Technical Support Help Desk

Osvaldo R. Cima

**** ****** ******** *********, **. Cell 561-***-**** ******@*******.***

SUMMARY

Systems and Management Information professional with a solid track record of network development, hardware/software installation, and Help Desk functions. Expertise in all Microsoft applications. Microsoft O 365 administration, Azure Administration. Microsoft certified IT professional.

US Citizen

LinkedIn https://www.linkedin.com/in/osvaldo-c-a265191b/

MS Teams ID: ******@*******.***.

PROFESSIONAL EXPERIENCE

Experis LLC. Nov 2021 – Jun 2023

Microsoft Administrator

Remote Position

Advice companies with best practices to deploy Office 365 Workloads. It includes migration of data from different environments, such Exchange servers, IMAP servers, Google suite, File Share, Box, etc.

AAD connect sync configuration to sync users and devices. Directory Write back, SSO.

Assisting customers with other areas like Azure AD P1, P2,

Endpoint protection, Email hygiene or Microsoft Defender for Office.

Azure Identity Protection, Password Protection

Conditional Access, Risk users, methods of authentication

Azure device registration, Hybrid, Azure registered, Azure AD joined.

SharePoint and OneDrive deployment and administration.

Microsoft Teams administration.

Knowledge of Intune and Viva deployment.

HCL LLC May 2021- June 2022

Exchange Administration,

Remote Position

User administration, Active directory, hybrid deployment with Office 365. Assisting end users with daily requests through ticketing system.

Data loss prevention and recovery, through policies and eDiscovery.

Distribution lists management, modifying permissions and members.

Assign licenses and applications to end users.

Migration of mailboxes from Exchange server 2013,2016 to Exchange Online.

Experis LLC. Jan 2020 - May 2021

Microsoft Administrator

Charlotte NC

Remote Position

Advice companies with best practices to deploy Office 365 Workloads. It includes migration of data from different environments, such Exchange servers, IMAP servers, Google suite, File Share, Box, etc.

AAD connect sync configuration to sync users and devices. Directory Write back, SSO.

Assisting customers with other areas like Azure AD P1, P2,

Endpoint protection, Email hygiene or Microsoft Defender for Office.

Azure Identity Protection, Password Protection

Conditional Access, Risk users, methods of authentication

Azure device registration, Hybrid, Azure registered, Azure AD joined.

SharePoint and OneDrive deployment and administration.

Microsoft Teams administration.

Knowledge of Intune and Viva deployment.

Advanced Bits July 2019 - Dec 2019

Office 365 Administration

Boca Raton FL

Assisted clients, with Office 365 Tenant creation, deployment administration issues.

Exchange Online administration, Mail flow, email hygiene. Anti-malware, anti-spam, anti-phishing policies.

Microsoft Azure deployment. Virtual Machines, Virtual networks.

Manpower/Experis

Remote Position.

08-24-15 / 06-07-19

Office 365 Support.

Providing support for all Office 365 applications. Including, SharePoint, Exchange Online, Skype for Business, OneDrive, Azure authentication.

Assisting customers from creating new tenant, migrating data form on premises severs and other hosted services to Exchange online and SharePoint Online.

Use of PowerShell to complete Office 365 Administration of tasks and enable or disable features.

Creating and implementing, Data retention, data loss prevention policies.

Educating customer to administer, secure data and resolve complex system issues.

Working on more than 2 dozen tickets / cases per day.

Associated Skills and performed tasks related to this position:

DNS - update MX Records/renew/purchase domains.

Add / Retire email domains.

Troubleshoot mail routing issues.

Audits - mailbox creation and policies

Email Migrations: (Hybrid, cutover, staged)

Office 365 Hybrid configuration and enable ADFS with local environment.

Exchange Online Protection / Mail Flow configuration

Malware, spam, and connection filters

TELEPERFORMANCE,

Boca Raton, Florida

07-11 / 08/15

Subject Matter Expert Office 365 / Exchange Online

Lead Technical Support Engineer, for on –premise SharePoint users, for Microsoft Premiere and US National contracts.

-Assisting clients with issues related to installation, deployment and configuration of SharePoint 2010 and 2013.

-Tech Support Engineer Office 365 Exchange Online

-Provide Bilingual web and phone technical support for Microsoft business products Office 365.

-Troubleshoot connectivity, assisting customers to setup and transition to cloud environment.

-Connectivity issues, Autodiscover, use of PowerShell for Exchange management. -

-Adding Domain to Office 365, verification and DNS troubleshooting.

-Setting up DNS records responsible for SMTP routing

-Mailbox migration from on premise environment to office 365 cloud environment,

-Advise customer on different types of migration (Remote move migration, Stage migration, cutover migration, IMAP migration) Migration best practices.

-Troubleshooting MS Office Suite, 2011 for MAC, 2010, 2013 Windows environment.

-Designing and Managing Exchange server transport architecture and Mail-flow

-Managing mailboxes through Exchange Admin Center and through the user of PowerShell

-Inbound and outbound rules.

-Creation of shared mailboxes. Distribution groups, resources mailboxes

-Permissions, public folders and protection

Compliance management

-In-place eDiscovery, Auditing, retention tags and policies.

