Active Directory Sharepoint Online

Wilfred Daniel Raymond

**** ** **** ** *********, FL 33035

Home/Mobile 954-***-****

Email: ad5uvx@r.postjobfree.com/ad5uvx@r.postjobfree.com

https://www.linkedin.com/in/wilraymond/

Computer Skills, Certifications and Qulifications

Microsoft Office- Power Point, Word, Outlook, Excel, and Access.

Experienced in using UNIX based software.

Configure and update all Microsoft based operating systems.

Format and load operating systems and drivers on all HDD’s-Mechanical and Solid State

Debugging and troubleshooting all types of hardware and software issues on all makes and models of Desktop and Laptop PC’s.

Wireless Router installation, configuration and security encryption.

Network security and firewalls.

Virus removal.

Installation and configuration of all aspects of personal Desktop and Laptop computers including upgrades.

Design and custom build personal computers according to client's needs and specifications using online vendor and worksite delivery system.

PowerShell Scripting for Exchange Online, SharePoint Online/OneDrive for Business, Skype for Business/Microsoft Teams and Azure Active Directory.

Troubleshoot break/fix issues and assist with configuration, searches, audits and compliance components and administrative roles in Microsoft Office, Azure Active Directory and Core 365 creating advanced searches and queries in the Security and Compliance and Exchange Administration Centers.

Edit and troubleshoot Organizational Units, GPO and user profiles in on premise Active Directory.

Assign short and long term hardware access tokens for mobile devices and tablets in on premise Active Directory.

Email migrations-On premise to Cloud (cutover and staged), Hybrid, tenant to tenant.

SharePoint Online/OneDrive for Business data migrations.

Employment

January 2022-June 2023

Microsoft Azure Technical Support Engineer Zones Nfrastructure, LLC

Assisted customers with resolving identity management issues including configuring and troubleshooting multifactor authentication (MFA) via Active Users page and custom configured Conditional Access Policies, assisted customers with adding and configuring Guest/External user accounts and tenant permissions (B2C, C2C, B2B) in the online Azure Users page in the Azure Admin Center, Self Service Password Reset (SSPR) issues cloud and on premise Windows Server side, assist customers with Windows Server upgrades and backups, conditional access policies (CAP) analysis with corresponding resolution of known Break/Fix issues. Used the “Breadcrumb Trail of Sync” steps to provide the customer with a possible methodology and corresponding steps to resolve complex and difficult synchronization issues between the customer’s on premise Active Directory and Azure Active Directory online. Performed Hybrid joined device analysis and troubleshooting of AAD Connect sync issues using the automated troubleshooting tools within the Azure AD Connect sync application for sync issues between the customer’s local on premise AD environment as well as virtual servers and associated machines in Azure Workspace and issues with joining them via AD DS (Active Directory Domain Services in the customer local AD and Azure Active Directory. Assisted customers with in place upgrades and Server Swing Migrations to integrate with the newest version of AAD Connect-v2. Assisted customers with troubleshooting user ID mismatch issues including soft matching and hard matching between the customer’s on premise Active Directory Azure AD Cloud portal and corresponding Exchange on premise, hybrid and cloud identities. Submitted Tenant Lockout escalations Submitted transfers to Microsoft Intune for devices managed by Intune including mobile iOS (iPhone, iPad), Windows PC’s (virtual and physical and Google Submitted transfers and escalations to ADFS Support, Azure Subscription Management and appropriate internal on premise Exchange Support teams if out of scope. Performed on premise physical and virtual Windows Server 2016-2022 analysis/troubleshooting including GPO, domain/MSOL policy Break/Fix and compatibility issues. Assisted customers with executing Graph/REST API scripts to troubleshoot and resolve Primary Refresh Token (PRT) issues. Assisted customers with importing and integrating SAML/SSO apps from 3rd party vendors like Splunk, Palo Alto Networks, S/Mime, SAP and Okta and assisted the customer with the integration of the associated apps in the Azure Enterprise page in the online Azure Portal/Azure Active Directory/Azure Administration Center. Performed comprehensive analysis of issues related to user data synchronized between Windows Server on premise Active Directory and Azure Active Directory online. Advised customers appropriately regarding on premise server upgrades including taking configuration snapshots and saving AAD Connect configuration profiles to JSON and .xml local files. Collected on premise server error logs and submitted them to in-house tech leads for further analysis and consultation. Met with tech leads, management and associate team members twice daily to triage server error logs and actively discuss the most difficult issues for fastest and most accurate solution. Gathered additional information using PSR (Problem Steps Recorder). Microsoft Teams recording feature and Fiddler 4 trace packages for further analysis in daily team triages for fastest solution delivery. Worked on SharePoint Online/OneDrive for Business issues if no solution found via established escalation steps and transfer support queues—assigned on a case-by case-basis from queue and team managers. Used RAVE and DFM ticketing systems for troubleshooting, collaboration and working issues end-to-end with customers up to issue/problem resolution. Assisted customers with MFA configuration to prevent/stop Brute Force and Password Spray attacks. Assisted customers with assigning additional Security and Compliance Administrative roles in the Exchange, Security and Compliance Administration Centers in the online portal for users with no Global Administrative access while advising them of the time for replication of the referenced administrative roles. Assisted customers with modification for user profiles for hard/soft matching using the IDFix diagnostic identity matching tool for proxy addresses and custom domain address UPN’s as well as synced objects by querying all domains in the currently authenticated forest for the purpose of displaying object attribute values that would be reported as errors by the supported directory synchronization tool-AAD Connect, and is used to correct the errors via ADSIEdit on local AD Windows Servers 2016-2022. Assisted customers with troubleshooting sign-in issues regarding interpretation of Sign in logs, Audit Logs and Risky User Sign logs.

