Microsoft Office Management
Resume:
Robert Boswell
Bowie, Maryland 20716
***************@*****.***
Professional History
Industry Group Associates, LLC
Baltimore, MD
VOIP TIER II
Manage daily task and performance reviews of helpdesk personnel;
Provide management guidance for all major telecom infrastructure initiatives;
Research and recommend next generation technologies that align with business needs and the Enterprise roadmap;
Participate in development of telecommunications strategy, including technology standardization, unified communications solutions, and services lifecycle management;
Work with other IT leaders and engineers to design, develop and coordinate disaster recovery, high availability strategies, and Business Continuity Plans from a telecom perspective;
Review and advice on high-level design decisions for call centers, and remote sites to ensure proper integration of new telecom solutions into the enterprise;
Provide detailed documentation on system design and implementation;
Develop design standards and guidelines and mentor telecom personnel on best practices;
Effectively collaborate with business and IT stakeholders to gain collective buy-in on telecom strategies;
Manage and maintain vendor services relationships and contract negotiations;
Proactively engage in telecom capacity planning and performance management;
Evaluate, test and provide recommendations for new tools for telecom management;
Lead effort to define and deploy a comprehensive telecom provisioning strategy for acquisitions, new construction, and remodel projects;
Troubleshooting and engineering for any network issues that arise with UCCX, Call Manager, Unity, QOS, Telepresence, etc.;
Provide assistance with project scoping and network design;
Provide Incident, Change and Configuration Management services for clients;
Manage the timely resolution of proactive and reactive support issues as it relates to mission-critical systems against pre-defined service level agreements;
Maintain client communication and coordinate multiple information requests; and
Maintain and administrate Network Management Systems required for the monitoring and management of client systems.
Day-to-Day management of Call Processing, Unified Messaging, Call Center, and corporate Video Conferencing, BlackBerry Enterprise Server and eFax solutions.
Monitor and maintain corporate communications infrastructure.
Capacity planning of the enterprise’s communications infrastructure.
Document and maintain a comprehensive technical library.
Familiar with Calabrio WFM and QM, Call Recording (Verint/ NICE/ Calabrio), VMware and Virtualization
Organized and Good time management
Contact center issue triage, troubleshooting and root cause analysis including UCCE, IPIVR, UCCX, CUCM, and Call Recording
Provide support and knowledge for junior engineers
Contact Center MACDs including agents, scripting, and call recording.
Indus Corporation
Contractor for Library of Congress
Washington, District of Columbia
02/2014-01/2016
SYSTEM ADIMINISTRATOR/ SENIOR MOBILITY ENGINEER
Supports user hardware, software, network connectivity, telework, and other support needs. This includes troubleshooting, equipment preparation, deployment, repair, retrieval, software access and distribution, and end-user “how-to” support with software as well as hardware and connectivity.
Troubleshoot voice related Link within an enterprise environment.
Systems configuration and documentation, software installation and upgrades, technical support and troubleshooting, hardware builds and standards definition, new features implementation as well as assess systems utilization and performance tuning.
Broad technical knowledge of Windows 7; Microsoft Office 2007-2012 and other Microsoft applications; MS Outlook and email functionality, other standard applications; network connectivity; telework technology and connectivity; two-factor authentication; PC and laptop hardware, configuration, and maintenance; standard peripheral equipment; imaging; troubleshooting; and ability to learn proprietary application support.
Experience with SMS/SCCM and Office 365 and other remote software distribution.
10+ years of experience with administration of Windows systems
Documentation with Footprint tickets systems.
Assets tracking management procedures and policies
Assign and activate RSA tokens and Dell, HP Laptops for more than 5,000 employees.
Active and deactivate blackberry user accounts using Blackberry Enterprise Server (BES) Experience with MaaS360 and Citrix Zen mobile
Proficiency with smartphone devices, the ability to independently troubleshoot issues, supports end users
Update document processes and generate end-user guides as required for solutions and issues.
Currently supporting more than 5000 end-users and peripherals throughout the Library’s infrastructure in a SLA (Service Level Agreement) task order contractual obligation.
Oversee and coordinate mobile device activities via MasS360 and Citrix
Experience with Dell desktops and laptop hardware and laptops repairs and communicating with Outside Vendors
PEOPLE PROCESSING INFORMATION (PPI)
CONTRACTOR FOR
PENSION BENEFIT GURANTY CORPORATION
WASHINGTON, DC
12/2010-05/2013
NETWORK ADMINISTRATOR
Assign over 20 service request using HP Service Manger to 5 teams such as platform, Telecommunications and UNIX system administrators.
Provide access to more than 100 agencies approved software and hardware access to over 3,000 employees.
Perform Tier 3 support to ensure packaging software is installed and functioning appropriately for over 5,000 employees.
Create Service requests using HP Service Manager for end users.
5+ years of Microsoft Exchange 2010 experience in a multi-site deployment
Serve as the Active Directory Administrator; set up user profiles and network drive access using Exchange 2003-2010 Microsoft Lync 2013
Perform installation of more than 40 Commercial off the Shelf (COTS) software applications and more than 10 agencies developed applications.
Assign and activate RSA tokens for more than 3,000 employees.
Participate in the bi-annual Continuity of Operations Plan (COOP) exercise; ensuring that all applications are operating properly.
Active and deactivate blackberry, iPhone user accounts using Blackberry Enterprise Server (BES) and Mobile Data Management for Verizon, Sprint.
Manage and troubleshoot domestic and International blackberry service.
One of Three administrators that Create user access accounts (i.e. development, production) using Active Directory Account Management via Quest Directory Active Role Web Server.
