Amazon Fulfillment Centre

Associate L1

Rackspace Technology

•	Temporary Contract to help cover support for the Outage of their Hosted Exchange Environment. Focusing on New Microsoft 365 migrations and deployments. Exchange Mailbox Data Recovery. Email delivery troubleshooting
•	Spam, Phishing and Security log analysis and recommendations Desktop Client/Mobile Device troubleshooting
•	Account and Billing related inquiries
•	Support users in use and troubleshooting of Microsoft 365 products.
•	Support Migrations from RackSpace Hosted Exchange and RackSpace Email platforms to Microsoft 365 tenancies.
•	Full support for their standard Linux backed Rackspace email services.
•	The contract was extended past the original deadline because of my high-quality support services and experience.
•	Took pride and initiative in resolving most all issues on first contact and taking initiative in finding solutions outside our support boundaries and very rarely transferring a call to other support queues.

Technical Support Specialist

Microland Limited / Microsoft

•	The Migration Velocity Manager focuses on helping customers execute their data migration strategy to move to the Microsoft Cloud.
•	Plan with the customer to build a schedule that moves the customer’s data to the Microsoft Cloud in the fastest and most efficient manner.
•	Manage communications with various stakeholders in the case of customers with complex, long-drawn migration windows.
•	Act as a bridge between the Migration execution team and the customer – keeping customers appraised of the data migration progress and challenges via automated reporting and communication.
•	Create and manage all migration events in line with customer schedule creation.
•	Recommend best practices for key pilot migrations, and accordingly define customers velocity batch sizes, as part of the scheduling exercise.
•	Partner with the migration back-end teams to land the most optimal schedule for the customer.
•	Ensure migration credentials are deleted, infrastructure is decommissioned, and customer is offboarded. Coordinate with Infrastructure and Support teams to accomplish this task.
•	Be the single point of contact to address escalations coming from customers and internal stakeholders / Incident management.

 Microsoft 365 GCC FastTrack Migration Velocity Manager

•	Perform daily migrations for Government/GCC entities engaged in the Microsoft 365 FastTrack program.
•	Launch migrations as specified by customer schedule file. Exact timing of migrations was a priority.
•	Utilized Microsoft internal tools for Exchange migrations from on-prem to Exchange online located on Secure VM’s created for each customer.
•	Utilized the customers tenant and SPO Migration portal to migrate on-premises files shares to SPO and OneDrive M365
•	Perform migrations to Exchange Online from Google workplace mail.
•	Completed detailed updates and reports in a timely manner regarding the status of each migration, providing details about failures and completed migrations.
•	Utilized PowerShell Scripting to gather information and troubleshoot issues and failed migrations.
•	Promoted to team/group lead that oversaw daily migrations and team members. Communicate with customers and MVM’s for any schedule changes or issues. Update tracking matrix’s daily. ITSM.
•	Assigned daily migrations to team members including myself for timely execution.

Microsoft 365 GCC FastTrack Migration Engineer and Lead

Experis Technology Group / Microsoft

•	Served as a point of authority as a Premier Support Engineer for the entire Office 365 suite of applications and cloud services for large global enterprise tenets. engaged the customer alongside Technical Account Managers and Microsoft Engineering staff and product groups.
•	Managed a network of Escalation Resources, Databases, and Historic Support Requests.
•	Tracked, documented, and gathered FAQ/knowledge base content from existing ticketing systems, incident management portals, and other Microsoft sources.
•	Completed product and technical fluency within Administration, Hybrid Environments (Skype, Teams, SharePoint, Exchange), Azure Portal, Azure AD Connect, PowerShell, Domains/DNS, Security and Compliance, SMTP mail-flow and SharePoint based applications.
•	Created business cases for new tool functionality, content to be organized and presented by the Premier Customer Success Manager. • Responded to and worked on requests for service and incidents utilizing the company ticketing system. Documented all work performed within the requests.
•	Installation, configuration, and support of Microsoft Office 365 on various customer platforms.
•	Provided phone, email and remote troubleshooting support.
•	Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes.
•	Communicated with corporate customers via telephone, written correspondence, and electronic services for technically complex problems.
•	Ensured accurate and timely resolution for assigned issues.
•	Provided front-line administrator and end user support for multiple customers.
•	Administration of applications within the Office 365 suite.
•	Collaborate with other engineers to find solutions. (Including Support Engineers at different levels and technology areas).

