Active Directory Support Engineer

JOSEPH OTIENO OMOLLO

**** ******* **, ** ***** – Cell 214-***-**** - ***************@*****.***

https://www.linkedin.com/in/omollo-joseph-313965b0/

Summary

Result-driven professional with a progressive ten-year career in Information Technology. Repeated success with installation and configuration of software and hardware for users, responding to breakdowns, maintaining records of software licenses, and responding to and resolving any customers issues. A fast and eager learner, I am detail oriented and adopt to changing project requirements quickly to meet business goals.

Education

Master of Information Technology Management, Colorado State University-Global.

Bachelor of Education science: Computer science and business studies, 2009 to 2012, The Catholic University of Eastern Africa.

Associate degree, Technical Education, Computer studies, 2007 to 2008.The Kenya Technical Teachers College, Nairobi, Kenya.

Associate degree: Information technology, 2003 to 2005.The Kenya National Examination Council, Nairobi, Kenya.

Technical Experience

Platforms Amazon DSP, Windows, Linux, Windows Active Directory, Microsoft 365, Microsoft Azure, AWS, GCS, Microsoft RAVE, Microsoft Service Desk, Paragon, RTM, Cherwell

Languages SQL, HTML, C, Pascal, C++, Visual Basic. Windows/Exchange PowerShell

Technical Analyst I (Tier 1 service desk analyst) City of Colorado Springs, March 2022-present

Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users including the CSPD and Fire department experiencing problems with hardware, software, networking, and other computer-related technologies.

Handling problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Tier II, and other departments.

Logging and tracking calls using Cherwell ticketing system and maintains history records and related problem documentation.

Installing personal computers, software, and peripheral equipment.

Performing basic Windows Active Directory Administration such as account creation and deprovision, password resets In AD and Okta, basic Exchange Administration, and basic Unix, and Windows based server maintenance and troubleshooting.

Support Engineer III- Amazon Advertising, Sep 2021 to Present

Technical ownership of issues originating from Advertising customers, including extensive troubleshooting and root cause assessment.

Create solutions (tools, scripts, processes) using technology to eliminate occurrences and drive quality System and Support status reporting.

Performing data queries and utilize business intelligence tools to analyze data and produce reports to investigate issues.

Using case management tools to manage and prioritize issues based on multiple factors including customer impact.

Working alongside the program management teams to resolve customer-impacting issues relating to DSP platform.

Tier II Office 365 Premier Support Engineer for MS Outlook, TekExperts Jan 2020 to August 2021

Managed all the assigned resources on Office 365, including email, security, and SharePoint sites and workflows.

Administering Exchange Online using ECP or EAC (Exchange Admin center).

Assisting with assigning Office Enterprise 365 E1, E3, E4 and E5. Using of PowerShell Scripts to troubleshoot mailbox issues.

Providing technical guidance for migration, configuration and deployment of Outlook and EXO in On-prem and Online environment.

Providing guidance and troubleshooting on issues related to POP, IMAP, MAPI, OWS and ActiveSync for configuration of Outlook mobile.

Provide guidance on all issues related to Creating and managing Outlook Mailboxes, Calendars, Distribution Lists, and Public Folders. guide users during the roll-out of new tools and technologies.

Stay up to date on technologies related to my responsibilities and act as an in-house expert on cloud applications.

Microsoft Azure Support Engineer, L-2 TekExperts, April 2019 to Jan 2020

Troubleshooting Azure related issues including Account signups and transfers, billing and invoice generation, engage internal teams for timely issue resolutions.

Providing phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.

Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.

Collaborated with subject matter experts and escalation managers when additional support is needed.

Coordinating with the development and engineering team for the issues related to client accounts in the backend server.

Microsoft Critical Situation Manager, TekExperts, Dec 2017 to Jan 2019

Embracing all technological tools provided by Microsoft including OneNote, Onedrive, Microsoft Teams, SharePoint, Outlook, Skype for Business, O365, Mssolve, and Case Parser Pro amongst other tools to manage all customers’ cases within SLA.

Managed Premier Customers’ and Partners’ Critical Situation incidents to ensure that the Critsit process is being followed and any need of escalation is addressed.

Delivered a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.

Expanded internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours.

Identified systemic issues and flag process breakdowns during the execution of the CritSit Process, and work to address and correct future occurrence.

Communicated effectively with international customers and internal stakeholders both written and verbally.

Establish / Maintain Relationships within Support Engineers as well as Premier Field Engineer.

Computer studies lecturer Kaimosi teachers training college Jan 2009 to Sep 2016

Provided training and support for a wide range of applications and hardware in a Microsoft windows environment for teacher trainees.

Tracked all issues and provided onsite technical support to both staff and students.

Implemented college-wide use of Microsoft Office 2010, Windows 7, and conducted training sessions for students and staff after utilizing project management institute practices for application deployment.

Recovered lost and corrupt Microsoft Office documents saved both locally and remotely.

Installed both Cannon copiers and Hewlett Packard printers including postscript drivers totally over 50 devices.

Directed the purchasing of all computers and computer-related equipment and provided asset management for computer equipment.

Assisted with real time internet connectivity and access to both staff and students.

Contact this candidate