Technical Support Engineer
Resume:
Pearson Greer
*******.*****@*****.***
Technical Support Engineer
Work Experience:
February 2024- present day
Title: Freelance PC Technician, Network Administrator
Duties: Assisting customers with reimages, OS refreshes, data transfers, PC repair, Office tutorials, email setup, troubleshooting, wireless setup and troubleshooting
September 2022-January 2024 National Communications Services
Title: Global Print Server Administrator
Duties: Configure, manage, and maintain print server infrastructure in support of Microsoft’s managed print services program. Consult with internal service engineers and third-party vendors to obtain support, make recommendations, and assist customers with their requests. Develop and maintain documentation and procedures for the service desk and shift work to lower tiers where possible. Remediate security vulnerabilities within the server environment and collaborate with the application teams for third party remediation. Participate in change management control process and submit requests for change. Serve as a mentor to team members, providing training as necessary and building and maintaining trusted relationships with co-workers and vendors
November 2021- July 2022 National Communications Services
Title: Tier 3 Teams Engineer
Duties: supported the internal Microsoft Teams environment, troubleshot and fixed issues not able to be addressed at first 2 levels. Analyzed logs, wrote documentation, liaised with the product group team to fix issues with the product.
June 2019- June 2021 US Xpress Inc.
Title: Systems Engineer 2
Duties: support a hybrid Exchange 2016/365 environment. Patch Red Hat servers, respond to security incidents, perform investigative searches for legal department, monitor network and resource access, provide file and folder restores via Cohesity and Avamar.
January 2016- June 2019: Experis,
Title: Office 365 Support Engineer
Duties: Troubleshoot break/fix, migration, deployment not limited to but including:
Exchange Server 2007, 2010, 2013, Active Directory,Office 365 Office (Word, Excel, Powerpoint etc),Autodiscover, DirSync, ActiveSync, PowerShell, Lync/Skype For Business, SharePoint, OneDrive, Yammer, Intune
June 2015- Nov 2015: Atos,
Title: Exchange engineer
Duties:
Troubleshoot hardware on server deployments, reseed databases, repair broken deployments, coordinate efforts between teams to finish rolling out new machines.
August 2014-February 2015: Arterian, Seattle, WA
Title: Tier 3 Team Lead
Duties:
Handle Tier 1 and Tier 2 escalations and problem resolution for end-user, system and network, lead network admin role and responsibilities across team’s client base, including: ability to identify patterns within environments and across environments, work with the project team to bridge the gap between implementation and ongoing projects. Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams and related documentation as needed. Security reviews and audits, system usage monitoring, and forecasting of future capacity. Working with our ticketing system to create detailed work logs and technical documentation. Last point of escalation for all O365 related issues.
April 2014- July 2014: National Communications Services, Bellevue, WA
Title: Exchange Onboarding/Migrations Engineer
Duties:
Work with users and ensure business process is not affected by mailbox migrations, develop and execute plan for coordination of “large family” and Boss/Admin delegation migrations, troubleshoot failed mailbox migrations, become a subject matter expert on Exchange mailbox migrations, educate CVP level execs and their staff on Outlook, Outlook Web App, Exchange ActiveSync (EAS), Lync voice/conferencing/video, train and work with Executive Support team whenever executives are involved, tracking executives that come through the program including their configuration, devices, admin name, etc., run SQL queries for monthly reporting, writing up said monthly reporting.
April 2011- December 2013: Xtreme Consulting, Kirkland, WA
Title: Exchange Engineer, Tier 3
Duties: Responsible for delivering tier 3 support in Exchange Server 2007-2013 environments for Fortune 500 companies, Federal institutions whose environments were part of O365, as well as Microsoft corporate. I troubleshot issues relating to transport, client access server, database, mailbox, & public folder replication, participated in crisis management/alleviation, supported third party applications and contributed to team documentation for process and workflow.
Certifications/Education:
BA, Communications
Comp TIA A+ Certified Computer Technician
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