SUMMARY

• I am a Level 1 - 2 Support professional with four years of experience supporting a wide range of systems. During my tenure in the industry, I have been involved with many projects ranging from high velocity migrations to the support of many complex global infrastructures.
• I am seeking to contribute training and acquired skills as a Systems Administrator.I work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance.I may have limited work experience but I am very eager to learn and grow within IT support.

TECHNICAL SKILLS

Systems: Windows 9X,2000,XP,Vista,7,8; Windows Server 2003 and 2008 Server 2012

Software: Active Directory; Exchange 2003, 2007, 2010; Blackberry Enterprise Server; Share Point 2007, 2010; Share Point Designer 2007, 2010; Visio 2010, Lync Server 2010, 2013, Aveksa Identity and Access Management ("IAM") solutions

PROFESSIONAL EXPERIENCE

Confidential

Cloud Operations Analyst

Responsibilities:

• Become extremely competent in our Access Governance Software
• Set up, maintain, document, restore and decommission SAAS images (aka PODs) as needed, leveraging administrator software provided by the 3rd party host
• Provide remote implementation service to clients to assist them with the configure their software and/or troubleshoot problems
• Follow process flows and standard operating procedures
• Work from a ticket queue
• Assist in training new analyst
• Create documentation (procedures, flows, presentations)
• Host Web conferences with clients to demonstrate functionality or assist in troubleshooting or configuration
• Coordinate with the Support team Building training servers (AD,SP,DC)

Confidential, Charlotte NC

Lync Engineer

Responsibilities:

• Troubleshooting Escalated issues
• Troubleshooting OCS\Lync problems
• Driving Bridge calls during service outage situations for our customers
• Developed communication plans with internal partners to minimize end - user impact during system maintenance
• Overseeing escalation and resolutions to determine trends or problem support areas
• Monitored NOC team for quality assurance
• Assisted in performance evaluations, hiring and disciplinary recommendations
• Executed disaster recovery procedures
• Developed documentation in the form of troubleshooting guides and knowledgebase articles

Confidential, Charlotte NC

BSC OPS TIER 2

Responsibilities:

• Troubleshooting Escalated issues
• Troubleshooting Exchange, SharePoint, OCS\Lync problems
• Driving Bridge calls during service outage situations for our customers
• Developed communication plans with internal partners to minimize end - user impact during system maintenance
• Overseeing escalation and resolutions to determine trends or problem support areas
• Monitored NOC team for quality assurance
• Assisted in performance evaluations, hiring and disciplinary recommendations
• Executed disaster recovery procedures
• Developed documentation in the form of troubleshooting guides and knowledgebase articles

Confidential, Charlotte NC

BSC OPS TIER 2

Responsibilities:

• Troubleshooting Escalated issues From Tier 1
• Troubleshooting Exchange and Active directory problems
• Developed communication plans with internal partners to minimize end - user impact during system maintenance
• successfully closed over 90% of all tickets I handled
• Assisted in performance evaluations, hiring and disciplinary recommendations
• Executed disaster recovery procedures
• Developed documentation in the form of troubleshooting guides and knowledgebase articles
• Rebuilt Offline address books
• Enable/Disable POP3, IMAP, ActiveSync, OWA, MAPI (Wrote script in PowerShell to streamline this process)
• Release domain from DNS
• Using SQL to check on user information
• Change SIP address In Exchange Management Counsel (EMC)
• Mailbox reconnects
• Worked tickets/bugs with in Product Studio
• SOP’s where written in word then sent to the development team for approval
• Wrote scrip in PowerShell to streamline this process then sent to the development team for approval
• Wrote quick PowerShell scripts in excel for quick use (was able to complete tickets that no one else was able to do) to be ran in Exchange Management Shell (EMS)
• Tested new Sop’s and scripts that Development was in the process of approving
• Worked with 1000’s of different companies and data centers around the world
• Change passwords using “Active Directory Users and Computers” (dsa.msc) on the 2003 Domain Controllers
• Grant access to different Datacenters
• Validated attribute properties via adsiedit.msc
• Set mailbox quota limits
• Updated the GAL (global address list) to hide or unhide users
• Update forwarding for users
• Modified mailbox size limits for users with approved upgrades
• Modified rules quota
• Upgraded Distribution Groups to Mail-Enabled Security Groups when requested

Confidential

Migration Specialist

Responsibilities:

• Assisted in the creation of Novant s SharePoint 2007 environment
• Mapping Novant s Eprise environment with Visio for new SharePoint lay out.
• Created Excel spread sheets to show all pages found that were not on Novant s original reports.
• Responsible for creating process documents for migrations from Eprise to SharePoint.
• Performed migrations from customer source environment to the new SharePoint site.
• Ensured high accuracy and provided verification reports of all pages and documents moved to the new environment.
• Ensured confidential information stayed secured during migration.
• Took a leadership role with the other Migration Specialists, helping them understand SharePoint and the migration process.

Confidential

IT Support Specialist

Responsibilities:

• Audited incoming accounts
• Troubleshoot migration related issues remotely
• Inventory computers, monitors and printers from acquired companies
• Installed standard company applications and patches
• Updated and/or installed a variety Confidential products
• Customer support on new company software and services (via calls and/or emails )
• Set appointments for scheduled installations of company applications
• Maintained detailed notes and spreadsheets about inventory.

Rapid Response Engineer

Confidential

Responsibilities:

• Proactively contacted customers in the event of a problem
• Troubleshoot and assisted customers to perform remediation steps necessary when problems arose
• Deployed patches to multiple customer networks
• Aided in the stability testing of prerelease patches
• Performed system health checks
• Assisted in the development and maintenance of system architecture and operations documentation
• Supported the architecture and integration of messaging solutions
• Monitored multiple customer networks and systems
• Confidential, Charlotte NC (partnered with M3 Technology Group 11/07 - 2/09)
• Migration Specialist, MS Online (Managed hosting services) - Contract Position via M3TG
• Responsible for creating process documents for new migrations.
• Performed migrations from customer source environment to Confidential hosted solution.
• Ensured high accuracy and provided verification reports of all mailboxes moved to the managed environment