Technical Support Sales Representative
Resume:
Stephen Jacks
Email: *******@*****.***
Skype: *******@*******.***
Objective: Support Analyst position
Work Experience:
**/**** – 9/2016 Exchange Migration Specialist Microsoft (Microland) Issaquah, WA
Contract position migrating Microsoft corporate customers to Office 365. Migration from on premise Exchange or cloud implementations (O365-Dedicated, Google, et al), Lotus Notes customers, and Google Apps/Mail/Drive to Microsoft Online Services (Exchange Online, Email, OneDrive for Business, SharePoint, et al). Use of Active Directory tools, advanced Exchange functionality, PowerShell and shell scripting, SQL, and customer interaction. Troubleshooting. Included Office365 tools, Metalogix, BitTitan, et al. Troubleshooting email delivery; protocols POP/IMAP/SMTP/EAS/MAPI.
4/2012 – 12/2014 Consultant
Self-employed. Microsoft Partner (Solution Provider). Projects range from POS maintenance and upgrades, SMB Networking, Unix Server config, Server migration, et al. Integrating Windows Server Essentials with Microsoft Office 365.
12/2011 – 9/2013 Networks Technician Telenet Technologies Bellingham, WA
Computer Systems & Networking Solutions for Small & Medium Business customers & Enterprise Branch Offices. Server configuration, VOIP, multivendor Router programming, Security, Windows 7 migrations, Cisco, NAS, random customer applications, et al. Office365 and Google Docs implementations.
4/2011 – 11/2011 Deployment Technician II Tolt Services Group of Charlotte, NC (dispatched from Mount Vernon, WA)
Updating IBM Point of Sales systems onsite. Equipment installation & troubleshooting, Citrix Thin Client installation, configuring Unix server environment. Linux issues.
12/2010 – 1/2011 Technical Consultant Computer Consultants International, Inc. Mukilteo, WA
Technical Support assignments to SMB customers. Worked on RFPs.
5/2010 – 10/2010 Tier 2 Support Engineer Microsoft (VMC Consulting) Redmond, WA
Microsoft Communication & Collaboration Support. Provided international phone & e-mail support for Microsoft Office365 (Exchange, SharePoint, Live Meeting). I supported migration/coexistence/hybrid issues including MIIS/ILM/FIM2010, Virtualization, OCS/Lync, Exchange, SQL, FOSE, BES, et al. Customer support issues included backwards compatibility of older MS products, Outlook 2010, OCS/Lync client, RMM, Mobile Support (Blackberry, iPhone, Droid). Managed Servers using Scripting, PowerShell, & Active Directory tools. I assisted with issues like Dynamics NAV integration. Resolved customer Internet, Macintosh, & Linux issues. The Microsoft customers I assisted ranged from small business owners managing their own IT, to CIOs with 60K users. Escalations & mentoring of sites in FL, TX, & India.
12/2009 – 6/2010 Marketer MarketStar of Ogden, UT (assigned from Burlington, WA)
Retail marketing of consumer electronic products. Cell phones, 3D TV, etc for Qualcomm, AT&T, Sony et al.
5/2009 – 5/2009 PC Technician ANU Resources of Dublin, of Dublin, Ohio (dispatched from Burlington, WA et al)
Upgrading software & hardware for WAMU Bank branches conversion to JPMorganChase.
7/2008 – 11/2008 Field Tech Support Associate Corestaff Inc., Chicago Technology office (dispatched from Everett, WA).
Upgrading software & hardware for Compucom Key Bank Teller 21 Project.
4/2003 – 6/2007 School Bus Driver First Student Inc. of Cincinnati, OH (Seattle, WA location)
Seattle School District: Safe & orderly transportation of diverse student population in a challenging
milieu of driving situations. Outside charters: runners, conventions, golf, Seahawks, et al
3/1992 – 12/2006 Small Business Technical Consultant American Engineering Systems of Shoreline, WA
SMB computer systems & support supplier.
10/2002 – 8/2005 Sales Representative BDS Marketing of Irvine CA (Seattle, WA location)
Retail marketing of consumer electronic products.
2/1996 - 6/2001 Senior Technical Lead Keane, Inc./Convergys Corp. (of Boston/Cincinnati) (office at Seattle then Kirkland, WA )
Microsoft Windows (& Internet Explorer) support callcenter, also other Microsoft & non-Microsoft products incl. Developer Support. I was tasked with customer satisfaction, technical & otherwise. Assigned to Microsoft software development for beta support, duplicated & documented bugs found by customers or myself, running MSTest. As escalations engineer I resolved many cases escalated from Dell, AOL, Office, & Developer support; issues from Visual Basic issues, IIS & SharePoint, Javascript/Vbscript, CGI, WSH, database connectors, ASP/CFM. Internet, Mail, & MIME issues required a good knowledge of IETF RFCs & Standards. Team management duties incl. training in troubleshooting, mentoring, & quality control monitoring of Tier 1 Engineers at multiple Partner sites.
Other:
‘Technical Support’: Other 1-2 day assignments for hands on service, e.g. Peak Systems (JPMC printer support), Workmarket, etc.
Chemist, Analytical: Pacific Testing Laboratories; Volt Technical Services; Fluke Manufacturing (1990-93).
Computer Technician: Lake Union Computers. Computer City (1995-96)
Retail: Radio Shack; Southland; EC Market; Ken's Market; Office Depot (1993-95).
Engineering Aide: City of Seattle.
Facilities Coordinator: University of Washington.
Parking Enforcement: University of Washington.
Education:
BA in Chemistry Summer/1993 University of Washington @ Seattle, WA
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