Isaiah Wanjohi

**** ** ***** ******* *** WA ● 917-***-****(cell), ad01bi@r.postjobfree.com

Objective

Desire a position within a progressive company to expand and utilize my knowledge of Team Leadership, Project Management, Systems Administration and Customer Communications. To continuously learn, develop and improve.

Skill Set Background

- Project Management

- Change Management

- Team Management

- Windows Servers

- Server Imaging

- Application Deployment

Skills Set

Windows XP, 8, 8.1, Win7, Win10 and Mac OS

Windows Server configuration,set-up 2008,2008R2,2012, 2012R2, 2016 and 2016R2

Microsoft Office Suite 2010,2013,2016, O365, Office for MAC 2011 and Microsoft Suite

Microsoft Office Communicator 2007, Lync 2010-2013, Skype for Business, Microsoft Teams

Smartphone deployment: iPhone, iPad and Blackberry with corporation email

Active Directory, 0365/Skype for business integration tools

Techease and MSE ticket tracking systems

Internet Explorer/Firefox/Google Chrome /Edge

Support Hyper-V and MS Virtual Machine Manager (SCVMM)

CERTIFICATIONS

A+ Certified

(MCITP): Core Solutions of Microsoft Lync Server 2013

(MCTS) Windows Server Virtualization, Configuration

(MCITP)Win 7 Enterprise Administrator

(MCITP) Win 7 Enterprise Desktop Engineer

Career Highlights

JAN 2018 – PRESENT

SUPPORT IMAGING ENGINEER

INDEPENDENT CONTRACTOR

•Highly experienced in creating and maintaining OS image and application packages.

•Advanced technical understanding of hardware, drivers, Microsoft OS, software products and the software re-packaging/sequencing process.

•Experience with AD troubleshooting workstation/user policies.

•Strong System Administration experience, and advanced experience with SCCM.

• Change Management Process

•Coordination with Imaging and Packaging professionals for resolution of software distribution and installation issues

•Running Client Management Reports

•Builds and installs images for desktops and mobile platforms (laptops, tablets)

JULY 2012 -DEC 2017

AZURE / SKYPE FOR BUSINESS SERVER SUPPORT

Microsoft Corporation - Redmond, Washington

* Experience in Migrations, deployments of SFB 2015 deployment and integration with Microsoft Azure Cloud/0365

* Working as Cloud Administrator on Azure, involved in configuring and support of virtual machines, storage accounts, resource groups.

* Remote login to Virtual Machines to troubleshoot, monitor, delete and deploy Skype for Business/Lync.

* Test Microsoft products, Lync/Skype For Business and Microsoft Teams for quality and interpret results to ensure products

adhere to specifications, standards, and applicable codes.

* Create accurate and detailed reports of any problems found in applications, and present them to the proper department for

correction.

* Worked as part a team of quality checkers and followed the required methods and report defects in a timely manner.

*Experience deploying and configuring Lync/Skype for Business and integration with Exchange/Office 365

* Managing Windows 2008, 2012 and 2016 servers, troubleshooting issues and working with different support teams.

* Used Power shell scripts to automate the processes and do migration of VM, involving copying and creating of VHDS in on Azure.

* Configuration of Test Labs to migrate the virtual machines from one subscription to another subscription.

* Managing day to day activity of the cloud environment, supporting test teams with their requirements.

* Creating Labs, Virtual Machines along with setting up policies and Azure images/Custom Images to deploy the network.

* Managing the tech ticketing system to resolve issues on the cloud environment with the cloud management third party team.

* Keeping end users informed at every step of the incident management process via e-mail, IM,phone and remotely

* Providing next level service for escalated customers while driving customer satisfaction and retention through solution of issues

* Effectively managing incoming inquiries while meeting performance standards

* Properly documenting and maintaining all customer related information within SLA

* Expert knowledge of perfmon, Fiddler, Wireshark, and internal diagnostic tools

* Deployed Skype for Business/Hybrid infrastructure with 0365 Integration

*Upgrade/migrate the Lync 2010, Lync 2013 environment to SFB 2015

* Responsible for monitoring and resolving Scom Alerts

* Experience in Migrations, deployments of Microsoft Lync Server 2010, Lync 2013 and SFB 2015 deployment

* Performed upgrades of Lync server 2010 to Lync Server 2013 including configuration, management and post upgrade verifications

* Did assessment and discovery of current Lync production environment to be upgraded

*Upgrade/migrate the Lync 2010, Lync 2013 environment to SFB 2015

* Responsible for monitoring and resolving Scom Alerts

* Troubleshoots, repairs and maintains lab systems and core servers

* Responsible for OS deployment win2K8R2 and windows server 2012, Sever 2012R2 and 2016

* Managed/deployed and maintained Hyper-V

* Executes manual and automated Lync test cases

* Provides Microsoft with weekly Lync status reports on work items, projects, lab/machine issues and configurations

* Works closely and maintain relationships with other Lync teams and customers

* Administer Lync SQL servers, IIS servers, file servers

JAN 2012 – JULY 2012

Microsoft Corporation - Redmond, Washington

LAB MANAGER/SUPPORT

Daily duties include, but not limited to, the following:

