• Over 11 years’ experience in Desktop& Network support engineering role.
• Azure AD/AD Connect, AD On-Prem, Exchange Online, Proofpoint, SharePoint Online, SSO
• Level 2 and Level 3 Support for problems identified within act as an escalation for Level 1 and Level 2 Managed Services support technicians
• Troubleshoot and resolve system issues. Identify and help implement prevention measures. Follow Severity 1/outage procedures and processes.
• Participate in after-hours upgrades, troubleshooting, and/or on-call availability as scheduled.
• Continuously improve and automate administrative and operational tasks by leveraging automation, scripting (PowerShell), and 3rd party tools.
• Create and maintain documentation as it relates to server equipment, and configuration(s).
• Follow and help maintain formal procedures and policies related to server operating patching, system security, database integrity, performance monitoring and system changes. Responsible for integration with Microsoft Exchange and Office 365 as part of lifecycle and transfer projects across multiple customers.
• Clarification of technical details with the customer as well as initial installations of new applications. They prepare installation instructions and, if necessary, support the downstream offices for technical clarifications on site at the customer.
• Provide 3rd level support in the incident management process and support the team in task forces. Solving complex problems and errors completes your mission.
• Working with Cloud Migration and Office 365.
• implementing and operating large scale O365 email systems
• systems support experience with Azure Active Directory
• systems support experience with Microsoft Dynamics
• systems support experience with Microsoft Skype Online
• managing third party vendor relationships and offshore development teams to achieve business outcomes
• Experience with complex, multi-brand, multi-channel retail environments
• Proactive and dynamic – able to identify and resolve issues quickly.
• Ability to work under pressure and manage multiple priorities in parallel plan timescales and the resources needed
• clarify a client's system specifications, understand their work practices and the nature of their business
• organize training for users and other consultants
• Advising and conducting ICT infrastructure identification and protection.
• Provide assessments of significant outage incidents, health, performance, availability, and reliability of the ICT infrastructure.
• Advise on and provide inputs to planning teams to address areas of concern for the developmental planning of cloud-based capabilities for the operation, protection, and defense of the ICT infrastructure.
• Conduct research and analyses to identify issues and priorities affecting ICT operations;
• Provide guidance on mitigation/remediation strategies and situational awareness across the ICT infrastructure to improve defensive posture.
• Collaborate with Canada and Australia key partners to determine and provide advice on Tactics, Techniques and Procedures (TTP) to mitigate threats to critical ICT infrastructure.
• Support essential functions across a wide range of hazards through Continuity of Operations Planning (COOP) testing, and sustainment.
• Develop executive summaries with mission impact, key findings, implementation cost, and time to implement for identified infrastructure vulnerabilities and single points of failure.
• Develop risk mitigation reports for mission vulnerabilities and single points of failure including time to impact, time to restore, mitigation recommendations, cost to implement, and time to implement.
• Develop white papers, decisions papers, and/or talking papers for identified vulnerabilities and single points of failure.
• Develop presentations highlighting assessment findings, vulnerabilities, single points of failure, and mitigation activities.
• Support analytical assessments to include occasional travel accompanying Government personnel.
• Manage and monitor all installed systems and infrastructure
• Install, configure, test and maintain operating systems, application software and system management tools
• Proactively ensure the highest levels of systems and infrastructure availability
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Maintain security, backup, and redundancy strategies
• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
