Customer Service Engineer
Resume:
MICHELLE Y DAVIS
Tampa, FL 33647
*******@*****.***
SENIOR SYSTEMS ENGINEER
Solving problems and ensuring smooth system operations through knowledge, experience, efficiency and analysis of cost-effective technology solutions
Military veteran with over 20 years of experience providing large scale 24x7x365 operational support of Global Messaging Solutions, Database Administration, Windows Server Administration, Networks, Remote Access and Desktop Support. Holds the ability to leverage a thorough understanding of the interactions between systems to not only troubleshoot problems, but also identify performance-tuning opportunities. I possess a wealth of experience in IT management, to include, multiple mail platform migrations, change management, best practices, quality control, acquisitions and mergers, customer service, service management, HIPAA compliance, security and disaster recovery planning.
Technical Skills
Exchange 2003/2007/2010, Windows Server 2003/2008R2/2012R2, Lotus Notes/Domino, PowerShell, Lync 2010, Blackberry, Symantec Enterprise Vault, Backup Exec, IBM Sametime, Barracuda Networks, VMware, SharePoint, ProofPoint, Fortigate, ServiceNow Change Management, SMTP, Windows 2008 Active Directory design, LDAP, group policies, MobileIron, Capacity Planning, and domain maintenance.
Professional Experience
Randstad Professionals – PharMerica Corporation, Tampa, FL Jan 2013 – Sept 2015
Long Term Care Pharmacy Management Services
Microsoft Exchange Systems Engineer – Tier III
Responsible for serving as an advanced-level technical expert for all Exchange and Blackberry servers, to include the accountability for the availability, reliability, backups, monitoring, and serviceability of the messaging infrastructure hardware and software. Serve as the primary liaison between leadership and Enterprise Architecture/Remote Server team. Collaborate with engineers to select appropriate design solutions to ensure compatibility of system components. Provides an interface with business analysts to understand and apply business processes to current technology. Resolution of all day to day messaging issues.
Designed the server and database architecture for the Exchange 2003 to Exchange 2010 upgrade.
Provided technical assurance throughout migration of Blackberry to Mobile Iron migration and decommissioned Blackberry Enterprise Server.
Authored and implemented the electronic messaging quota and retention policies.
Completed merger of electronic messaging and documents of acquired subsidiary company.
JC III AND ASSOCIATES, Tampa, FL Apr 2012 – Jan 2013
Mortgage Due Diligence Company
Systems Engineer
Responsible for all virtual and physical Windows servers, server-side software, infrastructure equipment and daily operational support to include, infrastructure planning, system monitoring, contingency planning, security, performance tuning, software distribution, mainframe connectivity, Internet connectivity, SQL backups, asset tracking and production support. Also serves as an interface to the Application Development team for troubleshooting potential hardware problems.
Designed, installed and implemented a virtual (WMware ESXi 5.01) high availability Microsoft Exchange 2010 multi-server DAG infrastructure with Firewall.
Migrated a third party hosted mail platform to an in-house messaging system to increase employee productivity and corporate cost savings by over 50%.
Designed, installed and implemented Lync 2010.
Coordinate and implement numerous large and small scale technical projects, assisting in the creation of strategic and long term planning, to include a 24x7x365 on-call support rotation, so that incident response time is reduced.
VERIZON, Tampa, FL Feb 1998 – Dec 2011
Formerly GTE Data Services
Infrastructure Systems Engineer – Tier III
Managed all Verizon Corporate messaging servers, providing Service Level Agreement support throughout the Verizon Telecom, Business, and Wireline infrastructure for over 80 clustered MS Exchange 2010 servers. Provided Service Level Agreement 24/7 support throughout the Verizon Wireline and Telecom infrastructure for over 300 clustered Domino R7 servers on AIX 5. Maintained extensive client engagement (end-user computing/desktop support, network administration, and remote access), customer service, and project management experience.
Upgraded MS Exchange from 2003 to 2007.
Performed all installations, configuration, upgrades, back-up and replication scheduling, maintenance, and troubleshooting/root cause analysis for Microsoft Exchange, Symantec Enterprise Vault, and Lotus Domino servers.
Led the implementation for all corporate messaging disaster recovery procedures and technical writing for those applications and other messaging applications or procedural documentation.
Ordered equipment for department to include servers, mobile devices, memory, backup tapes, and laptops, managing over a $4 million budget.
Managed corporate Lotus Domino infrastructure from R3.3 to R7.
Installed and configured Domino servers, to include security, configuring mail routing, and replication.
Maintained Domino security including server access, database ACLs, group creation, generic and end user ID creation, and cross certificates.
Managed 15 load balanced IBM Sametime R8 servers and Quickplace/Quickr servers.
Provided second level phone support, troubleshooting hardware, operating systems, software, VPN, and other computer peripherals on the LAN and WAN for internal employees and contractors.
MILITARY SERVICE
UNITED STATES MARINE CORPS, Camp Lejeune, NC Mar 1994 – Mar 1998
Network Administrator and Instructor
.
Managed a 50,000 user Banyan Vines network
Created and taught curricula for basic Microsoft Windows and Lotus applications at the 2nd Force Service Support Group’s Information Systems Management Office.
Managed six junior Marines within the Programming/Database Development Department.
Set up secured networks and managed cryptographic equipment.
Secret Security Clearance held from 1994 - 1998
EDUCATION
Bachelor of Arts degree, UNIVERSITY OF SOUTH FLORIDA, Tampa, FL
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