SUMMARY:

• I am a highly skilled, sought - after O365 Engineer with 12 years of progressive IT infrastructure, application and business administration experience.
• I have worked in a variety of business areas, ranging from customer technical support to O365 architecture and throughout my career have studied, practiced, enforced and received praise for what I feel to be the most crucial element of IT service: customer-centric support.
• I believe the role of an IT professional is to actualize the customer’s vision of a secure, productive work environment.
• As a trusted advisor regarding the technical piece of said vision, I have a great deal of passion for my craft and sincerely strive to provide the best support possible in any environment.

OBJECTIVE:

To obtain a rewarding position with a results-driven team where I can continue to grow professionally while leveraging, imparting, strengthening and expanding my knowledge, skills, and experience for the benefit of myself, my colleagues and my employer.

TECHNICAL SKILLS:

SharePoint 2007-2013 farm administration/architecture, Office 365 global tenant administration(CRM/SharePoint/Skype for Business, Exchange Online and Azure AD), DirSync, Azure AD Connect, Hybrid/Cutover/Staged Exchange migration, IMAP mail migration to Exchange Online, MONTI for Lotus Notes to Exchange Online, DNS management, Yammer administration, VMware Workstation 7/ ESXi 4, Symantec Ghost backup imaging/ image deployment/ disaster recovery planning, Metalogix Content Matrix, AvePoint DocAve, IIS, PowerShell, Google Apps for Business, Windows Server 2003-2012R2, Agile SDLC methodology, Exchange Online Protection, Microsoft Intune (MDM, 3rd party EMM configuration) Power BI Online, Skype PTSN conferencing, Skype For Business administration, IDfix, ADSI Edit, Microsoft Teams, Planner

EXPERIENCE:

Confidential

Sr. Office 365 Consultant/Presales Engineer

Responsibilities:

• Designed a methodology for reviewing environments and generating interest/sales in on-premise and hybrid cloud environment optimization solutions that became rapidly adopted by all peers. Process eventually became SOP for sales lead generation. Personally generated upwards of $300,000+ in critical line items to be generated into Confidential .
• Recommend and manage relationships with Microsoft Authorized OEM Distributors for licensing agreements as well as Microsoft Partners and Premiere Support Confidential 's for collaboration on solution sales.
• Translated business requirements gathered during interviews with current and potential clients into O365-centered solutions to be generated into Confidential . Performed follow up after weekly invoicing against Line Items to provide summation of status.
• Serve as technical escalation point for client Office 365 ProPlus tenant and SharePoint/Exchange/Lotus Notes/Google Apps migration to Azure AD/SharePoint/Exchange Online, and subsequent administration of Mailboxes, Exchange Online Protection rules, user accounts and licenses, SPO Site collections, etc.).
• Query end-user community to determine appropriate channel and other configuration settings, fine-tine configuration XML and subsequently deploy Office 365 ProPlus via a pull from the Office CDN done with the Office Deployment Tool or through Intune in applicable scenarios.
• Interview customers to define optimal Exchange Online migration strategy based off available server resources (i.e. AD DC for coexistence via AAD Connect directory synchronization in the case of hybrid deployments) and business uptime requirements. Typical clientele prefer staged hybrid migrations thus I quickly sort through non-routable domains (by adding UPN suffixes) and other issues preventing directory synchronization (i.e. configuring Outlook Anywhere service on Exchange 2003/2007) with Office 365, meet with business stakeholders to develop successful migration plans. After determining departments/groups to add to staged migration batches, I develop appropriate CSVs and eventually start staged migration batch jobs. I have migrated well over 80,000 mailboxes leveraging this method and have managed this on Exchange 2003-2013.
• Configure organizational email signatures disclaimers, mail flow rules, whitelist domains and modify SCL policies through Exchange Online Admin Center. Leverage eDiscovery for audit reports and holds.
• Migrate clientele from non-Microsoft asset management software (i.e. IBM BigFix) to Microsoft Intune to realize maximum ROI on Microsoft Enterprise Mobility + Security E3 and E5 plans.
• Many enterprises retain redundant software, costly software licenses (see above line) due to a company’s lack of training on the full capabilities of any given Office 365 plan. I spend a great deal of time fully diving into the capabilities of Intune, Skype for Business Cloud PBX, Exchange Online Archiving, Office 365 ATP, Power BI and other less utilized services.
• Configure archive mailboxes and policies to leverage free 50GB of space offered through this platform.
• Configure Azure VM’s for GPO administration/ create and deploy customized GPO’s tailored for business need.
• Migrate Lotus Notes organizations to Exchange Online by first leveraging MONTI to gather all People, Mail-In Database and Domino Server information and then opting between slower, IMAP migration approach and the faster NSF Converter tool for bulk migrations.
• Manage and administer migration of all required customer business data to the cloud, leveraging a combination of cutover, staged and hybrid migration strategies for on premise and secondary party host provider instances of Exchange, SharePoint and AD.
• Regularly migrate enterprise clientele to Exchange Online from IMAP
• Tenant administration duties for management of PowerShell script to automate assignment of licensing for new employees, removal of licenses for termed employees, SPO site/site collection statistics and management of communication plans for new changes being enforced on the tenant.
• Leveraged Metalogix Content Matrix/PowerShell and SharePoint Online Management Shell to migrate 10+TB of on-prem SharePoint 2010/2013 data over to SharePoint Online.
• Plan and assign duties for migration of data for tenant to tenant migration when working with other client IT professionals.
• Determine most cost-effective licensing agreements dependent on client needs, plan and facilitate migration to new O365 plans.
• Assist non-profits with planning and verification (in collaboration with TechSoup) for Non-Profit O365 licensing plans
• Preemptively search for features and known issues with Office 2013/2016 Suite.
• Manage vendors supporting administration and external authentication aspects of SharePoint (such as PingFed in lieu of ADFS implementation), develop and conduct end-user training sessions, product demos, and research/develop/pitch new applications to improve user experience.
• Staged production/test instance of CRM 2015 Online within client’s O365 tenant and worked with Microsoft to migrate Salesforce users to Microsoft CRM 2015 Online platform.
• Escalation point for Next Generation One Drive for Business Sync Client synchronization/data migration issues.
• Planning, deployment, configuration and troubleshooting of new or preexisting ADFS federation farms leveraging Exchange (Online) Admin Center, IDfix, ADSI and Exchange (Online) PowerShell.
• Team Skype for Business escalation point for: PSTN Conferencing configuration, migration from Lync 2010 to Skype for Business (formerly Lync) 2013 and 2015, Topology configuration and optimization, DNS management and edge server transport rules.

Confidential

O365 Concierge Ambassador

Responsibilities:

• Respond to and work on requests for service and incidents utilizing the company ticketing system. Document all work performed within the requests.
• May be required to respond to emergent requests for service and/or unforeseen demand.
• Installation, configuration, and support of Microsoft Office 365 on various customer platforms.
• Provide phone and remote troubleshooting support.
• Ability to provide quick recommendations towards resolution.
• Ability to understand and communicate customer perspective clearly while collaborating with internal departments.
• Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes.
• Communicate with corporate customers via telephone, written correspondence, and electronic services for technically complex problems.
• Ensure accurate and timely resolution for assigned issues.
• Provide front-line administrator and end user support for multiple customers.
• Recognize trends and reoccurring problems.
• Administration of applications within the Office 365 suite.
• Collaborate with other engineers to find solutions. (Including Support Engineers at different levels and technology areas).
• Report software bugs and customer suggestions to management.
• Initiate shift to shift hand-off of open service requests as needed to facilitate ongoing customer support within teams/shifts.

Confidential, Baltimore, MD

SharePoint Administrator/Developer

Responsibilities:

• In support of Maryland State government, administer all content databases, WFEs, DocAve server (for backup and restore jobs) and app servers, redesigning current SP 2013 sites to improve end-user experience as well as survey end users to determine possible day-to-day applications for SharePoint in business process.
• Served as Architect of SharePoint 2013 3-tier farm architecture, ensuring maximum redundancy via failover server provisioning (SQL 2012 servers placed in active-passive clusters), load balancing (Leveraged Barracuda Hardware Load Balancing on WFEs), and deploying all appropriate servers (Including integrated Dynamics CRM 2013 and TFS servers) for roll-out.
• Identify and develop solutions for features and known issues in SharePoint farm, test all solutions in development environment and develop documentation for all changes.
• Utilize SharePoint Designer 2010/2013 to develop custom solutions for end-users to include custom workflows, and other applications as needed.
• Administer Microsoft Dynamics CRM 2013 and Microsoft Dynamics NAV 2013 in an SharePoint integrated environment
• Utilize SharePoint Management Shell to create scripts for common administrative tasks (Permission audits, group moves, site collection moves)
• In Agile environment, used and administered SharePoint team specific Project Server site to provide visible updates to progress being made in all work efforts.

