Frank C. Email & Phone Number

New Jersey, United States

Dallas, Texas, United States

Redmond Wa

MAJOR DUTIES/RESPONSIBILITIES:• Maintains Exchange premise environment as well as Office 365 hybrid configuration.• Maintain (creates, modifies, deletes) user accounts for assigned applications.• Coordinates with users, IT department and vendors to select, procure, and/or renew software application licensing to meet user needs and maintains current licensing information.• Coordinates the installation of software applications with appropriate entities and performs changes to… Show more MAJOR DUTIES/RESPONSIBILITIES:• Maintains Exchange premise environment as well as Office 365 hybrid configuration.• Maintain (creates, modifies, deletes) user accounts for assigned applications.• Coordinates with users, IT department and vendors to select, procure, and/or renew software application licensing to meet user needs and maintains current licensing information.• Coordinates the installation of software applications with appropriate entities and performs changes to the application via the departmentally approved change mechanism. • Manages user requests, responds to requests (and hands off to service providers as appropriate) and resolves issues within appropriate agreements.• Performs daily tasks designed to satisfy regulatory compliance and generates applicable documentation.• Monitors system performance to ensure applications are performing within stated parameters and takes action when users or system performance is impacted. • Works with other team members to identify performance issues. • Maintains application data. Understands the function of the entered data and knows the impact changes can have on the application. • Perform application Archive/Delete functions. • Responsible for archiving data according to authorized schedule. • Creates new application menu items or functions and maintains security groups which access menus or functions.• Creates and maintains system and application documentation and conducts job in accordance with company policies.• Installs system-wide applications, creates or follows departmental validation scripts, ensures application is valid at Go-Live.• Makes recommendations regarding software or hardware that will solve problems or improve the system.• Acts as a liaison between IT and application users. Imparts system knowledge, guides, trains and advises users on the application. Works with users to identify areas of challenge or opportunities to improve processes or procedures.• Other duties as required Show less

Redmond Wa

MAJOR DUTIES/RESPONSIBILITIES:• Troubleshoot and resolve client technical issues escalated from the IT Help Desk:o Analyze, isolate and troubleshoot root causes of technical problems based on client and Help Desk input.o Resolve issues related to computer system errors based on analysis and troubleshooting efforts.o Provide hands-on technical support for hardware (printers, desktop, laptop, drivers, monitors, cabling…etc) and software (internally developed applications… Show more MAJOR DUTIES/RESPONSIBILITIES:• Troubleshoot and resolve client technical issues escalated from the IT Help Desk:o Analyze, isolate and troubleshoot root causes of technical problems based on client and Help Desk input.o Resolve issues related to computer system errors based on analysis and troubleshooting efforts.o Provide hands-on technical support for hardware (printers, desktop, laptop, drivers, monitors, cabling…etc) and software (internally developed applications, computer operating systems, internet applications, various drivers etc…).• Troubleshoot and resolve server/system technical issues escalated from the IT Help Desk or Manager:o Analyze, isolate and troubleshoot root causes of technical problems based on Help Desk and other IT Team Member input.o Resolve issues related to computer system errors based on analysis and troubleshooting efforts.o Provide hands-on technical support for enterprise hardware and software (servers/server operating systems, Exchange, Lync, SharePoint, etc.).• Interact with escalation resources (vendors) to resolve technical issues as required.• Provide input for new processes and methodology relating to new clients and systems.• Work on and/or lead initiatives such as re-imaging, OS upgrades, software rollouts, software/platform migrations to the cloud.• Provide client consulting to assist in making technology decisions. Recommend current supported software applications and hardware appropriate to best meet client requirements.• Acquire and maintain knowledge on all newly purchased and existing supported desktop software, hardware, and systems. • Assist with the testing of new or upgraded PC/server software and hardware releases as required.• Ensure that Physio-Control's systems and information are protected in accordance with the company’s Information Protection Policies and Standards. Show less

