TECHNICAL SKILLS

Software: MS Office Suites - O365, Outlook - 2016, 2013, 2010, 2007, Log Me In Rescue, Remote Desktop, Citrix, TeamViewer, and Active Directory - 2008, 2010, and 2012. Internet Explorer 8 -11, Cisco Web ex and Confidential vpn, Lotus Notes 5-8 versions, Junos, Juniper, RadiusNT, Dameware, Cloud Sync, Aventail, Sybase iAnywhere Afaria, Nexgen, Salestrak, Net Meeting, Altiris. ATT, Verizon Push to talk, Airclic, Maildroid, Eschat, Sametime 8.5, 9, Team viewer 9, 10, VMWare, Confidential Lync.

Servers: Windows - 2012, 2008, 2007, 2003, Exchange - 2010 and 2012, Blackberry Enterprise Server 4.1-10 client and web based versions.

Networking: TCP-IP

Databases: Siebel, Proprietary IS3 and IS3E, SAP, Admin, SQL, and Pro Comm.

Hardware: Dell, Macintosh, IBM, Hewlett Packard, Toshiba, Xerox, and Windows PC - 32 and 64 bit, laptops, tablets, and printers. Handhelds - Intermec CN 3, 50s and 70s, Motorola 50, 70, 75, I365, and Nextel I615.

Desktop Operating Systems: Macintosh - Sierra OS X 10.12 and Windows 7, 8.1, and 10.

Mobile Device Management Software tools: Airwatch, Good Technology, Confidential Intune, Mobile Iron, SOTI, Tangoe and Verizon Mobile Workforce - Connect manager.

Mobile Operating Systems - Device Platforms: Apple Iphone 5 - 7 IOS versions 10.3.x, Ipads 2, 3, 4 generations, Android OS 4.x - 7.0 - HTC-6.5, Pixel, and Samsung. Google - Gmail, Google apps, Windows Mobile OS 5.x - 8.x ruggedized handhelds, Windows mobile phones OS 8x - 10x, and RIM Blackberry OS 5.x and up PDAs - devices.

CELLPHONE and AIRCARDS: AT & T, Sprint, and Verizon service providers - carriers.

PHONE SYSTEMS: Confidential, Cisco Systems, DSCI-Ipbx, Fonality and Polycom.

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Intune Mobile Device Management Software Support Engineer 2

Responsibilities:

• Tier 2 mobility software support escalation for Enterprise Confidential Professional clientele dat consists of Technical Support Specialists levels 2 - 3 and third party business consultants by phone and email contact throughout teh US and internationally.
• Assists, troubleshoots, reproduces, quality test, manages, provisions, installs, setups, configures, enrolls and deploys across multiple systems including Intune, Azure, O365, Exchange, and System Center Configuration Manager processing lifecycle components of MDM – Mobile Device Management, MAM – Mobile application Management, MEM – Mobile Email Management, Macintosh, and Windows computer management transactions.
• Performs, adds, moves, and deletes transactions across all Iphones, Ipads, Androids, mobile device platforms. Both MAC OS X and Windows computers regarding corporate issued and BYOD owned devices, PCs, and laptops.
• Administers and setup configuration, compliance, conditional access, and application policies during teh enrollment process of teh devices in teh Intune, Azure AD, and System Center Configuration manager consoles and portals.
• Activates, uploads, and installs both enterprise applications and proprietary software dat consists of teh Confidential Office Suite – Word, Excel, Powerpoint, Skype, One Note and Outlook 2013 - 2016. Proprietary software developed internally or in-house by teh Confidential technical customers.
• Creates and syncs both native email client and outlook web based account profiles in teh O365 portal and Exchange admin centers utilizing Exchange Active sync and Active Directory.
• Assigns, adds, and issues user, group, and product license accounts within teh O365 portal.
• Resets MDM O365, Intune, and SCCM authorities dat determined how devices are managed.
• Programs, configures, and setup device enrollment tokens, Apple push certificates, wi-fi and virtual private networks profiles across teh multiple systems intune, Azure AD, and System Center Configuration manager.
• Unlocks passwords and passcodes on all device platforms.
• Enrolls multiple device platforms through teh Confidential Intune company portal application checking for teh device compliance statuses and issues.
• Debugs both company portal and Intune collection logs across teh mobile device platforms.
• Performs and run powershell scripts for Windows 7, 8.1, and 10 PCs and laptops.
• Remotes into teh Dell computers utilizing both Log Me In Rescue and Skype assistance to troubleshoot and resolve on Windows 7, 8.1. and 10 OS as issue arise in teh customer’s environment.
• Processes all ticket transactions in teh Confidential MSSolve 2.7 ticketing system.
• Processes database researches and lookups utilizing teh Viewpoint system.

