PROFESSIONAL SUMMARY:

• Build and maintain Confidential Exchange 2010/2013 Hybrid Lab
• Capturing network Traffic logs via Fiddler
• Working knowledge in Confidential Office Suite 2003, 2007 2010 as well as Windows 95, 98, 2K, XP, Vista, 7 and 8.
• Pre - Sales experience of Office 365 including Cut Over and Hybrid Migrations, DirSync, Password Sync, ADFS for Office 365
• Working knowledge of Confidential SQL Server 2005 and 2008 and SQL Server Management Studio.
• Installation, Administration and Maintenance of BlackBerry Enterprise Server Version BES10/ BES5.x/BES4.x.
• Experienced in Enterprise Activations of Blackberry devices old and new models like Z10 Q10 on BES10 server.
• Enterprise activation of android and IOS phones and tablets on BES10 server.
• Adding and Removing users, editing basic user’s details, adding Alias to users accounts.
• Resetting, Changing and Unlocking user’s passwords on AD.
• Assigning users permissions and validating the inheritance on these permissions.
• Setting permission on Exchange via GUI and/or Power Shell.
• Creating or modifying policies on Exchange such as Client Throttling Policy.
• Validating Exchange Web Services is properly set to accept Calendar requests from outside user’s organization.
• Modifying/Creating Registry keys as needed, etc.
• Well skilled in electronic equipment (PC’s, Laptops, Smartphone and tablets with Android, IOS and BlackBerry OS).
• Printer connectivity troubleshooting.
• Windows and VPN connectivity troubleshooting.
• Multitasking mentality, responsible, a good problem solver driven to success and detail oriented.
• Ability to listen to customers and identify their issues and needs.
• Proven ability to “Adapt” to situations, either working in a team environment or independently.
• Ability to explain issues to non-technical customers in simple terms when needed.
• 5+ years experience in Call Center environment, experience working in a high volume call environment
• REMEDY
• ISupport
• MSsolve

PROFESSIONAL EXPERIENCE:

Confidential

Fast Track Engineer, Las Colinas, TX

Responsibilities:

• Worked at Confidential headquarters in Las Colinas.
• Role is described as Office365 consultant
• Helping customers migrate to the Cloud based on well stablish migration plan
• Provided guidance and suggestion on processes to migrate to the cloud
• Followed the process provided by Confidential to engage with customers
• Provided guidance for Exchange, Skype, Intune and SharePoint, also OneDrive and OfficeProPlus deployment
• Strong communication skills to effectively drive recommendations and instill customer confidence
• Collaborated with the customer to help solve challenging issues
• Lead small and medium business customers through the Onboarding technical process for Confidential Office 365
• Ability to reducing reactive support incidents by providing appropriate information

O365 Consultant

Confidential, Framingham, MA

Responsibilities:

• Worked at Confidential headquarters as a Consultant while Confidential was in the process of Migrating over 40000 mailboxes to Office365.
• Worked in closely with Confidential Consulting Services while Confidential was moving mailboxes to the Cloud.
• Helped create documentation specifically for Confidential describing and resolving issues associated to their migration
• Conducting investigation of issues associated to the migration of the initial mailboxes
• Advised on how to move Mailboxes to maintain the permission of these objects once moved to the cloud
• Worked on reporting and analyzing calendar issues derived from moving the first objects to the Cloud
• Worked with Confidential Tier 3 and MCS on finding a solution to these issues
• Worked Reproducing and capturing log information of the accounts migrated to the cloud in order to provide Confidential Tier 3 with the necessary information for their troubleshooting
• Actively worked with the internal support team on the readiness stage previous to the migration process
• Troubleshoot some issues derived from the first mailboxes migrated such as sync issues with some folder moved to the cloud, calendar and Delegation.
• Worked on the test face with MCS to ensure the basic functionality of the mailboxes once migrated to the cloud and also identifying possible issues.
• Troubleshoot and resolve issues related to calendar free/busy between Exchange Online and on premise Exchange Servers within Confidential

Confidential

Support Escalation Engineer

Responsibilities:

