Experience

Advantage Services

• United States
• Information Technology & Services
• 1 - 100 Employee

• Help Desk Technician

  • Apr 2023 - Present

  United States



Zones, LLC

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Microsoft 365 Premier/Concierge Support

  • Dec 2020 - Apr 2023

  United States



Experis

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Microsoft Office 365 Concierge Ambassador

  • May 2015 - Nov 2019

  • Execute, manage and lead a set of Office 365 customers (small business 10-300 licenses) through the Onboarding process, via screen sharing, email or phone. • Demonstrated strong technical skills in Exchange Administration, Exchange Online Protection, Skype for Business, Microsoft Teams, OneDrive for Business, SharePoint Online, Azure AD Sync & Azure Active Directory. • Assist Office 365 customers with configuration of onboarding tools and processes technology. • Analyze, develop and… Show more • Execute, manage and lead a set of Office 365 customers (small business 10-300 licenses) through the Onboarding process, via screen sharing, email or phone. • Demonstrated strong technical skills in Exchange Administration, Exchange Online Protection, Skype for Business, Microsoft Teams, OneDrive for Business, SharePoint Online, Azure AD Sync & Azure Active Directory. • Assist Office 365 customers with configuration of onboarding tools and processes technology. • Analyze, develop and communicate key Onboarding process and technology improvements for Office 365 Onboarding for the deployment cycle. • Strong technical knowledge, relationship building to create, reinforce, motivate and guide customers in Exchange Administration and applications inside O365 suite. • Analyze message headers to determine if emails are spam, phishing, spoofing or authenticated senders. • DNS Management. • Knowledge of Office 365 technical architecture. • Understanding of O365 capabilities, migration process, challenges facing O365. • Experience with migration process IMAP, AzureCopy, PST, cut-over, stage and hybrid move request. • Security & Compliance management. • Windows PowerShell management via Exchange Online, SharePoint Online, Skype for Business, Teams, Security & Compliance, MSOnline and Azure. • Data recovery during company retention policy period or hard coded time frame. • Ability to listen client needs and elaborate on best option for company needs. • Knowledge of Microsoft Exchange Server 2007/2010/2013/2016. • Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries. • Comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity. • Strong problem-solving ability ranging from conceptualization to implementation. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Office 365 Support Engineer Tier 2 Escalation

  • Feb 2014 - May 2015

  Boca Raton • Handle escalated cases from Tier 1 support team to resolve or further escalation to Tier 3. • Submission of hotfixes and bugs. • Track all outstanding tickets and working closely with other Teams outside Exchange Online such as on-premise/outlook support in order to resolve client issues in timely manner. • The ability to provide client with the best solution/workaround to honor what they are trying to accomplish within the product limitation. • Working with Windows PowerShell in… Show more • Handle escalated cases from Tier 1 support team to resolve or further escalation to Tier 3. • Submission of hotfixes and bugs. • Track all outstanding tickets and working closely with other Teams outside Exchange Online such as on-premise/outlook support in order to resolve client issues in timely manner. • The ability to provide client with the best solution/workaround to honor what they are trying to accomplish within the product limitation. • Working with Windows PowerShell in both Exchange Online and on-premise Exchange environment. • Working with Directory Synchronization tool and Active Directory for objects management which are synced to Office 365. • Act as a subject matter expert for Tier 1 & Tier 2 support engineers. • Providing customers with solution for road blocks including IMAP, Stage, cut-over or Hybrid move request migration. • Earned solid reputation for resolving complex issues and providing exceptional customer service. • Deployed Active Directory in preparation for on-premise Exchange and Exchange online integration for internal Labs for reproducing issues. • Installing require server roles and features. • Creating OU’s to organize objects by departments or filtering them from the Office 365 services. • DNS management for each zones. • Management of users and groups • Using LDAP to enable deleted object container for recovery of deleted objects. • Using LDAP to view outputs for objects in order to verify attribute values. • Using ADSIEdit to manage object values or adjusting values to reflect changes in Office 365 services. - Soft-matching on-premise objects to cloud objects. - Enabling Archive for cloud users whereas Active Directory is only present with Directory Synchronization. • Using Active Directory Module for Windows PowerShell to manage AD objects. • Strong knowledge of Microsoft Exchange Server 2007/2010/2013

• Office 365 Support Engineer Tier 1

  • Sep 2010 - Feb 2014

  Boca Raton • Knowledge of Office 365 technical architecture. • Understanding DNS management • Experience identifying host providers • Assisting customers configuring Office 365 tenant for deployment. • Achieve the highest level of productivity during a high call value weekly. • Earn solid reputation for resolving complex issues and providing exceptional customer service. • Escalate issues as needed and maintained communication with customer. • Extensively utilized Remedy to record… Show more • Knowledge of Office 365 technical architecture. • Understanding DNS management • Experience identifying host providers • Assisting customers configuring Office 365 tenant for deployment. • Achieve the highest level of productivity during a high call value weekly. • Earn solid reputation for resolving complex issues and providing exceptional customer service. • Escalate issues as needed and maintained communication with customer. • Extensively utilized Remedy to record and track issues. • Assist with installing Office Professional Plus 2010 and 2013. • Configure outlook with Exchange mailboxes, POP and IMAP accounts • Strong knowledge with Outlook 2007, 2010, 2011 and 2013. . • Creating/Editing calendar meetings and appointments. • Adding secondary calendars for personal use or share between users. • Creating/Editing contacts, task or managing of public folder structure which exist in Exchange on-premise or Exchange Online. • PST migration for small amount of users. • Export and Import processes. • Editing the registry to enable certain function in outlook. • Rules management • Retention policy assignments. • Local archiving management. • Junk rule management • Using outlook to gather logs for review on autodiscover issues and other related outlook issues. • Assist with Password Reset. • Assist with Active Sync configuration on mobile devices. • Proving clients with documentation on how to’s.



The Computer Shop

• Computer Technician

  • Aug 2006 - Dec 2008

  Jamaica • Build, Configure, Upgrade and maintain a personal computer system. • Diagnose and resolve problems of a personal computer system. • Install and configure various computer peripheral devices. • Setup, configure and maintain a local area network. • Resolve network connectivity problems on a local area network using a systematic troubleshooting approach. • Install, configure, upgrade and maintain Microsoft Window operating systems. • Diagnose and resolve problems using… Show more • Build, Configure, Upgrade and maintain a personal computer system. • Diagnose and resolve problems of a personal computer system. • Install and configure various computer peripheral devices. • Setup, configure and maintain a local area network. • Resolve network connectivity problems on a local area network using a systematic troubleshooting approach. • Install, configure, upgrade and maintain Microsoft Window operating systems. • Diagnose and resolve problems using Microsoft Windows system tools. • Utilize relevant workplace safety environmental standards during computer maintenance. • Effectively utilize a customer-oriented approach to resolve user problems. • Provide computer hardware and software support based upon a set of standard and systematic diagnostic principles. Show less