Jack M. Email & Phone Number

Los Angeles, California, Us

At Oak Ridge National Laboratory (ORNL), I managed and administered Office 365 tenants, overseeing user provisioning, license management, and access controls to ensure secure and efficient collaboration across teams. • Actively monitored and maintained the health, performance, and security of Office 365 services, optimizing them to meet the rigorous standards required to support the lab’s critical research and operations. • Configured and troubleshooted Exchange Online, managing mail flow and mailbox migrations for ORNL’s large and distributed user base. My responsibilities also included administering SharePoint Online and OneDrive for Business, handling site collections, permissions, and document management to facilitate secure data sharing and collaboration on research projects. • Provided advanced support for Office 365 applications and resolved Outlook-related issues to ensure seamless communication across the lab, while collaborating with IT teams to integrate Office 365 services with on-premises systems and third-party applications, maintaining a cohesive IT infrastructure. • Developed and maintained documentation, policies, and procedures tailored to ORNL’s unique needs, ensuring consistent and secure use of Office 365 services.

Reston, Va, Us

In support of the Department of Health and Human Services, (HHS), I monitored email performance and routing by conducting various qualitative assessments and spot checks on network performance levels. • Provided Tier 3 support to the service desk for M365-related issues and ensured the proper working order of the existing messaging infrastructure and server usage. • Met with Government managers to develop strategies to resolve network connection issues and discuss plans to expand the email network if necessary. • Prepared informative documents related to customer usage and specific system standards, ensuring that email systems met service level requirements. • Maintained documentation and internal policies and procedures, contributed to periodic reports and other deliverables, and managed the M365 Operations team to ensure efficient handling of incident and task tickets. • Represented the M365 Operations team at the Engineering Review Board and various periodic briefings, and provided general supervision to ensure adherence to company policies regarding time charging and annual training.

Reston, Va, Us

At USCENTCOM, I managed and optimized both NIPR and SIPR environments, overseeing Active Directory objects, group policies, VDIs, and FSLogix profiles to ensure seamless operations across more than 600 Windows-based server systems spread over multiple domains and networks. • Facilitated knowledge sharing with the Service Desk, empowering Tier 2 and Tier 3 support teams to troubleshoot and resolve issues more efficiently, which contributed to minimizing system downtime.• Utilized advanced Microsoft PowerShell scripts to automate routine tasks, significantly enhancing productivity and accuracy in day-to-day operations. • Orchestrated workload management through the ticketing system, streamlining task delegation and ensuring the timely resolution of issues. This approach improved operational efficiency, allowing the team to stay on top of critical tasks while meeting CENTCOM’s stringent service level requirements.

Tampa , Florida, Us

While supporting USSOCOM J2, I managed and supported multiple Microsoft Azure environments, including host pools, pool vs. shared configurations, and GPO assignments for Azure Virtual Desktops (AVDs). • Handled Microsoft 365 workloads, such as Exchange and SharePoint Online, ensuring smooth operations for government customers. • Established effective communication channels with vendors and customers to foster technical collaboration, ensuring timely solutions to complex issues. • Designed and implemented Microsoft 365 Dynamics Customer Service, integrated with Software as a Service (SaaS), automating ticket and email creation through Exchange Online mailbox configurations. This streamlined customer service operations and enhanced overall efficiency.• Mentored junior colleagues, sharing knowledge and expertise in Azure (IaaS) and Microsoft 365 SaaS workloads, including Exchange Online, to build their technical capabilities and ensure team readiness to meet USSOCOM J2’s mission requirements.

Vienna, Virginia, Us

At USCENTCOM, I provided enterprise-level system administration, planning, and management for networks across multiple classifications, including U.S., allied, and coalition networks. • Coordinated closely with team leads to restore services quickly and effectively, utilizing monitoring tools such as SCOM, Nagios, and Lakeside Software to proactively address issues and minimize downtime.• Monitored Exchange servers for operational health, ensuring the consistent functionality of services like Outlook Web Access for forward-deployed and offsite personnel. Quiet Professionals

Tampa, Florida, Us

While supporting USSOCOM J2 and its mission related to captured exploitable material and OSINT (Open Source Intelligence), I leveraged GitHub, Docker, PowerShell, and both commercial and government Azure environments to develop proof-of-concept solutions demonstrating the power of advanced cloud technologies for our customers. • Maintained critical support operations across multiple Azure environments and Microsoft 365, including creating users, adding them to groups, resetting passwords, creating virtual machines (VMs) and assigning them to host pools, rotating keys for storage access, and managing license assignments. • Migrated from Microsoft Azure IL2 to the more secure Microsoft Azure Government environment, helping to fortify the infrastructure that supports sensitive operations. • Deployed and configured Microsoft Dynamics 365 Customer Service for our intelligence customers, integrating it with Microsoft Exchange Online and utilizing Power Automate to deploy a Customer Service website.

