M isty Buckalew

acolol@r.postjobfree.com

512-***-****

Experience

Harte Hanks Microsoft BPOS/Office 365 Exchange Technical Support Engineer Frontline

July 2011- Current

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

M ulti-tasking chat, email and phone support

C reate/Update incidents within the internal ticketing tools

Collaborate with other teams when needed

C reating, 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

E xperience troubleshooting nested folder issues

E xperience 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

I nvestigate mailbox delegation issues, including Free Busy data

Familiar with BAS 4.1 and 5.0 interface

T roubleshooting Blackberry activation issues/failures

C reating BAS admin accounts

C reating or modifying Blackberry user accounts

T roubleshooting Blackberry folder and email synchronization issues

Configuring Active Sync device policies

E nabling Active Sync on mailboxes

T roubleshooting Active Sync issues through I IS logging

T roubleshooting Information Rights Management

Knowledge of Exchange RBAC roles

OCS/Lync and Outlook integration experience

OCS/Lync object configuration

OCS/Lync client log reviews

OCS/Lync client installs/upgrades

OCS/Lync partner federation

Basic experience with Enterprise Voice

Experience working with Forefront Online Protection and Exchange Online Protection

Knowledge in working with third part archiving or E-Discovery companies

Additional duties

Lead mentor for my department

T riage aged cases for traction/resolution

H arte Hanks Microsoft Exchange Hosted Services- Enterprise Technical Support Engineer Tier 2

June 2010 – July 2011

IT Pro to IT Pro Enterprise level technical support

Configure inbound and outbound mail settings for Forefront Online Protection for Exchange, Exchange Hosted

A rchive, and Exchange Hosted Encryption services

Assist with DNS record changes for the hosted services to function

Diagnose errors within the user Administration center

Perform Easy Assist sessions for troubleshooting and data collection purposes

Plot the mail path and delivery path for inbound and outbound messages

Perform message traces using sender and recipient information

Assist organizations with configuring their spam quarantine for email messages

Configure account settings for virus, policy, and spam filtering

Monitor outbound email traffic for the accounts using the filtering service

Assist in the setup of archiving and encryption services

C reate policy rules used for additional filtering of email traffic

Troubleshoot premier customer issues

C reate issue postings such as RSS feeds, AIC postings, and Network Alerts within the Forefront Admin Center

Assume ownership of aged and escalated tickets

Knowledge with on premise, cloud hosted, and email co-existence scenarios

Provide internet header analysis

Mentor support for Tier 1 engineers

AT&T Mobility- Wireless Internet Technologies Tier 3

September 2008 – June 2010

Resolve connectivity and browsing issues on ATT data network

Diagnose and dispatch network connectivity issues

E xtensive knowledge of mobile OS including; iPhone OS, iPad, Palm OS, Google Android, Windows

Mobile, and Rim Blackberry OS

Advanced troubleshooting for operating systems, including; Win XP/Vista/7, Mac OS X

E xperience with TCP/IP and basic wireless networking

Specialty billing requests (plans, charges, overages, cancellations)

Diagnose conflicting software issues

Experience with Java and ActiveX

Basic knowledge of Microsoft Share Point and Net Meeting

Configure and troubleshoot email clients (Outlook, OWA, Live, and Entourage)

Configure security software and browser settings (Safari, Firefox, IE, and Chrome)

State Farm Insurance and Financial Services- Life and Health Specialist

April 2007 - August 2008

L icensed Insurance Producer for Texas and Louisiana

Business to Business outside Sales

Produced and executed marketing strategies for new and existing policy holders

Scheduled annual conferences with existing policy holders

Assisted existing clients with general customer service and policy maintenance

Confirmed policy changes and/or cancellations

Updated client files on a daily basis

A merican Family Life Assurance Company (Aflac) - Independent Insurance Producer

February 2004 - March 2007

Constructed a client data base using various marketing methods

Maintained existing policyholders through superior customer service

Scheduled employer presentations to offer Aflac services

Presented Aflac services and benefits to employees

Enrolled participants in Aflac benefit plans of their choice

Processed and delivered claims for policyholders

Managed and updated account files

Trained new Aflac recruits on policies and procedures

West Telecommunications – ShopNBC Sales and Production Night Manager

J une 2001 – February 2004

Specialized in customer service relations for channel ShopNBC and ShopNBC.COM customers

Generate New Accounts and Revenue for ShopNBC

Responsible for all billing aspects of accounts

Assisted customers in placing and tracking orders

Follow up with customers

Resolved escalations

Provided vendor information for products

Used a variety of software to locate customer accounts

Up sell to make quotas and meet company metrics

Educated and mentored employees about vendor products and services

Managed employees’ adherence to work schedules

Released shifts for workers depending on call volume

Education

Iowa High School

Iowa, Louisiana

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