Supporting a multi-site Microsoft Exchange 2010 organization in order to meet and maintain appropriate service level agreements.• Manages Active Directory including the creation and decommission of Users, Resources, and Security/Distribution groups, throughout their life-cycle with the company.• Manages Exchange via Exchange Management Console and Powershell to configure and decommission mailboxes and distribution lists, providing access to mailboxes and calendars, as well as configuring mailbox retention policies and other various settings in coordination with HR and Legal departments.• Utilizes PowerShell scripting to efficiently perform Exchange Administration tasks.• Manages Microsoft Lync including the creation and decommission of the accounts.• Manages the Remedy ticket queue for the Exchange Administration team with over 400 revolving tickets to ensure proper workflow and timely resolution.• Troubleshoot issues with Exchange, Active Directory, Microsoft Lync, and replication issues with domain controllers.• Develop processes and procedures that are easily repeatable for the Service Desk working on level 1 support for all IT issues.• Function as a mentor and train for the Service Desk to ensure more efficient first call resolution, adequate troubleshooting, and/or approvals for various issues and requests.• Collaborate with over 10 other support groups within the organization with troubleshooting, process development, and evaluating and mitigating potential issues and gaps with support.

Answers calls based on client specified greeting, create ticket (In one of 4 different ticking systems) with gathered troubleshooting information as well as resolution. (Over 15 different clients).Troubleshoot network, computer/server, software, and printer problems as well as provide low tech answers to assist in remote troubleshooting and break/fix scenarios at the tier II and III level.Provides tier II and III support for various proprietary software such as Tandem, Sunrise Eclipsys, DTI Software Suite, and Fidelio.Administrates Exchange, Active Directory, SAP, RSA tokens, Salesforce, Blackberry Enterprise, Oracle, Airwatch, and Lotus Notes servers (Creating accounts, resetting passwords, based on client provided access).Assists users with remote VPN connection troubleshooting and any and all IT related questions based on client contract specifications at the tier II and III level.Monitors various ticketing systems and IT service mailboxes to ensure tickets are resolved in a timely manner based on client specified service level agreements.

Supervises and coordinates activities of 15 service desk technicians that are engaged in assisting end users with hardware and/or software questions and problems via phone and e-mail messages.Supervises day-to-day operations of the service desk.Works directly with Service Delivery Managers and clients to work out escalation procedures and investigate problems or concerns that clients may have.Creates, tests, and manages escalation procedures for many different clients.Documents, tracks, and monitors problems to ensure resolution in a timely manner to maintain client specific Service Level Agreements.Serves as an escalation point for service desk representatives to identify, research, and resolves complex technical problems that agents are unable to resolve on their own.Tracks and maintains goal and performance plans for up to 15 direct reports depending on staffing requirements utilizing SuccessFactors.Tracks and approves agents time and vacation requests for payroll disbursement utilizing SAP.Directly handles all direct report issues with Human Resources, up to and including Termination utilizing a three step process to protect the business.Travels and tracks expenses and meals utilizing Concur software to submit expense reports for various reasons.Trains agents remotely and in-person on several different accounts utilizing Agent Account Leads and self-created training plans and schedules.

Answers calls based on client specified greeting, create ticket (In one of 4 different ticking systems) with gathered troubleshooting information as well as resolution. (Over 15 different clients).Troubleshoot network, computer/server, software, and printer problems as well as provide low tech answers to assist in remote troubleshooting and break/fix scenarios.Provides support for various proprietary software such as Tandem, Sunrise Eclipsys, DTI Software Suite, and Fidelio.Administrates Oracle, Active Directory, SAP, Blackberry Enterprise, and Lotus Notes servers (Creating accounts, resetting passwords, based on client provided access).Assists users with remote VPN connection troubleshooting and any and all IT related questions based on client contract specifications.Monitors various ticketing systems and IT service mailboxes to ensure tickets are resolved in a timely manner based on client specified service level agreements.

Schedules and performs maintenance as needed for client workstations and servers (Client specified frequency).Troubleshoot network, computer/server, software, and printer problems as well as provide low tech answers to explain to clients.Setup new offices with network cabling (CAT5) routers/switches, computers/servers, printers, user accounts, domains/workgroups, and anything else clients requested.Provides support for various proprietary home health agency software such as Genie, VisiTrack, AT&T Global, Passport IP, VisionShare, IVANs, and PPS Plus.Maintains and upgrades servers/computers/network peripherals in a working corporate environment.