November 2021-January 2022

Microsoft 365 Premier Technical Support Engineer Zones Nfrastructure, LLC

Resolved issues for customers with all features offered in Microsoft 365 for enterprise level

Businesses as well as local, state and federal government agencies and entities. Assisted customers with resolving difficult OneDrive for Business, SharePoint Online, Exchange Online and Microsoft Teams issues including all types of migrations-Exchange, Microsoft Teams and SharePoint Online as well as CritSits using the Severity “A”/”1” classification/protocol per Microsoft Support Policy. Worked closely with project managers in the engineering department in Redmond, WA. Assisted enterprise level customers with Exchange Online, SharePoint Online and Microsoft Teams- hybrid, cutover, tenant to tenant and staged email/SharePoint Online/Microsoft Teams migrations including Microsoft Office desktop application debugging for Windows, Windows Server and Macintosh OSX. Analysis using Microsoft backend diagnostics through RAVE ticketing system. Azure and Intune escalations. Analysis using Microsoft backend diagnostics to run automated SOP’s and debugging/analysis/resolution tools including walking the customer through the steps via screenshare to review the steps for reviewing and releasing quarantined emails in the Quarantine page of the Microsoft Office 365 administration portal and resolving server backend issues using specific integrated diagnostics in the RAVE ticketing system and appropriate PowerShell modules using custom scripts either from working in tandem with the customer and an escalation engineer or using the appropriate Github PS Referenced Command solution document with the appropriate PowerShell modules as well as the referenced and associated PS Commdlets using online troubleshooting tools such as Microsoft RCA/MX Toolbox/whatsmydns.net online troubleshooting tools to perform inbound/outbound SMTP Connectivity to troubleshoot MX and SPF/dkim/DMARC settings and email Header analysis tools for NDR analysis and troubleshooting to find a possible cause of the reported issue. Assisted customers with assigning additional Security and Compliance Administrative roles in the Exchange, Security and Compliance Administration Centers in the online portal for users with no Global Administrative access while advising them of the time for replication of the referenced administrative roles.

June 2021-October 2021

Tier 1 Flipgrid Support Engineer

Provided support via email to Flipgrid customers-Educators and students. Included providing troubleshooting steps for the Flipgrid Admin app for educators and assisted students and parents with issues related to the Flipgrid Camera app on PC’s, Macintosh OSX, Flipgrid app for iOS mobile and tablets, Google tablets and Chrome Books as well Flipgrid app for Android. Assisted with Flipgrid interoperability for Google Classroom, Canvas LMS and other Learning Management Systems (LMS’s) from K-12, colleges and universities globally using Microsoft HelpShift ticketing system.