Redmond Wa

Worked on a migration to break off Physio-control from their parent company’s I.T. infrastructure. We developed a plan to do a “single touch” migration which means that users workstations, AD, and exchange accounts were migrated then we did a re-image of their machines in a single evening. This was to minimize the interruptions to the user community; this included the main campus and users in 30 different countries.• Worked with Quest Migration Management utility to migrate User account… Show more Worked on a migration to break off Physio-control from their parent company’s I.T. infrastructure. We developed a plan to do a “single touch” migration which means that users workstations, AD, and exchange accounts were migrated then we did a re-image of their machines in a single evening. This was to minimize the interruptions to the user community; this included the main campus and users in 30 different countries.• Worked with Quest Migration Management utility to migrate User account, Machine accounts, and Exchange accounts• Worked to validate machine, exchange, user account, and profile information migrated correctly• Used MDT, USMT, and physical media to upgrade the image post migration.• Re-Validated user account, exchange and profile on new image• Did issue remediation for end users if they had problems with specific applications post migration• Developed strategy to migrate users who were remote via VPN and then update image via physical media Show less

• 2nd level calls made by Administrators of companies and 1st level analysts• Handle multiple calls and trouble shot via direct email• Capable of working with a vast range of ethnicity & cultures• Ability to handle sudden outages within the Office 365 environment• Total case ownership – The cases I take and trouble shoot I give my full and undivided attention to until resolution is completed.• Troubleshoot a wide variety of issues including but not limited to:o Microsoft… Show more • 2nd level calls made by Administrators of companies and 1st level analysts• Handle multiple calls and trouble shot via direct email• Capable of working with a vast range of ethnicity & cultures• Ability to handle sudden outages within the Office 365 environment• Total case ownership – The cases I take and trouble shoot I give my full and undivided attention to until resolution is completed.• Troubleshoot a wide variety of issues including but not limited to:o Microsoft exchange servero Mobile/BlackBerry overflowo IPhone/Android/Windows phone setup for exchange environmento Support Outlook (all versions applicable)o Office 365 (Every feature)o Office Professional 2010 package support (Outlook, Word, Excel, etc.) o Corporate configurations of Office 365 setupo Assisted with Domain verification within Office 365o Trained within PowerShell to utilize the PowerShell to perform actions not provided with the user interface. Show less

• 1st level support for all calls made to the Enterprise Help Desk• Ability to work in a large, collaborative performance based enterprise call center environment• Maintains a professional appearance and demeanor• Capable of working with a vast range of ethnicity & cultures• Ability to adapt to sudden enterprise changes• Ability to work independently• Troubleshoot enterprise wide issues including but not limited to:o All Windows XP & 7 related issueso Extensive… Show more • 1st level support for all calls made to the Enterprise Help Desk• Ability to work in a large, collaborative performance based enterprise call center environment• Maintains a professional appearance and demeanor• Capable of working with a vast range of ethnicity & cultures• Ability to adapt to sudden enterprise changes• Ability to work independently• Troubleshoot enterprise wide issues including but not limited to:o All Windows XP & 7 related issueso Extensive Office Application supporto Account/Active Directory issueso LAN\RAS troubleshootingo Security and Encryption (Windows & SecureBadge support)o Mobile & IP phoneso Boeing Proprietary softwareo Supported the well-known Help Desk ticketing system: Remedyo Supported Cisco IP Phones and Avaya Call Manager Show less

Redmond Wa

• Provided excellent customer service and garnered customer loyalty • Maintained store presentation and displays• Tracked store inventory and managed shipping and receiving • Assisted customers in troubleshooting a variety of problems on Apple products and on PCs • Created a spread sheet for keeping track of store performance• First person in the company cross train in all positions

Redmond Wa

• Managed store after the general manager left the company• Lead and coached a staff of 15 in the highest possible level of customer service• Designed weekly employee schedules• Tracked product distribution and store inventory

Kirkland Wa

• Troubleshot problems on a variety of data devices including PDA’s and air cards• Managed tier 2 and tier 3 level employees • Taught classes on new devices and software

Redmond Wa

• Oversaw customer relations.• Trained new hires to complete day-to-day tasks and to provide excellent customer service.• General labor / onsite technical support