Confidential, Dallas, TX

Service Desk Wireless Team

Responsibilities:

• Tier 2 mobility wireless via phone, in person contact support for Confidential Food employees and teh Service Desk Level 1 analysts within teh US.
• Completed migrating 3000 Confidential employees IOS iphone and ipad mobile platform devices on 8-28-15 from Lotus Traveler to Office 365 email client.
• Enrolls, configures, product tester, applies polices to user account profiles, troubleshoots both hardware and software wireless issues dat arise across multiple mobile OS and IOS platforms dat include Windows ruggedized warehouse handhelds, Blackberry smartphones, Apple Iphones, Ipads, corporate-owned, BYOD – Bring your own device, Dell PCs and laptops.
• Provisions, manages, supports, product tested, installs both standardized and proprietary software utilizing teh MAM - Mobile Application, MDM – Mobile Device, MEM – Mobile Email, MIM – Mobile Information management systems features onto teh Mobile device platforms in teh Airwatch Mobile Device Management system software tool.
• Console Administrator creates user and smart groups, email and application profiles in teh Airwatch console.
• Sets up and configures Office 365 power shell, exchange active sync, native client, wi-fi, vpn, and passcode payloads in teh Airwatch console.
• Created a co-existence server environment regarding directory services in teh Airwatch console between both Lotus Domino and Active Directory.
• Remotes into Dell PCs and laptops utilizing teh software Team viewer 9, 10 supporting, troubleshooting both hardware, software, and Windows 7 OS issues.
• Activates, performs moves, adds, changes and disconnects to end user accounts in teh BES legacy, BAS, and Skynax servers.
• Set up email accounts in teh BES legacy, BAS10, IBM Lotus 8.5 Traveler, and Office 365.
• Supports, troubleshoots and installs O365 applications ranging from Outlook, Skype, Yammer, One Note, Word, Excel, and Powerpoint on teh IOS mobile device platforms, PCs, and laptops.
• Enables, disables, performs adds, moves, and deletes transactions to user accounts, unlocks and locks passcodes, password resets for Confidential corporate and BYOD employees in LDAP, Active Directory and Active sync management.
• Programs mobile hotspots, wi-fi, cellular data, text messaging, vpn, network connection settings on ATT, Sprint, Verizon service providers phones and devices.
• Troubleshoots, supports, and resolves cellphones, pdas and aircards issues.
• Troubleshoots printers, pairing Bluetooth issues, and error messages dat arise on teh ruggedized Intermec CN 3 and 70 Windows mobile handhelds.
• Processes all ticket transactions through teh Service Now ticketing system.

Confidential

Information Technology

Member Technical Support Specialist 2

Responsibilities:

• Tier 2 support via phone and email contact for Verizon employees and Helpdesk enrolling, troubleshooting, configuring, adding policies and processing wireless and wireline mobile issues dat arise across multiple mobile platforms including Blackberry smartphones, Apple iphones, ipads, and Android devices, tablets, BYOD, PCs and laptops in teh US.
• Installed, activated, product tested, performed moves, adds, changes, and disconnects in both teh Good MDM Technology, BAS10 and BES Legacy servers.
• Set up email accounts in teh BES legacy, BAS10 and Outlook 2010.
• Enabled, disabled, performed adds, moves, and deletes transactions to user accounts, unlocks and locks passcodes, password resets for Verizon corporate employees in Exchange Active Directory and Active Sync management.
• Provisions, enrolls, product tested, applies policies, and configures both standardized and proprietary software including Good for Enterprise email client, Good Access, VZmobile and IBM Sametime 9 - version 5.
• Processed both Email Messaging Services and VZ messaging tickets in teh Call Management Interface web ticketing system.
• Pilot tested performing device migrations from Good Technology to Mobile Iron Mobile device management systems.

Confidential, Coppell, TX

Technical Support Specialist 2

Responsibilities:

