Kaplan University

Support Engineer @ Microsoft - Empowering IT professionals with Advisory, Break/Fix and Disaster Recovery of their Active Directory environment.

Irving, Texas, United States

- Provide tier three Directory Services support to Microsoft's Premier and Professional commercial customers.•	Support topics include but are not limited to Active Directory Domain Services (AD DS), File Replication Service (FRS), Distributed File System Replication (DFSR), Group Policy, Windows Time Service, Authentication (Kerberos, NTLM, PKI), FSMO Roles, Domain/Forest Trusts, LDAP, RODC and SYSVOL.•	Deliver timely and high quality incident resolution focusing on root cause analysis, prevention and knowledge transfer. •	Utilize knowledge of the customer environment, trace analysis, debug skills, source code and other proprietary tools to analyze problems and develop solutions for customers.•	Utilize working knowledge of Windows client XP/7/8/10 and Windows server 2003/2008/2012/2016/2019.•	Work with Technical Account Managers, Technical Team Lead and Team Manager to effectively manage escalations including documenting action plans and status updates for the customer.•	Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

Microsoft

Support Engineer

- Provide tier three Exchange Online support for Microsoft's Premier and Professional commercial customers.•	Support topics include but are not limited to the Hybrid Configuration Wizard (HCW), Mail Flow/Connectors, Public Folders, Exchange Online Protection (EOP), Advanced Threat Protection (ATP), Client Connectivity, eDiscovery/Holds/Content Searches, Malware/Spam Filter Policies, Message Traces (MTL), Transport Rules (ETR), Mobile Device Management (MDM), Retention Policies, Auditing, Data Loss Prevention (DLP), Admin/User Rules, Distribution Groups (DG)/Dynamic Distribution Groups (DDG), User/Shared/Resource Mailboxes and Security & Compliance Center (SCC).•	Deliver timely and high quality incident resolution focusing on root cause analysis, prevention and knowledge transfer. •	Utilize knowledge of the customer environment, trace analysis, debug skills, source code and other proprietary tools to analyze problems and develop solutions for customers.•	Utilize working knowledge of Microsoft Exchange Online, Exchange Server 2007/2010/2013, Windows client XP/7/8/10, Windows Server 2003/2008/2012/2016, Outlook Client 2007/2010/2013/2016, Active Directory/DirSync/Azure AD Connect and Mobile device technologies.•	Work with Technical Account Managers, Technical Team Lead and Team Manager to effectively manage escalations including documenting action plans and status updates for the customer.•	Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

Support Escalation Engineer

- Assist with management of end user accounts, user access groups and entitlements using applicable tools and applications.•	Support password resets, create new user accounts and respond to user transfer, modification and termination events in Active Directory, Exchange 2013 and applications.•	Facilitate access review and recertification process for all resources.•	Ensure all requests for access, approvals and changes are recorded in the Solarwinds ticketing system.•	Assist with management of the operational support and system account lifecycle applicable to all non-human Ids.•	Interface with HR and management team for all new user and user transfer, modification and termination events.•	Create/update documentation for processes and procedures.•	Assist in identifying and implementing more efficient processes, automation and audits.

Pacific Union Financial, LLC

Identity & Access Management Analyst

- Worked alongside 3 other IT staff to service and support the internal needs of 8+ sites, 30+ servers, 200+ users and 200+ workstations.•	Provided level 1 to 3 PC/network support to users in person, over the phone, through email and with remote utilities.•	Antivirus management and support using Bitdefender Small Office Security, both the client and server side.•	Reduced manual workstation deployment time by more than 50% by automation utilizing Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS).•	Project lead for deploying software upgrades across the company using GPO, batch files and third party utilities. Example includes upgrading the remote support utility, Proxy Pro by Proxy Networks.•	Provided level 1 to 2 support to onsite Dell Microsoft Windows Servers 2003/2008 and several others remotely.•	Performed Network/Active Directory administration on Windows Server 2003/2008 to setup network user accounts/permissions, reset passwords, create/manage group policies, security groups, login scripts and manage file/folder security.•	Input, tracked and resolved service requests using Tech+Center by Internet Software Sciences.•	Designed and issued training materials where needed.•	Exchange administration on Microsoft Exchange 2010. Including but not limited to creating new mailboxes, managing size quotas, email discovery and mail forwarding.•	Desktop/laptop management/deployment on Microsoft Windows XP/7 workstations. This includes setup, re-imaging, OS configuration and software/hardware installation/break/fix.•	Created/deployed VM’s and provide level 1 support via the Hyper-V on Windows Server 2008.•	SharePoint 2013 Administrator and Content Developer.•	Application deployment and support •	Web/e-mail content filtering management and support using Cyblock and Securence.

David Sutherland Inc.

