Call Center System Administrator

Business 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 9.01

MSOffice 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-Now

Call Center Tracking: Top of Mind, Remedy, Service-Now

Backup: Backup Exec, Arcserve, Veritas NetBackup, Barracuda, AS400 Windows Servers (V7r3)

Remote Control: BMC Client, Citrix XenApp Remote Assistance Console

New 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 Installation

Submitting Change Tickets in order to schedule the needed changes or upgrades on the Server

Replication of new databases for Domino 12

Deletion of old databases from 9.01

Remediate Lotus Notes databases with Developer to ensure proper design

Ensure proper communication of weekly progress being accomplished

Submitting Change Management Requests for needed Changes with Domino Servers

Bed 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 Servers

Processed O365 eDiscovery/Content Search requests for Legal department

Supported the creation of Domino accounts with Store users via Citrix XenApp Remote Assistance Console

Provide support for MS Exchange 2013/2016 Outlook accounts

Support the Mail flow of the O365/Domino environment.

Verify MS Teams is properly connected to network, ensuring connectivity to Meetings/chat(s) are working successfully

Troubleshoot and resolve messaging related issues

Provide documentation and training to peers

Manage messaging related security, anti-virus, anti-spam and TLS technologies

Worked with Intune to verify mobile devices were accurate.

Maintain Microsoft Windows Active Directory

Excellent written and oral communication skills, with the ability to communicate as needed

Solid understanding of project management methodology, including the ability to troubleshoot project roadblocks and proactively seek solutions to meet deadlines

Managed the creation of ServiceNow and Incident tickets to ensure the problems

Excellent problem-solving, communication, and interpersonal skillswere processed accordingly

Provide technical and business support to end-users, as well as, other IT professionals.

Ability to prioritize and organize work to meet defined SLA's

Single Point of contact for many of the clients

Android mobile in corporation experience

MS Office 2016/2019

Experience with Android

Experience with escalation of issues to third-level support teams

Created Support tickets for all intended users

High level management on projects requested by the business

Took 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 correctly

Raise and review all changes related to KSRs (Known Service Requests)

Awareness of issues and communication throughout company

The role was driven by client service requests raised via phone as well as through internal requests raised via incidents

Provided “White Glove” Support for Executive and other Senior Leadership

Modified Title through Teams App for needed user(s) via ServiceNow tickets

Added users to requested Teams groups and managed Teams needs via tickets

Corrected disk space issues when Domino servers experienced problems with backup related issues, within the AS400 (v7r3) environment

Practicing DMARC to ensure proper email authentification framework

Practicing SPF and DKIM to ensure proper email authentification framework

Worked with Barracuda support on resolving SPAM, black-listing and external email routing issues

Used MS PowerShell scripts to manage Group requests via ServiceNow requests

Used MS PowerShell scripts to manage eDiscovery requests

Corrected Onboarding errors due to Active Directory types of issues

Orchestrated the processes of the retrieval of historical and archival email for legal purposes via Content Search and eDiscovery for Lotus Notes

Restarted Domino servers to ensure log files were limited on file size

Also worked along-side 2nd and 3rd Tier support, to ensure customer service related issues were resolved in a timely fashion

Provided Technical Support via various Applications within Company

Raise and review all changes related to Known Service Requests

Worked with Security Engineering in creating New ServiceNow Forms for our Team’s needs

Excellent technical troubleshooting via written and communication

PRUDENTIAL FINANCIAL, Roseland, NJ – Backup & Restore Engineer/Lotus Notes Administrator: 1997- 2013

Managed all incoming hotline calls, along with requests from internal customers as well as local support groups

Provided “White Glove” Support for Executive and other Senior Leadership

Addressed mail and application access issues, calendaring, ADMINP, ACL audits, while replicating and remotely managing servers using RDP and PCAnywhere

Provide retrieval of historical and archival data which led to compliance with Prudential and SEC legal standards

Created and provided written documentation and standards for the group, which enabled the delivery of consistent service to end users

Communicated Project(s) status to Management staff

Ensured 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 successful

Managed the processing of daily restores as well as the processing of the eDiscovery restores for Legal were completed each day

Configured and monitored daily backups on Notes servers using different types of backup software such as: Veritas NetBackup, Arcserve and Backup Exec software

Recalled necessary DLT and DAT tapes for the retrieval of historical restores and communicated the status of the retrievals to senior management

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