Confidential, Baltimore, MD

SharePoint Infrastructure Administrator

Responsibilities:

• In support of Social Security Administration, administer all SharePoint server farms for SSA, assisting with all physical/virtual server upgrades and maintenance, site collection administration and agency migration of entire production and development farm (over 70 site collections, 2+ TBs of data) from SharePoint 2007 to 2010.
• Recommend and build out requirements for optimizing end-user and supporting staff applications, workflow processes and server infrastructure administration.
• Lead team in creation of new SOP’s for scope of support as well as potential SLA’s for Infrastructure Administrators, focusing on quicker turnarounds for resolution of problems and stronger documentation for critical processes.
• Elected alongside another team member to develop end-user training and test environments for SharePoint 2010 and 2013 and serve as leader of weekly end-user training meetings.
• Work alongside Lead SharePoint Infrastructure Architect, Infrastructure Administration team and Microsoft-assigned Premier Field Engineer to identify and develop solutions for features and known issues in SharePoint 2007 site collections that will prohibit migration to SharePoint 2010 as well as issues in SharePoint 2010 site collections that will prohibit migration to SharePoint 2013. Test all solutions in development environment and develop documentation for other administrators in preparation for live migrations.
• Utilize SharePoint Designer 2007/2010 to develop custom solutions for end-users to include Section 508 compliant master pages, workflows, KPI dashboards, and requested web parts.
• Utilize InfoPath 2007/2010 to create customized forms based off of pre-existing user forms to be leveraged in SharePoint workflows/form libraries.
• Utilize SharePoint Management Shell to create scripts for common administrative tasks (Permission audits, group moves, site collection moves, migration tasks).

Confidential, Washington, DC

Program Analyst

Responsibilities:

• Provide program support for government contract procurement office, primarily determining systemic issues with applications utilized by contract specialists and resolving them via in-house administrative fixes or coordinated efforts with application product vendors (to include write-ups of issue, involvement of interdepartmental groups to reach consensus on recommended fix and application testing for final patch) .
• Recommend and build out requirements for optimizing end-user and supporting staff applications, workflow processes and records management systems.
• Manage layout, user access/permissions, and calendars for agency SharePoint 2010 web portal and Google Sites webpages as well as collect and publish pertinent content for SharePoint portal, Google Sites pages as well as Google Drive (formerly Google Docs)
• Serve as agency lead analyst for testing and requirements gathering for Windows XP to 7 migrations, providing guidance to engineers for successful ZTI deployment of Windows 7 with equally successfully end-user training meetings for new OS.
• Manage Lync Server 2010/ Cisco VCS deployment and subsequent management of PSTN gateway, SIP and provisioning of user accounts and desktop phones.
• Serve as agency POC for training/technical issues for agency SharePoint 2010 portal and Google applications (Chrome as well as Google Apps Sites, Gmail, Google Docs, Gchat, etc.) as well as iOS for members recently migrated from Blackberries to iPhone 4S and iPads.
• Mine data utilizing MySQL queries; perform analysis on returned data and modeling results via Microsoft Excel, Access and Project to provide tailored daily reports for upper-level management regarding individual contract specialist performance, division performance and purchasing trends as well as organization fiscal year financial goal compliance statistics.