• In a tier 3 support team, provide support to Confidential Enterprise customers and Partners.
• Investigate and resolve Exchange Online post-deployment issues
• Build and maintain Confidential Exchange 2010/2013 Hybrid Lab for replicating client errors.
• Troubleshoot customer cases and assist with mail and mailbox recovery.
• Troubleshoot mail flow, routing, and transport issues using internal and public tools.
• Analyze and resolve Autodiscover, Synchronization, Identify, Calendar and other issues.
• Analyze and resolve issues surrounding customer migrations from On - Premise to Office 365.
• Troubleshoot issues related Exchange client connectivity (Outlook/OWA/Mobile Devices).
• Troubleshoot and resolve issues related to calendar free/busy between Exchange Online and on premise Exchange Servers.
• Investigate on the problem by conducting my own research and by involving other teams as needed.
• Escalate to management or engineering (Product Groups) as necessary, acting internally as a customer advocate and keeping the customers informed.
• Identify Exchange Online bugs, and communicate with Product Engineering teams to implement fixes or to provide Scripts to customers in order to resolve these issues.
• Working with TAMs in resolving and engaging solution for the premier customer in Confidential
• Basic Level of PowerShell knowledge

Confidential

Software Support Technician

Responsibilities:

• Support for Altn N technologies product support specialist
• Supported Mdaemon Mail Server version 9.0 - 14.01
• Support via Email, Online Chat and Phone
• Support for all customers worldwide
• Installations, fine tuning and troubleshot day to day issue related to the administration of the mail server
• Support for administrators and new customers
• Solving lower to complex mail issues
• Validation of MX records, DNS records
• Troubleshooting missing email, spam emails, Active sync issues

Confidential

Partner Technical Consultant

Responsibilities:

• Working a 6mo. Project in Confidential Working primarily with Silver and Gold Confidential Partners Specializing in Office Pre-Sales experience with Office365 migrations from various platforms including Google Docs, IMAP, Exchange on Premise, Lotus Notes, etc.
• Enabling Partners with an end to end process and procedures needed to successfully migrate small to large organizations from 100 to 10000 mailboxes.
• Working with Partners in Latin America assisting in large migrations for Banks, Universities and multinational Corporations such as KFC Ecuador and others.
• Worked on the translation of technical documentation intended for Confidential Partners from English into Spanish, translated a series of documents for the Office 365 Practice accelerator program.
• Participated in new project intended for Confidential Partners providing a Shadowing like experience during Migrations, planning and effectively recording the stages required to complete a migration and making sure Partner was supported through this process with valid and current documentation and best practices recommended by Confidential .

Confidential

Analyst, BlackBerry Technical Support

Responsibilities:

• Responsible for supporting the BlackBerry solution for RIM's customers in USA, Spain and LATAM countries (Mexico, Colombia, Venezuela, Chile, etc.).
• Provide consultation and escalation support to internal groups to solve complex technical problems for our customers and carrier partners.
• Proactively take opportunities to investigate previously unreported concerns, flag trends and offer solutions to stream line the customer experience.
• Partner with Senior Analysts and Support Account Managers to provide world class support and drive problems to resolution.
• Research and troubleshoot customer concerns using documentation, knowledge of systems, log analysis and tools, simulate software issues in a controlled lab environment.
• Supported the installation and Administration of BlackBerry 10 Server.

Confidential

Bi-lingual Specialist, BlackBerry Customer Technical Support

Responsibilities:

• Provide direct support for LATAM and Spain customers and English customers when called upon.
• Participating on an inbound priority-based queue to answer telephone based inquiries (and some email).
• Working in a backline capacity doing in-depth case investigations and customer follow up.
• Collecting information and performing initial troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 95% of all customer inquires).
• Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown.
• Leveraging both internal and external knowledge base systems for assisting customer.
• Logging issues and customer information into the Remedy ticketing system and creating knowledge articles when available.

Confidential

Help Desk Technician / Diagnostic Consultant

Responsibilities:

• Provide technical phone support on Windows OS’s Confidential and MAC OS.
• Technology support in initial implementation of LANs, cabling, etc.
• Creation of small home networks with internet connections.
• Support Network, internet connectivity and hardware issues.
• Translating Business needs into IT Solutions.
• Ongoing Software/Hardware upgrade support as needed.
• Building customized computers.

Confidential

Customer Support Representative and Help Desk

Responsibilities:

• Set up Windows base computers to the network.
• Install network printers.
• Provided support for the South American Division including Chile, Argentina, Uruguay, Paraguay and Bolivia.
• Set up remote users to access internal resources via remote access.
• Troubleshoot and replace hardware components.
• Supported over 200 in house users and telephone support for over 1000 employees from South American division.
• Resetting passwords, Email support, Office support, Setting computers with company requirements.