Managing daily infrastructure operations, troubleshooting and resolving issues ranging from minor to complex, and providing Tier 2 escalation support to the service desk. Key Competencies: Training and development; Project timelines; Exceeding team goals; Teams, exchange; SharePoint admin; Exchange admin. Assisting with the 2024 project migration of personal share drives to OneDrive. o Met OneDrive Migration Dread Line. From 3/01/24 to 9/27/24, where we Migrated over 1700 users Data with out any data loss from there on-perm personal share drives to OneDrive. o Assisting the SME in SharePoint Online operations, management, support (TeamSite/My Sites/sharing/permissions/company logo/web-parts/Site Mailbox/auditing-reporting/integration Office apps) o PowerShell EXO/SPO/SFB/AAD/EX on-premise/ reporting, management, support, scripting (3.0/4.0/5.0,7.0) o Exchange Admin: Exchange Online Protection (EOP), Email encryption custom implementations though 3rd party (Mimecast), support, management (Office 365 built-in/Azure Rights Management) and Mailbox Permissions. o Teams admin Support; Creating teams groups, Managing team users. o Active directory Management; AD synchronization, implementation, decommission, support, federated & hybrid, UPN mismatch, Source/Cloud Anchor, Immutable ID, soft/hard match, password sync up-down (DirSync/AADSync/AADConnect) ADFS federation Single Sign-On, Proxy/WAP, implementation, decommission, support

Supporting the day to day operations and all Software & hardware configurations, from VPN Client to you their Local active directory, Azure active directory and Microsoft 365 services.-working Closely with the team to resolve and implement solutions.-Ninja RMM ( management of users devices.) - Service now ticketing system.

Team lead working closely with team manager to ensure that the teams are meeting Requirements for Microsoft. Working closely with two other leads. Along with still meeting and exceeding as a technical Engineer responsibilities. Key Competencies: Mentorship, Training, Exceeding team goals.• Mentor ambassadors to fill knowledge gaps, Coach ambassadors to reinforce best practices• Made sure that SLA was Met, reviewed cases for accuracy. Answered and assisted with Consultations.

Troubleshoot and resolve small to complex customer issues related to Microsoft 365 products and services, including but not limited to SharePoint/OneDrive, Teams, Exchange online, Defender for 365 and Azure Active Directory and Purview, Intune ( MDM) . Educating administrators from Large to small enterprises with best practices and features to optimize their organizations and onboard and off bord them to 365 services.Key Competencies: Root Cause Analysis, Exceeding Goals, Driving customer relationship (CRM), bata testing. Group policy, •Achieved 100% customer satisfaction with a 98% confirmed resolution. Average 1st call resolution rate of 65-85%. Achieving ‘Extra Mile’ award multiple times for customer satisfaction based on survey return rate.•Maintained up to date on all emerging technologies.•SharePoint and OneDrive for Business (resolved many Site contents sync issues where list threshold was exceeded EX: making sure that you have no more than 300,000 files in your SharePoint.•Implementing Data Protection, retention policies to protect Organizations. Use of eDiscovery, Azure Active Directory, MFA resets, and all aspects of Microsoft 365 services.•Beta Testing (dynamics 365). •PowerShell EXO/SPO/SFB/AADC/EX on-premises/AD automation, reporting, management, support, scripting (3.0/4.0/5.0,6.0,7.0) Using PowerShell to solve backed issues that the UI cant Solve. •Exchange> Implementing; Migrations, user management, uptime 97% of the time. On-perm, AADConnect. DNS and DHCP. DMARK, DKIM. Exchange online Protection, Email encryption with built-in/Azure Rights Management•AD synchronization, implementation, decommission, support, federated & hybrid, UPN mismatch, Source/Cloud Anchor, Immutable ID, soft/hard match, password sync up-down (DirSync/AADSync/AADConnect)• Team administration. (Correct license, setting up phones systems, updating team devices, Auto attendants, and call Ques. updating to the new teams Client. )

Provided Tier 1 IT support to Robert Half clients, diagnose, and fix common and complex computer problems that arise using such tools as active directory, Bomgar and other tools. Take and assess Inventory monitors, docks keyboard and mouses. decommission and set up new employee workstations. Image new computers for new hires.Key Competencies: DECOMMISSIONED, RECOMMISSIONED WORKSTATIONS RESTORING IMAGE'S, DISM, EFFICIENCY.Prepared over forty new laptops to replace old ones coming, reimaging the old ones to be sent out. • Broke down over one hundred workstations and reset them up with new workstations with all new Equipment.

