Responsibilities:• Global Administrator for all aspects of Office 365 licensing, provision, and deployment. Maintenance and operation of a hybrid Office 365/Azure/AD environment, including Exchange administration.• All operations of Azure AD including user account creations and corrections, multi-factor authentications, permissions of new accounts, policies and group settings, object maintenance.• Installation and management of Windows Servers through Azure, Hyper-V, and on-premises.• Managed and configured mobile devices, policies, and firewall policies for Azure AD hybrid systems within InTune.• Maintaining, operating, and extending a Cisco Meraki network.• Systems Administrator for entire Skype for Business operation.• Writes PowerShell scripts for process automation and management of simplifying repetitive tasks such as the process of onboarding new employees and migrating PST files into Exchange.• In charge of help desk operations including ticketing management, implementing new policies and procedures, writing up policies for approval to create processes, and creating Knowledge Base articles.Achievements:• Designed, sourced, prepared and deployed a micro server infrastructure to provide Active Directory services spanning 6 offices on 2 continents.• Completed migration of domain to Hybrid Office365/AD• Installed and ported 80-100 Polycom phones into the Skype for Business system under our Office 365 tenancy and administered the unified messaging system.• Moved the Balbec IT system to new premises in July 2017.

Responsibilities:• Maintain close contact with key clients, developing documentation, newsletters, web content and training notes, track and monitor issues raised by clients• Install, configure, and diagnose software and services on remote servers, including Azure and on-prem; Windows server/workstation operating system deployment and management, including interstate travel• Database administration and data manipulation in SQL Server and Oracle environmentsAchievements:A typical Sonia installation (Planet Software’s product) at a University would involve the creation of up to 10 Hyper-V servers with IIS, divided between Production, Staging and Test configurations, and a Management Server. I installed these systems at the University of Wollongong, Ohio State University, University of Kansas, Monmouth University, and Indiana University, among others, and administered over two dozen such systems.

Responsibilities• Managed a national helpdesk providing support to over 4,000 Citrix XenApp users• Provided second level support and direction to junior support staff and liaised directly with external stakeholders• Maintained a server farm with a mix of XenApp 5 (Server 2008) & XenApp 6.5 (Server 2012) servers using Active Directory and SCCMAchievements:• Migrated stand-alone applications in over 300 offices to Citrix XenApp Application Virtualization

Responsibilities• Billing and technical support for home phone, pay TV, mobile and internet customers• Team liaison with Business Process Reengineering (BPR) department, responsible for developing proposals for business process improvement and shepherding them to completion.Achievements• Developed and maintained internal website for customer support staff, with detailed plan terms and pricing information, clipboard integration for standardized notes, and live calendar for upcoming pay per view events.• Engaged in statewide rollout of “Fusion Desktop Wrapper”, a custom web frontend and single sign-on solution.• Secondment as Customer Relations Executive liaising with the government Energy Industry Ombudsman to ensure timely resolution of consumer complaint within legal timeframes.• Awarded the Personal Excellence Award, Teamwork Award, Customer Focus Award (four times), Leaps and Bounds Award, and the Integrity Award (twice).

Responsibilities• Responsible for customer satisfaction and complaint resolution• Delivered on performance targets in both inbound and outbound sales environments• As ‘Helping Hand’ provided assistance for team members with complex issues and escalated enquiriesAchievements• Awarded the Customer Service Certificate (twice), and the Sales Excellence Award.