* Supervising technicians in other geographic regions

* Experience in monthly Server Patching using MSN Patch and Windows IPAKS

* Manages projects

* Troubleshoots, repairs and maintains lab systems and core servers in order to ensure all build and product testing phases are completed in a timely manner *

* Monitors and maintain server/Image and backup processes including transfer and storage *

* Maintains Budget, inventory accountability, purchasing and RMA tasks

* Moving and lifting of hardware up to 75 pounds is part of the job *

* Executes manual and/or automated test cases

* Installs software and run automated scripts and/or manual configuration;

* Provides Microsoft with weekly status reports on work items, projects, lab/machine issues and configurations

* Works closely and maintain relationships with partners and customers

* Maintains and authoring lab scripts, web pages, and tools

* Administer SQL servers, IIS servers, file servers, WDS servers

* Installs and upgrades operating systems, creating and using images, creates and uses imaging setup disks

JAN 2011 – JULY 2012

XENONARC Corporation- Bellevue, Washington

SUPPORT ENGINEER

Remotely supports and maintains Data Centers Servers

Remotely builds and configures server 2008 Enterprise edition using Hyper-V

Responsible for setting up new Servers offering Maintenance, and configuring new systems

Troubleshoots Server issues in a Hyper V environment

Responsible for deployment of System Center Suite

Responsible for configuration, set-up, troubleshooting of System Center Operations Manager 2007 R2

Responsible for configuration, set-up, troubleshooting of System Center Configuration Manager

Responsible for configuration, set-up, troubleshooting of System Data Protection Manager

Responsible for configuration, set-up, troubleshooting of System Center Virtual Machine Manager

JULY 2010 – DEC 2010

Microsoft Corporation - Redmond, Washington

DATA CENTER SERVER SUPPORT ENGINEER (LIVE MEETING)

Maintains e-mail / other communication with peer and other teams

Monitors MOM alerts

Trouble shoots MOM alerts

Filters through event logs to identify root causes of alerts and other events/failures

Remotely supports and maintains Data Centers Servers

Remotely troubleshoots HP Servers Hardware failures (Hard drives, System boards, Memory leaks, Fan failure, Power supplies)

Over sees Server Hardware repair in the Data Centers and remotely verify

Performs firmware upgrades, patching, decommissioning in Data Centers

Performs Server imaging and deployment tasks (2003-x86sp2/2003x64sp2, 2008-86sp2, 2008-x64sp2, 2008x64R2)

Performs remote imaging solution (ILO) to deploy OS, Software and Configuration changes

Environment: ILO, IADMIN, WDS, Product Studio, RDP, SharePoint, WIN7, Windows Server 2003/2008,

July 2009 – January 2010– Data Star USA

– Network Engineer

Performed network refresh of Cisco 3700 series routers and 3550 switches to Cisco 3800 Series routers and Cisco 3560 Series switches for Bank of America banking centers *

Performed Installation and troubleshooting Cisco Network Modules and HWIC and associated Layer-1 connections *

April 2008 – December 2008

Microsoft Corporation - Redmond, Washington

SOFTWARE TEST ENGINEER (WINDOWS 7)

Testing of localized features and windows in many languages

Windows 7 testing through use of Microsoft-automated OS Deployment through ASI 2 * 2/3 * 0

Windows 7 testing through use of Microsoft-supplied automation through WTT- Tests Execution

Filing and tracking product and test bugs on Product Studio

Reproducing bugs

Providing feedback and suggested enhancement on testing process

Responsible for Troubleshooting hardware and software problems

Responsible for, triaging breaks and results, file bugs and follow-up with the Devs *

Analyzed test coverage and results in order to drive improvement of testing on an ongoing basis

Assist in cross-group testing with other Windows teams

Provides status reports on test scenarios, lab/machine issues and configurations

Environment: WTT, ASI, Product Studio Avoscent (KVM Over IP), WINDBG, RDP, SharePoint, Win2000, SharePoint, Windows XP, Windows Vista, Windows Server 2003, Win7

May 2007 – April 2008

Microsoft Corporation - Redmond, Washington

Mobile PC Hardware Engineer

Responsible for testing all Global Client Hardware Standards for Pc’s/Desktops *

* Provided testing and support to other Tier 2/3 team(s) in the organization

Testing of PCs/Notebooks and Mobile devices was in the scope for testing *

Validated mobile PC hardware on XP, Vista and future software products *

Highly experienced with larger analog and IP-based KVM systems

Responsible for Installing, configuring and troubleshooting operating systems

Responsible for setting up and tearing down PCs/Notebooks, servers using WDS and ImageX

Provided timely and accurate test data allowing for escalation of bug and issues to OEM entities *

Environment: WDS, WTT, ASI, Product Studio avoscent (KVM Over IP), WINDBG, RDP, SharePoint, Windows XP, Windows Vista, Windows Server 2003

September 2006 – April 2007

Microsoft Corporation - Redmond, Washington

Team Lead, Remote Access Management

Manage Global Remote Access

Enforced Policy and SOP Methodology

Migration of users from Win XP to VISTA; performed ongoing support.