Confidential, Owings Mills, MD

Web Application Analyst

Responsibilities:

• Analyzed user-friendliness, functionality and determined defects within client’s e-commerce web based application on desktop and mobile (iOS and Android) browsing platforms, as well as improved processes for support of application and interdepartmental functional groups.
• Administered access and content on department SharePoint 2007 web portal, modeling it to include a forum for colleagues to discuss trending issues, a knowledge base and permission-based access to key documents. Developed InfoPath forms and approval workflows to achieve paperless solution for key processes.
• Built out requirements for improvements and repairs for mobile and desktop versions of web application in a multi-departmental group encompassing the financial as well as technical departments within major health insurance organization as well as performed regression testing on said improvements/repairs prior to and after application release cycles implementing these changes. These requirements were tailored to be feasible from both a technical as well as financial standpoint in both scope and scale.
• Implemented several successful initiatives to cut down on project cost as well as increase productivity across multiple departments. These initiatives were to include the following:
• To determine user-friendliness as well as trending issues within application, wrote requirements and successfully received funding as well as web developer support for implementing questionnaires within application to cut down on time-consuming telephonic communications with Help Desk agents concerning web application which encompassed 30% of all Help Desk calls.
• Improved broken communications between my customer and various vendors for 3rd party web applications by determining and establishing relationships with reliable contacts within vendor organizations. Appointed point of contacts through my personal department to maintain each relationship; streamlining requests to and from these companies for support with their application.
• Created SOP’s for support analysts of application detailing procedures for creating and accessing incidents related to web application through Remedy ticketing system and HP Quality Center, troubleshooting steps on database hosting data seen on web application and process of identifying and capturing images of application issues out-of-scope to escalate to appropriate departments via HP ALM Software.
• Configured Remedy SLM, Service Desk knowledgebase as well as set up queries incorporating Crystal Reports for incident types/closure rates for all users, improved usability frequent users of particular links (navigation menus, note incrementing function, etc.).

Confidential, Beltsville, MD

Service Center Analyst

Responsibilities:

• Through Remedy Client, create, track, manage, resolve and escalate tickets for all user and network impacting issues for the Confidential as part of a skeleton crew of 4 servicing all telephonic and emailed requests by foreign State Department embassy systems administrator
• Utilizing SMS Remote Tools diagnose and remedy advanced issues with customers’ network connectivity, network printing, Microsoft Office 2003 and 2007 suites and proprietary State Department web applications. Outside of utilizing remote connection issues, troubleshot and routed issues to appropriate groups relating to IIS server, VMWare servers (network connectivity, storage issues, application/hardware compatibility issues), SharePoint 2007-2010 server/site collection issues and workstations/servers hosted on classified network.
• Assisted separate action offices with transfer of customer Active Directory accounts and Exchange mailboxes for different bureaus and posts as well as guidance for on-site migrations to Windows 7, ensuring compliance with SOP for user account permissions and mailbox size limitations for each post, assigning additional permissions for distribution lists, network drives and custom applications as approval permits.
• Served as team technical lead for Windows XP to 7 migrations, providing after hours support for migration duties alongside editing/creating documentation for foreign system administrators to perform migrations as well as end-user training documentation for system administrators to disseminate amongst their bureaus/post.

Confidential, Windsor Mill, MD

Service Desk Team Lead

Responsibilities:

• Through Remedy Client, create, track, manage, resolve and escalate tickets for all local user and network impacting issues for the Confidential and Human Services.
• Utilizing Symantec PC Anywhere, diagnose and remedy issues with customers’ network connectivity, network printing, Microsoft Office 2003 and 2007 suites and network share drive/Outlook mailbox access rights/storage size allocation.
• Create and manage user’s VPN profiles via Cisco ACS, agency SharePoint accounts and access permissions as well as user’s Active Directory domain and Terminal Services profiles.
• Created and updated internal knowledge base page utilizing SharePoint 2010 suite. Created workflows/alerts to distribute and receive acknowledgment of receipt of Service Desk staff documentation/SOP.
• Perform floor leadership duties including assistance with advanced issues (High severity issues, VIP callers, tickets neither Service Desk analysts nor Team Leads are able to resolve from Service Desk end), management of phone/email/fax queues, act as Service Desk representative on interdepartmental/organizational bridge communications and site visits, create general contact IVR script as well as scripts for outages, coach analysts on trending issues.
• Assist with SOP development/documentation, MSI packaging via SMS 2003 development and Remedy Incident Management System, SLA compliance management, implementation plans for projects that can affect end users, staff scheduling, reporting on analyst stats and SLA breach percentages and various other contract and project management tasks.