PROFESSIONAL SUMMARY:

An experienced technical professional with more than 22 years analyzing and designing complex mission - critical messaging systems and implementing cross-platform migrations with a proven history of increasing performance. An expert troubleshooter, able to resolve issues in fast paced environments. Learns and implements new technology quickly and effectively. Works well as both a team player and independently. Communicates skillfully with parties at all levels, both verbally and in written form.

TECHNICAL SKILLS:

Network Operating Systems: Windows 2012, Windows 2008, Windows 2003, Windows 2000, NT 4.0, NT 3.51, NT 3.1, familiar with Novell Netware 3.11, 4.x, 5.x, 6.x

Desktop Operating Systems: Windows 10, Windows 8.x, Windows 7, Windows Vista, Windows XP, Windows 2000 Pro, Windows NT Workstation, Windows ME, Windows 98, Windows 95 & MS-DOS

Server Applications and Protocols: Exchange Online / Office 365, Exchange 2016, Exchange 2013, Exchange 2010, Exchange Server 2007, Exchange Server 2003, Exchange 2000 Server, Exchange 5.5, Exchange 5.0, Exchange 4.0, Windows 2003 POP Server. Internet Information Server (IIS) 6.0, 5.1, 5.0, 4.0, SMTP, POP3, IMAP4, NNTP, HTTP and DNS, familiar with Lotus Notes / Domino 4.x, 5.x, 6.x, 7.x, 8.x & 9.x and Novell GroupWise 4.x, 5.x, 6.x, 7.x, 8.x & 2014, Virtual Server R2, Virtual PC, VMWare Desktop and Server

Migration tools: Quest Notes Migrator for Exchange, Quest GroupWise Migrator for Exchange, Confidential Transporter Suite, Confidential Notes Migration Wizard, Confidential GroupWise Migration Wizard and Confidential Mailbox Move Tool

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Senior Consultant

Responsibilities:

• Assist customers with mergers and acquisitions by providing guidance on planning and deployment of Exchange Server for cross-platform migrations and new implementations
• Develop and maintain customer relationships in a multi-vendor environment
• Supporting multiple phases of the project lifecycle from design and architecture through deployment and execution
• Assist with planning, detailed design and documentation of Exchange Server architecture components using a structured methodology to meet user and technical requirements
• Architect, design, execute and document complicated mission-critical international, multi-site migration projects to Exchange Server across multiple teams and departments
• Negotiate changes to design and urgent change requests with customers
• Develop and provide documentation for customers including, but not limited to system analysis and recommendations and step-by-step instruction
• Deliver information effectively to Management, Project Management and Clients through documentation and presentations
• Developed Quest Notes Migrator for Exchange training for delivery to customers and team members including instructor-led slides, self-study and lab guides
• Provide mentoring to other team members

Confidential, Charlotte, NC

Professional Services Consultant

Responsibilities:

• Assist customers with mergers and acquisitions by providing guidance on planning and deployment of Exchange 2007 and Exchange 2003 for cross-platform migrations and new implementations
• Develop and maintain customer relationships in a multi-vendor environment
• Supporting multiple phases of the project lifecycle from design through deployment and execution
• Assist with planning, detailed design and documentation of Exchange Server architecture components using a structured methodology to meet user and technical requirements
• Architect, design, execute and document complicated mission-critical international, multi-site messaging migration projects to Exchange Server across multiple teams and departments
• Negotiate changes to design and urgent change requests with customers
• Develop and provide documentation for customers including, but not limited to system analysis and recommendations and step-by-step instruction
• Deliver information effectively to Management, Project Management and Clients through documentation and presentations
• Provide mentoring to other team members
• Customers include entertainment, healthcare, insurance, manufacturing, supply chain management and technology companies.
• Accomplishments include utilizing Quest's Notes Migrator for Exchange to migrate greater than 18,000 mailboxes from IBM Lotus Domino to Exchange 2007 and implementing Quest GroupWise Migrator for Exchange to move in excess of 9,000 mailboxes from GroupWise to Exchange 2007

Confidential, Charlotte, NC

Enterprise Business Applications - Server Support Engineer

Responsibilities:

• Provide responsive and reliable world-class Third Tier customer support and on-the-fly training to Fortune 1000 companies to help them resolve business critical, urgent and difficult issues for a wide range of technical issues and problems with a high degree of expertise, timeliness, and customer satisfaction and for infrastructures from hundreds of servers down to single server organizations.
• Activities include recording, researching, resolving, and responding to customer incident requests or escalations.
• Quickly and effectively resolve Exchange Server mail flow and routing issues involving SMTP, MTA, RPC, X.400, POP3, IMAP4, LDAP, NNTP, Public Folders and foreign systems including IBM Lotus Notes, Novell GroupWise, MS Mail and Lotus cc:Mail
• Analyze issues with Exchange Server Send and Receive Connectors, SMTP Connectors, X.400 Connectors, Routing Group Connectors, Connector for Lotus Notes, Connector for Novell GroupWise, Calendar Connector, MS Mail Connector, Dirsync Connector, Connector for Lotus cc:Mail, SMTP Virtual Server, POP3 Virtual Server, IMAP4 Virtual Server, Distribution Group/List Expansion, for the Windows 2003 POP Server, IIS, Anti-spam features and Recipient Policies
• Assist customers with mergers and acquisitions by analyzing, planning and deploying migrations and coexistence of Exchange Server with IBM Lotus Notes, Novell GroupWise, Internet Mail Systems (LDAP/IMAP4) utilizing tools including the Connector for Lotus Notes, Connector for Novell GroupWise, Notes Migration Wizard, Migration Wizard, Transporter Suite for Lotus Domino including Directory Connector, Move User and Move Mailbox migrators and the Calendar Connector
• Advised and assisted customers on their Exchange Server deployments
• Visited customer sites as needed for assistance in resolving critical issues
• Actively accepted and worked challenging issues escalated from Tier 1 support teams towards resolution to ensure customer satisfaction
• Trained new team members on new and existing product
• Wrote well received training to be delivered by peers
• Wrote and technical reviewed numerous technical documents and hundreds of knowledge base articles
• Facilitated hundreds of knowledge base articles to help motivate team members to write and review them for Exchange 2000 SP1 & SP2 to ensure that more content would be available for peers and customers
• Reviewed and contributed to the POP3 and IMAP4 modules for Exchange 2000 training
• Built and shared virtual labs to aid team mates in supporting and reproducing issues for migration from and coexistence with difficult foreign messaging systems.
• Mentoring peers and consultants through IM and e-mail discussion groups
• Actively shared important information on content, tools and resources with teammates to help them improve their skill sets
• Worked regularly with content team ensure that needed and urgent content was written to aid customers to resolve issues on their own
• Designed, built and managed internal web site to display call queues utilizing Internet Information Server 6.0 and Virtual Server R2's Administrative ActiveX control to display real-time call queue date
• Mentoring contingent staff on cases and technical issues
• Monitoring contingent staff's cases to ensure a high level of support for our customers.
• Met with Escalation team regularly to ensure that customers' issues were resolved quickly and effectively
• Routed daily cases to all engineers in the specialty, both contingent and full time

Confidential, Canton, MA

Advanced Cluster Support Engineer

Responsibilities:

• Provided Tier 1 support for professional and pay-per-incident customers
• Quickly and effectively resolve mail flow, routing and database issues
• Assist customers with issues for Delrina's WinFax Pro and WinFax Server
• Mentoring junior team members on urgent issues