Active Directory to troubleshoot user account issues.
• Created a handbook to train new technicians on processes and procedures.
• Operated and configured VTCs for conference meetings.
• Identified vulnerabilities and risks to provide recommendations to government personnel.
• Troubleshoot high profile network performance issues utilizing root-cause analysis and recommends appropriate action.
• Developed policies and standards for allocation and use of computer equipment and resources. Ensure data integrity by evaluating, proposing, implementing and managing software and hardware solutions.
• Made recommendations and implements system enhancements that will improve the performance and reliability of the system.
• Provided training on Adobe Acrobat, Communicator with cameras to utilize Live Meeting.

IT Systems Technician

Confidential, Herndon, VA

Responsibilities:

• Involved in the strategic planning for the physical security of a new Sensitive Compartmented Information Facility ( Confidential ) in the efforts to ensure that all workstations followed the Confidential Intranet ( Confidential ) contract requirements.
• Analyzed Installation Design Plans to coordinate the set up and location of Confidential workstations within the new Confidential .
• Identified all Information Technology hardware, software, accessories and the associated charge codes to outline the budget needed in the Confidential .
• Developed SOPs and other organizational tools to manage vulnerabilities and inventory.
• Researched user inquiries and determines the best way to acknowledge new technology to satisfy consumer requests.
• Installed and supported software/hardware applications and local peripheral computer equipment. Prepares and maintains documentation for processes, policies, and procedures related to Confidential computer systems and operations.
• Administered five IT Systems Technicians. Provided training on new devices and applications.
• Performed administrative duties required to maintain reliable and efficient operation of all systems.
• Daily/weekly/monthly incremental and backups of mission critical data and identified.
• Performed systems recovery and repair operations employing industry best practices for systems troubleshooting and fault isolation.