TECH SUPPORT

from ON-PREMISE ( Legacy PC/Mac ) to REMOTE ( Cloud EXO/O365 )

"The more things change the more things stay the same...

after all, Change IS the ONLY constant..."

1978 ( IBM PC-AT ) 1984 ( Apple Mac ) 1989 ( CERN www ) 2000 ( Y2K Dotcom bubble ) 2020 ( Cloud Workforce )

More than half of my professional career has been spent working in technology.

First as a computer lab staff member at my college supporting Apple computers and devices

and subsequently at a global advertising agency in NYC with yearly promotions into

Lotus Notes training / programming and ultimately to a new position as a national consultant with implementation/on-boarding responsabilities for a CRM Software company.

Most recently I was a Remote Tech Support agent with a Microsoft Partner providing

Exchange Online/Office365 Break/Fix L1 support and new employee training (O365/U&R Product Activation)

TEAM PROJECTS

Basic windows and Mac desktop and applications support independantly and through the IT department of various organizations
SpamWare, MalWare and Anti-Virus customer service/tech support for a call center in south Florida tasked with processing 8000 plus daily affiliate software activations, installations, registrations and additional tech support consultations
Lotus Notes/Domino support, training ( 1-50 students per session ) and development for an an international advertising agency in NYC including a 500+ user intranet which replicated across several countries and departments from our global headquarters
Lotus Notes/Domino CRM consulting while working for a CRM/SFA company in NYC installing, configuring and customizing a 21+ database client/server solution installed on site at client servers. The suite integrated with the Lotus Notes/Domino mail servers and their native calendaring and scheduling functionality
Iaas/SaaS cloud tier-1 international tech support for a Microsoft partner located in south Florida on-boarding assistance for Microsoft Exchange administrators and their MAPI,IMAP,POP3 migrations to the Microsoft Exchange-Online cloud portal
New employee training for a Microsoft partner located in south Florida (25-50 students per 1-2 week in-lab class) including the Latin American Exchange Online spanish team and the North American Up & Running (Office365 : Click2Run/Stand-alone) department.

INFRASTRUCTURE AS A SERVICE

from REMOTE ( TIER I SUPPORT ) to IN-CLASS ( LAB TRAINING )

As a Microsoft Exchange Online [EXO] tech support Microsoft Partner we assisted an international client base of systems administrators with on-boarding tasks and migrations from older exchange servers and/or competitor mail server installations to the cloud. My primary role as a Break/Fix support agent allowed me to assist small business owners (1-49 on-line users) with the migration/deployment and configuration/maintenance of their Exchange Online tenant.

Microsoft Exchange Online / Office365

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Our day to day activities included consultative 1-2 hours sessions assisting customers with finding the right documentation for their desired task (Installing and configuring Exchange Online, Migrating to Exchange Online, Importing data, Verifying Domains, Configuring DNS settings) and Technical Support sessions to resolve existing problems utilizing our Subjective, Objective, Assessment, Plans that included problems with Deployment, Migrations, Role Based Access Control per (user, mailbox, calendar, distribution groups) as well as the security issues associated with email, calendaring and scheduling and shared resources such as Spam, Malware, Data Loss Protection, Information Rights Management and email Encryptions and Synchronization.

SOFTWARE AS A SERVICE

from BASIC ( Activations Training ) to ADVANCED ( Frontline SE Tier I Support )

MY SOFTWARE SUPPORT experience includes training responsibilities for the Microsoft Office Up & Running consumer downloads, installs and activations department at Tele-performance. As head trainer for the new U&R team of 40 employees I delivered extensive training and support on the Microsoft U&R tools including ASD (Case Management Software), One-Call (Microsoft VOIP Softphone), KIT (Product Keys), PACSR (Activation Over-rides), ORST (Redemptions, Blocks, MSA & Edu) as well as Consumer tools like OAW (Activation Wizard) and the many Microsoft websites for account management and software purchases. Our consumers were assisted either via phone/email conversations or utilizing LogMeIn remote sessions.

Microsoft Office for Home and Students

EMAIL SERVERS & COLLABORATION

from IBM ( Lotus Notes/Domino ) to Microsoft ( Exchange/Exchange Online )

As a member of our Direct Marketing Agency's IT department we Developed, Trained and implemented 300 plus Lotus Notes/ Domino Intranet/Extranet (Cloud) databases that automated and connected the Account Management, Traffic/Production and Creative Services departments across all of our international offices and the USA.

IBM and Microsoft : Lotus Notes/Domino and Microsoft Exchange Online/O365

As a Member of the outsourced Tech Support department of a Microsoft Partner we assisted Microsoft Exchange 2008, 2012 and 2016 server administrators migrate to the cloud.

Microsoft Exchange Server licensing

CRM / SFA

from IN-HOUSE ( Lotus Notes ) to IN-CLOUD ( Salesforce )

As a member of our CRM/SFA Lotus Notes team I was in-charge of the on-site implementation, configuration and customization of a 21 database suite that enabled organizations to manage their customers, products and services in a consolidated environment that allowed for robust enterprise resource management across multiple departments.

As a Inbound Marketing Sales representative I constantly use cloudbased CRM software like Salesforce.com

What is CRM?