Joseph DeYarmon

e:- Joseph DeYarmon t:- w: linkedin.com/in/jcdeyarmon Summary of Qualifications --------------------------------------------------------------------------------------------------------A committed, organized, innovative and experienced Technical Solutions Engineer with proven success in on-prem software/cloud onboarding, network and cybersecurity, database management, programming, systems design, process development, Quality Assurance (QA) testing, and troubleshooting. Highlights of my professional experience includes: • Technical solutions care & soft skills • QA testing with SQL, Java, and Selenium • Email, cloud, and on-prem configuration • SaaS & PaaS onboarding assistance • Cybersecurity & network best practices • Data analytics • Advanced database query writing & administration • Software & Apps: Microsoft Office 365 (OneDrive, SharePoint, Word, Excel, PowerPoint, Access, OneNote, Outlook, and Skype for Business/Teams), MS Active Directory, MS Visual Basic, Windows XP through 11, Adobe CC 2019 (Photoshop, Dreamweaver), Atlassian Suite (Confluence, Jira, Bitbucket), Selenium, Oracle SQL Developer, Oracle-OMIS, Lotus Notes, JUnit, Jenkins, Google Apps, Dropbox, Command Prompt, PowerShell, Slack, Salesforce, GitHub, ServiceNow, BMC Remedy, Edgehealth, Polaris, ICOMS, BLMPS • Programming languages: ASP, ASP.net, C++, HTML, CSS, Java, JavaScript, VB, Lua • Active Certifications: ITIL V3, A+, I+, Network Security, CCNA 1 & 2 • Hardware: PC, Mac, PlayStation (PS), Xbox, Gear VR, mobile devices (iOS, Android) • Security: Confidential and SECRET/ENTNAC (expired, eligible for reinstatement) Work Experience --------------------------------------------------------------------------------------------------------Microsoft O365 Technical Consultant, 2017-current, Experis/Microsoft, Remote • Installations and onboarding for Microsoft Office 365 on Windows, MacOS, iOS, and Android • Set up, migrate, and troubleshoot in a remote desktop environment • Educate clients on the current features, security, and updates with the cloud environment • Configure and support email setup for Microsoft Outlook • Analyze and provide feedback on the deployment process and technology improvements throughout the software/platform lifecycle • Participate in special projects for user testing and validation of new products and features • Responsibly assist customers in a remote/off-site workspace Skills/Programs Used: Microsoft Office 365, Onboarding Support, Remote Desktop, Customer Service, Email Configuration, Microsoft OneDrive, Microsoft Lync/Skype for Business, Microsoft Active Directory, Microsoft Exchange, Microsoft SharePoint, Azure Active Directory Connect, PowerShell, PaaS, SaaS, CRM, Analytics & Testing Office 365 Concierge Onboarding Ambassador,-, Avanade/Microsoft, Remote ______________________________________________________________________________ Joseph DeYarmon e:- t:- • • • • • • • • • Lead business customers (corporations, small business, and non-profit organizations) through the onboarding technical process and installations for Microsoft Office 365 on PC, Mac, Android and iOS Analyze and provide feedback on the deployment process and technology improvements throughout the software/platform lifecycle Develop, foster and maintain effective customer relationships while driving positive customer satisfaction Assist with DNS record verification Configure and support email setup for Microsoft Outlook Mentor an internationally distributed team in the US, Canada, Mexico, and Philippines Received “Concierge Leaderboard Challenge” acknowledgement and reward for assisting team members with guidance and instructions “Innovative Challenge” Winner for company-wide Office 365 initiative Responsibly assist customers in a remote/off-site environment Skills/Programs Used: Microsoft Office 365, Onboarding Support, Customer Service, Email Configuration, Skype for Business (Lync), Microsoft Active Directory, Microsoft Exchange, Microsoft SharePoint, Azure Active Directory Connect, PowerShell, PaaS, SaaS, CRM, Analytics & Testing Senior Business Systems Call Center Analyst,-, TechFlow, Inc., California • Assist government contractors, DOD and GSA on the Federal Service Desk system • Usability analysis and testing for software and web-based app releases • Create customized queries across multiple databases with Oracle SQL Developer • Manage role mapping