-- Configuring Exchange organization wide advanced Anti-spam and content filter policies

Setting up ADFS Servers for single sign-on

-Configure computer operating systems and Network settings

-Office 365 and ADFS Active Directory Federation Service Installation

TELETECH HOLDINGS, INC. Englewood, Colorado 2009- 2011

Lead Project Manager for Vodafone and Orange Corporations in Spain

Tech Support Supervisor for US projects

- Working for global, multi-national leader in business process outsourcing, responsible for implementing and rollout of technical support new clients: Vodafone and Orange internet and wireless systems in Spain.

- Collaborated with other regional and global areas of support- Philippines, US, UK, to resolve system issues.

- Supervised daily system operations, training front line support agents, promote inter-departmental interaction ensuring that every system issue was promptly disseminated to all affected departments.

- Provided rapid response to all systems outages, to prevent and mitigate impact on production.

- Implemented all start-up processes for bi-lingual technical assistance for US and EU projects, including recruiting, interviewing, hiring, training and supervising tech support group based in Buenos Aires, Argentina

- Wrote and published new technical documents for launch and availability in internal knowledge base website in Spanish & English, as well as translating Spanish existing documents.

COMCAST CORPORATION, Sarasota, Florida 2001 - 2008

Customer Account Executive & Customer Service Representative

- Exceeded COMCAST sales goals for all product lines and recognized by corporate office and CEO as Employee of the Year.

-Instituted and implemented new systems for cash control and receipts management, training staff in reconciliation and end-of-day procedures.

-Assisted and direct customers in interpreting their accounts statements and resolving complex billing issues, including payment plans, credit assessments, adjustments and exchanges. Keep them abreast of new products and services.

-Employed sales and retention opportunities as an integral part of providing quality customer care.

Customer Account Executive - ECCG- (Executive Customer Care Group)

Call Center

- Provided telephonic customer support and service for clients having high speed/broadband cable internet connectivity by one of the world’s leading communications companies.

- Successfully supported operations in extremely fast paced operational environment, meeting high levels of customer expectations often requiring conflict resolution skills and anger management

- Managed all telephone and e-mail inquiries pertaining to troubleshooting PC/modem and other technical problems related to high speed internet services.

- Provided help-desk type customer support in PC operations, software programs, operating systems, hardware installation, internet access, browser (MS Internet/Explorer/Netscape Communicator) operations, e-mail and related matters in both Windows & MAC operating systems.

U.S. HOMECARE, Hartsdale, New York 1996 - 2001

Corporate MIS Director

Chief Information Officer of a multi-sited home health care company with $47 million in annual sales, servicing New York, Connecticut and Pennsylvania.

• Took lead responsibility in management and conversion of VAX/VMX corporate-wide internal information systems and associated data infrastructure issues related to maintaining Y2K compliance.

• Installed all new software and patches, performed hardware maintenance and upgrades for Digital VAX 4000 Series; wrote scripts and batch files in DCL language

• Created area-wide network through frame relay connectivity

• Migrated network from Novell to Windows NT 4.0 system in all locations

• Managed all technical support and training for a seventeen-location network with 200+ end users.

• Performed new systems research, testing and evaluation, analyzing cost-benefit and recommending acquisition

EDUCATION & TECHNICAL TRAINING

BS in Computer Sciences, University of Rosario, Santa Fe, Argentina, S.A.

Troubleshooting Advanced Services, June 2008

Advanced Technician, NCTI, Honored Graduate March 19, 2007

Effective Supervision, NCTI-Honored Graduate November 19, 2005

Broadband Service Technician, NCTI, Honored graduate May 18, 2005

Broadband Installer Technician, NCTI - September 2, 2004

Computers and Broadband, NCTI - Honored Graduate March 13, 2003

A+ Certification, Career Center, Yonkers NY- August 7, 2000

Troubleshooting, Maintaining and upgrading computers, CompuMaster, June 6, 1998

Computer Programming - NRI School Of Computer Programming Course, Washington DC, March 1996

Cobol Programming, ICS National Education Corporation, 1992

Object Oriented Programming, Instituto Tecnológico de la Ciudad de México, 1991

SOFTWARE & HARDWARE EXPERTISE

• Installations; Upgrading & Maintenance of IBM compatible hardware; CAT5/6 Wiring installation and maintenance /Hard Drives/Network Cards/Sound Cards/SCSI Controller Cards/Memory Upgrades

ACTIVE MICROSOFT CERTIFICATIONS:

Microsoft® Certified IT Professional MCITP

Microsoft Certified Solutions Associate

Microsoft® Certified Technology Specialist MCTS

MICROSOFT CERTIFICATION EXAMS COMPLETED SUCCESSFULLY:

Certification Number: E265-5438 Achievement Date : 05/09/2013

Certification/Version: Enterprise Desktop Support

Technician on Windows® 7

Certification Number: E264-1883 Achievement Date : 05/09/2013

Certification/Version: Windows 7

Certification Number: E265-5437 Achievement Date : 05/10/2013

Certification/Version: Microsoft Exchange Server 2010,

Configuration

Certification Number: E264-1882 Achievement Date : 05/09/2013

Certification/Version: Windows® 7, Configuration

Certification Number: E262-9332 Achievement Date : 05/08/2013

Certification/Version: Windows Server® 2008 Active

Bi-Lingual in Spanish

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