PROFESSIONAL OBJECTIVE:

Secure a position as an Office 365 Systems Engineer in a situation where my educational accomplishments, mathematical, and engineering skills and interests can find full expression.

SUMMARY:

• A highly motivated professional, with 20+ years in IT support.
• Proven ability to assist with computer hardware and software with effective communication.
• Ability to troubleshoot and configure proper properties related to IT environment.
• My attention to detail allows me to follow instructions and Standard Operation Procedures (SOP) without mistakes.
• Full - on team player, analytical and critical thinker and highly dependable.
• Extremely driven and able to provide fundamental leadership skills in challenging environments, along with time management skills.
• Multi-tasker, fast learner and out of the box thinker when working independently or in group settings. Very familiar working in a 100% remote IT environment.
• I provide excellent customer service support by completing projects ahead of schedule, often resulting in cost savings.

CHRONOLOGY OF EXPERIENCE:

Technical Lead

Confidential

Responsibilities:

• Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem-solving skills
• Ability to focus on ticketing system for sustained periods
• Perfect knowledge of Email clients like Microsoft Outlook / OWA with extensive knowledge of troubleshooting complex mail flow issues.
• Troubleshoot DNS issues surrounding mail flow and Autodiscover issues.
• Troubleshoot installation and activation of Office 365 applications including Word, Excel, Outlook, Teams, Skype for Business and Microsoft Access
• Ability to multi-task to address multiple and often conflicting priorities in a fast-paced environment
• Proven knowledge on O365 which includes migration from on-premise Microsoft Exchange server.
• Familiar with Windows Server 2008 and higher
• Proven knowledge of Azure AD Connect tool to sync Active Directory users/groups to Office 365 online
• Proven knowledge of PowerShell and scripting to run and understand scripts to modify and add for message tracking and other administrative functions
• Office 365 support, maintenance, and administration (Account provisioning, distribution group creation)
• Assisting Office 365 customers with configuration of onboarding tools and processes technology via phone and email.
• Developing, fostering and maintaining effective customer relationships while driving positive customer satisfaction feedback.
• Execute, manage and lead a set of Office 365 customers and partners thru the Onboarding technical process.
• Assist Office 365 customers and partners with configuration of onboarding tools and processes technology
• Self-driven engaging Engineer with a proven history of demonstrated technical skills and leadership
• I have strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
• I demonstrate the ability to lead, manage, build and deliver customer and partner business results thru an engineering or professional services team
• I have strong problem-solving ability ranging from conceptualization to implementation

SENIOR TECHNICAL ANALYST

Confidential, Boca Raton, FL

Responsibilities:

• Lead Subject Matter Expert (SME) handling Business Productivity Online Suite (BPOS/Office 365) which brings the local infrastructure to The Cloud.
• Manages a group of SME’s to bring a timely resolution to high-end (Global, Fortune 500) clients, supporting Tier I-III technicians.
• Started and leading the Data Protection Team at Microsoft to ensure the Data Integrity of Microsoft Clients.
• Provided technical support for field technicians for the GTECH Division of Hughes, which handles the transmission of Lottery services throughout the country.
• Created technical-support programs and protocols for satellite DSL end-users.
• Created a new and unique division (Direcway) to sell Hughes Systems satellite DSL.
• Trained technical support and sales personnel.
• Interfaced with business and personal end-users in the capacity of senior technical analyst.
• Created the troubleshooting, advanced troubleshooting and technical-support programs and protocols for DSL end-users.
• Interfaced with business and personal end-users to resolve all issues within the computer DSLAM server Redback, broad-band loop.
• Senior technician responsible for training and supporting lower-level technical support personnel.
• Created technical-support programs and protocols for DSL end-users in networked environments.
• Trained technical support personnel.
• Interfaced with business and personal end-users in the capacity of senior technical analyst.
• Created the troubleshooting, advanced troubleshooting and technical-support programs and protocols for DSL end-users.
• Train and support a network of over 600 technical personnel.
• Senior technician, interfacing with business and personal DSL end-users.
• These support services have earned BellSouth the J. D. Power & Associates’ Business Services Elite Award for four consecutive years.
• Created technical-support programs and protocols, including training first- and second-tier support personnel.
• Interfaced with business and personal end-users to analyze and resolve issues concerning computer hardware and any/all programs that may have been shipped with a Gateway computer, including but not limited to, operating system, business applications, anti-virus.
• Analyzed and resolved escalated issues that were not satisfactorily concluded by tier-one or two technical-support personnel and for which a solution could be end-user implemented.

DIVISION TECHNICAL SALES MANAGER

Confidential, East Brunswick, NJ

Responsibilities:

• Assumed responsibility for computer memory sales in the company’s East Coast Division, managing a sales force that traveled from Maine to Virginia.
• Analyzed business- and personal-client technical environment for memory install and upgrade.
• Created goals, routes, scheduling and travel arrangements for a North-East sales force.