Service Desk Rep/Exchange Admin

Zane P. Elam

**** * ******* ** *****, Arizona ***83

602-***-**** ****.****@*****.***

Summary of Qualifications

Highly motivated and experienced technician with the ability to organize, prioritize and work under pressure. Resourceful and self-confident; can get the job done, and do it well. Equally effective working independently or in a team and is quick to take charge/initiative whenever the situation calls for it.

Technical Experience

• Active Directory • Exchange Administration • Enterprise Networking • Virtualization • Automation / WSUS •

• Automating OS Installs • Windows Server 2008 / 2012 R2 • Group Policy/GP Automation • Configuring a LAN •

• Computer Assembly / Diagnosing / Repair • A+ Certified • Completed Linux 101 College Course

Professional Experience

Insight Enterprises – Tempe, Arizona May 2017 – Current

Service Desk Representative/Exchange Administrator

Support several clients simultaneously on a daily basis, providing level 1 IT support as well as level 2 Exchange Administration and Airwatch support, assisting with the migrations of the largest clients to new VPN solutions, Exchange Online, and Office 365. Responsibilities include managing the workload of several clients, writing documentation for 3 separate teams, training new Exchange administrators, being a main point of contact for coworkers and clients who require assistance, and creating new processes for systems and tasks that previously had none.

Earned administration credentials for AirWatch and Exchange within the first month of employment.

Became local lead of Exchange Administration, involving being responsible for creating new documentation and training of all new administrators.

Consistently produce the most resolved and worked tickets across teams as added to them, keeping previously unmanaged queues manageable.

Arizona Digestive Health – Phoenix, Arizona June – December 2016

IT Associate

Assisted in multiple IT division takeovers, taking control of the company antivirus and writing policies from scratch while bringing 500 workstations and 100 servers to a secure level, while additionally building and implementing a Windows Server Update Services server from scratch. Responsibilities include managing communications with vendors and occasionally employees, assisting in a corporate office move, and hunting a hidden virus on the network and removing it from the afflicted servers.

Worked as a team to create a full Linux enterprise environment from scratch on an empty Linux hypervisor to gain knowledge and experience on the OS

Completed a full network security audit and patched several dangerous holes that could have led to liabilities

Filter applicants for a senior Systems Administrator position and arrange interviews for prospective candidates

Arizona Digestive Health – Phoenix, Arizona June – August 2015

Technical Intern

Assisted in a multiple site IT department overhaul as well as working with enterprise equipment in a professional setting, learning to repair, manage, and expand networks and office equipment. Responsibilities included studying for and passing an IT certification test, assisting the IT department with problems from helpdesk level to systems administrator level, and assisting other employees when the rest of the IT department were at meetings and on emergency calls.

Dedicated hours each work day to studying for the A+ Certification

Fixed printer, cell phone, and workstation issues and swapped datacenter server hardware

Created a complete virtualized school environment that automated many security tasks and made administration easy and technician-friendly

References

Justin Brazil, IT Director - Arizona Digestive Health – 480-***-****

Christopher Renshaw, Senior IT Technician - Arizona Digestive Health – 480-***-****

Bryant Ponn, Senior Security Engineer - Insight – 480-***-****

Richard Huff, Exchange Administrator Lead – Insight – 630-***-****

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