Define, document and maintain Active Directory architecture and standards for Matthews global IT InfrastructureDefined and planned Active Directory cleanup, optimization, and standardization; aligning current Domain Services and new resources that are acquired trough mergers and acquisitionsOversaw supervision of outsourced Level 1 and Level 2 infrastructure support staff to ensure SLA, completeness of work, and to manage escalated customer complaints through resolution making use of cross-functional and global resources as neededWorked with newly created M&A (Mergers and Acquisitions) team to create on-boarding and migration process and workflows. This framework will be utilized for future mergers and/or acquisitionsRe-engineered Office 365/Azure Connect Infrastructure to include High Availability and Alternate ID functionalityCreated custom PowerShell Scripts and Applet's to administer and monitor Azure/Office 365 on-premise and cloud platformsDeploy software for Server Monitoring and AD Health Monitoring. Examples of this is Zabbix and Quest Active Administrator

Standardized job tasks and trained junior team members on industry best practices and standardsPlanned and implemented PKI Infrastructure upgrade to system hardware and software due to SHA-1 deprecationEnhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive supportWorked with business unit leaders, project managers, and IT leadership to understand any requirements and provide exceptional technical serviceProvided 2nd and 3rd level technical support and troubleshooting to internal and external clientsWrote and maintained custom scripts to increase system efficiency and performance timeDefined enterprise processes, best practices, and tailored enterprise processes for applications

Provide day to day administration and Maintenance of Active Directory and Messaging Environments on Windows Servers 2003, 2008 and 2012. Manage and Administer servers in remote locations across the country including Domain Controllers, File Print Servers and Altiris Servers. Test and deploy monthly patches using SCCM across multiple domains. Ensure mail flow and Exchange/Lync services to ensure daily operations. Develop PowerShell scripts for Exchange and Active Directory Automation and to execute daily operational tasks.Developed Exchange Migration Script to Automate the migration of 15,000+ users, groups and shared accounts from Exchange 2007 to Exchange 2013Administer 20,000+ mailboxes in Exchange 2007 environmentDeveloped a dual environment (Exchange 2007 and Exchange 2013) Mail Recall Script. This reduced the time for a full recall from 6+ hours to less than 1 hour.Transitioned users from legacy secure file transfer system to a new service. This was configured for SSO using ADFS, new software package creation (Liaised with Desktop Team) training and documentation.Developed and deployed Multifactor Authentication for Outlook Web Access using Symantec TMG for certain groups of users.Created numerous Ad Hoc Active Directory scripts for the use of other Groups and TeamsMaintain and Update DNS, DHCP and GPO’s as requested and Approved

Participated in the Microsoft Office 365 project to change all student email from Gmail to Outlook.com and offer Office 365 to all active students. For the EDMC Support Center, I was responsible for tracking and trending student issues and errors dealing with the products and service. I was in charge of creating the documentation, implementing the training for the group as well as facilitating the communication between the Support Center and High Level IT Teams. Concentrated on the student experience and worked with the Project Manager to try and mitigate any issues that would adversely affect them. Worked closely with the Engagement Team on smaller projects such as revising and updating policies and procedures for Support Center Analysts. This information is vital to Analysts to deliver a consistent message to the students, staff and faculty that we support. Leveraged advanced troubleshooting technologies to provide Level 1 support for Tier 1 and Non Tier 1 Applications and systems. These technologies include but are not limited to GoToAssist, SSRS Reports to run Database Queries, Active Directory, and Exchange Management ConsoleProcessed Escalated Support Center tickets and either resolved them using advanced training, knowledge and/or access, or distributed to the appropriate team ensuring that the information is gathered in a concise and complete format and ensuring that the priority is set correctly as per the priority Definitions established by EDMC. Actively advises Tier 1 Support Center Analysts on an as needed basis to try and provide a first call resolution for the student and to control the flow of escalations.Currently mentoring Tier I Analyst from the Phoenix location to help guide them for professional and individual growth

Support all of the Online Education systems used by students, faculty and staffTroubleshoot Microsoft Office, Adobe products, Microsoft Windows XP-8, Apple OS, and other required software packages so that students can access EDMC Online Higher Education contentUtilized EDMC Active Directory in order to allow students and staff to connect to EDMC networks and reset password when necessaryCommunicated with multiple EDMC departments to facilitate students requests and IncidentsWorked with online escalation teams to seek resolution to technical issues effecting studentsConcentrated on Student SatisfactionDetailed documentation of issues for further analysis with teams

Removed installed OEM OS and reconfigured system options to prepare units for imaging processImaged units per VA IT specifications using Microsoft OSD SoftwareTroubleshoot OSD Imaging failures and installed necessary VA software manually as neededDeployed imaged computers to offices throughout the VA Campuses in PittsburghUtilized Dell Data Migration tools to transfer data from a legacy computer to a new computer as requiredTroubleshoot computer hardware changes and made repairs with new replacement partsWorked with the active directory to move imaged computers to become part of the VA domainWorked closely with the VA IT team to deploy the computer and to streamline the process

Responsible for researching errors resulting from processing to determine if the issue lies with the operator or the technology utilized for processingOperated multiple banking systems and technologies to research and resolve investigationsInvestigate fraudulent check claims to determine viabilityAnalyze operation trends to ensure maximum efficiencyFill out suspicious activity reports if there is a disclosure of private information and determine the accountability of such a disclosureWorks closely with management to develop methods to maximize quality for Check Processing OperationsWorks with Corporate and Enterprise banking customers to facilitate case resolutions Assigned sensitive cases for high priority clients