Tracy Ware Email & Phone Number

Provide day to day IT Customer service Support, servicing a high volume customers, demonstrating knowledge of customer support principles and methods under DOD guidelines. Work directly with customers – in person\Skype or over the phone for all necessary details to capture their IT end-client computing requirements accurately and completely. Resolve customer requests via phone, email or in person. Install software & hardware support with advanced troubleshooting of hardware and software components. Operating and maintaining solutions in secure processing environments which must adhere to U.S. Government Information Assurance and Security standards. Image and install Thick (Unsecure) & Thin Client (Secured) workstations\KVM cabling via CD & PXE BOOT from Windows 7 to 10. Remediation of Windows 10 Deployment. Utilizing Service Plus for ticket resolution and maintaining above average SLA’S. Present formal and informal training and assistance to customers.

Washington, District Of Columbia, United States

Administration of OU’s, Groups, Containers, Domains, and other using Active Directory.Provide phone and desktop network support for DIA users in LAN/WAN environment. Troubleshoot hardware/software and network connectivity issues. Maintain users' logins and GroupWise accounts.Acting as an escalation point for Helpdesk Acting as an escalation point.Open and document service tickets using Service+.Access users account remotely

Washington D.C. Metro Area

Interface and resolve issues for high profile customer accounts.Administration of OU’s, Groups, Containers, Domains and other using Active Directory.Create Mailboxes, User Accounts and Distribution groups using Microsoft Exchange.Utilize the Active Directory Toolkit to run Administrative Tasks and queries. Assist lower Tiers as needed with technical issues.Monitor servers with Solarwinds.Responsible for establishing and maintaining O365 Exchange mailboxes, user accounts, distribution groups and establishes infrastructure mailbox constraints and advise on enterprise exchange polices Administered and supported Office 365 and MS Exchange policies

Washington D.C. Metro Area

Administration of Organizational Units, Groups, containers, domains, using Active Directory Windows Server 2008Create new user accounts and edit existing user accountsCreate and edit Shared Mailboxes\Distribution GroupsTroubleshoot Microsoft Outlook 2010Edit Global Address Book changes using Active DirectoryUtilize the Active Directory Toolkit to run Administrative Tasks and queriesSupporting 20,000 plus users across the USRespond to requests via ticketing CA Service Desk ManagerWeekly Status ReportingProjects as assigned Utilizing Dameware/Microsoft Lync for remote management on workstationsVerifying every user has Microsoft Lync access via Microsoft Lync Server 2010

Arlington, Va

Blackberry Enterprise server administrator within MS Exchange environment.Deployment processes execution: rollouts, failovers, configuration support, etcPhone, e-mail and on-site problem diagnosis and resolution.Administration systems, particularly Active Directory, Active Sync, BES, and BIS.Ensure devices can access emergency email systems during an outage.Enforce mobile device SOP’s and procedures.Liaise with other offices and vendors for installations, deployments and, troubleshooting. Respond to requests from internal and authorized external parties in a timely manner.

Certification, It Studies

Certification, Information Technology

Certification, Information Technology

Business