SUMMARY:

• Information Technology Professional Dedicated Information Technology professional seeking to provide advanced 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 SKILLS:

Platforms: Windows 7/10/Server, IOS, Android, Surface, Salesforce, Citrix, Avaya, Cisco, ServiceNow, Linux

Tools: Microsoft Excel, Microsoft PowerPoint, Microsoft Project, Microsoft Visio, Microsoft Outlook, Microsoft Access, Microsoft SharePoint, Office 365, Active Directory, Microsoft SQL server, Microsoft Exchange Server, AzureSkills:Active Directory, MX Records, Server Installation, Server Maintenance, Server Performance Management

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

Self Study: AWS Technical Essentials, Microsoft Azure Administrator, Teams Administrator Associate

PROFESSIONAL EXPERIENCE:

Confidential

Infrastructure Engineer

Responsibilities:

• Tier 3 level support for Office 365/Azure environment
• Maintain and monitor Mimecast for any changes or policies as well as examine, release/reject emails
• Point of Contact for executive level support
• Set up Teams licenses, assigning call plans, e911 and direct routing
• Notice trends and report reoccurring problems
• Purchase, update and assign O365 licenses
• Train new hires, when escalated to me I also will show how to do task to increase resolution times (SLAs)
• Stay up to date with technological changes in the industry with internal and external training
• In this role, I am the Teams, One Drive/SharePoint, Outlook, Azure AD and Exchange admin point of contact
• Create support tickets with Microsoft Premier Support
• Use PowerShell deploy scripts for Teams, Exchange, and Azure

Confidential

Support Engineer

Responsibilities:

• Engage and empathize with customers to support and resolve technical issues through completion
• Develop, foster and maintain highly effective customer interaction
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Accurately document all work performed through ticketing system including details and outcomes
• Ensure accurate and timely resolution of all assigned issues
• Escalate product bugs or unresolvable cases
• Notice trends and report reoccurring problems
• Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
• Update Office 365 licenses, subscriptions and user management as necessary
• Share your knowledge with teammates and guide them in the resolution of complex technical problems
• Increase engagement with Office 365
• Stay up to date with technological changes in the industry with internal and external training

Confidential

Service Desk Tier

Responsibilities:

• Provided remote support for LHC clients ensuring a quality experience and customer satisfaction.
• Managed user accounts, account creation and reset passwords utilizing Active Directory.
• Installed and setup Office 365, OneDrive for Business and Skype for Business.
• Setup and managed mailboxes and verified email addresses for users with Microsoft Exchange.
• Setup, configure and troubleshoot Outlook and AirWatch Boxer Email Applications.
• Documented all resolution and processes utilizing Cherwell Ticketing System.
• Provided technical support for other proprietary medical software such as PointCare, Continulink, Playmaker Smart and HomeCare Homebase.
• Provided printer support, local and network installation, driver installation and upgrade, resolve connectivity issues and spooler issues.
• Provided technical support for hardware devices including laptops, galaxy tablets, wireless devices and iPhone and Android mobile phones.
• Installed and configured and troubleshoot end user’s devices and related peripherals to ensure proper operation.
• Ensured User and registration of mobile devices, Google ID and Apple ID creation, configuring devices within AirWatch mobile device management.
• Verified user’s device utilizing AirWatch MDM, ensured devices maintain security compliance, passcode change requests and remotely install internal application on device.
• Registering devices with Samsung Knox Mobile Enrollment, performing factory reset for devices for distribution of new users, Internal App Installations.

Confidential

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
• RSA Secure ID software and hardware configuration
• Maximize Firm-wide productivity and minimize system downtime.
• Maintaining, developing and supporting personal computers, servers, local and wide area network, software, and data communications
• Remote Assistance

Confidential

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 Microsoft 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

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
• Active Directory (resetting passwords and unlock accounts)