• Managed and supported Outlook email file (PST) migrations into a Veritas Enterprise Vault system using Quadrotech’s PST Flight Deck solution. • Created technical documents, videos, and user guides for end-user training.• Applied extensive knowledge of Windows 10, Office 2016, Ad-Ent environment, and Exchange profile administration.• Managed daily communications to stakeholders directly responding to requests for escalated migration support for end-users, management, or internal support technicians.• Completed other tasks as assigned including writing an operation’s guide for the Server Storage Management Group, editing and rewriting existing mobile and server documentation, and configuring mobile devices for delivery.

• Supported 5000+ users resolving software, hardware and configuration issues, and tracking issues / resolutions in a result-driven environment, attaining >95% positive customer feedback.• Utilized remote administrative tools such as Remote Desktop, Cosmic, Altiris, and Windows SMS to deliver >90% issue resolution within defined service level agreements.• Designed and published troubleshooting guides, procedural information, policy information, and other technical documents for direct work group and business partners.• Applied broad knowledge of internal software and process solutions residing on Citrix, AS400, SQL, and other platforms to troubleshoot customer issues.• Exercised troubleshooting, research and administrative skills to requisition, configure, and support a variety of Windows and Apple devices, including iPhones, Blackberries, printers, scanners, and video conferencing equipment. • Participated in business continuity and disaster recovery exercises.

• Coordinated delivery of data recovery across multiple, simultaneous projects, prioritizing integrated workloads to comply with customer legal requests.• Customized data requests and analytical communiques to internal customers to meet client legal guidelines and requirements.• Trained new team members on data recovery process, procedures, and protocol.• Provided ad hoc consultative expertise on multiple operating systems, file structures, data types, email types and software, including Microsoft Exchange, Lotus Notes, GroupWise, Encase, and Norton Ghost.

• Delivered support to internal and external users from over 30 locations solving a variety of Windows and AS400 network, software, computer hardware, and procedural issues• Administered Remedy incident management and internal problem tracking database• Developed and documented multiple corporate computer-related training procedures