Office Desktop Support
Resume:
SHAKIYA LISANE
910-***-**** *******@****.***
Qualifications Summary
Quality-driven and practical Systems Administrator with 10 years of technical experience ranging from help desk support to Systems, aligning business systems with business policies and guidelines. Seeking a challenging position using strong analytical and problem-solving skills to facilitate healthy communication between the client and IT department. Core Qualifications Problem resolution Networked applications Advanced troubleshooting Working independently Server administration/management Managing tight deadlines Hardware support and troubleshooting Application testing.
Certifications
2019 Microsoft 365 Certified: Messaging Administrator Associate
2017 MCSE: Productivity
2015 MCSA Server 2012
2015 MCSA Office 365
2014 MCSA Windows 7
Additional Skills
Hardware/Software: Active Directory, GroupID, Azure, Office 365 & Exchange 2013, Sharepoint Online, Windows 10 & Windows 7, Server 2008 R2 & 2012 R2 & 2016,SQL,Bomgar Admin, VPN, Basic networking knowledge, Microsoft Certified, User Support, DHCP &DNS, Adobe Creative Cloud, FTP, Symantec VIP, Office 365 Security & Compliance, Office 365 Enterprise Mobility + Security, Basic PowerShell experience, ServiceNow, Confluence, Poppulo, DUO, MAC OS, Office for Mac
Non-Technical Skills: Problem Resolution/Management, Adaptable learner, Ability to work independently, Ability to work in a team, Time Management, Collaborate with vendors, Documentation creation, Manage projects, Relationship Builder, Change Management, Strategic
Work Experience
Here Technologies (Technology Company), Alpharetta, GA
Sr. Systems Engineer June 2018 - Present
Configured, manage, monitor, and troubleshoot 200+ Servers (2012 R2 & 2016) Infrastructure.
Manage and support over 9000 users in 40+ countries
Enterprise administration of Microsoft 365(Exchange Online, SharePoint Online, Office 365 Pro Plus, Office Enterprise E3&E5,Security & Compliance, Streams).
Research and Troubleshoot Email flow, SharePoint online and One drive issue in Office 365.
Improved email security
Conducted Server diagnostics to investigate and resolve problems and provide technical assistance and support.
Monitor and Manage Access manager
Train and coach T1 &T2 support employees
Perform Interviews for T2 and Office 365 Staff
Escalation point for T1 &T2 support for internal and external customers. Inform all parties available of the progress and completion of issues according to SLA.
Administration of Azure AD
Azure Application Registration creation & manage
Work with external technical workers to improve process
Collaboration on projects for various departments such SCCM, Jamf, Network, Desktop, VMWARE, Communications, HR, etc.
Create and Modify PowerShell scripts
Setup SPF & DKIM for company domain and our 3rd party senders
Create Technical documentation and processes
Researched and suggested new technologies or methods to improve customer server from IT and to improve business.
EIS (Distribution Materials Management), Atlanta, GA
Systems Engineer May 2014 - June 2018
Configured, manage, monitor, and troubleshoot 200+ Servers (2008 R2 & 2012 R2) in Infrastructure.
Managed support and troubleshoot for 1500+ users at 40+ remote locations in North America.
Administration and manage of Office 365 Applications (Exchange Online, Office 365 Pro Plus, Office Enterprise E3,Security & Compliance).
SCCM application/packaging, PC Imaging with Configuration Manager, Software Update deployments.
Conducted Server diagnostics to investigate and resolve problems and provide technical assistance and support.
Assisted with Windows 10 deployment via SCCM.
Migrate Emails from exchange or 3rd party mail server into Office365 using Migrationwiz.
Acts an Escalation point for Helpdesk Support, Executives and external customers. Inform all parties available of the progress and completion of issues according to SLA.
Administration & Manage of Active Directory, DNS, GPO, DHCP, Exchange server 2013 & 2016 File & Print Servers.
Implemented Single Sign-On with Google Apps and various other applications with Azure.
Administration of Azure AD and MFA
Provided training to level 1/2 helpdesk support.
Works with outsource Helpdesk provider to create processes to ensure improved technical support is provided to our end users.
Successfully led projects from an IT perspective for branch consolidations and other projects.
Researched and suggested new technologies or methods to improve customer server from IT and to improve business.
Configure Office 365 MFA for Office365 users.
On NIST Compliance team.
Network Support/Desktop Technician Nov 2009 - May 2014
Created new account, reset passwords and configured access for users via AD.
Provide level I & II computer desktop (hardware & software) & printer support to local and remote locations.
Developed documentation for common processes for both support staff and end-users.
Handled a large volume of phone calls, chat and emails.
Keep track of inventory-using SharePoint and provide information on equipment that needs to be purchased.
Communicate regular with Systems, Networking, and SAP teams.
Work with Dell and HP support to fix computers or Printers.
Setup Printers on wireless and Lan network.
Troubleshoot computers, printers, and tablets.
Create distribution groups via Exchange 2013 and Office 365.
Responsible for assisting with training new Desktop support technicians.
NCR (Hardware & Software), Atlanta, GA
Systems Support Nov 2008 - Nov 2009
Collaborate with Engineers on solutions for enhanced software.
Decreased number of dispatches by 10%.
Revamped number of kiosks online daily by 15%.
Established technical procedures and process for technicians as a Lead tech.
Helped organized Department.
Conducted training for new employees increasing first time fixes.
Analyzed departmental documents for appropriate distribution and filing.
Worked with Field techs to resolve Kiosk issues.
Education
Southern new hampshire university, manchester, nh
Masters In organizational leadership, aug 2020
University of Phoenix, Phoenix, AZ
MBA with an concentration in Accounting, Dec 2014
Devry University, Decatur, GA
Bachelor of Science/Computer Engineering, Oct 2006
Coursework
It governance course
Azure Administrator Courses
Contact this candidate