March 2020-June 2021

Microsoft 365 Premier Technical Support Engineer Zones Nfrastructure, LLC

Resolve issues for customers with all features offered in Microsoft 365 for enterprise level

Businesses as well as local, state and federal government agencies and entities. Assisted customers with resolving difficult OneDrive for Business, SharePoint Online, Exchange Online and Microsoft Teams issues including all types of migrations-Exchange, Microsoft Teams and SharePoint Online as well as CritSits. Worked closely with project managers in the engineering department in Redmond, WA. Assisted enterprise level customers with Exchange Online, SharePoint Online and Microsoft Teams- hybrid, cutover, tenant to tenant and staged email/SharePoint Online/Microsoft Teams/Gmail to Exchange/OWA migrations including Microsoft Office desktop application debugging for Windows, Windows Server and Macintosh OSX. Performed analysis using Microsoft backend diagnostics to run automated SOP’s and debugging/analysis/resolution tools within integrated RAVE ticketing system and used the appropriate PowerShell modules using custom scripts either from an escalation engineer or Github PS Referenced Command solution document as well as Microsoft RCA/MX Toolbox/whatsmydns.net online troubleshooting tools to resolve inbound/outbound SMTP connectivity issues and analyze email headers from NDR’s provided by the customer. Collected the appropriate documentation and screenshots for Azure and Intune escalations. Submitted Escalations for all on-premise Exchange Server issues to appropriate internal Teams as troubleshooting and resolving most on premise Exchange Server issues was no longer in scope of support.

November 2018-February 2020

Manpower/Experis

Office 365 Concierge Ambassador Support Engineer/Microsoft Premier Support Engineer

Resolved issues for customers with all features offered in Office 365 for small and enterprise level

businesses. Mentored and trained new hires. Assisted coworker’s customers with resolving difficult OneDrive for Business and SharePoint Online, Exchange Online and Skype for Business/Microsoft Teams issues including all types of migrations-Exchange, Microsoft Teams, SharePoint and shared drives on premise to SharePoint Online/OneDrive for Business. Also participated in projects working closely with project managers in the engineering department in Redmond, WA. Onboarding all Office 365 products and services-DNS, email, SharePoint Online, OneDrive for Business, Skype for Business/Microsoft Teams. IMAP, POP3,MAPI, hybrid, cutover, tenant to tenant and staged email migrations. Application debugging for Windows and Macintosh OSX. Assist Macintosh OSX customers/users with VM Ware/Parallels installations for use with SharePoint Online/OneDrive for Business. Assisted customers with editing web parts, assisted with adding local database applications related to syncing Microsoft Access. InfoPath .xsn files for Web Forms and OneNote Notebooks to SharePoint Online and OneDrive for Business personal sites. Assisted customers with configuration, setup and troubleshooting site and folder permissions issues and troubleshooting site access control lists in the corresponding Site Settings pages for the referenced affected sites at Site Group/User/Owner/Member permissions pages and helping the customer to understand Owner, Member (Editing) Contribute and Read Only permissions at the group. object and individual user levels. Assisted customers with resolution of conflicting permissions in sites, folders and documents as well as subsites and site applications uploading and syncing 3rd party documents such as Intuit QuickBooks and Adobe .pdf documents as well as troubleshooting synchronization issues with same. Acted as “Go To” point person for team members with difficult SharePoint Online/OneDrive for Business issues.

October 2017-September 2018

Greenberg Traurig LLP Doral, FL

Helpdesk Technical Support Analyst Contractor

Assisted Shareholders, attorneys, associates, paralegals and secretaries lead and prosecuting attorneys with troubleshooting and resolving technical issues with Microsoft Office applications, as well as troubleshooting Break/Fix/Connectivity issues with physical and virtual PC’s and mobile devices—iPhone, iPad and Android as well as technical issues with VPN’s within Citrix and VM Ware Virtual Machines, performed LAN/WAN network troubleshooting and provided quick resolutions via consultation with team members. Performed GP Updates on local Windows Server when newly pinstalled applications on local Windows Server required for GT Offices worldwide within a closed worldwide, firm exclusive network. Assisted this law firm with transitioning from Windows 7/Windows Server 2008 to Windows 10/Server 2012 R2/Server 2016 in same closed secure worldwide web environment synced with the US Court System and US Department of Justice (US DOJ). Assisted attorneys, paralegals, office managers and legal secretaries with access control to legal documents, within a legal document database. Assisted all staff worldwide with troubleshooting and resolving Excel Spreadsheet and Adobe .pdf errors via consultation with associate team members. Release emails to users via Proofpoint. Add and manage mobile device access via AirWatch.

