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Application Support / Incident Manager

Atlanta, Georgia, United States
January 30, 2018

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Nasi Yisrael **** Briarwood Road NE 770-***-****

Brookhaven GA 30329


I am a proactive person with performance driven qualities, and having 12+ years of progressive expertise in leadership. During these years of experience skills have been acquired in problem solving for government, and startup operations. This is accompanied with several years of IT networking experience. Have a keen understanding of business priorities, excellent communication skills, and a genuine team player. Commitment to managing operations and projects flawlessly while contributing to revenue producing activities. Recognized for consistent success in developing the processes and procedures to streamline operations and enhance revenue performance.

Areas of Expertise

Client Relations, Quality Control, Negotiation, Problem management, Client/Staff Training, Risk Management, Strategic Planning, Project Management, Quality Assurance, Systems Development, Incident Management, Change Management, Incident Management, Resource Management, Workflow Process Analysis. Networking, Active Directory, Citrix Client, Citrix Server Administration, Office legacy to Office 365, MS Exchange 2010 - Exchange 2016, and Cloud Storages through Microsoft O365 Migrations. LightSpeed, Telephony Server, VOIP, Norton Enterprise, Asset Management, Veritas Backup Solutions, Sophos, Operated in MS Server 2003 - 2012R2, Wireless, and VPN Solutions. Remedy, Lotus Note Administration, Service Now, Remedy.

Work Experience

Emory Healthcare

June 2016 – January 2018

Office 365 Application Support / Applications Engineer

Communicated with the client to obtain an understanding of their environment, challenges, escalation processes and apply that information to support the smooth transition to the new helpdesk application

Utilized existing structure to translate ticket categories and group names to the new system structure

Identified and escalated issues with the migration to ensure they were addressed and resolved

Derived and tracked action items to ensure the project is completed on time and with minimal downtime to the client

Analyze application data to assess performance and uncover problems.

Work in team environment to complete all testing activities according to schedule.

Microsoft Corporation

O365 Ambassador / MS applications Engineer

June 2015 – June 2016

: Experience with O365 Pro Plus core applications and performed .PST and IMAP migrations for 30000 – 100,000 tenets

: Experience with using ECP or EAC (Exchange Admin Center) to administer Exchange Online

: Maintained detailed technical documentation of messaging and system architecture.

: Utilized ActiveSync for configuration of mobile messaging services.

: Managed MS Exchange servers, AD applications and public folders.

: Document Management on Microsoft SharePoint Online.

: Office 365 Administration and Deployment

: Migration to office 365 from On premises Exchange, GoDaddy, and Google

: SharePoint site creation and administration

: Using PowerShell daily to perform functions such as reporting and administration in the O365 Tenant.

: Perform job duties with minimal supervision

: Excellent oral and written communication

Fulton County Schools System

Project Coordinator / Office 365 Ambassador

February 2012 / June 2015

: Served as a first point of contact and liaison for the dispatch and coordinating of field technicians to and from emergency job sites.

: Manage settings, user accounts, and subscriptions for the customer organization

: Assistance with advanced features of Office 365 related technology

: Created and maintained client spreadsheets to track job progress.

: Conducted day to day client communication when necessary and provided them with all required supporting documentation.

: Processed costs related to a service ticket completed by technicians and invoiced clients for payment.

: Coordinated and successfully invoiced multiple lump sum bid projects that required a special approach.

: Completed quality control of invoices and making necessary adjustments ensuring notes and figures are accurate and followed by contract.

: Functioned as a provisional person to the field and financial management team if hands-on support was needed.

: Interacted with operations management, technicians and central customer service support team on scheduling, status reporting, close-outs, follow-up and other operations or administrative coordination functions.

DCS Inc. Atlanta, GA

Network Engineer / Incident Manager

August 2009 - January 2012

: Configured Office 365 test environment and trained staff on its functionalities.

: Resolved tenancy technical issues and monitored Office 365 systems.

: Administered and supported Office 365 and MS Exchange policies

: . Performed network documentation and created disaster recovery plan.

Record of success in guiding and directing a large enterprise through substantial change management, balancing engagement with strong and effective strategic leadership.

: Drive incident investigation and resolution with a virtual team Requires a thorough understanding of technology

: Ask probing questions of the team to provoke thought into how to resolve quickly

: Ensure information is gathered in order to write up root cause analysis reports

: Capture after action items as well as lessons learned during incident resolution

: Apply a structured methodology (5 Why's) and lead problem management activities

: Report on metrics around Incident and Problem management

: Participate in the Enterprise Change Advisory Board

: Identify, analyze, prepare risk mitigation tactics

: Identify and manage anticipated resistance

: Consult with and coach teams, managers and leaders

: Support communication and training efforts

Fulton County Government- Atlanta, GA

Network Administrator / Support

March 2005- July 2009

: Supported 28 government branches including supporting VMware, Windows servers, various operating systems, applications, user-support, VOIP, video conferencing systems, wireless devices and other IT network resources using SMS by implementing group policies.

: Work in the diverse group of the network operation technicians for the repair activity of broadband, narrowband, wireless applications etc.

: Adept at developing effective security policies and procedures, project documentation and milestones, technical and business specifications.

: In-depth knowledge of networking protocols TCP/IP, UDP and ICMP.

: Conducted training sessions for server administrators to collaborate on future plans and coordinate IT development projects.

: NOC Administrator include develop, implement and maintain the solutions that support and help the company's wireline and wireless networks.

: Built the Blackberry (BES) server and configured all units and accounts; assisted users in training of units.

: Managed all aspects of automation within the department, including telecommunications, two-way radio systems, mobile computer components, remote access security, and wireless devices.


Cheyney University

Computer Science

ATG Learning Center (presently in class; certification date February 2018)

MCSA -Windows Server 2012 R2

O365 Administration - Enabling Office 365 Services

Microsoft Exchange Server 2016 - Designing and Deploying Microsoft Exchange Server 2016

Career Academy - Certified


ITIL - Certified.

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