SUMMARY:

Information Technology Professional Dedicated Mid - level Information Technology professional seeking to provide technical support and great customer service. Skilled problem-solver able to communicate with users on different levels of technical proficiency. Ability to troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

TECHNICAL KNOWLEDGE:

Platforms: Windows Vista/7/8/10/Server, IOS, Android, Zendesk, SalesForce, Citrix, Remedy, Avaya, Cisco, ServiceNow, LinuxTools Microsoft Excel, Microsoft PowerPoint, Microsoft Project, Microsoft Visio, Microsoft Outlook, Microsoft Access, Microsoft SharePoint, Office 365, Active Directory, Microsoft SQL server, Microsoft Exchange Server, Java Programming

Skills: Active Directory, Server Installation, Server Maintenance, Server Performance Management Server Roles, System Recovery, Windows Based Networking, Remote Desktop, HTML5, CSSInstallation, Configuration, Upgrading (system modules/addresses/ports/devices) Diagnosing and Troubleshooting; Computers, Laptops and Mobile Devices

Preventative Maintenance: Motherboards, Processors, Memory, Peripherals;

Operating Systems: Installation. Configuration and Upgrading;

Media Topologies: Network topologies/ media connectors and uses/ identifying network components

Protocols & Standards: OSI & TCP/IP Model / Network Protocols / Network Service

PROFESSIONAL EXPERIENCE:

Confidential

O365 Migration Support Specialist

Responsibilities:

• User provisioning, License assignments, Mailbox migration to Office 365
• PST migration to Office 365
• Office 365 E-Mail Archiving setup and configuration Yammer Administration
• Teams Administration and Configuration, Multi-Factor Authentication Single Sign-On
• Creation of Audit Logging Audit trails
• Custom Security Roles definitions and creation User Documentation, instructions, and on-boarding,
• Create end-user documentation
• Create checklists for migrations, Create User instructions
• Assist in On-board of users to Office 365, Microsoft Exchange Migration to Office 365,
• Support for existing Distribution Groups, Resource mailboxes, service accounts,
• Creation and modification of service accounts, resource accounts, contractors, etc
• Power Shell, Basic scripting to perform administrative tasks on-premise or using
• MFA based Power Shell in Office 365
• Preferred Microsoft SQL Server Installation of SQL server Create modify Maintenance and backup plans
• Database Restore Sharepoint Sharepoint (On-Premise) Basic administration and support for existing on-premise installation
• Sharepoint (Cloud) Basic administration and support ADFS Azure Connect technology Capable of building High-Availability environment

Confidential

Service Desk Analyst

Responsibilities:

• Onsite Office 365 subject matter expert
• Installation of O365 products and programs
• Use of ServiceNow to create, and resolve tickets through chat and phone calls
• RSA Secure ID software and hardware configuration
• Provides Level 1 and Level 2 support. phone support, handling minor triage issues with basic troubleshooting
• Escalating all other issues to Level 2 and 3 support.
• Maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications,
• Maximize Firm-wide productivity and minimize system downtime.
• Assists withHelpdeskduties and installs hardware and software.

Confidential

Service Desk Analyst

Responsibilities:

• Use of Active Directory to create, unlock, and reset passwords and accounts
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Troubleshoot and install Office 365 application
• Use of CTI categories for logging request and Incidents
• Resident Office 365 subject matter expert
• Documents resolutions and updates self-help and staff knowledge bases.
• Use of O365 Sharepoint database, Citrix Database and VPN
• Creation of Company emails and accounts

Confidential

O365 Migration Specialist

Responsibilities:

• O365 OneDrive preview - data is there and make sure local work is uploaded to company site
• Sync works from old site to new site
• Install, configure and troubleshoot Mircosoft Office 2016 and 365
• O365 SharePoint and Teams - have to use old credentials during migration window; Show user how to do this.
• Log on with new O365 credentials with SSO - first initial last name @client.com
• Level 1 service desk type stuff and Basic troubleshooting

Confidential

IT Helpdesk Technician

Responsibilities:

• Assisted with installation of cables and configured computer labs
• Configured Office 365 email accounts for incoming students
• Installed and Resolve Issue within Office 365
• Troubleshoot issues with computer hardware and thin clients
• Install windows server and win office onto computer image
• Clean and Maintain computer components and labs
• Handled Helpdesk tickets and escalations for consumer issues
• Assisted clients with incoming inquiries
• Handled 50-70 calls per day; calls handled with one call resolution

Confidential

Helpdesk

Responsibilities:

• Troubleshoot user issues with website and applications
• Navigated clients through state license renewals and applications
• Trained new employees on interoffice call tracking systems
• High Volume Call center with 80-100 calls per day