and business rules that allow roles access to back-end tables • Run queries against CODB tables to generate BIRT reports • Join tables across different schemas to compile more robust results • Provide support for VPN, TCP/IP, ENT and guest wireless • Update the company's Wiki with SOPs in Confluence • Run and write automated tests in Selenium to troubleshoot different user accounts • Collaborate closely with developers and BAs to resolve usability and functionality issues • Identify problematic patterns and report them to the Problem Manager per ITIL • Translate data and user types into a methodology for a best possible resolution • Security Clearance: Confidential (inactive, eligible for reinstatement) Skills/Programs Used: Microsoft Office 365, Onboarding Support (Registration), User Support & Role Mapping, Email Configuration, Confluence, HipChat, Microsoft Lync, Oracle SQL Developer, ServiceNow, Lotus Notes, Selenium, Java, Jenkins, JUnit, ITIL V3, Training, QA, Testing Technical Support Rep,-, Daybreak Game (formerly Sony Online Entertainment), California • Assist consumers with troubleshooting in-game technical and software issues • Consult with customers on software and hardware game compatibility • Test game play and reported feedback to QA and Development teams • Redesign the Customer Service Support intranet (CSTechWiki) • Create and publish a weekly informative (problems and solutions) newsletter • Acknowledged by the Departmental Executive for my outstanding QAs • Assigned to TSR 2 tasks to develop quality grading and training for Customer Service Reps ______________________________________________________________________________ Joseph DeYarmon e:- t:- Skills/Programs Used: Microsoft Office 2011 (Excel), Microsoft O365, Technical Support (Software & Hardware), Technical Analyst, Billing Support, Moodle, Wiki, QA, Training, HTML, CSS, JS, SQL Customer Care Representative,-, Time Warner Cable, Ohio • Retain existing customer/services through the use of proactive customer service/consulting • Create channel lineup user analysis in Excel during the bandwidth reclamation • Able to forecast and test usability for the new Digital Guide and TWC app Skills/Programs Used: Microsoft Office 2010 (Excel), Avaya, Cisco, Technical Support (Software & Hardware), Customer Care, Email Configuration, Remedy, Edgehealth, Polaris, ICOMS Technical Support Representative,-, Cox Enterprises Inc., Virginia • Consult with customers on email setup options, web page setup, apps and devices • Resolve problems on the first call with a minimum of transfers by consistently improving personal technical knowledge and understanding • Develop various spreadsheets and databases for Call Center productivity and Quality Control • Assist Operational Support with user testing and data mining for online and IVR systems Skills/Programs Used: Microsoft Office 2003 (Excel), SQL, Director, Avaya, Cisco, Technical Support (Software & Hardware), New Installation Support, Customer Care, Email Configuration, User Testing, Data Mining, Remedy, Edgehealth, Polaris, ICOMS Personnel/Human Resources Manager,-, U.S. Air Force • Served on Active Duty, Honorably, for over 8 years • Promoted to the rank of E-4 Senior Airman • Personnel/Human Resources Manager of the Year – 1993 • Create BLMPS database reports and queries for better time efficiency • Manage information through automation tools, databases and reporting tools • Regularly participate in “high-level” decision making processes • Develop interactive and print projects in Adobe CS • Implement projects to better the quality of my daily work performance • Conduct and oversee performance appraisals, disciplinary actions, and other actions • Nominated for STEP (STripes for Exceptional Performers) – Base level • Security Clearance: SECRET/ENTNAC (expired, eligible for reinstatement) Skills/Programs Used: Microsoft Excel, Word, Access & PowerPoint, Harvard Graphics, Onboarding, Human Resources, Office Administration, Adobe CS, Database Administration & Analytics, TR Monitor Education --------------------------------------------------------------------------------------------------------A.A.S. Network Security, ECPI College of Technology, Newport News, Virginia, 2004, 4.0 GPA (Suma Cum Lade), Phi Theta Kappa Member (Honors Society) ______________________________________________________________________________ Joseph DeYarmon e:- t:-