Stephen D. Email & Phone Number

Raleigh-Durham, North Carolina Area

Office 365 Senior Premier Support Engineer responsible for providing top-notch white glove service to Microsoft’s Premier and Elite S400 customers (top 400 Microsoft customers). Responsible for scoping, troubleshooting and resolving issues related to the entire Office 365 Applications suite. My attention to detail, complete and thorough documentation, professionalism, and knowledge of a multitude of on-premise and Office 365 resources made me a valuable asset to the team. I consistently responded to a wide range of customer related issues that ranged from: Hybrid mail flow, Active Directory Sync issues, SharePoint issues (Web Parts, Flow, Designer), Teams/Skype for Business Hybrid deployments, Skype calling plans and other Microsoft products. I have used a multitude of in-house and web-based toolsets to resolve issues. Depending upon the issue, I have provided PowerShell scripts or registry edits to fix customers issues. Utilized diagnostic toolsets for troubleshooting tenant problems such as domain issues, licensing concerns, mail flow, weekly/monthly updates, bugs and bug fixes. Well trained in client call recording and LogMeIn disclaimers. Consistently met the required customer SLA’s and callback guidelines. Essential Functions and Duties: My role as a Senior Level engineer was to access the Rave ticketing system and process tickets according to SLA’s. The first priority was to make initial contact with the clients, verify the product that is having the issue and proceed with scoping the issue in order to come up with troubleshooting steps to resolve the problem. Utilize the endless assortment of tools and resources available to resolve the customers issue. Responsible for up to 15 calls a day. I have extensive knowledge on the use Teams and Skype For Business to collaborate between colleagues.

Raleigh-Durham, North Carolina Area

Exchange Server SME Engineer for 2010/2013/2016 responsible for the coordination and planning of the Exchange Server migration from 2010/2013 to Exchange Server 2016. This was in preparation for Credit Suisse’ move to Office 365 in the upcoming months. The planning phase of the project included performing testing and implementation of PowerShell scripts to remediate any issue that would interrupt a seamless migration. My task also included the daily monitoring, monthly patching and troubleshooting of the Exchange 2010/2013 environments in the lead region (North America) and disseminating those results out to the remaining regions (APAC, Switzerland and EMEA). The end result of the project was the successful migration from Exchange 2010/2013 to Exchange server 2016.Essential Functions and Duties: I was Hired as a Microsoft Exchange Engineer SME for Exchange 2010/2013/2016. My primary role was to ensure the daily monitoring of the current Exchange 2010 and 2013 environments and to prepare for the migration to Exchange 2016. My tasks included the writing/verifying of PowerShell scripts that would be shared with other regions to ensure a smooth transition to Exchange 2016. During the planning and implementation phase I was required to work closely with the Information Security, Active Directory and the server build teams as well as application owners and a small subset of the user community to ensure a seamless migration to Exchange 2016. This was successful.Key Contributions: • Key subject matter expert for infrastructure and supporting components of Exchange 2010, 2013 and 2016 environments.• Support Core Exchange.• Maintain the existing Exchange 2010/2013 environment and enable the build out and migration to Exchange 2016 to prepare for the move to Office 365.• Automated scripts for a globally consistent Exchange Server installation and configuration.

Exchange Server 2013 Engineer/Office 365 Administrator Team Lead whose current responsibilities include the coordination and planning of the Hybrid migration from Exchange 2013 to Office 365. This includes over 7500 user mailboxes, over 500 Shared Mailboxes and Public Folders. The planning phase of the project includes powershell scripting and SPLUNK queries to remediate any issue that would interrupt a seamless migration (this includes identifying and remediating incorrect primary SMTP addresses, remediation of domain names that are not owned by First Citizens Bank, matching the UPN to the Primary SMTP address). Prior to the migration my task also include the monthly patching of the on-premise Exchange 2013 environment, answering tier 3 trouble tickets related to user related issues such as, shared mailbox creation, automated user account creation issues, certificate installations, mail flow issues (mail not received or sent), mobile device issues and reporting and maintenance on the exchange environment (server disk space, addressing SolarWinds alerts, etc..). I am also assigned and the Exchange Lead on a project for testing new cloud based applications to replace the current AxWay (email security) and FireEye solutions that reside on premise. Key Contributions:•Exchange Team lead responsible for the planning and implementation of cloud migration•Maintains the On-Premise Exchange and AxWay servers at optimal system performance by performing montly upgrades/patches, acting on system monitoring alerts and maintaining security protocols.•Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards.•Designed Splunk and PowerShell queries and scripts to quickly find and resolve.

1919 Pennsylvania Avenue, N.W. Washington, Dc

Office 365 Administrator / Microsoft Exchange Engineer responsible for addressing tier 3 issues relating to interruptions or alerts of the IMF exchange messaging systems. Mobility Engineer for the IMF Mobile platform; MobileIron. Responsible for the engineering, maintenance and administration of MobileIron. Knowledge requirements for the IMF Exchange Engineer and Mobility Engineer met with ample knowledge of routers, switches, hubs and other networking components that relate to messaging flow. Recently completed projects include migrating the IMF’s live messaging infrastructure from Exchange On-Premise to Office 365. Current projects include InTune/Outlook App on mobile devices and RMS. Highlights of IT Skills:• Office 365 Migration Planning and Implementation• 2010 Exchange Engineering/Administration (incl. patching and updating)• Active Directory Mgmt • Systems Installation, Configuration & Upgrading• Security monitoring and detection• MobileIron MDM VSP/Sentry Install/config• IT staff training on O365 support and administration• ArchivingProfessional Experience: Microsoft Exchange/MDM engineer. Manage and maintain the on-premise exchange infrastructure and the on-premise mobileIron infrastructure. Migrated to Office 365. Responsible for the daily upkeep of the messaging infrastructure. Removal of SPAM messages from endusers inboxes using powershell. Very proficient in the use of powershell.Key Contributions:• Office 365 user migration• End user training on Outlook new features/SFB/Archived emails• Troubleshoot user related issues and how to update objects in a hybrid environment.• Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards.• Trained employees across multiple departments and multiple countries on network operations including log-in procedures, network management software, permissions, security and use of software and O365 Admin.