Rolando Armien

**** *********** ***** * Orlando, FL. 32825

Phone: 407-***-****

E-mail: ad45sj@r.postjobfree.com

Application Support Administrator Specializing in Office 365 and Networking Support

Highly motivated, challenge based, results oriented individual, seeks position to grow personally and with the company.

EXPERIENCE

Collegis Education (Maitland, FL) 08/2015 – present

Application Administrator

Responsible for providing technical support to multiple clients

Office 365 Global administrator for all our partners

Responsible for migrating new clients to Office 365 as well as setting up environment with the proper settings and permissions

Researching and testing new Microsoft features as to what impact they will have on our clients

Create automation processes to provide better efficient service to our clients

Maintenance of the business application including patching, environment maintenance, data integrations, code promotion, and version management

Light code development, scripting, and\or configuration management

Administration of user accounts and access for Office 365

Supporting the user community through trouble ticket management; including escalation of support issues to the vendor’s tech support

Training new users on the application and training existing users on new functionality

Assist in requirements gathering from stakeholders

Collaborate with infrastructure, other application administrators, business users, and support vendors

Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues

Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) I administer

Responsible for the maintenance on the Office 365 licenses.

Created security groups to properly provide the required permissions

Created PowerShell scripts to automate permissions and access in Office 365

Trained fellow team members in Office 365 environment

Begun training as a SharePoint Administrator

Associate Application Administrator 03/2019 – 02/2022

Responsible for providing technical support to multiple clients

Responsible for Spam remediation in Office 365 for all 6 of our partner tenants.

Office 365 Global administrator for all our partners

Maintenance of the business application including patching, environment maintenance, data integrations, code promotion, and version management

Light code development, scripting, and\or configuration management

Administration of user accounts and access for Office 365

Supporting the user community through trouble ticket management; including escalation of support issues to the vendor’s tech support

Training new users on the application and training existing users on new functionality

Assist in requirements gathering from stakeholders

Collaborate with infrastructure, other application administrators, business users, and support vendors

Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues

Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) I administer

Responsible for the maintenance on the Office 365 licenses.

Created security groups to properly provide the required permissions

Created PowerShell scripts to automate permissions and access in Office 365

IT Support Specialist 08/2015 – 03/2019

Responsible for providing technical support to multiple clients

Reimaged desktops and Laptops.

Created user account in Active Directory and Exchange server

Assist users connecting to printers and scanners

Support systems that include but not limited to Cisco Call Manager, Windows XP, Windows 7, Windows 8, Windows 10, Mac OSX 10.9-10.11, Cherwell, SharePoint, Cisco Any connect VPN, Active Directory, MS Exchange, Office 2007, Office 2010, Office 2013, Office 2016, Office 365

Add/removed/modified security groups to user’s account in Active Directory.

Created and modified users and devices in Cisco Call Manager and Cisco Unity systems.

Also added users to Distribution lists and shared mailboxes

I manage 3 work studies and train them on how to improve their IT skills

I am in charge of 3 different sites

I handle the day to day operations of these sites

In charge of removing and replacing network equipment for the sites that I manage

Alere (Maitland, FL) 01/2015 – 7/2015

Helpdesk Analyst

Responsible for providing support to all Alere Inc. internal employees all over the world.

Provide support by resetting and unlocking user accounts.

Assist users connecting to printers and scanners

Support internal clinical applications

Support systems that include but not limited to, Avaya, Windows XP, Windows 7, Windows 8, Mac OSX, Apollo, Service-Now, Workday, Maas360, Cisco Any connect VPN, Active Directory, MS Exchange

Add/removed/modified security groups to user’s account in Active Directory.

Also added users to Distribution lists and shared mailboxes

Optum (formally Connextions) (Orlando, FL) 12/2012 – 01/2015

Desktop Support Rep

Support and maintain desktop systems for internal Connextions employees in our Corporate Headquarters.

Responsible for providing Support to Executive Staff including CEO, COO, CFO, CLO, VPs, and other administrative personnel.

Responsible for maintaining inventory and ordering supplies as needed.

Full knowledge with Windows XP, Windows 7, and Mac operating systems.

Assisted users configuring Polycom telephones with proper extensions

Support for Aspect and Avaya telecom systems

Support an assortment of software including but not limited to Checkpoint VPN, Bitlocker, PointSec, Jira, Symantec, Bria, UniPhi, Lawson, bConnected, Active Directory, MS Office 2010, Citrix, X-Lite, Veritape, IEX, Kronos, Appletv, WebEx

Responsible for over 660 computers, AV, Network, and Telecom systems.

Ran remote location with over 660 users solely.

Used Altiris software for software implementation.

Apex Computer Systems (Orlando, FL) 05/2012 – 12/2012

Telecom Analyst

Provided Telecom support for all on SunTrust Bank locations.

Created, removed and modified user accounts in PBX and Voicemail systems.

Installed and configured software for users by remote access.

Served as MediaWiki Administrator.

Assisted users configuring VOIP Phones on a DHCP server.

