Joe Torres Email & Phone Number

Mexico

Mexico

• Primary E-mail Systems Specialist: Lead On-Prem and Cloud E-mail Administration (Exchange 2016/2019, Microsoft O365) to manage the health and efficiency of e-mail infrastructures across US, Mexico, and Canada, ensuring seamless communication and collaboration.• System Audits and Security: Conduct regular system audits and implement robust security measures to enhance the performance of e-mail systems and protect sensitive data, ensuring compliance with regional cybersecurity standards.• Cross-Functional Collaboration: Collaborate with cross-functional teams across North America to integrate e-mail and collaboration tools with other IT systems, improving organizational productivity and communication workflows.• Cloud E-mail Migration Projects: Led the migration of legacy e-mail systems, including Exchange Server, to Microsoft O365 cloud e-mail, ensuring minimal disruption and a seamless user experience across multiple regions.• Security Enhancements and SMTP Integration: Managed the transition from Mimecast to Microsoft Defender, ensuring secure e-mail filtering and threat protection, while integrating SMTP services.• Data-Driven Reporting: Developed Power BI dashboards and reports, providing upper management with actionable insights for data-driven decision-making related to cloud e-mail systems and communication tools.• Executive Reporting: Provide monthly reporting to executive teams, covering the performance of Microsoft O365 e-mail systems, KPIs, and security compliance metrics to ensure strategic alignment.• Advanced Troubleshooting & Support: Offer expert-level troubleshooting and support for complex Exchange Server issues and cloud-based e-mail systems, working closely with teams to resolve challenges efficiently.• Mentorship & Training: Mentor junior team members and provide training on best practices for the administration and maintenance of Exchange Server and cloud-based collaboration tools.

Monterrey Area, Mexico

Managed the administration of MS Exchange 2010 in a large, high-availability global messaging environment, ensuring uninterrupted email service for the enterprise.Oversaw the integration and administration of Lync Unified Communications, facilitating improved collaboration across the organization.Identified and executed daily operational tasks, including system monitoring, proactive maintenance, and swift problem resolution to maintain service integrity.Provided tier three troubleshooting support for Exchange issues, handling escalated user calls and developing optimal solutions to enhance user satisfaction and system performance.Utilized PowerShell and other scripting technologies to automate administrative tasks and generate detailed reports, improving operational efficiency.Represented the messaging department in interactions with other company groups and external vendors, coordinating efforts to deliver high-quality results.Led the migration from Proofpoint on-prem to Proofpoint on-demand, enhancing email security and efficiency.Led project to implement SPF / DKIM to improve email security and reduce the risk of spoofing and phishing attacks.Developed Power Automate flows to streamline and automate workflows, increasing productivity and reducing manual tasks.Conducted monthly reporting for upper management on O365 Exchange state, providing insights into system health and performance.Took ownership of complex messaging issues, working diligently to resolve them and identify root causes to prevent recurrence.Provided on-call support for the messaging environments, participating in weekend maintenance activities as necessary to ensure continuous service availability.Played a key role in strategic planning and implementation of messaging-related projects, contributing to the overall IT strategy and infrastructure improvements.

Provide the Technical and Soft Skill Foundations for New Engineers Integrating into the Front Line Latin America Microsoft Support TeamTechnical Courses Covered:MS Exchange: Focused on architecture and implementation, client access, transport pipeline, mailbox storage, user configurations, high availability, unified messaging integration, and intermediate to advanced PowerShell usage.MS Lync/Skype: Covered implementation of UC in various scenarios, analyzing standard and enterprise server implementations, including Front End/Back End, Mediation, Director, Compliance (persistent chat), and Edge server roles.Base Courses: Provided foundational knowledge in Windows Server architecture and implementation, networking basics, Active Directory roles and management, and essential protocols (RPC, SIP, SMTP, RPCoHTTPs, HTTP).Advanced Courses: Addressed hybrid environments and full cloud implementations, covering required technologies such as Federation Servers, split domain scenarios, Single Sign-On, and O365 integration.Soft Skill Courses Covered: Handling critical situations Setting expectations Providing end-to-end support Taking ownership of the service Effective documentation Tool usage and handling Professional ethicsSkills: Cloud Computing Information Technology Service-Level Agreements (SLA) Creative Problem Solving English Data Architecture Customer Service Attention to Detail

