Experience

University of Arizona

• Remote

• Information Technology Business Analyst II

  • Oct 2022 - Present

  Implementing IT projects and meeting with company leadership to plan new initiatives. Manage the tickets that are coming in for the team, respond to someone with service skills and the ability to work/communicate with the end client and higher-level technician, and able to convey the problem. Being able to gather/ prioritize tickets and able to streamline the process as the tickets come in. • Collaborate with team members to understand organizational and operational challenges • Keep up to date on the latest applications of information technology • Implement new IT operations into the company from the initial idea to the project completion • Draft statistical reports that assist decision-makers in choosing the right programs • Manage technical difficulties, working with developers when necessary Show less



Experis IT - A ManpowerGroup Company

• Remote

• Microsoft 365 Technical Support Ambassador

  • May 2015 - Oct 2022

  Provide remote technical assistance to Microsoft 365 customers via telephone, written correspondence, and remote desktop support sessions. Assist administrators with advanced troubleshooting, problem resolution, and best practices regarding break-fix scenarios and deployment/implementation and readiness guidance. Demonstrates experience in handling technically complex issues and politically sensitive situations. --------------------------------------- • Exchange Server 2007/2010/2013 • Exchange Administration skills • Cloud competency - understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud. • Outlook Anywhere • Network • Active Directory • DNSP • O365 set up from start to finish • MX Records • Setting up Outlook • Experience identifying host providers • Troubleshooting skills Show less



Harte Hanks

• Austin, Texas

• BPOS Dedicated\ITAR Tier 2 Technical Support

  • Apr 2014 - May 2015

  IT Pro to IT Pro Enterprise Level technical support · Experience with on Premise, Multi-Forest (hybrid) or fully hosted Active Directory database. · Engage on critical situations such as organizational wide service impacts. · Exchange Server support for Microsoft Dedicated / ITAR Enterprise customers holding over 5,000 seats. · Multi-tasking chat, email and phone support. · Create/Update incidents within the internal ticketing tools. · Collaborate with other teams when needed. · Creating, editing, or deleting users/groups. · Troubleshooting Active Directory modifications/synchronization to hosted environment. · Migration knowledge- Legacy Exchange to hosted, Lotus Notes to hosted Exchange. · Fully administer hosted mailboxes/users/groups in O365. · Proficient in the following admin tools: Exchange Management Shell, Exchange Console, Exchange Admin Center, MFC MAPI, and ADSI EDIT (LDAP queries). · Rebuild corrupted mailboxes. · Experience troubleshooting nested folder issues. · Experience configuring and troubleshooting send/receive connectors on Exchange. · Experience with Outlook client 2003, 2007, and 2010 including all connectivity methods. · Investigate Outlook calendar issues (missing, duplicated entries). · Able to analyze emails for origin, perform Exchange or EOP tracking, and review SMTP logging. · Perform mailbox dumpster recoveries. · Capture mailbox content for compliance purposes Investigate mailbox delegation issues, including Free Busy data. · Familiar with BAS 4.1 and 5.0 interface. · Troubleshooting Blackberry activation issues/failures. · Creating BAS admin accounts. · Creating or modifying Blackberry user accounts. · Troubleshooting Blackberry folder and email synchronization issues. · Configuring Active Sync device policies. · Enabling Active Sync on mailboxes. · Troubleshooting Active Sync issues through IIS logging. · Troubleshooting Information Rights Management. · Knowledge of Exchange RBAC roles. · OCS/Lync and Outlook integration experien Show less