Call Center System Administrator

Business professional with extensive experience in technical services. Proven call center expertise and problem resolution abilities while maintaining high levels of customer satisfaction. Analytical in addressing the needs of both internal and external customers. Reputation for building solid business relationships and communicating effectively with individuals at all levels of management. Proficient at delivering training for new and existing staff. Worked extensively with Content Search/eDiscovery requests. Worked as 2nd & 3rd level support as an O365 Messaging Engineer. Also worked as a Lotus Domino Administrator.

Technical Summary:

Software: Lotus Notes Server Administrator 9.1, Lotus Designer 9.01

MSOffice 16, MS Exchange, Office 365, Lotus Notes Client, Maas360, Notes Peak, Quick Place/Quickr, Blackberry Manager, Good (phone software), AS400 Windows Servers (V7r3). Active Directory, Juniper Connect SSL VPN, Nortel Connectivity VPN, Putty Terminal Client, MS PowerShell Scripts, Top of Mind, Remedy, Service-Now

Call Center Tracking: Top of Mind, Remedy, Service-Now

Backup: Backup Exec, Arcserve, Veritas NetBackup, Barracuda, AS400 Windows Servers (V7r3)

Remote Control: BMC Client, Citrix XenApp Remote Assistance Console

New York Life, Clinton,NJ-System Administrator (Contacted by Tata Consulting Services: Mar 2023-Jan 2024)

Lotus Notes Migration 9.0 to Domino 12

Lotus Domino Server Installation

Submitting Change Tickets in order to schedule the needed changes or upgrades on the Server

Replication of new databases for Domino 12

Deletion of old databases from 9.01

Remediate Lotus Notes databases with Developer to ensure proper design

Ensure proper communication of weekly progress being accomplished

Submitting Change Management Requests for needed Changes with Domino Servers

Provided “White Glove” Support for Executives and other Senior Leadership

Bed Bath & Beyond, Union, NJ- Messaging Engineer: (Mar 2014 – Nov 2022) Provide Outlook and Domino support to 25000 users, Provided Domino support for 10 Domains and 55 Servers

Processed O365 eDiscovery/Content Search requests for Legal Department

Supported the creation of Domino accounts with Store users via Citrix XenApp Remote Assistance Console

Provide support for MS Exchange 2013/2016 Outlook accounts

Support the Mail flow of the O365/Domino environment.

Verify MS Teams is properly connected to network, ensuring connectivity to Meetings/chat(s) are working successfully

Worked with Security Administration to ensure any name changes for users were processed via Active Directory correctly

Managed customer escalations with extremely high volume for many years

The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external customers

The ability to manage relationships with peers as well as multiple levels of management

Managed multiple projects and assisted with projects of other Team members when needed

Perform fixes as required, including remotely installing and upgrading software, and configuring systems and applicationsSingle Point of contact for many of the clients

The ability to be flexible and quickly adapt to new methods, situations, and requirements

The role was driven by client service requests raised via phone as well as through internal requests raised via incidents

Solid understanding of ITIL, specifically Incident, Change, as well as Problem Management

Collaborate with needed groups with the analyses to prevent recorrence

Record, tracked, and documented the problem-solving process, including all decisions made and actions taken, through to final resolution

Follow through on all client requests

Provided “White Glove” Support for Executives and other Senior Leadership

Monitors reports and dashboards to demonstrate progress and identify needs and results.

Use remote access tools and diagnostic utilities to aid in troubleshooting.

Corrected disk space issues when Domino servers experienced problems with backup related issues, within the AS400 (v7r3) environment

Addressed issues with shared mailboxes for the different business store concepts.

Practicing DMARC to ensure proper email authentification framework

Practicing SPF and DKIM to ensure proper email authentification framework

Worked with Barracuda support on resolving SPAM, black-listing and external email routing issues

Used MS PowerShell scripts to manage Group requests via ServiceNow requests

Used MS PowerShell scripts to manage eDiscovery requests

Corrected Onboarding errors due to Active Directory types of issues

Orchestrated the processes of the retrieval of historical and archival email for legal purposes via Content Search and eDiscovery for Lotus Notes

Fulfills and follows up on all reference requests for Sales opportunities and marketing efforts in a very timely manner

Provided “White Glove” Support for Executive and other Senior Leadership

Communicates and maintains a close relationship with all needed business units

Always assuming to be part of On-Call rotation within the Team

Manage multiple projects simultaneously to verify successful completion

Gather all documentation in a timely manner for various needed projects

To be the Point person for all tickets (ServiceNow) for all users

PRUDENTIAL FINANCIAL, Roseland, NJ – Backup & Restore Engineer/Lotus Notes Administrator: 1997- 2013

Managed all incoming hotline calls, along with requests from internal customers as well as local support groups

Provided “White Glove” Support for Executive and other Senior Leadership

Addressed mail and application access issues, calendaring, ADMINP, ACL audits, while replicating and remotely managing servers using RDP and PCAnywhere

Provide retrieval of historical and archival data which led to compliance with Prudential and SEC legal standards

Created and provided written documentation and standards for the group, which enabled the delivery of consistent service to end users

Documented all steps for restore processes for team

Ensured no downtime for customer sales force on both Blackberry and tablet devices by providing guidance on the Blackberry Enterprise environment V5.0.228 Lead Backup & Restore team to ensure daily backups were successful

Managed the processing of daily restores as well as the processing of the eDiscovery restores for Legal were completed each day

Configured and monitored daily backups on Notes servers using different types of backup software such as Veritas NetBackup, Arcserve and Backup Exec software

Recalled necessary DLT and DAT tapes for the retrieval of historical restores and communicated the status of the retrievals to senior management

Monitored ways to reuse any available equipment and DLT tapes which effectively reduced the budget and generated savings for the company

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