SUMMARY:

• 20+ years of consistent growth and development within multiple organizations
• Outstanding dedication to customer service and client services
• Strong troubleshooting and problem solving skills
• Detail oriented multi - task individual with strong organizational skills
• Tactful team player that thrives in an energetic and growth oriented organization

PROFESSIONAL EXPERIENCE:

Confidential, New York

Exchange Administrator

Responsibilities:

• Create PSTs of mailboxes as requested per legal, users and management
• Create PSTs using Enterprise Vault
• Unarchive email messages via Enterprise Vault or manually
• Block email and domains on user and organizational level using Proofpoint
• Release quarantined emails using Proofpoint
• Message tracking using Proofpoint and Powershell
• Restores using Veeam
• Work 2nd and 3rd level incidents that come in through Remedy Now
• Create receive connectors on Exchange using Powershell
• Update Sharepoint with new receive connectors
• Troubleshoot Skype for Business issues
• EDiscovery emails requested by Security
• Create Mailtips on Server level
• Submit change management incidents
• Attend change management calls
• Assist Account Management with mailbox issues
• Run clean mail database as instructed by Account Management
• Responsible for Remedy Now Messaging queue and distributing tickets to Engineers as needed

Confidential

Messaging Specialist, E-Collaboration

Responsibilities:

• Lead on Lotus Notes migrations across all offices and distribution plants in the US
• Upgraded all Sika employees from Lotus Notes 8.5 to 9.0
• Mobile Device Management (MDM) Administrator for all mobile devices using Mobile Iron
• Primary IT Support escalation for all the Technical Sales Representatives, approximately 1,000+ users
• Performed “White Glove” service to all of Sika’s executive class employees
• Assisted other IT Support groups with troubleshooting and problem management
• Migrated mailboxes from Outlook to Lotus Notes using Transend
• Responsible for Lotus Notes deletions

Confidential, NY

Desktop Technician/Administrator

Responsibilities:

• Diagnosed and resolved software and hardware incidents, including operating systems (Windows and Mac), across a range of software applications.
• Assisted all Weight Watchers employees with logged IT related incident
• Took ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately recorded, updated and documented requests using the IT service desk system (Service Now)
• Installed and configured new IT equipment
• Resolved incidents and upgrade different types of software and hardware
• Resolved incidents with printers, copiers and scanners
• Maintained a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Confidential

Exchange Administrator / Contractor

Responsibilities:

• Replaced RSS (third party tool) with native Exchange calendar
• Created PowerPoint spreadsheet with name, alias, SMTP to create CSV
• Trained IT Services and high level admins
• Test conference rooms on all platforms, i.e., iPad, iPhone, iMac, Exchange 2010, O365, etc.
• Attended appropriate meetings to collaborate best solution
• Trained focus group

Confidential

Exchange Administrator / Contractor

Responsibilities:

• Post production Lotus Notes to Exchange 2013 rollout triage support for Fidelis Care onsite
• Troubleshooting MS Outlook issues
• Documentation of daily Exchange Administration tasks
• Added documentation to SharePoint
• Created shared mailboxes, groups and resources on Exchange 2013
• Ran PowerShell Commands
• Worked with other Exchange Engineers to modify scripts
• Created .csv files
• Modified Lotus Notes 8.5 person documents
• Corrected CMT error messages during migration

Confidential

Messaging Specialist - Lotus Notes/Exchange Administrator

Responsibilities:

• Created and managed TLS connections using IronPort
• Created shared mailboxes using PowerShell
• Responsible for mailbox moves companywide (100,000+) as part of server upgrades
• Knowledge of PowerShell commands
• Knowledge of Exchange 2003 and 2010
• Completed Lotus to Exchange Migration utilizing the Quest Migrator Tool
• Trained Groupware and Account Management teams in the migration process.
• Trained international system engineers during their time zone in migration process
• Generate weekly statistical department reports for submission to management.
• Provided 2nd and 3rd level support for client base of 60,000+ users in various domains for Marsh and affiliate companies.
• Troubleshoot mail routing, mail file corruptions, template issues for R4, R5 and ND6 clients and templates.
• Created of mail-in databases, groups, replication of databases and ACL changes.
• Provided 24/7 support on a rotation basis for over 400 Notes/Domino servers on AS400 and Windows boxes.
• Provided Blackberry, iPhone and Android device support and troubleshooting.
• Maintained MProfile and x500 records for Internet mail issues
• Administered and supported all external email issues via IronPort.
• Responsible for troubleshooting and closing high volume CA tickets.
• Assisted with Template Rollouts alongside the Development and Infrastructure Teams.
• Mercer Liaison: Responsible for coordination and placement of forwarding for Mercer users. Work with Mercer on mail-routing issues between Mercer and Marsh.
• Kroll Liaison: Responsible for placement of forwarding for Kroll users based on a strict timeframe.
• Administered Notes to Notes connections with various subsidiaries.
• Knowledge of Server Admin Plus and Power Tools.

