Business professional with extensive experience in technical services. Proven call center expertise and problem resolution abilities while maintaining high levels of customer satisfaction. Analytical in addressing the needs of both internal and external customers. Reputation for building solid business relationships and communicating effectively with individuals at all levels of management. Proficient at delivering training for new and existing staff. Worked extensively with Content Search/eDiscovery requests. Worked over 3 years with 2nd & 3rd level experience as an O365 Messaging Engineer. Also worked over 20 years as a Lotus Domino Administrator.

Technical Summary:

Software: Lotus Notes Server Administrator 9.1, Lotus Designer 9.01 (10+yrs),

MSOffice 16 (2yrs), MS Exchange (3.5yrs), Office 365 (3.5yrs), Lotus Notes Client 9.01(10+yrs), Maas360 (5yrs), Notes Peak (5yrs), Quick Place/Quickr (5yrs) Blackberry Manager (5yrs), Good (phone software – 4yrs), AS400 Windows Servers (V7r3 – 3yrs). Active Directory (2yrs), Juniper Connect SSL VPN, Nortel Connectivity VPN, Putty Terminal Client (4yrs), MS PowerShell Scripts, Top of Mind (3yrs), Remedy (10+ years), Service-Now (3yrs)

Call Center Tracking: Top of Mind (3yrs), Remedy (10+ yrs), Service-Now (3yrs)

Backup: Backup Exec (3yrs), Arcserve (10+yrs), Veritas NetBackup (5yrs), Barracuda 4yrs), AS400 Windows Servers (V7r3 – 3yrs)

Remote Control: BMC Client (4yrs), Citrix XenApp Remote Assistance Console (4yrs)

Tata Consulting Services/New York Life, Clinton,NJ-System Administrator (Mar 2023-Nov 2023)

Lotus Notes Migration 9.0 to Domino 12

Lotus Domino Server Installation

Coordinate Meetings with Business owners to discuss Server Upgrade plan

Replication of new databases for Domino 12

Deletion of old databases from 9.01

Connected to Servers via CyberArk, to view Disk space issues

Remediate Lotus Notes databases with Developer to ensure proper design

Ensure proper communication of weekly progress being accomplished

Submission of Change Management Requests for needed Changes with Servers

Bed Bath & Beyond, Union, NJ- Messaging Engineer: (Mar 2014 – Nov 2022) Provide Outlook and Domino support to 25000 users: Provided Domino support for 10 Domains and 55 Servers

Processed O365 eDiscovery/Content Search requests for Legal department

Supported the creation of Domino accounts with Store users via Citrix XenApp Remote Assistance Console

Provide support for MS Exchange 2013/2016 Outlook accounts

Support the Mail flow of the O365/Domino environment.

Verify MS Teams is properly connected to network, ensuring connectivity to Meetings/chat(s) are working successfully

Worked with Security Administration to ensure any name changes for users were processed via Active Directory correctly

Managed the ServiceNow tickets to ensure new groups and group changes processed accordingly

Modified Title through Teams App for needed user(s) via ServiceNow ticket

Added users to requested Teams groups

Corrected disk space issues when Domino servers experienced problems with backup related issues, within the AS400 (v7r3) environment

Addressed issues with shared mailboxes for the different business store concepts.

Responsible for the deletion process once Human Resources submitted the desired terminations

Worked with Barracuda support on resolving SPAM, black-listing and external email routing issues

Migrated On-prem to the Cloud via MS PowerShell scripts

Connected to Servers via CyberArk, to view issues

Orchestrated the processes of the retrieval of historical and archival email for legal purposes via Content Search and eDiscovery for O365 and Lotus Notes

Always ensured giving each customer the “white glove” treatment

Also worked along-side 2nd and 3rd Tier support, to ensure customer service related issues were resolved in a timely fashion

Worked with Security Engineering in creating New ServiceNow Forms for our Team’s needs

PRUDENTIAL FINANCIAL, Roseland, NJ – Backup & Restore Engineer/Lotus Notes Administrator: 1997- 2013

Handles all customer inquiries

Provide retrieval of historical and archival data which led to compliance with Prudential and SEC legal standards

Always ensured giving each customer the “white glove” treatment

Greets all clients and new Team members and ensured welcomed

Verifies all safety protocals are up to date

Performs all necessary clerical duties

Demonstrates extremely well organized skills for the entire Team

Able to lead by example proper attendance and necessary work schedule for Team members

Also, available for any help with lifting, bending and anything needed for anyone schedule. Being extremely flexible for the needed area that may arise for all Team member(s)

APPRISE (CRUM & FORSTER), Morristown, NJ – Systems Analyst/Help Desk: 1991 – 1997

Received and handled all incoming hotline calls and directed them to the appropriate area

Primary contact for all PC, LAN, and Legacy systems support to a customer base of over 4,000

Provided second level support for mainframe printing and connectivity issues to the same customer base, which provided help desk with second-level support

Always ensured giving each customer the “white glove” treatment

Ordered Warehouse supplies on bi-weekly basis for staff’s needs

Verified delivery and placement of supplies to various buildings as needed Processed Computer Operators reports and delivered when/where needed

Delivered necessary training for new and existing staff, which enhanced their overall knowledge of the processes. Provided excellent customer service follow-up, which resulted in receiving Apprises’ merit award in 1995 and 1996

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