May 2015-August 2017

Manpower/Experis Inc.

Office 365 Concierge Ambassador Support Engineer

Resolved issues for customers with all features offered in Office 365 for small and enterprise level

businesses. Mentored and trained new hires. Assisted coworker’s customers with resolving difficult OneDrive for Business and SharePoint Online, Exchange Online/Exchange on premise and Skype for Business issues. Also participated in projects working closely with project managers in the engineering department in Redmond, WA. Onboarding all Office 365 products and services through the FIPP (First Impressions Project Pilot) program which eventually merged with Microsoft FastTrack Onboarding-DNS, email, SharePoint Online, OneDrive for Business, Skype for Business.

IMAP, POP3, SMTP hybrid, cutover, and staged email migrations. Google Gmail to Microsoft Office 365 Tenant email migrations, desktop application troubleshooting/debugging for Windows, Macintosh OSX and Linux platforms. Assist Macintosh OSX customers/users with VM Ware/Parallels installations for use with SharePoint Online/OneDrive for Business. Assisted customers with editing web parts, assisted with adding local database applications related to syncing Microsoft Access, InfoPath .xsn files for Web Forms and OneNote Notebooks to SharePoint Online and OneDrive for Business personal sites, assisted customers with resolving site permissions conflicts. Assist customers with uploading and syncing 3rd party documents such as Intuit QuickBooks and Adobe .pdf documents between local desktop client and SharePoint Online/OneDrive for Business as well as troubleshooting synchronization issues with same. acted as “Go To” point person for team members with difficult SharePoint Online/OneDrive for Business issues.

October 2010-April 2015

Teleperformance Inc. Advanced Services Division Boca Raton, FL

Tier 2 Technical Support Engineer with Microsoft BPOS (Business Productivity Online Services)-

Assisted customers with installation, troubleshooting and configuration of the BPOS SSO (Single Sign On) application containing Exchange Online Office Communicator and Lync Online and associated DNS records with multiple DNS hosting providers as well as limited support for Microsoft Exchange Hybrid environments.

Tier 2 Technical Support Engineer with Microsoft Office 365-

Assisted customers worldwide with joining custom domains to Office 365 tenants including troubleshooting Break/Fix DNS issues, troubleshooting Break/Fix issues with Exchange Online and limited support for Break/Fix issues with Exchange Hybrid Environments synced with Exchange Server 2010 including troubleshooting and resolving issues with Microsoft Office/Office 365 desktop applications including Microsoft Outlook, Word, PowerPoint, Publisher, Access and Excel.

MS Service Desk-

Reported outages worldwide as well as posting TTR (Time-To-Resolution) reports for all Office 365 issues which were posted in the Microsoft VKB- Visual Knowledge Base. Assisted corporate clients and recognized premier accounts with troubleshooting and resolution of Critical Situation (CritSit) SIE’s (Service Interrupting Events) and resolution using CAP (Customer Assistance Portal) and MSSolve. Participated in Technical Bridge calls with Microsoft Executives and Data Center Engineers in VA, WA and the Republic of Ireland.

Microsoft Office 365 Tier 2 Technical Support Engineer

Assisted customers with troubleshooting and escalating Break/Fix issues related to joining custom domains and DNS issues, performed Microsoft Office desktop application troubleshooting on Windows clients-Windows XP, Windows 7, Windows 8.1, Windows 10 Beta. Analyzed Break/Fix issues related to Outlook desktop application connectivity including Autodiscover/ActiveSync with Exchange Online, troubleshooting and escalating Break/Fix issues related to Exchange Online and Exchange Online hybrid environments containing on premise 2007/Microsoft Windows Server 2008, Microsoft Exchange on premise 2010/ Microsoft Windows Server 2008 SP 2, Windows Server 2008 R2 SP1, Windows Server 2012, Windows Server 2012 R2, Microsoft Exchange on premise 2013/Microsoft Windows Server 2008 R2 SP1, Windows Server 2012, Windows Server 2012 R2. Assisted German speaking customers in Germany, Austria and Switzerland as well as customers in Asia and North America with DNS, and basic Active Directory user account creation issues. Performed initial troubleshooting with Exchange 2010 Server related issues including, directory synchronization, setting up and configuring/transferring issues related to ADFS (Active Directory Federated Services), LDAP (Lightweight Directory Access Protocol) to the appropriate support queues, performed troubleshooting to resolve basic known Edge Transport, Hub Transport and CAS (Client Access Server) issues. Resolved Issues related to Outlook 2007/2010/2013 Desktop Client.

