Sebastian C. Email and Phone Number

• Migrate Genesis servers and applications to virtual machines• Ensure data integrity in backups and migrations• Wipe old hard drives remotely or set up drilling as required.• Verify and support Lowes’s switch installs/upgrades remotely in conjunction with Dell on-stie techs• Monitor and support electricians during Lowes’s store UPS/PDU upgrades.• Define and configure UPS/PDU’s to cloud-based monitoring/analytics platform. • Assist with other projects as needed.

* MS Azure administration/support* MS Office 365 administration/support* Active Directory administration/support* MS Intune administration/support* Mobile device administration/support (iOS, Android)* Laptop/Desktop deployment/support/break fix* Enterprise software administration/support* On Site Deskside Support when required* Backup/Restore administrative support* VPN Installation, configuration and support* Fortinet NSE 3 Network Security Associate* Sophos Central Endpoint & Server - Engineer* StorageCraft backup/restore administration* MSP Backup software portal administration

• VoIP telephony administration/support• MS Exchange administration/support • Office 365 administration/support• Active Directory administration/support • Mobile device administration/support (iOS, Android, Windows Phone, BlackBerry)• Laptop/Desktop deployment/support • Internal software administration/support (Oscar software) • Cisco VPN administration/support

- Jeppesen Help Desk (now operated by Hexaware)

• NOC Weekend and Overnight Coverage when required• Monitor IBM-RCS Mainframe, release/restart backup jobs as needed, check for job failures, take drives offline and bring them back up as needed for troubleshooting• Provide “Point of Contact” support for outsourced service desk analyst that cannot resolve issues with knowledge base procedures or complex issues that are not documented• Monitor IBM-RCS Mainframe, release/restart backup jobs as needed, check for job failures, take drives offline and bring them back up as needed for troubleshooting• Assist end users at the service desk walk up window with issues ranging from mobile device connectivity issues/error messages to laptop/desktop hardware and software issues• Escalate production application/server issues as needed after all proper checks and confirmations have been preformed• Maintain IT Asset spreadsheet updated with current available software & licenses• Track software licensing in IT Asset spreadsheet by assigning to end users• Order software and/or hardware when requested by end users that is not readily available• Install, configure and troubleshoot enterprise applications, software & hardware• Utilize Symantec Altiris for software updates and deployments• Create & Modify Oracle accounts for New Hires, assign roles and responsibilities• Process termination requests, cut off network access, release software licensing• Updated knowledge base articles as new processes or modification to existing processes were developed or discovered• Create network accounts for enterprise applications• Grant access to enterprise applications and file share drives• Troubleshoot complex MAC VPN connectivity issues• Diagnose, Troubleshoot and correct Java versions issues with Oracle and other enterprise applications

• NOC Weekend and Overnight Coverage when required• Monitor servers for outages• Accept and resolve support requests from analysts via Microsoft CRM• Point of Contact for all Tier 1 analyst when they cannot resolve complicated customer issues• Managed analyst phone vs online support request coverage depending on current call/online support volume to meet SLA• Manage multiple shared mailboxes to communicate with upper tiers of support and executives for unexpected and planned downtimes• Post operational downtimes to the company website (Virtual Office) Assist with global company migrations after company acquisitions• Communicate with program developers and assist analysts on company wide application rollouts • Recommend operational and procedural changes to improve quality of service• Manage Latin American region support • Created and presented a SharePoint training program for entry level analyst. • ***While still performing my pervious duties below when needed as volume required

• Help Desk and Remote Support for 30,000+ users globally. • Special focus on South American remote support.• Support for users and applications in Windows 2000, XP, Vista, 7, and MAC environments.• Server 2003 and Server 2008 permissions and folder management, created share folders, applied permissions, created security groups if needed. • Administrator Active Directory and MS Exchange• Blackberry, BES, BIS, iOS, Android, Win 7 Smart Phones expert support. • Microsoft Office 2003, 2007, 2010 & 2013.• SharePoint 2007, 2010 & 2013 Site Collection Administrator• SCCM 2012: Assisted end users in installing deployments, assured network computer was in correct Organizational Unit in Active Directory for deployment to Software Center, Verified computer was still on the domain for deployment, escalated as needed when not able to resolve at Tier 1 level.• Microsoft CRM used for tracking support request to meet service level agreements.• Microsoft VPN Client installation and troubleshooting• GlobalProtect VPN Client installation and troubleshooting• Wireless Air Card, troubleshooting, repair.• Off peak and independent coverage experience: monitored and maintained network storage devices, managed in house tape data storage• Updated, developed and wrote standard operating procedures (or Knowledge Base Articles “KBA’s).

Answered incoming customer calls regarding DIRECTV system technical issues.Provided first call resolution by using company resources and some outside the box solutions created by myself to ensure first call resolution.Communicated follow up steps via self‐help emails and website recommendations.Provided backup training support for new hiresContinuously exceeded performance goals above the required minimum.

Answered incoming calls for Hewlett Packard computers end user & T‐Mobile hand‐held device end‐user technical support.Provided first call resolution by using company resources and personal knowledge of computers/mobile devices.Provided backup training support for new hires.Continuously exceeded performance goals above the required minimum.