TYRONE MASON JR

770-***-****

ados7q@r.postjobfree.com

EDUCATION

Bachelor of Science in Telecommunications Management Atlanta, GA

DeVry University October 2002

RELEVANT PROFESSIONAL EXPERIENCE

Current relevant work experience

Advanced experience with Microsoft Exchange, Skype and with cloud platforms including O365 and MS TEAMS.

Technical Experience with Microsoft Windows Server 2008/2012/2016.

Experience with providing White Glove Support to company Executives for such devices: blackberry, iPhones, iPads, android phones, laptops & desktops (PCs and MACs).

Successfully executed Win 10 seamless migration support for ALL company end users including Onboarding (data restoration after Win10 image completion, email configuration, shared mailboxes and drives setup) and Win10 GUI navigation, utilization tips & tricks.

Utilized Microsoft SCCM for asset management of ALL desktops and laptops.

Provided VDI Support using HorizonView and Citrix tools to assist Telecommuters and remote staff with accessing company servers.

Utilized Microsoft RSAT for Remote Management on Win Servers to manage Win Server Roles and features for Win10. Also used Symantec to perform hard drive cloning on Win10 disc image for laptop imaging tool utilization.

CERTIFICATIONS

MCTS Certification (expired)

MCITP Certification

ITIL: Foundation Certification: EXIN Foundation Certification (pursuing)

Microsoft SCCM Certified (current)

TECHNICAL EXPERTISE

SOFTWARE

Windows 7, 8, 8.1 to Windows 10 Migrations

Radia and SCCM software deployment

Microsoft Office 2016 to Office 365

BUSINESS SOLUTIONS

ServiceNow

BMC Remedy

Agile PM

Azure Cloud/AD

DESKTOP REMOTE APPLICATIONS

Skype for Business

DameWare

VMWare/vSphere

HARDWARE

Dell/HP Workstations/Laptops/Servers

Android/iOS/Blackberry Mobile Devices

Avaya and Cisco VoIP Phone Systems

IT SECURITY

Checkpoint Security

Malware Removal

BitLocker/TPM

Wipro/AT&T Atlanta, GA

Sr. Order Management/IT Support Mgr. NOAM (Contract) April 2019 – Current

Oversee staff of 7 Helpdesk and 3 Admins

Host daily Team meetings and Ops/Triage calls

Provide KPI reports to maintain Team metrics to meet company goals

Review Team tickets and Team escalations process

Gather order specifications, determine its accuracy, submit orders, and track request through the provisioning systems.

Review systems to ensure all elements of the order request are accurately flowing through the systems.

Collaborate with the customer, sales, and network departments throughout the process.

Worked through small and large requests to establish service and billing.

Managed multiple open tasks and worked with various internal departments with the goal of ensuring the customers' satisfaction.

Arthritis Foundation Atlanta, GA

Sr. IT Support Specialist (Contract) July 2019 – December 2019

Provide support for users in all forms of contact (walk-ins, call-ins, email, chat) to address questions and needs.

Work on daily operations tasks that will include new-hires, terms, SharePoint permission changes, checking health of technology managed by Office IT team.

Manage users, groups, devices, permissions, conditional access via Azure portal.

Manage users, licenses, shared mailboxes, Teams, Skype, SharePoint, OneDrive via the O365 admin portal.

Write, update, and run PowerShell scripts that configure the setup of user laptops.

Maintain servers that the Office uses for various functions. (Printing, DHCP, Software distribution, etc.)

Manage, enhance and support SharePoint infrastructure involving SharePoint Online/On-Prem.

APEX Systems/Dell Atlanta, GA

Delta Airlines Office 365 Migration (Contract) May 2019 – August 2019

Part of the team that is implementing the migration of Office 2013/2016 to Office 365 Pro Plus on the Azure Cloud computing service to build, test, deploy and manage applications and services.

Reviewing requirements of projects to determine objectives of the program, concepts, nature of the unprocessed data, and processes.

Created general routines, documentation, systems and developing SOP to more complex issues and detailed sequences of internal program related to the successful implementation and installation of Office 365.

Performed computer systems analysis by checking the Windows and PowerShell scripting log files determine the success of the installation.

Continuous improvement in the development of the project for successful implementation.

Working collaboratively with various departments, project and program managers to meet sprints, milestones and deadlines set in Agile Project Management methodology.

Maintain the security and compliance of data, users, devices and environment during the implementation and installation.

Developing documentation for procedure and development required to implement and maintain the project to install Office365 Pro Plus.