Supporting a non-profit school reopening. Setting up new computer's hardware, imaging and setting up and installing new Operating system, printers and Troubleshooting hardware, software, and networks. Organize Technology inventory for loaning out to employees. Overall technical support.Key Competencies: BACKING UP, RESTORING AN IMAGE, PARGON, EFFICIENCY.Prepared over 60 new laptops and 60 Chromebook for students returning to school with a week deadline.• Made a pristine back up, making sure OS fully updated and all software is installed• Used Paragon hard disk manager to back up and to restore the image from the server to all 60 laptops• Made sure all 60 Chromebook where on the network on fully updated

Provided Tier 1 IT support to Fox entertainment and news group usersUse of knowledge articles to diagnose and fix common and complex computer issue with use of service now ticketing system to track them. PC/MAC hardware, printer, application troubleshooting/repair. Applications include (Outlook, office 365, Enterprise applications, Safari, Chrome, etc.) Multi-factor authentication user support. Answering phone calls though Cisco phone systems, actively using OKTA and active directory to unlock user accounts, change passwords, set MFAs for Clients.Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.KEY COMPETENCIES: ACTIVE DIRECTORY KNOWLEDGE, WINDOWS & MAC OPERATING SYSTEMS, SOFTWARE PRODUCTS, EFFICIENCYEnsured contractor project completion by renewing 150 expiring accounts in 2 days less than usual time● Checked all essential accounts and forwarded to senior manager to get approval● Completed network ID forms as soon as approval received● Closed fifty expiring tickets per day permitting contractors to continue working without any problems

Communicated with potential customers and scheduled sales appointments where appropriate.determined if customers qualify and are interested in going solar and sign them up for free consultation. To increase sell opportunity.Scheduled sales appointments for sales consultants to discuss products and services and to close qualified leads.KEY COMPETENCIES: SALES, IMPLEMENTATION, CUSTOMER RELATIONSHIP DEVELOPMENT, INTUITIVE COMMUNICATIONGenerated 30% more leads and 20% more sales through unique method for approaching customers● Suggested change to management, planned implementation starting with client conversations on solar ● Roleplayed client conversations with other sales representatives to demonstrate approach● Launched new method in field, overcoming client objections and raising leads and sales numbers

Leveraged knowledge of home theater products and companies to educate customers and lock in sales. Showing customers, the benefits of Samsung TVs in Home theater, from sound bars and their amazing selection of 4K TVs. Maintained records related to sales, returns and inventory availability.Stayed up to date on company promotions, sales, and unique events to educate customers and drive sales.KEY COMPETENCIES: PRODUCT KNOWLEDGE, LEADERSHIP, BRAND PROMOTION, SUPPORT SYSTEMS, CUSTOMER SERVICE AND DELIVERYExceeded sales goals by 25% monthly for 11 months of each year in 2017 and 2018● Trained sales team weekly on technology and selling techniques for Samsung’s TV and sound systems● Collaborated with team to ensure all products well represented● Performed weekly check of sales numbers and communicated results to team membersKEY COMPETENCIES: TECHNICAL EXPERTISE, COMMUNICATION, EMPATHY, CUSTOMER SERVICE, ACCESS REQUESTS, PASSWORD RESETSImproved customer retention by consistently troubleshooting and fixing issues in person or via phone● Communicated with customers calling home theater line to assist with technical questions ● Explained patiently, step-by-step, what customers needed to do to use equipment well● Delivered technical help at home when telephone assistance was insufficient to prevent return of productsKEY COMPETENCIES: BUSINESS GROWTH, CUSTOMER SATISFACTION, STAFF MANAGEMENT, TEAM LEADERSHIP, TECHNICAL EXPERTISEGrew client base by 40% and boosted retention rate to 60% for improved profitability● Directed department to give extra help and advice to customers, seeking best solution● Shared expertise with other departments which brought in new customers via word-of-mouth advertising● Supervised staff to ensure technical help to give customer satisfaction was primary focus

Prepared interesting and innovative visual displays to grab customer interest and promote sales. Worked with managers and advertising directors to optimize promotions.KEY COMPETENCIES: BLUEPRINTS, DIAGRAMS, INDEPENDENT WORKING, LEADERSHIP, TIME MANAGEMENT, WORKFLOWAchieved 100% compliance on all programs and product changes within mandatory deadlines● Assessed Planograms and prioritize by due dates● Controlled workflow to target priorities and ensure deadlines met● Completed all tasks in most efficient manner, speeding process time up to 30%

Monitored store for potential security risks and alarm function. Created AP Alerts to report and document incidents. Taught and coached store employees about principles, standards and policies related to safety and crisis management. Interacted with customers and store employees to maintain a safe and profitable environment.KEY COMPETENCIES: CROSS-FUNCTIONAL LEADERSHIP, PROTECTION STANDARDS KNOWLEDGE, COMMUNICATION, SECURITYSaved company $1M in recovered products and prevented holiday season theft through improved security procedures● Mobilized security team to follow all precautions for observation and detention of suspected theft● Conducted training sessions with other protection agents and store personnel to optimize observation● Documented all incidents, filed reports to management, and shared reports with other stores

Answered product questions, offering troubleshooting and advice before and after purchase.Offered comparative analysis between games and system platforms to assist purchase decisions.Organized games according to corporate plans for regular displays and special promotions. Achieved pre-order rate - 20 to 30 games in month.

Installed Voice over IP phones, updated systems, and installed printers.Provided network systems, set up workstations at various businesses.Preformed remote system checks and updated systems.