William Concepcion Email & Phone Number

Yardley, Pa, Us

• Azure enterprise application SSO implementation. • Microsoft Defender 365 email threat investigation and remediation. • External DNS management and implementation. • 99% Global VMware environment.• 0365 cloud environment • On prem active directory and domain controller administration.• Azure Active Directory.• DNS, DHCP, ADFS, Group Policy configuration and administration.• Documentation for critical infrastructure processes and implementation strategies.• Microsoft Defender 365 email threat investigation and remediation.

Philadelphia, Pennsylvania, Us

• Microsoft Azure, Office 365 and other Cloud Services configuration and administration.• VMWare, VSphere Client & ESX/ESXi configuration.• Virtual server creation, configuration and administration.• Configures Cisco products (hardware/software). • Configures Microsoft Windows Servers & SQL Server.• Hardware and software load balancing.• Client/Server skills.• VOIP implementation and configuration.• Ability to organize critical documentation for infrastructure support reference.• Execute knowledge of the business practices of performing arts organizations, including ticketing, fundraising, personnel and event planning.

Houston, Texas, Us

• Supports ERP applications that have been placed in production.• Write SQL queries and make modifications within existing code to troubleshoot and execute resolutions in testing and development database environments. • Work with Sr. Business Analyst to pull production database data to Power BI reporting. • Configure Bullhorn cloud based applications UI (SaaS).• Facilitates moving database backups from a production environment to a testing environment to troubleshoot ERP software production issues.• Analyze and recommend coding changes.• Work with outside vendors to configure, install and support commercial off-the-shelf software (COTS). • Create database designs that have flexible use across the organization.• Monitors standards & procedures for development across the organization.• Uploads time sensitive files and documents via SFTP.• Creates/administers and assigns ownership and permissions to internal company SharePoint sites.• Provide technical support for all software via remote desktop, live meeting, phone and email.• Problem solve and generate innovative solutions in conjunction with customers, vendors, and Information Technology.• Plan and lead problem resolution and system changes.• Lead and facilitates meetings as well as develops meeting objectives, agendas and action items.• Assist customers in working with applications and server issues.• Create documentation for each issue and maintain documentation of internal processes.• Assist in implementation, upgrades and migration projects.• Understands Agile Project Management Methodology.

Ashburn, Virginia, Us

• Responds to moderately complex customer inquiries to ensure customer needs are met.• Assisting the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate. • Following up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. • Logging and tracking inquiries using a problem management database and maintains history records and related problem documentation. • Identifying, evaluating, and prioritizing customer problems and complaints to ensure that inquiries are successfully resolved. • Analyzing and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. • May provide leadership and work guidance to less experienced personnel.• User Account creation and maintenance.• Account unlocks and password resets. • Resolving connectivity issues.• Resolving browser issues and upgrades.• Resolving firm administrative issues.• Maintaining case Management functionality.• Administrator to CSC LSS SharePoint website.

Montreal, Quebec, Ca

• Assist in the research, setup, and testing of new software releases. • Track and route problems, requests, and document resolutions. • Assist in the administration of web logins and passwords. • Stay current with system information, changes and updates. • Thoroughly document issues and resolutions in knowledge base of call tracking system. • Redirect problems to appropriate resource. • Identify and escalate situations requiring urgent attention. • Enter/resolve tickets in our call tracking systems. • Respond to queries either in person or over the phone. • Respond to email messages from customers seeking help. • Follow up with customers to ensure issue have been resolved. • Ensure that tickets are resolved within SLA guidelines.

Philadelphia, Pa, Us

• Possesses excellent knowledge of Windows and Macintosh operatingsystems, internet/IP, web browsers, e-mail and other PC operating andconnectivity technologies. Diagnoses PC hardware, software, operatingsystem and cable modem and cabling issues.• Demonstrated knowledge of TCP/IP, LAN/WAN, cable modem and routers tosuccessfully evaluate and resolve escalated help desk tickets in atimely manner and follows-up with customer to ensure resolution.• Performed advanced-level network diagnostics to identify and resolvenetwork configuration issues from the modem to the Internet backbone (e.g. misallocated IP, duplicate IP, router configuration, etc.).• Provided feedback to training to assist in enhancing CAE IP curriculum• Collaborates with other business partners and internal departments toresolve complex customer issues.• Stayed informed of all current methods, technology, policies andprocedures.• Identified customer call trends and recommends process improvementopportunities.• Displayed excellent verbal and written communications skills, includinginterest and ability in working with all levels and types of customers.• Consistently demonstrated the ability to meet higher performanceexpectations (increased KPI/MPS).

Mount Laurel, New Jersey, Us

• Coordination of Skipjack Delivery exception queue. • Ensure that products are successfully sent to clients. • Management of STARS override Codes for Appraisal Portal (when and when not to issue) • Assess issue and work to correct with appraiser • Appraiser Portal Setup/Password issues • Assess and troubleshoot appraisal portal issues • Trending of issues via database reporting. Assist in the development and maintenance of a problem resolution knowledge base. • Special projects as needed