Complete Knowledge of systems such as Microsoft Exchange 2007 and 2010, Active Directory, Service Desk, Microsoft Office 2007 & 2010, Windows XP & 7, Tyler 7, ITSP, TCP/IP, Citrix, SharePoint, and MediaWiki.

Embanet Compass (Orlando, FL) 02/2012 – 04/2012

Helpdesk Specialist

Provided desktop support for 260 users in Orlando office.

Responsible for creating new users AD and email exchange accounts.

Reimaged and set up desktop and laptop for new users.

Transferred files and set up laptops for existing users.

Repaired desktops and laptops computer.

Installed printers and other peripherals

Created, Organized and maintained inventory for office.

Provided Telephony support by moving and cabling Telephone switches

Assisted users with email issues, desktop issues, password resets, computer moves, web conference support, telecom support, VPN, remote terminal access.

Created, deleted and modified security access cards.

Created, deleted and modified exchange accounts

Added domain group memberships to AD accounts.

Maintained A/V equipment such as cameras, sound systems, projectors.

Installed video cards, memory and hard drives.

Complete Knowledge of systems such as Goldmine, Laurus, Microsoft Exchange, Active Directory, Service Desk, Microsoft Office 2007 & 2010, TCP/IP, DHCP, DNS, and Windows XP & 7.

SunGard Higher Education (Maitland, FL) 12/2008 – 10/2011

Helpdesk Analyst I

Complete Knowledge of systems such as Wiki, ITSM, Remedy, HDO 5 and 6, Datatel, Clean Access Agent, Blackboard, Angel, SAP, WebCT, SNOW

Full working knowledge of ITIL and its concepts and practices

Assisted Troubleshooting computer applications, hardware, setup of computers and configurations

Assisted as needed to make sure company was meeting SLA's.

Assisted determining methods and procedures on new assignments and provide guidance to team members

Provide technical support to students, faculty, staff and alumni for different Colleges and Universities in English & Spanish around the country

Support over 50 different Colleges and Universities

Assisted with Training new employees.

Assisted users with password resets, Microsoft office issues, Windows XP, MAC, Blackberry devices, adding Printers, Docking stations, laptops, desktops, VOIP Phones, LAN Ports, Installing Software

Provided support as a Blackboard and Angel administrator

Assisted Faculty performing course copies, creating, and developing their courses in Blackboard.

Monitored second level queue for any miss troubleshooting and incorrect documentations.

ACS Technical Services (Celebration, FL) 04/2008- 10/2008

Helpdesk Support Rep

Provide technical support for all Disney employees and partners including ESPN, ESPNZONE, ESPN3, ABC News, ABC TV, ABC Daytime, IBM, Disney World, Disneyland, Disney Consumer Products, Walt Disney Imagineering, Disney Internet Group, Disney HK, and Disney International.

Full working knowledge of ITIL and its concepts and practices

Assisted Troubleshooting computer applications, hardware, setup of computers and configurations

Assisted as needed to make sure company was meeting SLA's.

Supported over 3000 applications and 37 different business units.

Assisted users with password resets, Microsoft office issues, Windows XP, MAC, Blackberry devices, POS terminals, Printers, Docking stations, laptops, desktops, VOIP Phones, LAN Ports, Installing Software, File recovery

worked with Active directory, Enterprise directory, Remedy, SharePoint, Citrix, VPN, SAP, AS400, Rumba, Maximo, Remote control, Domino

Created tickets for second-level support.

Averaged 40 – 45 calls a day

Embarq (Altamonte Spring, FL) 02/2006- 02/2008

Technical Support Rep

Provide technical support in Spanish and English for residential and small business DSL end users in a fast-paced, high volume call center environment.

Full working knowledge of ITIL and its concepts and practices

Assisted Troubleshooting computer applications, hardware, setup of computers and configurations

Assisted as needed to make sure company was meeting SLA's

Assisted determining methods and procedures on new assignments and provide guidance to team members

Troubleshoot advanced to complex DSL networking structure including Redback routing equipment; Lucent Stinger and Alcatel DSLAM (AWS Solaris front-end); Fiber to the curb connections; AFC, Unix Based Software and Marconi equipment.

Responsible for customer side support including advanced router configuration, bridge and modem setup, TCP/IP troubleshooting within Microsoft Windows 2000/XP/NT/9x/ME, Linux, Macintosh 8-OSX 10.2.

Equilliance, LLC. (Orlando, FL) 06/2005 -12/2005

Training/Coaching Loan Officers

Sears Home Improvement Products (Longwood, FL) 06/2003 – 07/2005

Junior Underwriter

Phillip Van Huesen (Orlando, FL) 02/2002 – 06/2003

Associate

AmSouth Bank (Orlando, FL) 01/2001 - 05/2002

Vault Teller

Sprint PCS (Altamonte Springs, FL) 10/2000 - 11/2001

Customer Specialist Representative

Convergys (Lake Mary, FL) 04/2000 - 10/2000

Dell Technical Support Specialist

Training and Accreditations

Fluent in Spanish (Reading and Writing)

Completed Level I and level II Teller Certification at AmSouth Bank

Completed Customer Support Training for Sprint PCS

Completed Technical Support Training for Dell Computers for Desktop and Portable systems

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