Elizabeth Shell Email & Phone Number

United States

New York, Ny, Us

Auburn, Wa, Us

• Performs daily case monitoring, escalation, incident handling, change processing, basic troubleshooting, standard reporting for all end users internal and external • Follows all guidelines and controls for each process to ensure compliance and quality. • Tracks the implementation of resolution tasks through the company portal by collecting, interpreting and responding to changes and testing within end user’s production data as appropriate and recommended by Microsoft best practices • Provides regular and reliable reporting of relevant data to update and troubleshoot with administrators and end users. • Thoroughly implements the end to end application support process and escalation procedures and is fully conversant with all support tools that will be used to provide effective support in the relevant area. • Perfected the ability to multitask using management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple tickets with varying completion dates • Ability to work remotely for entire workday through solutions • Reviews and responds to alerts generated by in house monitoring solutions and either resolve or escalate to Microsoft Engineering • Raises and implements changes from own tasks and those from Engineering/SME team • Acts as the point of contact for escalated issues within the customer tenant environment during critical cases. • Engages and empathizes with customers to support and resolve technical issues through completion • Supports installation, configuration, and support of Microsoft Office 365 on various platforms for all users • Accurately documents all work performed through ticketing system including details and outcomes for resolution or transfer • Ensures accurate and timely resolution of all assigned issues; escalates product bugs or unresolvable cases as necessary while noticing trends and report reoccurring problems

• Interacted daily with internal employees, vendor relationships along with leadership staff ensuring business needs are being met and issues are resolved in a timely manner. • Communicated with end- users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action• Manages incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues• Assisted In the functionality of NetSuite Software for internal employees with Sales Orders, Purchase Orders On-Demand, Delivery Planning.• Assisted in resetting and creating user access, passwords, and assigning roles. • Communicated with end- users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action• Escalates problems and incidents and assign inquiries to management and/or application teams as appropriate. • Provided support and availability on call during off-hours to support service problems with on premise server systems.

Jacksonville, Florida, Us

•Provides application support to users of Microsoft Office 365 applications including Investigation, Diagnosis, Resolution, and Recovery while providing front-line administrator support for multiple customers•Manages incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues•Trained and in-depth Knowledge of EHR systems (Epic, Apex, Cadence) to include command of integration points and current healthcare workflows across the healthcare team spectrum.•Serves as the EHR technical and analytical resource supporting processes, systems, and workflows.•Communicated with end- users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action•Develops materials in response to observed trends and collaborates with the support team to proactively address potential learning opportunities•Assisted users in the transfer of any desktop, client/server, and mainframe-based computing questions to the client’s enterprise IT Service Desk within agreed processes•Manages delivery of client devices; including imaging, client baseline management, and asset management. •Manages the health and compliance of client communication devices and systems; provided updates on status through reporting; including security and compliance monitoring through Office 365 Admin Portal Security and Compliance•Updates and issues O365 subscriptions for 250+ clients with E1, E3 and F1 Licenses managed via SMTP email addresses synced with ADFS. •Prepares electronic files for imports and exports as directed by Service Desk Manager and Service Now helpdesk portals

Ponte Vedra Beach, Fl, Us

Responsible for the design, implementation, development, maintenance and support through multiple platforms of SharePoint developmentSharePoint On-premise 2003-2019, SharePoint Online/ SharePoint O365. Ensured the quality, stability and performance of new and existing sites, applications and solutions. Worked with Third Party tools/applications, contributing to administration of access controls and governance of application to upgrade and implement SharePoint Services.•Provided Low- and High-Level SharePoint ideas/insight and guidance in projects as well as execute the work, resolve issues and manage customer expectation.•Provided customer service, training and support to end users, building SharePoint Site Collections•Implements, develops, maintains, and troubleshoots process enhancements for internal and external sites.•Executed high quality code and develops within the context of a pre-existing technical infrastructure.•Designs and develops custom SharePoint modules to address various business needs to drive efficiency within the organization•Knowledge of modern programming languages on the modern SharePoint Framework extensions (SPFx, Fabric UI)•Publishing Site Experience - Expertise in creating Master pages, Page layouts and Publishing pages with good understanding on content types, site columns.•Migration Experience – Strong Experience in analyzing and migrating content to latest SharePoint platforms.•Strong Database experience and hands-on knowledge on working with creating and editing database schema and stored procedure.•Adhering to a defined development process, including requirements definition, requirements documentation, test plan development, technical documentation, and user documentation•Continually migrating solutions to newer technologies to stay up to date with industry best practices

Denton, Texas (Tx), Us

• Completed software builds from software development teams for deployment into a range of environments using a variety of tools• Established a scheduled, automated process for regular, automated builds and deployments of all aviation tracked gear. • Ensured build processes were followed and associated artifacts are created.• Generated build logs and configuration management records identifying all objects included in each build for audit purposes and daily maintenance. • Daily troubleshooting systemic issues, documented issues and worked to resolve problem in a timely manner. • Made observations and recommendations to ensure that all information systems products and services meet naval standards and operational end-user requirements.• Participated in IT Security assessments, risk analysis and reporting• Responded to requests for information on IT company policies, practices, guidelines and standards. • Provided daily status, flight hour and mission related reports/tracking charts in support of aircraft scheduled maintenance and modification requirements in conjunction with the fleets flying hour program.an