Lynchburg, Virginia, Us

While working with the Department of Defense (DoD) and AFCENT, I partnered closely with customers, serving as a trusted resource for cloud migration projects. • Provided guidance on application rationalization for cloud instantiation, such as PTC WindChill, helping clients determine the best approaches for leveraging cloud technologies. • Maintained a deep understanding of emerging technologies and methodologies to guide CloudFit’s customers through the pros and cons of Microsoft Azure and Microsoft 365 workloads, ensuring they were fully informed of their options.• Established operation and maintenance (O&M) actvities, and end-user training to support cloud migration strategies, particularly for VDI and other client systems. • Implemented governance processes to maintain secure and compliant operations, ensuring AFCENT’s cloud infrastructure was both robust and aligned with DoD security standards.

Atlanta, Ga, Us

At USSOCOM, I managed the functionality, efficiency, and security of infrastructure supporting the Battlefield Information Collection and Exploitation Systems (BICES) network, which provides critical services to customers across the globe—whether in the air, on land, or at sea. • Applied DISA Security Technical Implementation Guide (STIG) settings to secure systems, and regularly patched operating systems and applications to ensure compliance with DoD cybersecurity requirements. • Created and updated system documentation using Visual Studio, enabling clear and precise technical records that were essential for maintaining and troubleshooting the infrastructure.

Dallas, Tx, Us

As a member of the Joint Intelligence Center Special Operations Command (JICSOC), I was responsible for creating and supporting the content management system and Azure architecture for advanced biometric and Document Exploitation (DOMEX) capabilities, including scientific instrumentation for latent print, chemical, and DNA analysis. • Partnered with various intelligence and government agencies to enhance threat reduction, sensitive site exploitation, and identity protection, while also performing assurance and accreditation using the Enterprise Mission Assurance Support System (eMASS). • Served as the point person for leveraging resources and stakeholders from various departments for the DOMEX Project, focusing on cross-domain solution scenarios.

Dallas, Tx, Us

In my role supporting the USSOCOM J6 (Operations and Network sustainment) department, I administered Exchange 2013/2016 environments across multiple networks (NIPR, SIPR, JWICS), ensuring mail flow, uptime, and quality of service. • Utilized PowerShell for system checks, performed regular Exchange Best Practice Analyzer assessments, and partnered with SOCOM teams to provide IT services to over 160,000 users worldwide. • Created technical documentation, developed a knowledge base for quick issue resolution, led a naming standard project for Office 365 migration, and served as the Microsoft Identity Management POC, leveraging Hyper-V for virtual environments. • Developed PowerShell scripts to assist with quicker resolution of customer issues for Exchange and service desk

Redmond, Washington, Us

• Served as a customer advocate for Office 365 and Azure growth, including demonstrating Windows Azure Log Analytics to clients. • Managed escalation events, collaborating with Product Managers and Microsoft service owners to resolve issues.• Acted as the primary point of contact for customer queries related to compliance, security, and cloud roadmaps, ensuring their needs were met and guiding them through their cloud journey.

Redmond, Washington, Us

• Managed critical Microsoft 365 projects, including divestiture events, and communicated with C-level executives and VPs for project updates and management. • Handled incident and change management escalations, serving as the primary point of contact for customer relationships. • Maintained dedicated relationships with Fortune 100 and large public sector, finance, and pharmaceutical customers, aiming to enhance success, satisfaction, and contract renewal rates. • Collected and analyzed customer feedback to advocate for service improvements with the Microsoft Product Group. • Led escalation efforts with necessary stakeholders to ensure timely resolution and root cause analysis for Exchange Online, SharePoint Online, and Skype for Business Online workloads.

