Engineer Customer Service

SUMMARY OF QUALIFICATIONS

** ***** ********* ********** ** Microsoft Exchange

** ***** ********** ** ******** maintenance and repair, Windows, Windows-based applications such as Microsoft NT, MS-Mail, Exchange and others

Self-starter and team leader with proven problem-solving ability, strong customer service orientation and excellent interpersonal skills

Proficient at current applications and tools, e.g. PowerShell, Excel data manipulation, SQL, Exchange 4.0 to 2016

PROFESSIONAL EXPERIENCE

Senior Systems Support

Anthelio Health, TX / Atos

3/15 to 1/19

Responsible for messaging infrastructure, problem-solving and maintenance on day-to-day basis, client escalation for 6 different e-mail systems from 2007, 2010, 2013. 2016 and office 365

Led integration and migration of a new acquisition company’s mail system

Lync federation, Exchange federation, Address book integration

Migration of data and mailboxes from a 3rd party system

Led migration from Exchange 2007 to Exchange 2013 for 1 client

Participated in various other projects including 3rd party access and AD cleanup

Senior Systems Analyst / Associate VP

Citigroup, Irving, TX

12/01 to 3/15

Responsible for messaging infrastructure problem-solving and maintenance on day-to-day basis as part of 3rd tier escalation team including compliance e-mail system as well as involvement in special projects.

Provided problem-solving and maintenance for 10 different applications, including Orchestria, Blackberry, Exchange 2007, Exchange 2010, extended storage, custom applications, etc.

Served as Team Lead to 2nd tier group

Provided problem-solving and maintenance on Microsoft Meta Service and directory applications

Served as Continuity of Business coordinator for messaging

Acted as change management coordinator for the messaging team

Provided technical subject matter expertise in numerous e-mail migrations

PowerShell Scripting (Found out many of my scripts are still being used 7 or 8 years after they were written. Examples below)

Compliance PowerShell script – This script was written to report on a process that sends messages from a group of users to another that should be blocked. We have a process that would send from a test user in one group to a user in another group. We had to report that this process was working correctly for Risk Control Self Assessment (RCSA). So I wrote a script that would parse a test file that included the Exchange site and the appropriate test mailboxes for that region. Then parse the tracking logs and do a count on how many of the special messages where submitted in a 24 hour time fram and how many of them where blocked. This data was used quarterly in the RCSA report

Sr. Management and their associated DBs. There was a need for a weekly report to know what DBs Sr. management where homed on. This was in case there was an outage and we could inform management of the Sr, Management that where directly impacted by the outage.

Other PowerShell Scripting written while there

We had Exchange 2007 servers during the deployment of 2010 so no money was being invested in 2007 just had to keep them up and running. These servers where running very close on disk space. I wrote 2 scripts

1) Script that could go get all the free space on the DB drives per region.

2) a local script was run to get the DB size, White space (Event 1221), and disk free space.

This was then used to investigate these DB for possible user moves and then defrag the DBs to gain back the white space.

We had a problem where Engineering designed 2007 for the max number wireless (Blackberry and or ActiveSync) users per server the problem was some DBS had larger number of user then an even split while the server was not over the limits. This was causing performance issues. I was pulled into the outage call and asked to get a report of user using source data of all wireless users and get a count by DB instead of servers, so we could rebalance them off over loaded DBs. This was not just PowerShell but manipulating data in Excel. I was not just known for getting data very fast but also manipulating it in Excel to provide useable data.

Senior E-Mail Specialist

Alcon Laboratories, Fort Worth, TX

3/96 - 12/01

Served as the lead messaging problem-solving and maintenance engineer for a 15K+ seat email system.

Led conversion from MS-Mail to MS-Exchange both on the server as well as client

Performed integrations of Global Address Lists (GAL) with parent company using LDSU

Handled all escalated Exchange issues both Domestic and International (60 sites/ 70 servers)

Rolled out Anti Virus for the e-mail gateways and Exchange servers

E-Mail Specialist

The Associates, Dallas, TX

9/00 to 2/01

Contracted as support resource within operations group responsible for 70,000 seats messaging infrastructure, prior to company being purchased by Citigroup.

Performed day-to-day messaging problem-solving, maintenance and monitored performance and identified improvements

Created import file for terminating 20K employees as part of merger

Note: Left Alcon for contract-to-permanent position at Associates; returned to Alcon when Associates merged with Citigroup and contractors were eliminated (was eventually offered permanent position at Citigroup)

Microsoft Service Engineer

Software Spectrum, Dallas, TX

6/95 to 3/96

Served as escalation engineer for MS Mail on-site at Microsoft.

Addressed questions, helped develop configuration solutions, and solved problems for premier customers on Microsoft Mail (PC and AppleTalk networks)

Provided online support through CompuServe for Microsoft Mail (PC and AppleTalk networks)

Owner/Operator

ASAP Computer Repair, Dallas, TX 4/92 to 6/95

Founded and operated computer repair and support company consistently servicing numerous client companies with a total customer base of approximately 5,000.

As lead technician, responsible for providing customer solutions: solving hardware/ software problems, researching and implementing upgrades and enhancements, etc.

Responsible for day-to-day scheduling, personnel management, operations

Generated new business, built customer base, established and maintained vendor relationships

Head Technician

ComputeRepair, Dallas, TX

1/91 to 4/92

Started as entry-level technician and was promoted to head technician in less than 9 months.

As Head Technician, did problem-solving and helped field techs solve problems via phone

Scheduled customer service calls, responsible for customer contact, researched new products and developed skills to support them effectively

EDUCATION AND TRAINING

Professional and Technical Training includes:

Exchange and Exchange Clustering

NetIQ

Blackberry (Enterprise Server)

MS and AppleTalk Mail

Microsoft NT

Effective Technical Writing

Effective e-Mail Communications

College-level Accredited Courseware includes:

Programming in Basic (3 hrs)

Networking Fundamentals (3 hrs)

Advanced Networking (3 hrs)

Networking Technologies (3 hrs)

Advanced DOS (1 hrs)

Human Development (6 hrs)

Basic SQL (3 Hrs)

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