SUMMARY:

• More than nineteen years of providing technical support in hands on administration and desktop support roles
• Demonstrated ability to troubleshoot and resolve a wide variety of hardware and software issues
• Hands on experience with Confidential operating systems and applications
• Extensive experience administering accounts in Exchange and Active Directory

TECHNICAL SKILLS:

Technology and Tools: Adobe Photoshop, Office 03/07/10/13/16 , cc: Mail 8, Novell Netware, GroupWise, Internet Explorer, Firefox, ThunderbirdWindows 10/7/Vista/XP/2000, Active Directory, Azure, Exchange 2010\2013, SCOM 2007, SharePoint, Wireless Technologies, Network Hubs, Network Cabling, Desktop Support, Hardware Repair, VPN, Cisco IP Telephony, LAN/WAN

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, North Carolina

Technical Application Support

Responsibilities:

• Migrating from Maximo to Remedy
• Assisting internal banking customers in placing equipment orders
• Maintaining order accuracy between platforms
• Assisting with process testing and improvement
• Collaboration between teams to maintain customer satisfaction

Confidential, Charlotte, North Carolina

Office 365 Engineer

Responsibilities:

• Part of new Office365 support POD
• Assisting Office 365 customers with configuration of on - boarding tools and processes technology via phone and email.
• Developing, fostering and maintaining effective customer relationships while driving positive customer satisfaction feedback
• Setting up Office 365 from scratch with configuration and deployment
• Tenant configuration set up
• Troubleshooting Office Suite and SharePoint
• DNS and MX Records
• Outlook configuration in Office 365

Confidential, Charlotte, North Carolina

Confidential Exchange Migration Engineer\Team Lead

Responsibilities:

• Managed a team of 9 technicians and acted as Subject Matter Expert and escalation point for any issues.
• Conducted daily stand up team meetings to address any issues and share knowledge.
• Assigned up to approximately 20 migration events to my team each day.
• Verified SharePoint migration schedule was completed after each migration and kept current.
• Assigned follow up Confidential Service Manager tickets to available migration team resources.
• Update existing workstations with Office 365 Email Archiving/Data Migration.
• Provisioned accounts by importing customer data elements into provisioning tool.
• Assisted with user creation and deletion of user LDAP accounts in UNIX based e-mail gateway.
• Create connectors using Migration Wiz to migrate users’ legacy e-mail.
• Responsible for unlocking, resetting, and deactivating users accounts in Active Directory.
• Assisted in account creation and deletion, setting up domains, and address book policy enforcement in Exchange Admin Center and Proof Point.
• Assisted in enforcing Active Directory group policy by ensuring that users were in the correct OU and were enabled.
• Assisted local and senior project manager with achieving operational objectives and goals for the Messaging Migration Team.
• Assisted Senior Project Manager, Technical Services Help Desk Lead, and CompuCom Lead in creating a workflow process for migrations.
• Trained new members of the Messaging Migration team steps, process, and procedures of Data Migration.

Confidential, Charlotte, North Carolina

Desktop Support

Responsibilities:

• Provided Desktop and remote support on corporate desktop and laptop computers for Windows 7, Office 2010/2013, zScope, Citrix, and other software, utilizing Remedy call tracking software.
• Responsible for unlocking, resetting, and deactivating users accounts in Active Directory.
• Utilized Bomgar Client Support software for chat and remote control support of in house and remote users.
• Worked with in house teams as well as third party manufacturers to resolve issues.
• Imaged computers and installed any additional software.
• Supported smart phone corporate devices by working with vendors (AT&T, Verizon) for configuration and problem resolution.
• Supported over 1800 in house as well as remote users.

Confidential, Charlotte, North Carolina

Desktop Support

Responsibilities:

• Provided Desktop Support on corporate banking Dell and HP desktop and laptop computers for Windows 7, Office 2010/2013, and in house financial applications.
• Acted as liaison between users and Confidential to coordinate, schedule, and resolve hardware issues.
• Imaged computers and install any additional software.
• Assisted with the Windows 7 upgrades on business desktop and laptop computers.

Confidential, Charlotte, North Carolina

Desktop Support

Responsibilities:

• Provide installation of HP and IBM desktop and laptop computers.
• Coordinated with remote offices in the disposal of obsolete equipment.
• Imaged computers and installed any additional software.
• Provided analog and VOIP phone support.
• Completed wiring management project for my assigned office.

Confidential, Charlotte, North Carolina

Team Lead - Desktop Refresh Project/Desktop Support

Responsibilities:

• Provide instillation of HP and IBM desktop and laptop computers, SharePoint, Active Directory and Exchange account administration.
• Managed a team of 4 technicians and acted as the point of escalation for any issues.
• Imaged computers and installed any additional software.
• Acted as liaison between users and IBM to coordinate, schedule, and resolve hardware issues.
• Scheduled migrations with users and assigned technicians to perform the upgrade.
• Provided IMAC and Desktop Support for 1,000+ employees

Confidential, Charlotte, North Carolina

Desktop Support Technician

Responsibilities:

• Provided Desktop Support on corporate banking Dell and HP desktop and laptop computers for Windows XP/7, Office 2007/2010, and in house financial applications.
• Acted as liaison between users and Confidential to coordinate, schedule, and resolve hardware issues.
• Imaged computers and install any additional software.
• Provided direct point of contact for Executive Management.
• Served as point of contact for any technical issues as well as hardware break/fix.

Confidential, Huntersville, North Carolina

IT/Applications Support Analyst

Responsibilities:

• Provided phone, remote, and desktop support on corporate computers for Windows XP/7, Office 2007, Oracle Order Management system, System Z, and Confidential Business Intelligence.
• Administered Active Directory and Exchange accounts.
• Monitored and restarted printer queue to ensure print functionality.
• Provided sole point of contact for issues arising overnight, and liaised with additional teams as necessary.

Confidential, Charlotte, North Carolina

Desktop Support Technician

Responsibilities:

• Provided desktop support on laptop and desktop computers running Windows XP and Confidential Office applications
• Administered Active Directory and Confidential Exchange accounts
• Performed hardware break/fix tasks as needed

Confidential

Desktop Support Technician/Account Administrator

Responsibilities:

• Supported Confidential unclassified, Confidential, and secret (NIPR, Centrex, SIPR) networks.
• Administered Active Directory and Confidential Exchange accounts.
• Worked with System and Network Administrators to assist on any needed tasks.
• Provided desktop and phone support of Windows XP computers and printers including support for Windows 2003 servers, Office, SharePoint and utilities.
• Worked on various IT related projects including the Iraq Defense Network.
• Managed 5 local technicians to run data lines for the Iraq Defense Network.

Confidential, Andover, Massachusetts

Associate Desktop Engineer/Account Administrator

Responsibilities:

• Performed Novell and Active Directory account administration.
• Coordinated with CompuCom to repair hardware and manage user equipment moves.
• Supported laptops, desktops, and printers, including Windows XP, Windows NT, Confidential Office, GroupWise, and other application software and utilities
• Provided computer and printer hardware break/fix
• Worked on other IT related projects including a wireless conference room project

Confidential, Canton, Massachusetts

Associate Desktop Engineer

Responsibilities:

• Repaired desktop computers, laptop computers and printers
• Supported Windows XP/2000/NT and Confidential Office applications, Lotus Notes, cc: Mail 8 administration, and Novell Netware 3.1/4.1 administration