• Assists users with account management and application troubleshooting.
• Provides excellent customer service skills.
• Advanced troubleshooting on mobile devices, PC and gaming systems.
• Accurately logging calls in ticketing system, managing ticket requests & following escalation procedures.

Experience with Windows 10, internet connectivity, PC troubleshooting, mobile troubleshooting and gaming systems

• Troubleshot VMware servers under corporate domain.
• Performed server maintenance of VMWare servers that includes updates, application installs & malware removal.
• Server maintenance also included Hyper-V domains.
• Performed necessary software updates and Windows updates using System Center Configuration Manager 2016

Provided high-level email and application support for the Center for Diseases Control (CDC) & Health and Human Services (HHS) as a contractor for NTT Data Services.

• Knowledge of Exchange Server 2010, Forefront Identity Manager 2010 and Active Directory.
• Provided 3rd level support & server administration of Blackberry Enterprise Servers & Exchange Servers.
• Created PowerShell scripts designed to automate day-to-day tasks for user mailbox & resource mailbox reports.
• FIM 2010 experience with provisioning user accounts

Used Microsoft Office 365 tools such as IDFix & Azure AD Connect for provisioning purposes

Provided technical support for the Department of Administrative Services & all state agencies for all 65 counties in the State of Ohio.

• Exchange 2010 maintenance & support of approximately 80,000 mailboxes.
• Created multiple PowerShell scripts to assist with Exchange migration projects & troubleshooting.
• Ensured High Availability and Site Resilience
• Provided Level 3 admin support on DAG databases, Active Sync, OWA, Microsoft EOP, Outlook Calendar issues, Database/mailbox restores.
• Provided Office 365 support and solutions for 1st level IT Technicians.
• Problem solving skills with AirWatch mobile device management platform.
• Blackberry Enterprise Server experience with BES 10.X & BES Office 365 users.
• Knowledge of Active Directory & Forefront Identity Management 2010
• Strong knowledge of Virtualization tools such as VMWare & Microsoft Hyper-V.

System Center Configuration Manager configuration experience.