Systems Administrator

- Work in a team of 10 other engineers to service and support internal needs and 11 unique clients totaling 210+ servers and 1180+ workstations.•	Utilize RMM tool Kaseya and GoToAssist Corporate to proactively manage, setup, performance tune, monitor and provide ad-hoc IT maintenance and tier 1 to 3 support/troubleshooting to internal and client network/workstation environments.•	Develop/maintain documentation required to service/support internal and client network/workstation environments.•	Issue management, triage, escalation and resolution via AutoTask and ConnectWise.•	Support on-call assignment as scheduled.•	Disk encryption support for CheckPoint SmartEndpoint for both the client and server side.•	Virtual Machine support via VMWare vSphere Client.•	Internal and client active directory/file server administration on Microsoft Windows 2003/2008/2012 servers. This comprised of creating/managing user accounts, group policies and file/folder security.•	Internal and client exchange administration on Microsoft Exchange 2003/2007/2010. Including but not limited to creating new mailboxes, managing size quotas, email discovery and mail forwarding.•	Internal and client desktop management/deployment on Microsoft Windows XP/7 workstations. This includes PC setup, re-image, OS configuration and software/hardware installation/break/fix.•	Antivirus support for Symantec Endpoint and Trend Micro for both the client and server side.•	20% local travel to client sites for onsite service and support.•	Application deployment and support for Microsoft Office 2007/2010/2013/365, Quickbooks support for 2012/2013/2014, Adobe Acrobat 9/10/11/12 and etc. •	Maintained high customer satisfaction and SLA metrics with internal personnel and clients•	Work closely with Team Lead, Managed Services Manager and Client Service Delivery Managers to ensure internal and client requests/issues are handled in a timely manner.

Paranet Solutions

- Provided level 1-3 PC/network support to 150+ internal personnel in person, over the phone, through email and w/ remote utilities.•	Input, tracked and resolved service requests with Novo.•	Used Cisco Call Manager/Unity to provide level 1 VoIP support to onsite/remote users. New user setups, device firmware upgrades and resetting VM passwords.•	Worked directly with CIO and IT Manager on support issues and companywide projects.•	Performed administrative tasks including preparing/submitting status reports, maintaining inventory of software/hardware, enforcing corporate IT policies and submitting expense reports.•	Principal SharePoint Administrator/Content Developer.  Included creating and supporting sites, managing permissions for users/groups, monitoring and reporting on disk space usage, archiving old sites, creating custom content to meet business needs and working with custom workflows, document libraries, surveys and web parts.•	Active directory/file server administration on Microsoft Windows 2003/2008 servers. This comprised of creating/managing user accounts, group policies and file/folder security.•	Primary IBM EndPoint Manager Administrator. Included learning the console, deploying agents and creating/deploying custom reports, tasks and analyses.•	Created/distributed training material where needed.•	Maintained high customer satisfaction and SLA metrics with internal personnel and clients•	Help Desk Administrator to the Liqui-Box Corporation account:o	Prime architect in setting up the Help Desk operations and policies and procedureso	Instrumental in aiding with migration activities.o	Developer of a custom SharePoint Application that their entire company uses regularly.o	Provided technical support/training to a global user of 500+ including but not limited to level 1 to 3 PC/network support, PC setups, developing training material, level 1 to 2 network administration, open/update/close service requests, GPOs, AD accounts and file/folder security.

Lucidity Consulting Group

IT Consultant

- Procure, manage and provide first and second level pc/network support to over 100 onsite users and hundreds of remote users throughout the U.S. and overseas in person, over the phone, email and with remote utilities. •	Procure, manage and provide first and second level mobile device support to 30 onsite users and hundreds of remote users by company representation to AT&T. Mobile devices include Apple iPhone’s/iPad’s, RIM Blackberry’s, AT&T USBConnect and AT&T Mobile Hotspot. •	Maintain and provide first and second level support to four onsite Dell Microsoft Windows Servers 2003/2008 and several others remotely.•	Work with the corporate network, voice, desktop and messaging teams for third level support and on companywide projects. •	Create and distribute training materials where needed.•	Perform network administration functions including but not limited to working with Active Directory to setup network user accounts/permissions, reset passwords, create/manage group policies, create/manage security groups, create/manage login scripts, manage file/folder security and manage server backups.•	Use Cisco Call Manager and Cisco Unity to provide first level VoIP support to onsite and remote users. This includes but is not limited to setting up new users, managing hunt groups and resetting voicemail passwords.•	Perform administrative tasks including but not limited to preparing/submitting site status reports, procuring/maintaining inventory of software/hardware, maintaining site IT operating budget, enforcing corporate IT policies and submitting expense reports for corporate credit cards.•	Travel 5% of the time to assist with supporting other sites.•	Project lead for infrastructure upgrades including but not limited to working with vendors/onsite management, quoting/procuring hardware and making sure to stay within corporate regulations.•	Create/deploy VM’s and provide first level support to a VMware EXSi server.

Xylem Inc. formerly ITT Corporation

Sr. LAN Administrator

- With a team of 6 others, provided technical support to over 700 faculty, staff and students with software, hardware and networking related issues by phone, email, in-person and the use of remote utilities.•	Assisted with the up keep of the schools’ technology (300+ managed computers and 600+ student laptops) by updating/replacing hardware/software, imaging, installation of new systems, security access and etc.•	Training: Taught users how to create/manage content in SharePoint, utilize desktop applications such as Microsoft Office 2003/2007 and Adobe Acrobat Professional 6-8, operate various hardware such as Bluetooth, biometric fingerprint reader and etc.•	Web Design: Created content using Microsoft SharePoint Designer 2007, HTML and CSS.•	Committees: Chair of Events Planning Committee and sat on the Staff Training and Development Committee.•	Microsoft SharePoint: Created and managed content for the IT and committee workspaces. Content included but not limited to custom lists, calendars, web parts, surveys, document libraries and etc.

Texas Tech University School of Law

PC/Network Support

- Provided technical support to the faculty, staff and students in person, over the phone and with remote utilities. •	Maintained and upgraded software and hardware on a regular basis.

Jose Hernandez

Jose Hernandez