OBJECTIVE:

The opportunity to utilize my education and experience in the Information Technology.

SUMMARY:

• Computer Operations Incident Management Record Keeping Team Building Trouble Calls
• Punctuality Quality Assurance System Administration System Maintenance Customer Service
• Migrations Active Directory Training Specialist SCCM Office 365
• 10 years experience in Managerial positions.
• Possesses extensive knowledge of communications and networking systems.
• Trained, supervised and evaluated 4 - 6 person teams, coached supervisory and leadership skills.
• Supervised the function and available tools associated with the Remedy Trouble Management System (TMS).
• Responsible for establishing alternative technical solutions needed to meet/exceed customer requirements in an efficient manner.
• Responsible for the oversight and management of Tier 1 support provided by subordinate staff members.
• Responsible for all personnel activities including the quality and timelines of assignments and personnel evaluations.

PROFESSIONAL EXPERIENCE:

Office 365 Concierge Ambassador

Confidential

Responsibilities:

• Provides Tier 1 and Tier 2 Help Desk support and administration for Office 365 project supporting over 8,500 users
• Responsible assisting user setting up Office 365 to include DNS, MX and SPR records, Outlook clients, on - premise Active DirectoryAzure Active Directory, ADFS and DirSync
• Assist customers expand their knowledge base on mail transport fundamentals (POP/IMAP/SMTP)
• Keep on track with scheduled deployment of new e-mail system rollout and track work done via IT Help Desk tickets
• Log all incidents reported via telephone and e-mail.
• Utilize solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge) and has expertise with Confidential
• Exchange Server 2007/2010/2013 , Windows client, Windows Server, Active Directory, and Mobile device technologies.
• Execute, manage and lead a set of Office 365 customers (small business 10-300 licenses) through the Onboarding process, via chat r phone.
• Develop foster and maintain effective working relationships with engineering, marketing, Enterprise Services\Support and field sales and partner teams to deliver key business metrics

Manager of Network Services

Confidential, Jersey City, NJ

Responsibilities:

• Provides Tier 1 and Tier 2 Help Desk support and administration for Office 365 project supporting over 8,500 users
• Responsible for ensuring that all ticket request are handled in a timely manner.
• Troubleshoot and fix software and hardware issues related to Office 365
• Manages relocations setting up hardware and software per customers requirement
• Keep on track with scheduled deployment of new e - mail system rollout and track work done via IT Help Desk tickets
• Log all incidents reported via telephone and e-mail.
• Manages Office 365 components to include on-premise Active Directory, DirSync and ADFS
• Troubleshoot, resolve and/or escalate all incidents reported to the Help Desk.
• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
• Analyze voice/data network to include VoIP needs and assist in complex architectural designs, integration, and installations to ensure effective customer network architectures.
• Utilizes ITIL framework to analyze organizational needs
• Responsible for deploying and managing SCCM
• Provide remote support to users as needed
• Work with senior management with professionalism and discretion to achieve departmental goals.
• Responsible for working and communicating effectively in cross-functional teams
• Demonstrates excellent listening, verbal and written communications skills to effectively communicate with the team and clients alike.
• Provide hands-on support to user through a remote interface or travelling to location of client.
• Documents processes and procedures as required.
• Provide a high level of support with a customer first attitude.
• Apply a high sense of urgency to all tasks.
• Ability to provide a high level of problem solving and technical troubleshooting skills.
• Works independently and collectively to meet Confidential objectives.
• Communicate technology into business terms with customers at all levels.
• Analyze information and use logic and process to address work-related issues and problems.
• Function effectively under pressure as well as manage multiple initiatives while meeting all deadlines.
• Utilize effective multi-tasking skills and prioritize workload based on urgency and affected systems
• Responsible for maintenance and security of sensitive/confidential information.

Manager of IT Services

Confidential, New York, NY

Responsibilities:

• Responsible for management of the Information Technology (IT) Helpdesk ensuring that all request are met in a timely manner.
• Draft and maintain an information database with all IT and Management related training material.
• Provided Tier 1 and Tier 2 support and administration for client s Office 365 migration
• Troubleshoot and fix software issues related to Office 365
• Keep on track with scheduled deployment of new e - mail system rollout and track work completed
• Log all incidents reported via telephone and e-mail.
• Demonstrates excellent listening, verbal and written communications skills to effectively communicate with the team and clients alike.
• Provide hands-on support to user through a remote interface or travelling to location of client.
• Documents processes and procedures as required.
• Provide a high level of support with a customer first attitude.
• Utilizes ITIL framework to analyze organizational needs
• Provide remote support to users as needed
• Ability to provide a high level of problem solving and technical troubleshooting skills.
• Communicate technology into business terms with customers at all levels.
• Analyze information and use logic and process to address work-related issues and problems.
• Function effectively under pressure as well as manage multiple initiatives while meeting all deadlines.
• Utilize effective multi-tasking skills and prioritize workload based on urgency and affected systems
• Responsible for dispatching quality team members to resolve customers IT and computer related concerns.
• Responsible for creating and providing training materials, as they are needed to help employee manage the equipment assigned to them with ease.
• Direct inquiries/problems to support / service teams based on nature of request.
• Responsible for follow-up with internal teams to ensure successful completion of tasks along with ensuring all requests are addressed and completed in a timely manner.
• Follows up with client to ensure quality of work and customer satisfaction.
• Provide updates to internal clients on progress and completion of requests.

