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ITIL, Consumer Relations, Office 365 Support, Sharepoint Permissions.

Atlanta, GA
October 25, 2018

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Ben 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 that enhanced revenue performance. I am seeking a 3rd shift position.

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, Resource Management, Workflow Process Analysis. Cisco AnyConnect, Active Directory, Citrix Client Administration, Citrix XenDesktop, Office Suite legacy to Office 365 & 2016, MS Exchange 2010 - Exchange 2016, and Cloud Storages through Microsoft O365 Migrations. LightSpeed, Telephony Server, VOIP, Norton Enterprise, Relationship Management, Asset Management Apps, Integrated Configuration Management, Project Portfolio Management, Veritas Backup Solutions, Sophos, Citrix XenApp, Apple Support Administration, Operated in MS Server 2003 - 2012R2, Wireless, and F5 VPN Solutions, Lotus Note Administration, Service Now, Bomgar, Information Control Systems, BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), Incident Response, Update, Handoff, and Resolution times for the Service Desk Team, NetIQ Directory Resource Administrator (DRA), Systems Center Configuration Manager (SCCM), HP Service Manager.

Work Experience:

Emory Healthcare Inc.

Office 365 Application Customer Support

June 2016 – September 2018

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

Complete development of Service Now, configuration and workflow administration to support business processes in the platform.

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

Monitored system operations and generated daily and weekly performance reports.

Identified and resolved LAN and WAN network issues affecting Citrix network.

Evaluated and recommended the new software, hardware and patches to optimize the working of the Citrix and VM Ware environments.

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

Experience with Apple Administration upgrades, installs, troubleshooting issues.

Used Critical Path project Methodology.

Experience administering multiple project initiatives at the same time.

Experienced in gathering requirements, timelines, and personnel assignment.

Coordination with other leaders within the organization to ensure project management. Processes are aligned to the complement of disciplines for project delivery.

Collaborated with vendors of Microsoft, Citrix, HP, and Symantec to optimize functionality.

Assessed workloads and right-sized server infrastructure through multiple data center hardware refreshes.

Used telemetry to isolate and individuate ticketing problems in order to determine frequency and propose solutions.

Executed daily production and development administration and changes in an end-to-end VMware virtualization stack with zero customer impact.

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

MS Applications / Lead Client Relations Support

January 2016 – 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, administration, support

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

Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements

Excellent oral and written communication

Acts as point of contact when clients call or email the Service Desk.

Acted as an externally facing point of contact to facilitate handling of problem reports and maintain relations with network peers and vendors.

Acted as an internally facing point of contact to escalate technical issues and communicate network status.

Overseen and executed planned maintenance work, minimizing impact to services.

Troubleshooting user problems over the phone and with remote control technologies.

Accurate documentation of all activities conducted.

Showed the ability to manage, maintain, troubleshoot and support our customer’s networks, equipment, software and services.

The ability to learn quickly and adapt to changing requirements.

Fulton County Schools System

Project Coordinator / Help Desk Manager

February 2012 / January 2016

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.

Served as a first point of contact and liaison for the dispatch and coordinating of field technicians to and from emergency job sites. Provide guidance on Incident Management to all support staff and assist in their training and knowledge development

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 Support / Incident Support

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.

Conducts management meeting and ensures customer sign off prior to incident resolution

Works on customer feedback as part of continuous process improvement

Develop, implement, analyze, measure and improve discipline-specific processes and procedures to identify opportunities for continuous improvement

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

Provides preemptive network design optimization recommendations based on periodic network and service performance, capacity, and security analysis.

Responsible to execute and manage the Incident and Problem management processes to ensure optimal overall performance

Fulton County Government- Atlanta, GA

Lead Desktop Support / Consumer Support Analyst

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.


Grantham University

Computer Science (Expected graduation date Dec. 2018)

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

MCSA Program

Windows Server 2016 R2

O365 Administration - Enabling Office 365 Services

ITIL V3 – expected completion date Nov. 2018.

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