Robert Half Technology – DB Schenker (Atlanta South) Atlanta, GA

Windows 10 Migration Engineer (Contract) January 2019 – March 2019

Responsible for migrating ALL DB Schenker employees to Windows 10 from Windows 7 and Windows 8.1 via company assigned laptop & desktop PCs

Validated user files and settings, applied Windows 10 OS image for devices, moved objects to OUs, installed new devices on user desks, etc.

Joined devices to the domain, troubleshot, set up SMTP addresses, updated host names, installed and configured USB printers, etc.

Connected devices, setup up network devices such as printers, etc.

Setup and configured Outlook profiles, troubleshot, migrated user data

Assisted with creation of technical documentation and SOPs for Windows 10 Migration for all DB Schenker support team, as well as How-To guides for individual contributors and VIPs

Federal Reserve Bank of Atlanta – End User Services Atlanta, GA

Office 365 Admin / IT Client Services Specialist November 2017 – December 2018

Responsible for serving as a technician over IT Client Services hardware and software between ALL user departments.

Responsible for architecture, planning, testing and implementation process for migration data from on-prem to the office 365 hybrid implementation using Azure Active Directory.

Hands-on experienced on designing, implementing and managing office 365. Working and Deployed with upgraded Microsoft Exchange 2013 to office 365 Environment.

Successfully migrated 45,000 users’ mailboxes from Exchange 2010, 2013 to office 365 to create a hybrid deployment for the business.

Provided executive support for Federal Reserve National Service Desk for basic to somewhat complex issues support and resolution; troubleshoots and resolves end-user problems, ensures correct operation of personal computers, identifies and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers, and hard drives.

Created technical documentation policy and procedure for Windows 10 Migration for all Federal Reserve Bank support teams to deploy to their End Users across all districts but not limited to all Sixth District EUs

Performed installations of workstation equipment including Laptop, Desktops, Peripheral equipment, software, mobile devices and local/network printers. Ensured all tasks are logged into Remedy as either Incident or Request tickets.

Worked with hardware and software vendors to resolve product issues and research products.

Provided service for the Contingency Centers and monitored all workstations for security patches.

Participated in projects assigned to the department, including research, development, maintenance, support and yearly hardware showcases.

Assisted ITCS Team with user training by making recommendations to end-users on hardware & software applications.

Experis IT - Microsoft O365 Cloud Services Remote

Office 365 Admin/ Senior Concierge Ambassador July 2015 – May 2017

Provided remote technical assistance to Office 365 Small Business customers through remote desktop sessions, telephone and written correspondence. Interfaced with administrators to provide advanced troubleshooting, problem resolution, and best practices. Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and outcomes.

Respond to work requests for service and incidents in the company ticketing system.

Provide detailed documentation of all work performed while providing accurate and timely resolution of problems

Provide support for installation, configuration, and support of Microsoft Office 365

Offered quick recommendations towards resolution of issues.

Collaborate with internal departments as needed to resolve issues, recognize trends and reoccurring problems, and collaborate with other engineers to identify solutions.

Teleperformance ASD - Microsoft O365 Cloud Services Boca Raton, FL

Office 365 Client Operations Manager, Escalations November 2009 – December 2014

Managed, trained and coached a team of 35 Engineers for a 24x7 rotating shift.

Responsible for Team and Engineer motivation, satisfaction, performance, monitoring, coaching, development, and accountability. Reviewed Engineers performance as compared with the project goals.

Created proactive strategies daily that guided Engineers to identify and escalate potential business impacting issues following documented work instructions. Installed, configured, and updated software as needed

Managed and delivered to Service Level Agreements ensuring all projects were on track and followed timelines.

Created technical documentation reports and How-to guides for executive escalations which included timelines, root cause analysis and Time-to-Resolve

Monitored calls to determine root-cause behaviors that affected Key Performance Indicators

Configured and managed batch files along with another Windows scripting

Troubleshot and performed minor repairs to hardware, software, and peripheral equipment, using proven troubleshooting procedures.

Provided technical direction and documentation to clients in order to dissect and analyze the points of failure in individual cases

Office 365 Engineer / Cloud Engineer (Tier III Support) November 2008 – November 2009

Served as Tier I, II, and III Support for the precursor to Office 365. Obtained Microsoft Business Productivity Online Services (BPOS) Tier I through III Certifications to provide support for business clients.

Provided technical support for BlackBerry, Exchange and SharePoint Servers

Managed Servers via Remote Access

Provided technical documentation of known issues via centralized internal databases

Aimed toward short and long-term improvement through positive interactions with Team Manager.

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