SUMMARY:

• Network Operations and System Engineer with years of schooling and technical education combined with 9 years of hands - on experience with desktop support and other production IT environments.
• Understanding knowledge of Microsoft Azure, HTML, VMware, and PowerShell Scripting.
• A proven ability to learn fast and provide 24x7 support of business IT systems.
• Extensive knowledge of Office 365, Exchange, Active Directory, SharePoint, monitoring systems, compliance best practice.r

TECHNICAL SKILLS:

Windows 2007/2008/2010 , Microsoft Word, Microsoft Office 365, Power Point, Excel, Google Chrome, Internet Explorer, Mozilla Firefox, SQL Server 2008 and 2014, SQL Management Studio, Remote Desktop, Microsoft Lync, LogMeIn, Microsoft CRM, GoToMeeting, Confidential, Confidential, Salesforce, VMware, vCloud, Stash, Jira, Jama, Jenkins, Siteminder and Confluence software applications, Rave, Parature, ViewPoint, CMAT.

PROFESSIONAL EXPERIENCE:

Microsoft Office 365 Support Engineer

Confidential, Atlanta, GA

Responsibilities:

• Guide customers in onboarding their organizations to Office 365 services such as Azure, Exchange Online, SharePoint Online, SharePoint Hybrid from 2010 to 2016, Lync Online, Office 2016, Office 365 ProPlus and Yammer.
• Responsible for delivering an enjoyable and seamless onboarding experience from other on-premises or cloud platforms to Office 365.
• Provide technical support for Small Business customers from various Office 365 products and services (some Enterprise level services).
• Utilize Azure AD and/or existing PowerShell scripts to customize clients’ Office 365 portal.
• Respond to customer tickets/e-mails via RAVE and assist in resolving Office 365 related issues/concerns.
• Resolve Office 365 and ProPlus Suite configuration issues.
• Manage SLA tickets via Parature.
• 100% Remote Position.

Network Operations Center Engineer

Confidential, Atlanta, GA

Responsibilities:

• Responded to customer tickets and critical alerts 24x7 on a rotational basis via phone or remote access.
• Managed and support six separate Confidential network domains running within four data centers.
• Administered over 1,200 Windows servers consisting of QA, development, UAT, and production environments.
• Monitored all servers and critical applications using SNMP and WMI based monitoring tools such as Solarwinds Orion, Network Performance Monitor, Software Application Monitor and Web Transaction Monitor.
• Configured and monitored Stash, Jira, Jama, Jenkins continuous integration.
• Used vCloud application to identify and address CPU processing capacity.
• Validated server backups, antivirus protection, monthly patching and firewall policies.
• Assisted Infrastructure department with migrating internal employees from Exchange 2012 and/or 2013 to Office365.

System Administrator

Confidential, Atlanta, GA

Responsibilities:

• Promoted software code and application changes via Confidential ’s life cycle process from DEV/QA/UAT/PROD.
• Adjusted network and server resources as needed to ensure stable operation such as CPU/memory/disk space management.
• Leveraged existing PowerShell scripts to add new users, disable user accounts, reset passwords, modify user groups, retrieve AD group membership details, and perform auditing of user access history.
• Developed, updated and maintained technical documents and knowledge base articles related to internal applications.
• Assisted in the configuration and onboarding provisioning of new Confidential Managed Analytics employees.
• Resolved helpdesk tickets in a timely manner using tools such as Confidential.
• Helped coordinate, document and communicate scheduled maintenance activities to internal employees.

Support Engineer

Confidential, Atlanta, GA

Responsibilities:

• Resolved software and/or hardware related issues in a timely manner using Salesforce ticketing system.
• Provided hands-on experience installing, configuring, managing, administration, and monitoring and troubleshooting MS SQL Server 2005/2008/R2.
• Executed SQL scripts to query and modify database information.
• Troubleshot communication/network related issues related to hardware/scanners: TekVision, RFID readers, MC9090 scanner, MC9590, AccuDrawer, AMS Toolbox, Cablock, AccuCab, HybridCab, ModuLock, MultiLock, MultiStore, ProLock, ProStock, RoboCrib, and WeighStation units.
• Managed customer support activities using Salesforce and followed up with customers to ensure satisfaction.
• Helped train and develop coworkers and other Technical Support Engineers in best practices and support calls.
• Worked with development testing the software, suggesting enhancements and resolving bugs.

Desktop/Production Engineer

Confidential, Atlanta, GA

Responsibilities:

• Responded to software/hardware related issues via the Confidential ticketing system and documented the resolution.
• Responsible for ghost imaging, configuring, and deployment of Windows 7 laptops, desktops, and MAC computers- including hardware, software, and network issues, Active Directory maintenance and PC setup on domain.
• Managed all Dell laptops, desktops, and servers via Confidential .
• Supported over 600 local and remote users.
• Devised step by step instructions on how to resolve software/hardware related issues.

Confidential

Software Support Engineer II, Atlanta, GA

Responsibilities:

• Responded to software and hardware related issued via the Clientele v8.2 ticketing system.
• Communicated with management to arrange implementations, upgrades/migrations, and basic maintenance for MS Access and SQL databases.
• Submitted documentation to issues in the knowledge base for internal/external usage.
• Installed, configured, tested, and maintained software for Field Service Engineers and trainers via Bomgar, a remote access application.
• Trained and assisted clients with the use of their equipment and how to properly maintain their office network, servers, workstations, and data.