Confidential

Lotus Notes Administrator / Contractor

Responsibilities:

• Provided 2nd and 3rd level support for client base of 85,000+ users.
• Troubleshoot mail routing, mail file corruptions, template issues for R4, R5 and ND6 clients and templates. Creation of mail-in databases, groups, replication of databases and ACL changes.
• Provide 24/7 support on a rotation basis for over 400 Notes/Domino servers on AS400 and Windows boxes.
• Administered Sametime and Quickplace servers.
• Responsible for troubleshooting and closing high volume Remedy tickets.
• Assisted with Template Rollouts alongside the Development and Infrastructure Teams.
• Mercer Liaison: Responsible for coordination and placement of forwarding for Mercer users. Work with Mercer on mail-routing issues between Mercer and Marsh.
• Kroll Liaison: Responsible for placement of forwarding for Kroll users based on a strict timeframe.
• Administered Notes to Notes connections with various subsidiaries.
• Knowledge of Server Admin Plus and Power Tools.

Confidential

Lotus Notes Administrator / Contractor

Responsibilities:

• Worked as a contract employee for Bear Stearns. Responsibilities included: creating new users, deletions and s.
• Database support: corruption, adding keywords.
• Server support
• Trained client-base of 150 users. Sessions included new features within ND 6.5, calendaring, scheduling, archiving and overall use of Lotus Notes.

Confidential

Lotus Notes Administrator

Responsibilities:

• Supported a client base of over 140,000 users. Responsibilities included: s, deletions, client installations and mail file restores for Philips Magnavox Global Corporation.
• Remote access support for field sales force.
• Server Support: Supported over 300 Notes/Domino servers on UNIX and NT boxes. Responsibilities included, but not limited to monitoring Notes Logs, compacting and rebooting severs as needed.
• Supported and administered Sametime servers.
• Provided support on coexistence environment (R5 and ND6)
• Project Manager: Planned and implemented Manual Housekeeping for all regional offices located in Eindhoven, Asia, Croydon, Netherlands and the United States.
• International upgrades from Notes R4 to R5 for Lexmark: Project included client installs, onsite technical support, and of centralized helpdesk. In addition, supported Latin American clients in Spanish.
• Migration of Philips Oral Health Care and Philips Medical from Exchange to Lotus Notes utilizing CMT (Binary Tree).
• Traveled overseas for and migration to ND6.
• Acquired an in-depth knowledge of NT, Windows 2000, Windows 95, 98, XP, Microsoft Office Suite, MS Outlook, IE 6.0, Netscape, SMS, Lotus Notes, Lotus Administrator, Lotus Notes Designer, Enterprise Administrator, Remedy, AHD, and Dameware.

Confidential

Lotus Notes Administrator

Responsibilities:

• User level administration, created, deleted and re-certified Notes ids for over 80,000 international users.
• Provided second level phone support and problem call tracking through Remedy and various Lotus Notes databases.
• Participated in companywide split of Healthcare affiliate into separate Notes domain (20,000 users affected).
• Tracked and reported server outages to national Operation and Control Center (OCC).
• Maintained and tracked daily system backups and restores through ArcServe software.
• Responsible for Prudential’s centralized help desks.

Confidential

Technical Support Analyst

Responsibilities:

• Coordinated user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user productivity and satisfaction.
• Researched, resolved and responded to complex questions received via telephone calls, callbacks, e-mails or escalations, and provided support on electronic services, in accordance with standards.
• Acquired and maintained knowledge of relevant product offerings, support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Attended sessions offered within the group and assisted in workshops.
• Coordinated help desk wide special projects, which included setting up weekly sessions to enhance the team’s technical support skills.
• Request Database liaison for the help desk
• Attendance Coordinator
• ADMF Coordinator
• Responsibilities included day-to-day administrative functions
• Site administration (consisted of running monthly reports, maintaining and updating network server).