Helpdesk Manager of IT Services

Confidential, New York, NY

Responsibilities:

• Responsible for management of the Information Technology (IT) Helpdesk ensuring that all request are met in a timely manner.
• Draft and maintain an information database with all IT and Management related training material.
• Responsible for IT indoctrination for new employees by providing a detailed introduction of the IT department.
• Responsible for creating and providing training materials, as they are needed to help employee manage the equipment assigned to them with ease.
• Utilizes ITIL framework to analyze organizational needs
• Responsible for maintaining the access, performance and aesthetics of the company's nationwide Extranet.
• Direct inquiries/problems to support / service teams based on nature of request.
• Responsible for follow - up with internal teams to ensure successful completion of tasks along with ensuring all tickets and requests are addressed and completed in a timely manner.
• Provide remote support to users as needed
• Provide updates to internal clients on progress and completion of requests.
• Level-one maintenance of user accounts and responsible for level-two escalation when needed.
• High level asset management administration.

Information Systems Analyst

Confidential, Wahiawa, HI

Responsibilities:

• Responsible for collecting and reporting enterprise - wide performance and trend analysis metrics.
• Maintains worldwide network connectivity between communication stations in Japan, Hawaii, California, Virginia, Italy, and Guam ver a 4 year period.Utilizes ITIL framework to analyze organizational needs
• Responsible for ensuring mission-critical systems remain Confidential 3 compliant, which include the responsibilities, processesreporting and procedures which apply to classified and unclassified systems.
• Designed, developed, documented, tested, and debugged software.
• Corrected program errors, prepared operating instructions, and compiled documentation of program development.
• Analyzed system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls.
• Provide remote support to users, foreign and domestic
• Supervised the function and available tools associated with the Remedy Trouble Management System (TMS).
• Responsible for establishing alternative technical solutions needed to meet/exceed customer requirements in an efficient manner.
• Performs functions related to security including server virus detection and repair, threat detection, compliance monitoring, audit coordination and internal self-audits.
• Employs Confidential 3 practices to gather vital data of intrusion and attack incidents to help determine threat assessments and defensive measures to prevent serious adverse actions.
• Performs pro-active monitoring of network elements, alarms and alerts to identify the components that may lead to or already are causing network degradation or failure.
• Responsible for protecting and defending information and information systems by ensuring their availability, integrity, authenticationconfidentiality, and non-repudiation.
• Served as the Multi-level Mail Server (MMS) System Administrator while maintaining four UNIX servers, data terminal equipment and transmission media responsible for allowing user access to Department of Defense (DoD) data.
• Employs the use of Enterprise Network Management System (ENMS), which enables network administrators to identify and resolve problems and performance bottlenecks before they impact network services.
• Drafts and maintains Standard Operating Procedures to ensure technical consistency throughout the command.
• Possess knowledge of message and network protocols to include Mode I, JANAP 128, ACP 126, P772, X.400, X.500, TCP/IP and
• UNIX. Demonstrates superior knowledge of Information Technology communication concepts, principles and practices.
• Provide 24/7/365 Tier 0/1 Service Desk support.

Network Analyst

Confidential, Wahiawa, HI

Responsibilities:

• Provides Tier I network support from the Global Network Support Center (GNSC) to all military branches within Confidential (DISA) Pacific.
• Proactively monitors and troubleshoots network circuits through Network Management Systems for Sensitive Internet Protocol Router Network (NIPRNET) and Secret Internet Protocol Router Network ( Confidential ).
• Provides troubleshooting for network encryption devices (TACLANES, FASTLANES) on both the customer end of the network circuit and the DISA PAC end of the network circuit.
• Responsible for troubleshooting routing issues for static routes, Access Control Lists (ACL’s), Border Gateway Protocol (BGP), Open Shortest Path First (OSPF), Multi Protocol Label Switching (MPLS), Intermediate System to Intermediate System (IS-IS) and Enhanced Interior Gateway Protocol ( Confidential ).
• Responsible for the monitoring, operations, and management of IP Routing equipment in accordance with (IAW) published Standard Operating Procedures (SOP) and documentation.
• Responsible to direct and/or coordinate troubleshooting efforts, and restore to service, all components of the Unclassified and Classified IP network.
• Utilizes ITIL framework to analyze organizational needs
• Responsible for pro-active monitoring of network element alarms and alerts to identify those components/elements, which may lead to or already are causing network degradation or failure.
• Perform fault isolation and diagnostic/assessment functions to include: determination and execution of corrective action(s) on real-time basis from alarms generated by network monitoring tools and INMS.
• Receive trouble calls and create Remedy trouble tickets in order to properly interact and coordinate with all parties involved to correct an user’s issue.
• Monitor security posture of the IP network and report any suspected violations to the designated authority.
• Coordinate with configuration management and implementation entities (Tier II) to ensure optimum dissemination of information and network efficiency.
• Perform operator level maintenance on all components/assets associated with network management systems on the IP network(s).
• Responsible for monitoring, operations, and management of the DISN IP CORE and ATM networks.
• Analyze voice/data network needs and assist in complex architectural designs, integration, and installations to ensure effective customer network architectures.
• Evaluate, test, and document current network technology baseline for both hardware and software to determine networking needs.
• Provide remote support to users, foreign and domestic