Redmond, Washington, Us

• Developed high-quality intellectual property, including the Exchange 2010 Operations Guide, which was used globally by Premier Field Engineers. • Administered the EMSG Messaging Hygiene System for the Department of Homeland Security (DHS) and its agencies, such as FEMA, ICE, and CIS. • Provided both proactive and reactive onsite Exchange support and knowledge transfer to customers. • Collaborated closely with Microsoft support engineers to resolve customer issues quickly and efficiently.• Performed various operational tasks related to Exchange 2010 to support the Department of Justice (DOJ) and DHS agencies.

Falls Church, Va, Us

• Provides support for crew leads, event managers and service owners for technical operations and change management • Quality assurance and testing following change, problem management incidents

• Microsoft Exchange 2007/2003/2000 server issues problem solving (XADM, XCON and XCSI) • Troubleshooting tools used (ADU&C, PFDAVAdmin, MFCMAPI, ExBPA, LDP, ADSIEDIT, ExBPA, DCDiag)• Triaged cases with Microsoft support engineers

• Team member administering enterprise email functions (Exchange and Lotus Notes) for Duke Energy.• Assisting team members with troubleshooting and documentation.• Peer-to-peer knowledge transfer

Us

• Key messaging projects- cluster migration from Exchange 2000 to Exchange 2003• Defined messaging operational tasks CiperTrust (IronMail), Quest MessageStats, and EMC’s EmailXtender.• Mentoring and conducting BYOL (bring-your-own-lunch) triages

• Provides technical guidance and direction as a mentor engineers • Provides backup operations to various systems

Springfield, Va, Us

• Trusted Information Infrastructure’s (TII) and the eBusiness Security Command Center’s (ESOC) and integrates commercial off-the-shelf (COTS) products: Altiris Deployment Solutions, Automate, CA products• Develops development and testing efforts, mentors junior engineers

Us

• Support of DoD CIFA in unclassified (NiprNet) and classified (SiprNet)• Veritas backup system administration for NiprNet and SiprNet networks.• Led deployment of SMS 2003

Reston, Virginia, Us

• IASE Helpdesk services DOD 8500.xx policies and regulations for the security of DOD with DITSCAP/DIACAP• Developed content and published to Information Assurance Support Environment (iase.disa.mil) website via HTML.

Reston, Virginia, Us

• Travelled to austere locales- Pakistan, Djibouti, Australia, Brunei, Jerusalem, and Guyana.• Performing initial installation and configuration per DoS standards for GITM • Configured Cisco Switches, (2600, 2900 series, etc) for deployment• Identity Management provisioning with ADU&C• Trained US Embassy and Consulate staff

Detroit, Mi, Us

Call Center Support Engineer for Premier, and Professional Cases.Provides technical support and in-depth topology and troubleshooting discussion with senior and consulting engineers in fortune 500 companies regarding Exchange Connectivity issues and computer software applications, systems or services.Experienced in troubleshooting Exchange 2000/5.5 Server with issues such as, functionality of Message Transfer Agent, Site Connector, X.400 Connector, Internet Mail Service Connector, Directory Replication Connector, Foreign Connectors, Lotus Notes, etcSet up various “Test LANs” to assist with customer’s issues in resolving cases.Wrote technical articles documenting resolution of various products.Used Windows NT, 2000, and XP (beta and RC1) to assist in topology issues.Assisted in Exchange Administration Call queue during peak hours.Involved in weekly discussions regarding cases and training regarding triages given to better assist engineers in resolving customer cases.

Randolph Afb, Tx, Us

Experienced in troubleshooting and correcting anomalies with analog/digital telecommunications, switched networks, and Air Force Satellite Systems Network. Operated a multi-million dollar data transfer system that served as a front-line processor for perishable mission data used in research and analysis.Monitored, analyzed, and maintained a variety of automated communication circuits to ensure performance and reliability goals were met as dictated by defense communication agencies. Coordinated high level communications support activities with the Department of Defense, government contractors, domestic and international agencies.

Randolph Afb, Tx, Us

Assisted Network Management in primary server installation, configuring and troubleshooting at TCS Oakhanger. Installed services and servers, maintained performance, and administered a 650+ user LAN/MAN/WAN in a mixed Novell, Windows NT and Windows 95 network operating environment.Backup administrator for data sensitive network domain consisting of 12 high impact file servers and five Microsoft Exchange email servers.

Bachelor'S Degree, Psychology

Education record