• Point of contact for Confidential internal and external employees, service providers, and third party vendors located in teh US and Canada via in-person, phone, email, and voicemail correspondence requests.
• Tier 2 support for teh Confidential Helpdesk Technical Assistance Center troubleshooted and resolved wireless mobile issues dat arose across multiple mobile platforms including Windows Mobile handhelds, scanners, and devices, Blackberry smartphones, Apple Iphones, Ipads and Androids.
• Activated, enrolled, product tested, applied policies, installed, setup, configured, provisioned, troubleshooted, hardware and software issues dat involved email, voice mail, standard and proprietary applications in reference to mobile OS and IOS versions platform systems.
• Programmed mobile hotspots, wi-fi, cellular data, text messaging, vpn, network connection settings, Push to talk, and Eschat, on ATT, Sprint, Verizon, service providers phones and devices.
• Set up email accounts on teh Blackberry Enterprise server 4.1 client, 10 web based and Exchange ActiveSync server 2008.
• Enabled, performed adds, moves, and deleted transactions to user accounts, unlocked and locked passcodes, password resets for Confidential corporate employees located at headquarters and branch site locations through Active Directory and Active Sync management.
• Crossed-trained setting up adding, deleting, end users accounts into teh Cisco Unified Manager system for both phone and voice mail access.
• Appointed as Technical lead on a project managing, supporting, implementing, evaluating, testing to install a Mobile Device Management software tool and BYOD for production dat would meet teh Confidential criteria requirements mobile environment solutions needs.
• Project migration for 130 branch site locations throughout teh US; switching network to other service providers based upon site survey results regarding coverage in their areas and supporting teh customized Push to Talk application on teh two way radio or direct connect handhelds and smartphones.
• Collaborated with Wireless Watchdogs, a third party vendor, to replace, configure, and install a corporate email for 200 Confidential end users.
• Coordinated with project team to deploy 500 Intermec CN70 Windows mobile device handhelds to 40 Canadian branches utilizing teh handhelds to scan daily arrivals and departures servicing their customers on daily routes and supported teh customized Airclic applications while managing teh handhelds through teh MDM software tool entitled “SOTI”.

Confidential, Plano, TX

Technical Support Specialist 2

Responsibilities:

• Tier 1 and 2 help desk support to a diverse clientele both domestic and internationally.
• Installed, troubleshooted, and configured technical application issues dat arose for multiple phone and device platforms dat expanded from Windows Mobile, RIM Blackberry PDAs, Smartphones, Apple Iphones, Ipads, and Android mobile operating systems.
• Remote access into Dell and Macintosh desktops, PCs, laptops, devices and phones to install Windows Mobile Device Center, Active sync 4.5 and Syncmate, IBM Lotus Notes, Afaria, Airclic, Salestrak, Nxgen, Citrix, Radius NT, and Aventail applications utilizing teh following software Log Me In Rescue, Remote Desktop, MDM, MAM - SOTI, Mobileiron, Airwatch, Good technology, and Tangoe.
• Enrolled, provisioned, product tested, activated, applied policies to all mobile platforms, voice mail, PCs, and laptops.
• Programmed network, wireless, and virtual private network connection settings on AT & T, Sprint, Verizon, T-Mobile, HTC carrier phones and devices.
• Enabled, unlocked, performed moves, adds, deletes and reset passwords for customer accounts and end users through Active Directory and Active Sync management.
• Setup, configured both email and voice mail accounts.
• Trained new hires and created technical training documentation for our diversified customer account profiles.

Confidential, Dallas, TX

Technical Support Specialist 1

Responsibilities:

• Responded to clients from Confidential Express, Kinkos, Loreal, ABM, Genre - T-Systems, and Sunoco branch center locations throughout teh United States and Canada.
• Tiers 1 and 2 level helpdesk for software and hardware configurations connectivity on Dell, IBM, Toshiba, and Xerox Desktops, PCs, laptops, printers, Confidential office suite 2003 and 2007 applications, Altiris, Lotus Notes, Domino domain and servers, Netware, Window and Novell Netware operating systems and administered LDAP transactions on teh server.
• Performed password resets, maintained active directory of user accounts, reconfigured firewalls, Cisco vpn, remote assistance, vnc clients, Dameware, desktop, email, remote support, networking, proprietary workstations, programmed Blackberry and Treo pdas, citrix ica client, metaframe, scanners, laptops, and printers.

Confidential, Dallas, TX

Customer Support Engineer 2

Responsibilities:

• Provided Tiers 1-3 end-user and system administration support for voice mail to a clientele base dat consisted of residential, business coordinators, account consultants, project management, repair technicians, and networking operation departments for SBC, Verizon, Sprint, Allegiance Telecom, and Comcast via phone, email and voice mail.
• Provisioned, programmed, system administered, vectored, and completed 5ESS, media and key software switch translations, system trunk assignments, analog and data hunt groups, phone set feature activations, and dial plans in Definity G3R, S8700 and Merlin Legend PBX switches.
• Processed moves, adds, and changes for voice mail order integration requests into teh Aria 250-350, Serenade 200 – 300, and Intuity Audix voice mail systems.
• Tracked and captured voice mail system activity into teh Siebel, Proprietary IS3 and IS3E, SAP, Admin, and ProComm database systems.
• Dispatched field service technicians and wiring vendors to install phone, adjunct equipment, circuit packs, voice and data wiring requests.