Exchange Administration, Email Support, Active Directory
Resume:
M isty Buckalew
**.********@*****.***
Experience
Harte Hanks Microsoft BPOS/Office 365 Exchange Technical Support Engineer Frontline
July 2011- Current
IT Pro to IT Pro Enterprise Level technical support
Experience with on Premise, Multi-Forest (hybrid) or fully hosted Active Directory database
Engage on critical situations such as organizational wide service impacts
Exchange Server support for Microsoft Dedicated / ITAR Enterprise customers holding over 5,000 seats
M ulti-tasking chat, email and phone support
C reate/Update incidents within the internal ticketing tools
Collaborate with other teams when needed
C reating, editing, or deleting users/groups
Troubleshooting Active Directory modifications/synchronization to hosted environment
Migration knowledge- Legacy Exchange to hosted, Lotus Notes to hosted Exchange
Fully administer hosted mailboxes/users/groups in O365
Proficient in the following admin tools: Exchange Management Shell, Exchange Console, Exchange Admin
Center, MFC MAPI, and ADSI EDIT (LDAP queries)
Rebuild corrupted mailboxes
E xperience troubleshooting nested folder issues
E xperience configuring and troubleshooting send/receive connectors on Exchange
Experience with Outlook client 2003, 2007, and 2010 including all connectivity methods
Investigate Outlook calendar issues (missing, duplicated entries)
Able to analyze emails for origin, perform Exchange or EOP tracking, and review SMTP logging
Perform mailbox dumpster recoveries
Capture mailbox content for compliance purposes
I nvestigate mailbox delegation issues, including Free Busy data
Familiar with BAS 4.1 and 5.0 interface
T roubleshooting Blackberry activation issues/failures
C reating BAS admin accounts
C reating or modifying Blackberry user accounts
T roubleshooting Blackberry folder and email synchronization issues
Configuring Active Sync device policies
E nabling Active Sync on mailboxes
T roubleshooting Active Sync issues through I IS logging
T roubleshooting Information Rights Management
Knowledge of Exchange RBAC roles
OCS/Lync and Outlook integration experience
OCS/Lync object configuration
OCS/Lync client log reviews
OCS/Lync client installs/upgrades
OCS/Lync partner federation
Basic experience with Enterprise Voice
Experience working with Forefront Online Protection and Exchange Online Protection
Knowledge in working with third part archiving or E-Discovery companies
Additional duties
Lead mentor for my department
T riage aged cases for traction/resolution
H arte Hanks Microsoft Exchange Hosted Services- Enterprise Technical Support Engineer Tier 2
June 2010 – July 2011
IT Pro to IT Pro Enterprise level technical support
Configure inbound and outbound mail settings for Forefront Online Protection for Exchange, Exchange Hosted
A rchive, and Exchange Hosted Encryption services
Assist with DNS record changes for the hosted services to function
Diagnose errors within the user Administration center
Perform Easy Assist sessions for troubleshooting and data collection purposes
Plot the mail path and delivery path for inbound and outbound messages
Perform message traces using sender and recipient information
Assist organizations with configuring their spam quarantine for email messages
Configure account settings for virus, policy, and spam filtering
Monitor outbound email traffic for the accounts using the filtering service
Assist in the setup of archiving and encryption services
C reate policy rules used for additional filtering of email traffic
Troubleshoot premier customer issues
C reate issue postings such as RSS feeds, AIC postings, and Network Alerts within the Forefront Admin Center
Assume ownership of aged and escalated tickets
Knowledge with on premise, cloud hosted, and email co-existence scenarios
Provide internet header analysis
Mentor support for Tier 1 engineers
AT&T Mobility- Wireless Internet Technologies Tier 3
September 2008 – June 2010
Resolve connectivity and browsing issues on ATT data network
Diagnose and dispatch network connectivity issues
E xtensive knowledge of mobile OS including; iPhone OS, iPad, Palm OS, Google Android, Windows
Mobile, and Rim Blackberry OS
Advanced troubleshooting for operating systems, including; Win XP/Vista/7, Mac OS X
E xperience with TCP/IP and basic wireless networking
Specialty billing requests (plans, charges, overages, cancellations)
Diagnose conflicting software issues
Experience with Java and ActiveX
Basic knowledge of Microsoft Share Point and Net Meeting
Configure and troubleshoot email clients (Outlook, OWA, Live, and Entourage)
Configure security software and browser settings (Safari, Firefox, IE, and Chrome)
State Farm Insurance and Financial Services- Life and Health Specialist
April 2007 - August 2008
L icensed Insurance Producer for Texas and Louisiana
Business to Business outside Sales
Produced and executed marketing strategies for new and existing policy holders
Scheduled annual conferences with existing policy holders
Assisted existing clients with general customer service and policy maintenance
Confirmed policy changes and/or cancellations
Updated client files on a daily basis
A merican Family Life Assurance Company (Aflac) - Independent Insurance Producer
February 2004 - March 2007
Constructed a client data base using various marketing methods
Maintained existing policyholders through superior customer service
Scheduled employer presentations to offer Aflac services
Presented Aflac services and benefits to employees
Enrolled participants in Aflac benefit plans of their choice
Processed and delivered claims for policyholders
Managed and updated account files
Trained new Aflac recruits on policies and procedures
West Telecommunications – ShopNBC Sales and Production Night Manager
J une 2001 – February 2004
Specialized in customer service relations for channel ShopNBC and ShopNBC.COM customers
Generate New Accounts and Revenue for ShopNBC
Responsible for all billing aspects of accounts
Assisted customers in placing and tracking orders
Follow up with customers
Resolved escalations
Provided vendor information for products
Used a variety of software to locate customer accounts
Up sell to make quotas and meet company metrics
Educated and mentored employees about vendor products and services
Managed employees’ adherence to work schedules
Released shifts for workers depending on call volume
Education
Iowa High School
Iowa, Louisiana
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