Maintain a helpful and friendly attitude both with customers and team.Assist customers in configuring email applications on both mobile devices and desktop clients.Assess customer’s needs and business requirements in order to provide appropriate offerings.Review logs, authentication systems, and message trace information to determine where in the service interruption took place.Create internal support walkthrough articles for future troubleshooting.Research and provide step by step procedures to end users and teammates.Migrate customer data from previous email provider to Office 365 using BitTitan.Review tickets and provide support while off and on support calls.Respond to tickets in accordance with service level agreement.Provide Tier 2 support to front line response team in troubleshooting email delivery and Microsoft Office 365 products.Work with Tier 3 escalations to come to a resolution or understanding of environment limitations.Use both Get and Set commands within the Microsoft Exchange Online Powershell Module to administer changes within the Office 365 Exchange environmentBe a liaison between Microsoft Support and the end user during live interactions via Microsoft Teams.Used self-study materials to obtain additional certifications.

Provide technical assistance and triage support tickets for incoming issues related to computer systems, software, and hardware.Manage and administer Office 365 applications and collaboration systems.Walk customer through problem-solving process.Troubleshoot network connections at desktop client.Work with network administrator team and provide on-site support to troubleshoot network stability. Connect devices to printers and scanners.Configure client-to-site VPN.Upgrade hardware components such as RAM and Hard Drive for Windows and Mac devices.Backup and re-image Windows PC using Windows 10.Troubleshoot PCs and thin clients connected to local domain.Familiar with creating and editing user accounts within Active Directory.Have worked as the on-site tech for one of our clients.Speak with software vendors to come to a resolution for end user’s issues.Connect client to virtual environment using Windows Remote Desktop.Read technical support documentation to resolve problems.Document steps taken within ConnectWise ticketing system.Work alongside escalation team on resolving issues beyond my knowledge.Onboard computers with current updates, applications and user account information.Use software tools to manage internal notes, passwords and user account information.Work independently and in a team environment.

Configured Wireless Access Points throughout building for consistent reliable coverage.Install upgraded audio and visual systems to increase rental contracts and revenue.Consolidated multiple content management systems, improving productivity and spending.Analyze and make recommendations for hardware and software standardization.Coordinate with outside vendors for maintenance and hardware upgrades.Meet regularly volunteer staff to coordinate projects and see them through completion.Design and maintain company WordPress site.Configure forms within the site for end user submissions, create flows for submissions to be directed to needed administrator.Design and maintain email campaigns using MailChimp.Design and send to print brochures, business cards, postcards and booklets.Film and edit weekly video announcements using Adobe applications.