Assisted customers with Autodiscover/ setup, connectivity troubleshooting/archiving/creation of archival mailboxes, included mailbox transfers and upgrades via Exchange PowerShell, EAC, public folder uploads to OWA/Exchange Online and assisting with associated user access permissions. Advised customers regarding email migrations from Exchange on-premise 2010/2013 servers to Microsoft Exchange Online including cutover, staged, Hybrid, POP3 and IMAP. Connected MAPI accounts from Yahoo and Google to Microsoft Outlook desktop application via OWA/Exchange Online. Assisted with resolving security issues related to spam/malware attachments in emails received in Outlook 2010/2013 and OWA, blocking malicious actors at the IP Address, domain and UPN levels using email header analysis tools and troubleshooting issues at the user, IP address and domain levels from attempted domain, IP Address and email client/domain takeovers/attacks via malware attachments, spam and spoofing in OWA/Outlook and submitted Exchange Online Protection escalations related to the Outlook and Exchange Online (OWA) environment, back-up of data to local.pst in the Windows desktop client and .ost files in local Exchange 2010/2013 on premise servers. Performed troubleshooting in Exchange Online/Exchange On Premise/Outlook/OWA/Exchange Online and Exchange on premise connectivity issues using the Microsoft RCA and MX Toolbox/whatsmydns.net troubleshooting tools as well as assisted customers with troubleshooting NDR’s via Header analysis in Microsoft RCA and MX Toolbox. Performed troubleshooting for Break/Fix issues with Office desktop applications using OffCAT and OffScrub troubleshooting tools. Troubleshooting MAPI, IMAP, POP3, SMTP, and ActiveSync connectivity issues for Outlook/OWA Break/fix connectivity and synchronization issues with mobile devices including Android, BlackBerry, iPhone and iPad. Troubleshooting and resolution of TLS (Transport Layer Security) and SSL (Secure Socket Layer) issues for Exchange Server 2003, 2007, 2010 and 2013.

Troubleshooting and resolution of certificate issues from recognized certification authorities (VeriSign, GoDaddy, Network Solutions) using online DigiCert application. Helping customers create and configure self-signed certificates for their internal networks.

Microsoft Office 365 SharePoint Online/SkyDrive/OneDrive for Business Technical Support Engineer-

Provided assistance to customers in the European, Asian, and North American regions with troubleshooting their external and internal facing websites, break/fix issues related to SharePoint Online/OneDrive for Business site collections, configuration assistance in the SharePoint Online Administration Center, troubleshooting Break/Fix issues with SharePoint Designer 2013 including client synchronizations, site permissions conflicts, network drive mapping, troubleshooting complex synchronization issues with the OneDrive for Business sync app between Windows clients and the Office 365 SharePoint Online/SkyDrive/OneDrive for Business cloud environment, setting up local Windows clients to sync and transfer files and folders between SharePoint Online and OneDrive for Business site collections, resolving Break/Fix issues with OOTB (Out-of-the-Box) site collections, internal website latency issues, site corruption/deprovisioning and recovery /backup issues, site collection access issues using Fiddler 2 to decode/debug HTML errors and web traffic problems, assist with resolution of public facing site JavaScript/DNS issues. Submit Tenant Restamp requests to Microsoft if SharePoint Online/OneDrive for Business site collections were not provisioned correctly where corruption within the SharePoint Online Administration Center was evident after consultation with technical lead and escalation personnel by submitting the appropriate internal consult request. Assisted customers with editing web parts, assisted with adding local database applications related to syncing Microsoft Access, InfoPath .xsn Web Forms and OneNote Notebooks to SharePoint Online and OneDrive for Business personal sites. Assist customers with uploading and syncing 3rd party documents such as Intuit QuickBooks and Adobe .pdf documents as well as troubleshooting synchronization issues with same.

Contact this candidate