• Administrative lead of a migration SharePoint 2007 On-Premise to SharePoint 2013 On-Premise.• Managed all SharePoint Portal Server Infrastructures, user access and application deployments for full project• Implemented SharePoint 2013 across the organization, supporting the installation, configuration, security, operation and re-build of entire SharePoint 2013 Infrastructure• Technical support of InfoPath forms, including communicating the location of form libraries, their purpose and workflows to SharePoint Lists. • Examined Business Plan Requirement documents and created 11 Technical Design documents, system test and implementation plan for small to complex projects including Intranet Migration, Workflows, and OneDrive to be executed in the future. • Performed as the SharePoint Subject Matter Expert (SME). Providing technical guidance to the company IT team in the technologies related to the development and support of new SharePoint 2013 environment and features. • Coordinated with departments to standardize and optimize the way data and content information is stored and retrieved. • Expert understanding of the relationship within Azure Active Directory, SQL and IIS relating to SharePoint On-Premise• Publishing Site Expert - Expertise in creating Master pages, Page layouts and Publishing pages with complete understanding of all available content types, site columns, and Web parts. • Content Management System Experience – Strong Experience with SharePoint Lists, Document Libraries, Design, Workflows, and InfoPath forms.

• Worked by phone and remote desktop support with new clients to manage the implementation and installation of business-to-business payment software and the MSSQL Database to support it• Monitored all Implementation projects serving as liaison with Peak10 Cloud Operations Center and with IT-MSP.• Maintained windows applications and services (.NET applications) and IIS hosted websites for all tech support cliental. • Created and revised systems and procedures by analyzing operating practices, CRM record keeping systems, and forms control. Recommended implementing changes.• Worked with customers and internal departments to implement clients on new ERP applications• Assisted with 7 managing projects and delivered desired results before set timeframes• Maintained and updated technical and training documentation• Provides information systems technical support to the MS SQL server 2008• Conducted system backups, and daily system checks• Daily integrity checks performed using and performing on multiple programs:• Unix, Windows PowerShell 2.0, SSH/SSL, TCP/IP• Microsoft SQL Server 2008• Remotely logged in to Maintenance Tracking system using SSH PowerShell 2.0 to monitor, update, and upkeep of servers.• Ran weekly system queries as required for supply/maintenance records.• Performed advanced scripting using PowerShell 2.0 (raw strings, escaped strings, named perimeters) executed all commands through system.• ERP experience, VMWARE tools• Implemented all hardware laptops and mapped drives to ESXi server. VSphere Power Client, HP store-virtual, Centralized Management Console

Reston, Virginia, Us

• Provided information systems technical support to the NTCSS suite and NALCOMIS • Conducted system backups, and daily system checks• Released and printed batch reports as required to support client.• ERP experience (VMWARE tools, VMWARE VSphere Power Client, HP store-virtual Centralized Management Console)• Installed all Patch requirement and certificates on Windows Microsoft Server 2008+• Management, and performed system checks of SQL UNIX Servers (2000,2008,2014) • Expert in designing and implementing MS SQL Server Databases • Extensive knowledge of SQL Server functionality, data migration, replication • Troubleshoot and assess maintenance requirements for logistics application software products, analyze and support utilities for work stoppage conditions and provide workstation support for software upgrades/concerns.• Assisted in testing, debugging and documenting new software. • 4+Experience in computer analysis, of SQL Server R2 2008 and 2012• 12 years’ Experience with Linux Servers and UNIX

Spring Branch, Texas, Us

• Conducted audits, and management functions to ensure compliance with COMNAFAIRFORINST 4790.2, Computerized Self Evaluation Checklist (CSEC) database and User's Logistics Support Summary (ULSS) for PEMA Document.• Ensured timely distribution, tracking, and follow-up of technical documents and manual changes and revisions. • Developed and maintained program for Classified Technical media receipt, stowage, distribution, inventory, and disposition using an automated verification program.• Managed and accountable for Portable Electronic Maintenance Aid (PEMA) computer devices to include Interactive Electronic Technical Manual (IETM) updates and Service Pack installations.

Washington, Dc, Us

• Supported Windows application, Exchange, and SQL with experience with Backup Exec, Exchange Server, and SQL server • (Implementation Coordinator SA/A)- As the Systems Administrator worked directly with (SPAWAR) Space and Naval Warfare Systems Command, on the implementation of Software OOMA Upgrade 831-01.05.20 • Requested and processed PKI DOD Certificates, created the JAVA Key store• Updated Sybase utilities and database management, resynchronized web services, built OOMA interface users• Built configuring client workstations (for detachment/home/and NMCI)• Troubleshooting for OPTIMIZED IMA to OOMA 5.20 Web Services connections• Established 86 workstation assets and established all 5.20 rep routes, Submitted 85 STIF, STAM and ADMIN MAC requests• STAM used to identify then and complete 10 NMCI Client Test Seats, Verified all client software and configuration to external interfaces.• Loaded DOD PKI Certificates from external interface servers onto Home/Detachment servers, Configured and verified interfaces as well as System functionality• Performed SOVT (System Operational Verification Test) validated the proper system operation, invulnerability and the functionality of 831-01-05.20 OOMA release.

Associate'S Degree, Computer And Information Systems Security/Information Assurance

Computer Science

Education record