Gbs Latam Exchange Support Engineer At Microsoft

As a GBS Latam Exchange Support Engineer at Microsoft, I provided premier and broad commercial support for all Microsoft Exchange Server 2007-2016 related incidents and advisory services. Key responsibilities and achievements include:Technical Support and Troubleshooting: Provided tier three support for complex Exchange Server issues, including diagnosis, troubleshooting, and resolution of technical problems. Ensured minimal downtime and optimized performance for clients.Incident Management: Managed high-priority incidents, coordinating with global support teams to ensure swift and effective resolution. Utilized diagnostic tools and methodologies to identify root causes and implement corrective actions.Advisory Services: Delivered expert guidance and best practices for Exchange Server deployment, configuration, and maintenance. Assisted clients in optimizing their messaging environments and improving system reliability.Client Communication: Maintained clear and professional communication with clients, setting expectations and providing regular updates on the status of their support cases. Ensured customer satisfaction through prompt and effective service.Documentation and Reporting: Created comprehensive documentation for resolved issues, including root cause analysis and preventive measures. Prepared detailed reports for internal stakeholders and clients, summarizing support activities and outcomes.

Mexico City Area, Mexico

Responsibilities:Microsoft Infrastructure:Workstations: Installation and configuration of OS, domain joining, applying domain policies, and client-based software configuration.Active Directory: Creation and maintenance of objects in the forest, user database management, and monitoring and maintenance routines.MS Exchange Server: Creation and maintenance of user mailboxes, ensuring uptime, troubleshooting, and monitoring.Network Infrastructure: Network mapping and workstation nodes. Installation and maintenance of network patch panels, switches, routers, firewalls, and Netscalers. Implementation of PoE to various equipment. VOIP Infrastructure:Implementation and maintenance of Intertex Surfinbird IX67 (VoIP SIP Switch), IP phones, PSTN to SIP media gateways, firewall configuration for QoS to voice calls, and softphone configuration.Software Testing:Conducted basic, functional, application, stress, system, and protocol testing (GSM, SS7, ISUP, SIP, PSTN).Developed test cases and test suites for use with TITAN TTCN V3.Software Design:Designed and uplifted features for telephony switching nodes using proprietary languages PLEX (C variation optimized for telephony equipment) and ASA (assembly).

Mexico City Area, Mexico

Physical implementation, configuration, administration and monitoring of MS infrastructure. Provide assistance to end users on their local site.2nd level support for service desk, and provide internal training on how to use tools along with ITIL best practices.DNS ServerAdministration of internal / external DNS’s implemented in a split brain DNS environment. Forward Lookup Zone, Reverse Lookup Zone, Host A, PTR, MX, CNAME, SRV, Records.

Poner en práctica cursos de capacitación para pequeños grupos de analistas Administracion de 100 estaciones de trabajo y más de 200 computadorasSupervisar y administrar recursos humanos y tecnologicos de un grupo de 9 analistas 7 a nivel local y 2 en los Estados Unidos. Solución de incidentes de Windows XP Solucionar problemas de conexion hacia la red empresarial y externa. Solucionar incidentes con la suite de Microsoft Office. Adecuadamente direccionar y trabajar con grupos de apoyo externos para resolver los incidentes que se presentaban en la operacion de dia a dia.Administrar cuentas de usuario con apoyo de active directory via consola GUI y Powershell 2.0 Publicacion de applicaciones remotas.Asistir a los incidentes recibidos, a través de teléfono, correo electrónico, y mensajería instantánea  mantenimiento preventivo y correctivo