Continuous monitoring of systems with monthly and quarterly reports per the guidelines of NIST Publications and PBGC Security Plan and Directives. I maintain user access verifications by removing employee’s access once they have been separated or terminated by the agency.
Provide access to shared drives to users by request using Quest Active role.
One of Three administrators that DE provision users’ access upon separation.
Verify users profile access to ensure users have the correct privileges to shared drives and applications.
CLIENT NETWORK SERVICES INCORPORATED (CNSI)
CONTRACTOR FOR DEPARTMENT OF COMMERCE/ CENSUS OF BUREAU
UPPER MARLBORO, MD
04/201*-**-****
SYSTEM ADMINISTRATOR
Provided support and technical training to the end users at the Regional and Local Census office for the Census 2010.
Assisted with training new and existing members on practices, procedures, and technical aspects for Census 2010.
Performed various administrative duties such as create user accounts, create group policy using VMware workstations associated with Altiris. Configured and trouble shoot switches and routers for the Regional and Local Census offices.
Provided support for servers, desktops, laptops, and Hand Held Computer (HHC).
Coordinated technical training for new and existing staff members on the team.
Performed set-ups, break-downs, and transported equipment to various offices.
Performed diagnostics and troubleshooting of FDCC VMware workstations.
Performed Tier III support to ensure proper ticket management and resolution.
Documented user issues and resolutions using Remedy 7.
Imaged and configured workstations, laptops and servers using Altiris.
Managed and maintained file and print servers.
Changed user’s password through Novell Netware/Zen works administrator console.
INDIGO IT
CONTRACTOR FOR FEDERAL HOUSING FINANCIAL ADMINSTRATION (FHFA) 09/2009-1/2010
WASHINGTON, DC
SENIOR SUPPORT ANALYST
Provided local and remote desktop support to employees for local and wide area networks including the management of hubs, switches, routers, firewalls and servers.
Resolved network connectivity, network printing and user access issues
Deployed new workstations, network printers and drives.
Installed Windows XP operating systems to all laptops.
Supported disaster recovery plans (COOP).
Performed regular backups and created Ghost images of workstations and laptops prior to upgrades.
Configured software/hardware and network properties to meet individual user’s needs
Supported the implementation of account administration of Nortel VPN and VMware, Citrix management.
Supported new user on BES for all FHFA end user with International Blackberry from Verizon.
Used Active Directory to create computer accounts, user accounts, distribution lists and security groups.
Provided full disk encryption for laptops and desktops computers.
Provided support to Anti-Virus and Anti-Spyware software.
Documentation user issues and resolutions using Track it.
Configured network printers support for FHFA and bank examiners.
One of two members of the System Exchange Engineer team for FHFA that performed the configuration of the exchange server.
Citrix senior administrator for end user issues such as trouble-shooting sessions, lock-out and password resets.
Supported bank examiner with security group files to be added and remove from active directory.
Activated and deactivate blackberry user accounts using Blackberry Enterprise Server (BES) for Verizon
Managed and troubleshoot domestic and international blackberry service.
TRAWICK IT
CONTRACTOR FOR UNITED STATES PATENT & TRADEMARK OFFICE
ALEXANDRIA, VIRGINIA
02/2006-05/2009
SENIOR HELPDESK ANALYST
Provided local and remote desktop support to over 10,000 employees from corporate and satellite offices
Resolved network connectivity, network printing and user access issues
Deployed new workstations and network printers, installing operating systems and drivers.
Supported disaster recovery plan (COOP).
Performed regular backups and created Ghost images of workstations prior to upgrades.
Configured software/hardware and network properties to meet individual user’s needs.
Supported the implementation of account administration of Nortel VPN and Citrix management.
Performed installation of COTS software and end user support for in-house software applications
Provided support to Voice over Internet Protocol (VOIP) to agency.
Provided VMware configuration and support for Windows XP.
Education and Certifications
PRINCE GEORGES COMMUNITY COLLEGE
Major: CYBERSECURITY ASSOC.OF APPLIED SCIENCE IN INFORMATION SYSTEMS SECURITY 08/2009-PRESENT
Training/Certification
MICROSOFT LYNC 2010-2013
MICROSOFT OFFICE SUITE 2010 CERTIFICATE 2011
WINDOWS 7 CERTIFICATE 2011
MICROSOFT DESKTOP SUPPORT CERTIFICATE 2010
HELP DESK INTUITION TECHNOLOGY
FISMA (Federal Information Security Management) Training courses
NIST PUBLICATIONS
CISSP (Certified Information System Security Professional) Training courses
CAP (Certified Authorization Professional) Training Courses
Operating Systems: UNIX, Microsoft Windows® Operating Systems 2000, Windows 7, Lotus Notes 6.0 Heat, Telecom, Blackberry Enterprise Server 10.5
Troubleshooting: Novell, SMS, RSA Enterprise Server, Federal Desktop Core Configuration (FDCC) VPN configuration and troubleshooting, McAfee E-policy
Software: Symantec, Norton Firewall, Ghost, Lotus Notes R8, Microsoft Office Suites 2000-2010,
Quest Active Roles Server, RSA Enterprise Server, Hewlett Packer (HP) Service Manager, Comprizon, Leapfile, Remedy 7, Altiris, McAfee E-policy
HARDWARE: HP/Dell /IBM Servers, Workstations & Laptops, network Cables and Connectors, HP Printer
MOBILE APPLICATIONS: IPhone, (MasS360), Google Android OS, Blackberry OS (BES)
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