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Customer Service Technical Support

Norman, Oklahoma, United States
January 20, 2018

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• Microsoft Office


• Windows Server 2008

• HTML 5


• Python

• Troubleshooting

• Networking/cabling

• Web Development

• Exchange



• Lync 2010/2013

• Database Management

• Customer Service

• Help Desk

• Windows 7,8,10

• Mac OS X

• Linux

• Bookkeeping

• Event Planning

• Accounting

• Office 365

• Skype for Business

ISAAC CHIKUSE 347-***-****


IT Professional with expertise in Exchange administration migration, and IT technical support. I am seeking a challenging position that allows me to maximize utilization of my skills, while growing them exponentially in a friendly, growth-oriented environment.



BS, Computer Information Systems & Business


o Experienced in creating migration plans, delegating tasks and deliverables, and successfully completing full cycle transitions o Proficient in planning, deploying, administrating, and troubleshooting Exchange 2003, 2007, 2010, and 2013 messaging environments

o Well-versed with designing infrastructures using Windows Server 2008/2012, with Exchange 2007/2010/2013, Hyper-V and VMware ESX

o Proficient with Exchange Server Profile Analyzer and Exchange Calculator Sheet for Mailbox Sizing

o Adept at assessing legacy environment stabilities and readiness for transition with Exchange Best Practice Analyzer Tool o Led setup and configuration of pilot lab using VMWare ESXi to test coexistence and functionality

o Implemented a Database Availability Group (DAG) across sites to provide database high availability

o Knowledgeable of anti-virus and anti-spam email filtering through Symantec, Surf Control and IronPort systems and enforcing client email security policies


IC ISAAC CHIKUSE 347-***-****


Dick’s Sporting Goods - Oakdale, PA

November 2016– November 2017

• Responsible for the successful transition of the Microsoft Exchange 2007 environment to an Exchange 2013 scenario, and from Exchange 2013 to Exchange 2016.

• Assessed Exchange Server Environments and gathered metrics in terms of Operating Systems in use, number of user mailboxes, public folders and came up with timeline for transition process.

• Used the Exchange Calculator to plan the deployment of Exchange 2013 and 2016 in terms of storage, CPU

• Configured the DNS records and virtual directories to bring coexistence between Exchange 2007 and Exchange 2013, but also Exchange 2013 and Exchange 2016

• Created test user accounts for testing migration and verifying there are no issues

• Utilized PowerShell Scripts in creating migration batches of the user mailboxes, made sure they were properly synced and closely monitored migration moves.

• Resolved issues related to migration moves of the user mailboxes.

• Utilized PowerShell in migrating public folders from Exchange 2007 to Exchange 2013, and from Exchange 2013 to Exchange 2016.

• Worked with end users in resolving issues related to OWA connectivity, Outlook Anywhere, Outlook but also ActiveSync for mobile device connectivity.

• Utilized Performance troubleshooter, Queue Viewer, Event Logs but also protocol logs in resolving issues related to delayed emails, non-delivered emails and overall transport services in Exchange environment.

• Applied server patches and made sure Operating systems are up to date and worked with Microsoft for issues that escalated after patching.

• Performed Database soft recovery to recover the database from a dirty shutdown state

• Performed knowledge transfer to notify the users of the changes and provided support and documentation throughout the process.

Other Duties

• Acted as hardware and software support for customers, providing technical assistance to different sites;

• Responded to user requests for service and determines nature and extent of support needed;

• Installed, configured, maintained, and troubleshoot wide range of hardware and software used throughout the company operations.

• Performed hardware and software upgrades to existing computer equipment as needed;

• Provided network support for customers which includes installing networked application software, granting access to users, creating user groups, managing shared resources, installing peripherals, configuring and setting up batch files and making specific files read only;

• Responded to hardware and software problem calls on site or over the phone for users. Investigated error 3

IC ISAAC CHIKUSE 347-***-****

messages and determines resolutions. Reinstalled programs, replaced files that are causing errors. Callsed software vendor and also accessed on-line technical support to obtain software update per need basis. Investigated appropriate areas of potential problem and determined resolution;

• Trained users in startup, basic and advanced use of software programs

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