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Customer Service Engineer

Dallas, Texas, United States
November 19, 2018

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** ***** ********* ********** ** Microsoft Exchange

** ***** ********** ** ******** maintenance and repair, Windows, Windows-based applications such as Microsoft NT, MS-Mail, Exchange and others

Self-starter and team leader with proven problem-solving ability, strong customer service orientation and excellent interpersonal skills

Proficient at current applications and tools, e.g. PowerShell, Excel data manipulation, SQL, Exchange 4.0 to 2016


Senior Systems Support

Anthelio Health, TX / Atos

3/15 to present

Responsible for messaging infrastructure, problem-solving and maintenance on day-to-day basis, client escalation for 6 different e-mail system from 2007, 2010, 2013. 2016 and office 365

Led integration and migration of a new acquisition company’s mail system

Lync federation, Exchange federation, Address book integration

Migration of data and mailboxes from a 3rd party system

Led migration from Exchange 2007 to Exchange 2013 for 1 client

Participated in various other projects including 3rd party access and AD cleanup

Senior Systems Analyst / Associate VP

Citigroup, Irving, TX

12/01 to 3/15

Responsible for messaging infrastructure problem-solving and maintenance on day-to-day basis as part of 3rd tier escalation team including compliance e-mail system as well as involvement in special projects.

Provided problem-solving and maintenance for 10 different applications, including Orchestria, Blackberry, Exchange 2007, Exchange 2010, extended storage, custom applications, etc.

Served as Team Lead to 2nd tier group

Provided problem-solving and maintenance on Microsoft Meta Service and directory applications

Served as Continuity of Business coordinator for messaging

Acted as change management coordinator for the messaging team

Provided technical subject matter expertise in numerous e-mail migrations

Senior E-Mail Specialist

Alcon Laboratories, Fort Worth, TX

3/96 - 12/01

Served as the lead messaging problem-solving and maintenance engineer for a 15K+ seat email system.

Led conversion from MS-Mail to MS-Exchange both on the server as well as client

Performed integrations of Global Address Lists (GAL) with parent company using LDSU

Handled all escalated Exchange issues both Domestic and International (60 sites/ 70 servers)

Rolled out Anti Virus for the e-mail gateways and Exchange servers

E-Mail Specialist

The Associates, Dallas, TX

9/00 to 2/01

Contracted as support resource within operations group responsible for 70,000 seats messaging infrastructure, prior to company being purchased by Citigroup.

Performed day-to-day messaging problem-solving, maintenance and monitored performance and identified improvements

Created import file for terminating 20K employees as part of merger

Note: Left Alcon for contract-to-permanent position at Associates; returned to Alcon when Associates merged with Citigroup and contractors were eliminated (was eventually offered permanent position at Citigroup)

Microsoft Service Engineer

Software Spectrum, Dallas, TX

6/95 to 3/96

Served as escalation engineer for MS Mail on-site at Microsoft.

Addressed questions, helped develop configuration solutions, and solved problems for premier customers on Microsoft Mail (PC and AppleTalk networks)

Provided online support through CompuServe for Microsoft Mail (PC and AppleTalk networks)


ASAP Computer Repair, Dallas, TX 4/92 to 6/95

Founded and operated computer repair and support company consistently servicing numerous client companies with a total customer base of approximately 5,000.

As lead technician, responsible for providing customer solutions: solving hardware/ software problems, researching and implementing upgrades and enhancements, etc.

Responsible for day-to-day scheduling, personnel management, operations

Generated new business, built customer base, established and maintained vendor relationships

Head Technician

ComputeRepair, Dallas, TX

1/91 to 4/92

Started as entry-level technician and was promoted to head technician in less than 9 months.

As Head Technician, did problem-solving and helped field techs solve problems via phone

Scheduled customer service calls, responsible for customer contact, researched new products and developed skills to support them effectively


Professional and Technical Training includes:

Exchange and Exchange Clustering


Blackberry (Enterprise Server)

MS and AppleTalk Mail

Microsoft NT

Effective Technical Writing

Effective e-Mail Communications

College-level Accredited Courseware includes:

Programming in Basic (3 hrs)

Networking Fundamentals (3 hrs)

Advanced Networking (3 hrs)

Networking Technologies (3 hrs)

Advanced DOS (1 hrs)

Human Development (6 hrs)

Basic SQL (3 Hrs)

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