Office 365 Premier Support Engineer

Experis Technology Group - Microsoft

Provided white-glove technical support to administrators for the full Office/Microsoft 365 suite of applications and cloud services for small business subscriptions and tenants.

Ambassador - Office 365 Concierge Support Engineer

True North ITG Inc

Full IT Support of Various Medical clinics and businesses throughout western Washington and Arizona.
Originally brought on as a FT salaried employee to help with the managed services help desk and also build out their NOC services and assist with other onboarding and administrative projects.
Because of budgeting I was re-scoped as a W9 contractor to assist with Office 365 client exchange migration projects. Projects are now completed.

Managed Services /  Solutions Engineer

Systegration

•	Lead small and medium business customers through the Onboarding technical process for Microsoft Office 365
•	Provide ongoing support to small and medium business Microsoft Office 365 customers. Was instantly recognized for my experience working internally at Microsoft (prior O365 experience) and exposure.
•	to those resources and support processes. Provided shadowing and training to new ambassadors. Helped form and train engineers for the Next Team Escalation group. Worked with Microsoft PM’s and Avanade to solidify an escalation path/workflow to internal Microsoft SME’s and product groups. Trained Next Team Engineers on the use of their tools (Product Studio, ICM, etc.). Created, maintained and updated team SharePoint Site, lists, Wiki and workflows. Responsible for mentoring Ambassadors on proper due diligence and ticket handling for escalations. Used my Office 365 knowledge to great extent to triage and resolve tickets to reduce SLA and MS escalations. Part of the Rave testing and Change Management group.

Microsoft Office 365 Concierge Next Team - Escalation Engineer 

Mindtree

•	Monitor, act and respond to incoming Lync server pool and infrastructure SCOM and RADAR alerts.
•	Investigate server infrastructure symptoms ranging from Drive Array degradation, IIS Application Pool failures, DFS, PSTN Gateways, Synthetics and various performance monitors and events, failed windows and application health services. HP Integrated lights out utilities and performance monitors to further evaluate servers.
•	3rd tier troubleshooting of customer bugs from High end Dedicated Customers and Multi-Tenant Lync Online Office 365 subscribers. Heavy PowerShell usage.

Lync Operations Engineer \ C3 IT Specialist

Microsoft

•	 Helped launch Microsoft’s new Windows 8 OA 3.0 digital licensing services serving all Major and Minor OEM manufactures within the MS MSIT Org.
•	Handled final Escalations from lower tier support groups and consistently worked problems to resolution.
•	Conducted Bi-weekly triage calls with global support team to go over weekly tickets and issues and give further instructions to improve procedures (Incident Management). Handle and coordinate major incidents and P 1 cases to resolution (Incident Coordinator). Follow ITIL Processes.
•	Promoted to a Management/Service Owner position that handled above tasks and owned all daily support and incident operations of the Partner Qualification Environment and UAT environments during all Quarterly Release cycles.
•	Because of my accomplishments, was given an additional team to oversee. This was the “Print on Demand” team that handled support of all “Authorized Replication” sites and services for business-critical COA processing.
•	Migrated the organizations SharePoint Knowledge site to internal O365 Cloud and then owned its operations and maintenance. Also reorganized, updated and archived KB articles.
•	Helped with Monitoring services such as BAM, SCOM and Keynote.
•	Worked in a SOAP/REST data environment compromised of SQL, BizTalk (ICOE), Web, service and API servers. SQL, T-SQL, IIS, XML, Certificate and Windows Server Services plus many other functional areas were the main focus when troubleshooting. SQL querying to track down data flow and injection issues was used daily.
•	Consistently challenged to pick up and learn new technologies and adapt to ever changing environments and applications.

Level 3 Application Support and Service Owner and team leader.

Covestic

•	Take Tier 2 escalations and exchange admin requests from Tier 2 and work issues until resolution
•	Heavy Exchange 2010 EMS / PowerShell use such as mailbox restores, export requests, data purges and permissions, diagnostic’s, investigative procedures and troubleshooting.  
•	Virus and FPE incident investigations. Blackberry and BES issues, Escalated Outlook free/busy, application, etc;
•	Handle high severity cases with Operations and development teams to diagnose and resolve high level severity A incidents. Use of CAP and Product Studio ticketing systems.

Exchange Messaging Support Tier II/III - BPOS-D / ITAR

Well-rounded team player and leader with experience as a support analyst, and Microsoft 365 support engineer; skilled in application troubleshooting and escalation support. Quickly adapts to new and current technologies. Swiss Army Knife.

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