Joan Maria

 OBJECTIVE: Seeking a position as a backend software developer/software tester in a professional environment that fosters continued learning and professional growth. With over ten years of experience in the technical customer service industry, I have obtained expert knowledge of Microsoft Suites and Windows operation systems. EDUCATION: The Pennsylvania State University Information Sciences and Technology GPA: 3.83 Syracuse University Computer and Information Science CERTIFICATIONS: MCITP: Enterprise Desktop Support Technician on Windows 7 MCITP: Microsoft Certified Desktop Support Technician MCTS 70-662, Microsoft Exchange Server 2010 MCTS 70-640, Windows Server 2008 Active Directory 70-410, Installing and Configuring Windows Server 2012 Dell Foundation 2010 Desktops Certification Dell Foundations 2010 Portables Certification CCNA, A+, Net+, & MCSA Server 2012 (presently seeking) PROFESSIONAL EXPERIENCE: Aug ’16 – Apr ‘18 Jan ‘01 – April ‘05 2U, Inc, Part-time Live Classroom Technical Producer Monitored class sessions and provide AV adjustments as deemed necessary Provided service and support for Learning Management System (LMS), Adobe Connect and other technology platforms Completed documentation after each session to allow for appropriate follow-up Troubleshooting technical issues and coordinating solutions with other technical teams Analyzed incoming communications and provided appropriate referrals Assisted students and faculty in troubleshooting basic technical issues Part-Time Technical Support Specialist Level 1 Technical Support for online coursework Directed internal escalation within various departments Jan ’16 – Jul ‘16 June ’15 – Jan ‘16 Insight Global/HP/Bank of America, (Contract) – Los Angeles, CA Field Service Technician Deployed SCCM images and utilized Spiceworks ticketing system Upgraded and configured PCs, printers, and other networked bank equipment Oct ’14 – Nov ‘14 Cognizant/Southern California Edison, (Contract) – Irwindale, CA Office 365 Administrator Provided support for Office 365 migration and testing by Microsoft and SCE team Identified problems and implemented resolutions following the migration Triaged approximately 50 calls daily for issues involving all components of O365 Suite Sept ’14 – Dec ‘14 Various, (Contract) - Various Independent Field Service Technician Configured and deployed SCCM images via the network. General Desktop Support. Short-term contract positions involving refurbishing, decommissioning, and replacing laptops, desktops, and servers (Dell and IBM). Mar ’14 – Sep ‘14 HP/Cemex, (Contract) - West Palm Beach, FL ITO Service Delivery Consultant III/Desktop Support Level 2 Technical Troubleshooting for hardware/software/connectivity Problem management including 3rd party vendor management Provided remote support (PC Anywhere, Windows Remote Assistance) Utilized Lotus Notes for operations Offered mobile device support for Blackberry and iPad Troubleshoot new and unknown issues, in support of HP employee COE and tools On call coverage rotation, 1 week per month Nov ‘12 – Apr ‘13 FDOT, Florida Turnpike, (Contract) – Boca Raton, FL Desktop Support Configured, installed, monitored, and maintained IT users' PC software and hardware. Documented solutions to IT problems in CA ticketing System. Provided end-user training and AV support. Maintained Windows workstations and overall information systems support for Turnpike Enterprise users. Deskside support of computer issues including travel to toll stations and remote locations in Broward, Palm Beach and Dade counties. Imaged and upgraded (migrating) new laptops and Desktop using Ghost. Supervised removal of sensitive data and donation of out of warranty assets. Jun ‘12 – Nov ‘12 Teleperformance USA, Boca Raton, FL Office 365 Frontline Support Engineer Business Productivity Online Standard Suite Tier 2 Support Engineer Business Productivity Online Standard Suite Tier 1 Support Engineer Fielded corporate customer inquiries regarding Microsoft Cloud Services. Troubleshooting software issues pertaining to: Operating Systems: Microsoft Windows XP/Vista/7 (all editions), MAC OS X (all editions) Mobile devices: iPad, iPhone, Blackberry, Android Server Systems: Windows Server 2003/2008 (all SPs and revisions), Microsoft Exchange 2003/2007/2010 (including 2010 Hybrid server) Collaboration Software: SharePoint 2007/2010 Online, SharePoint Designer, web hosting using SharePoint; Unified Communications: Office Communicator Online, Lync 2010 Online Productivity Software: Microsoft Office 2003/2007/2010/2011, Entourage 2008, OWA for Exchange 2007/2010. Additional troubleshooting pertaining to: ADFS Configuration for Single Sign On, Staged Migrations to the Cloud including Hybrid Deployments, Cutover Migrations to the Cloud from Exchange, IMAP and POP services (Hosted and on-premise), DNS Troubleshooting, Mailflow troubleshooting, Directory Synchronization of on-premise Active Directory, Configuration of Cloud Services including setting up Inbox Rules, Journaling, MailTips, Security Groups, etc. Sept ’11 – Apr ‘12 Feb ’11 – Sept ‘11 Oct ’10 – Feb ‘11 Mapei & Polyglass – (Contract) Deerfield Beach, FL Desktop Support Utilized Symantec pcAnywhere, UltraVNC, and RDP softwares Hardware and printer troubleshooting of IBM/Lenovo PCs Software troubleshooting of Microsoft Office 2003 & 2007, Cisco VPN Client Jul ’10 - Sept ’10 HCL America, Cary, NC Service Desk Agent Internal Desktop and HelpDesk support for Dr. Pepper Snapple Group employees and vendors through hardware troubleshooting of HP Desktops & Notebooks, Various Mobile Phones, Cisco, Avaya & Lucent IP Phones, Various Brand Name networked and personal printers, and Wireless Devices (Apacheta Handhelds and RF Guns). Administered software troubleshooting of DPSG imaged Desktops and Laptops: Including but not limited to Microsoft Office 2003 & 200, Octel Voicemail, SAP Netweaver, Nortel VPN Contivity, RSA SecurID, BMC Remedy Software (used in ticketing as well), etc. Nov ’09 – Apr ‘10 Cisco Systems, (Contract) - Morrisville, NC GTRC Analyst Internal Desktop and HelpDesk support for Cisco employees and vendors. Hardware Troubleshooting of IBM ThinkPads, HP Desktops, Mobile Phones, Cisco IP Phones, Cisco 800 Series ECT/CVO routers. Software Troubleshooting of Cisco imaged Desktops and Laptops: Including but not limited to Cisco IP Communicator (softphone), Unity Voicemail, Unity Call Manager, Cisco Secure Services Client (Wired/Wireless Client), Cisco Systems VPN, Remedy/Alliance Software (used in ticketing as well), etc. Sept ’08 – Jul ‘09 Perimeter eSecurity, Morrisville, NC. Network Engineer Tier I Command Center Analyst Monitored Networking devices to include ASAs, Routers (Cisco & Extreme Networks), Pixes, Core Devices (Servers, etc.) Fortinets, Catbird, Netscreens 1st Level Troubleshooting of all network devices to include Latency Issues, Complete and Partial LAN and WAN outages, Notifying various Telcos, coordinating local dispatches with said Telcos, Notifying respondents and responsible parties in a timely manner, Escalating to 2nd Tier Networking. Configured Routers, Pixes/ASAs, and switch according to customer requests. For example creating NATs for VPN and Checkpoint Firewall access. Determined the cause of source to destination disconnects using debugs and log buffers Helpdesk and Desktop troubleshooting for various hotel guests, employees of companies in varied industries and varied countries. Charted outage trends and escalating all chronic and serious issues. Feb 08 – May 08 Mar 07 – Feb 08