Researched various trends for certain break/fix issues with Vista pertinent to networking hardware and RAS/VPN *

Coordinated meetings with Tier 1, Tier 3, and certain business owners to discuss current process and to review metrics *

Wrote troubleshooting documentation for Tier 1 Helpdesk to resolve RAS/VPN specific issues eliminating the need for escalation *

Develop Metrics and Maintain SLA Policy

Manage and Mentor Team

Utilized ticketing system (MSE) for tracking incoming customer issues with application and communicated with customers in resolving application issues *

Responsible for Trouble-shooting on remote connectivity issues and resolving Software/Hardware issues, Laptops/Desktop’s, application and network issues *

Managed installation, maintenance, and updates of E-Trust anti virus

Responsible for the enforcement of Service Levels Agreements and IT policies *

Environment: Windows XP, Windows Vista, Windows Server 2003, Active Directory, Office 2003/2007, SQL Server 2005, Product Studio, SMS, WMI, IPSEC, IPV4/IPV6, Certificates, Smart cards, MSE, SharePoint, Trace32, Remote Desktop Connection Manager, Network Monitor

November 2004 – September 2006

PHILIPS ORAL HEALTHCARE

Level II Desktop Support Specialist

Managed Internal/External Desktops/Laptops Deployment

Received logged, categorized and resolved requests for help, training and service changes to assigned IT hardware and software computing systems

Responsible for batch files creation /editing and cmd scripting

Expertise with setting up Audio/Video conferences combined with troubleshooting and support capabilities * Proven skill managing projection/display, video, and audio *

Provided operational application support for assigned applications system including PDA applications, job specific desktop software, and other approved application hardware and software systems

Migration of users from Win2K to WinXP

Created and maintained Ghost Images

Provided troubleshooting and resolving Software/Hardware issues for Laptops/Desktop’s well as troubleshooting and resolving application support issues

Created and configured Lotus Notes accounts; performed end user training and on-going support for Notes 6 * 03

Responsible for upgrading over 700 users from Notes 5 * 09 to 6 * 03 *

Support to field users for failed VPN and Dial up issues

Performed client/server side network troubleshooting + break/fix *

Provided support for local and network printers including print spooling resets

Performed basic server network configuration or configuration changes per process

PBX support: perform change, add, moves (CAM) for phones

Deployed standard application software

Applied MacAfee patching to desktops laptops and servers *

Documented actions and status of tasks / projects using HEAT ticketing system

April 2003 – September 2004

METROPOLITAN JEWISH HEALTH SYSTEM, NYC

Executive Desktop Support

Provide executive support for CIO, CFO and various Level Executives including their Administrative Assistants. Handle any issue with their personal computers, printers, iPhones or iPads

Provided level II desktop support to site employees 2500 and remote users 3500

Work close with the network team on migrating users' mail boxes from Exchange 2003 to 2010 and setting up network printer Q or any related issue

Support user desktops, laptops, Blackberries, iPhones, iPads, HP local and network printers

Troubleshoot performance issues with Microsoft XP/7, Mac-OS, Office 2003-2010, O365, Symantec Endpoint Protection, Cisco Any Connect, Juniper Network Client, Cisco VPN, Microsoft SCCM/SMS client, Adobe Acrobat Suite and other in-house applications

Work with vendors on resolving hardware and software upgrade issues such as SAS, HP,

Use Active Directory tool to manage mailbox size, password resets, etc.

Provided Process Change and Improvements

January 1999 – January 2003

INGRAM MICRO CORP *, Memphis, TN

Server Specialist

Supported Desktop and Network Issues

Implement and Administer Windows Servers

Staging new server builds/rebuilds and all associated hardware in designated staging areas

Racking and un-racking servers and associated hardware per process

Connecting and disconnect network taps and network connections for server hardware and network patch panels per process *

Responsible for system upgrades and maintaining server health *

Upgrading Dell/HP firmware, BIOS and drivers for all Dell/HP servers

Setup and configuring of Dell IT Assistant to monitor server health

Performed server hardware configuration changes, server moves, and decommissions

Troubleshooting for server hardware failures for all new server builds, server rebuilds, server moves, hardware configuration changes, and any hardware failures that occurred within specified service locations *

Performed OS/software troubleshooting for new server builds/ rebuilds, and server configuration changes

Performed break/fix and issue investigations; managed system reboots

Responsible for hard- drives partitioning and configuration of SCSI, IDE, SATA,

Responsible for loading and configuring Cisco routers and switches

Installed all required security patches and requested supported software

Utilized environment monitoring system to proactively monitor issues and independently respond to failures as reported by the system

Trained and Educated

Education

Bachelor of Science, Computer Science & Mathematics, Lemoyne-Owen College Memphis, TN

Associated Computer Services, Memphis, TN, Diploma - Electrical & Electronics Engineering

Associated Computer Services, Memphis, TN, Diploma - Computer Servicing and Maintenance

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