| Candidate Information | | Title | Call Center System Administrator | | Target Location | US-NJ-Parsippany |
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Click here or scroll down to respond to this candidateBusiness professional with extensive experience in technical services. Proven call center expertise and problem resolution abilities while maintaining high levels of customer satisfaction. Analytical in addressing the needs of both internal and external customers. Reputation for building solid business relationships and communicating effectively with individuals at all levels of management. Proficient at delivering training for new and existing staff. Worked extensively with Content Search/eDiscovery requests. Worked over 3 years with 2nd & 3rd level experience as an O365 Messaging Engineer. Also worked over 20 years as a Lotus Domino Administrator.Technical Summary:Software: Lotus Notes Server Administrator 9.1, Lotus Designer 9.01MSOffice 16, MS Exchange, Office 365, Lotus Notes Client, Maas360, Notes Peak, Quick Place/Quickr, Blackberry Manager, Good (phone software), AS400 Windows Servers (V7r3). Active Directory, Juniper Connect SSL VPN, Nortel Connectivity VPN, Putty Terminal Client, MS PowerShell Scripts, Top of Mind, Remedy, Service-NowCall Center Tracking: Top of Mind, Remedy, Service-NowBackup: Backup Exec, Arcserve, Veritas NetBackup, Barracuda, AS400 Windows Servers (V7r3)Remote Control: BMC Client, Citrix XenApp Remote Assistance ConsoleNew York Life, Clinton,NJ-System Administrator (Contacted by Tata Consulting Services: Mar 2023-Jan 2024)Lotus Notes Migration 9.0 to Domino 12 (specifically upgraded Domino Servers for Compliance Needs)Lotus Domino Server InstallationSubmitting Change Tickets in order to schedule the needed changes or upgrades on the ServerReplication of new databases for Domino 12Deletion of old databases from 9.01Remediate Lotus Notes databases with Developer to ensure proper designEnsure proper communication of weekly progress being accomplishedSubmitting Change Management Requests for needed Changes with Domino ServersBed Bath & Beyond, Union, NJ- Messaging Engineer: (Mar 2014 Nov 2022) Provide Outlook and Domino support to 25000 users: Provided Domino support for 10 Domains and 55 ServersProcessed O365 eDiscovery/Content Search requests for Legal departmentSupported the creation of Domino accounts with Store users via Citrix XenApp Remote Assistance ConsoleProvide support for MS Exchange 2013/2016 Outlook accountsSupport the Mail flow of the O365/Domino environment.Verify MS Teams is properly connected to network, ensuring connectivity to Meetings/chat(s) are working successfullyTroubleshoot and resolve messaging related issuesProvide documentation and training to peersManage messaging related security, anti-virus, anti-spam and TLS technologiesWorked with Intune to verify mobile devices were accurate.Maintain Microsoft Windows Active DirectoryExcellent written and oral communication skills, with the ability to communicate as neededSolid understanding of project management methodology, including the ability to troubleshoot project roadblocks and proactively seek solutions to meet deadlinesManaged the creation of ServiceNow and Incident tickets to ensure the problemsExcellent problem-solving, communication, and interpersonal skillswere processed accordinglyProvide technical and business support to end-users, as well as, other IT professionals.Ability to prioritize and organize work to meet defined SLA'sSingle Point of contact for many of the clientsAndroid mobile in corporation experienceMS Office 2016/2019Experience with AndroidExperience with escalation of issues to third-level support teamsCreated Support tickets for all intended usersHigh level management on projects requested by the businessTook calls from the customer. Log all incoming problems with accurate detail by adhering to the call templates to ensure that all necessary initial information for Problem Determination is gathered correctlyRaise and review all changes related to KSRs (Known Service Requests)Awareness of issues and communication throughout companyThe role was driven by client service requests raised via phone as well as through internal requests raised via incidentsProvided White Glove Support for Executive and other Senior LeadershipModified Title through Teams App for needed user(s) via ServiceNow ticketsAdded users to requested Teams groups and managed Teams needs via ticketsCorrected disk space issues when Domino servers experienced problems with backup related issues, within the AS400 (v7r3) environmentPracticing DMARC to ensure proper email authentification frameworkPracticing SPF and DKIM to ensure proper email authentification frameworkWorked with Barracuda support on resolving SPAM, black-listing and external email routing issuesUsed MS PowerShell scripts to manage Group requests via ServiceNow requestsUsed MS PowerShell scripts to manage eDiscovery requestsCorrected Onboarding errors due to Active Directory types of issuesOrchestrated the processes of the retrieval of historical and archival email for legal purposes via Content Search and eDiscovery for Lotus NotesRestarted Domino servers to ensure log files were limited on file sizeAlso worked along-side 2nd and 3rd Tier support, to ensure customer service related issues were resolved in a timely fashionProvided Technical Support via various Applications within CompanyRaise and review all changes related to Known Service RequestsWorked with Security Engineering in creating New ServiceNow Forms for our Teams needsExcellent technical troubleshooting via written and communicationPRUDENTIAL FINANCIAL, Roseland, NJ Backup & Restore Engineer/Lotus Notes Administrator: 1997- 2013Managed all incoming hotline calls, along with requests from internal customers as well as local support groupsProvided White Glove Support for Executive and other Senior LeadershipAddressed mail and application access issues, calendaring, ADMINP, ACL audits, while replicating and remotely managing servers using RDP and PCAnywhereProvide retrieval of historical and archival data which led to compliance with Prudential and SEC legal standardsCreated and provided written documentation and standards for the group, which enabled the delivery of consistent service to end usersCommunicated Project(s) status to Management staffEnsured no downtime for customer sales force on both Blackberry and tablet devices by providing guidance on the Blackberry Enterprise environment V5.0.228 Lead Backup & Restore team to ensure daily backups were successfulManaged the processing of daily restores as well as the processing of the eDiscovery restores for Legal were completed each dayConfigured and monitored daily backups on Notes servers using different types of backup software such as: Veritas NetBackup, Arcserve and Backup Exec softwareRecalled necessary DLT and DAT tapes for the retrieval of historical restores and communicated the status of the retrievals to senior management |
