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Sampson Anim

  • O365 Exchange Engineer
  • Atlanta
  • Aug 11, 2019
Telecommute Information Technology

Work Experience

Sr. O365 Lead Engineer
Jun 2018 - Ahold USA

• Migrating different business units to single Office 365 environment including on-prem exchange 2010/2013/2016 to O365 exchange online, Gmail Suite to O365 Exchange online using MigrationWiz/BitTitan, Running the Microsoft Pre-Flight tools
• Configuring and setting up Skype for Business audio conferencing for senior levels including directors, VIP, and SVP
• Day to day administration, support, maintenance and monitoring of Exchange Online, Skype for Business, OneDrive for Business and Azure AD
• Administration of Exchange mailboxes and Users accounts including provisioning, permissions, setting storage quotas, mail forwarding, and Mail import/export legal requests
• Working with management ITIL change management approval process
• Configuring MFA for O365 services
• Managing O365 license (E1, E3, E5) including assigning license to users and weekly license report
• Administering SharePoint Online, site and subsite creation, managing SharePoint site and permission, Managing O365Group SharePoint site permission and access including external access
• Day to day troubleshooting of Outlook issues for end users and other outlook settings like PST management, Rules and Deleted items recovery.
• Administration of Exchange mailboxes and Users accounts including provisioning through Azure AD, permissions, setting storage quotas, mail forwarding, and Mail import/export legal requests.
• Handling work related to Distribution Groups, O365Groups and Contacts creation / modification
• Perform Message tracking and troubleshooting to resolve mail delivery issues
• Provide Post-Migration Support in an Exchange/Gmail Hybrid Migration environment
• Provide Support to Microsoft Office 365's Cloud suite including Office, Skype for Business, SharePoint and OneDrive
• Knowledge of Office 365 platform, services, and associated configurations
• Working with Exchange 2010, 2013 and Exchange Hybrid servers
• Work with higher management on ITIL change management approval process and initiate Change Management tickets for changes needed by next level team.
• Attending Daily Change Management calls and speak on changes for change management approval
• Generating weekly status report
• Responsible for documenting all resolution procedures in ServiceNow and creating KB for the Service desk team
• Identified any issues with Microsoft ADFS and Azure AD Connect sync issues
• Act as SME on O365, supervising and receiving escalation from offshore team

Aug 2017 - May 2018 HCL America

Collaboration and Cloud Service - O365/Exchange administration
• Migrating legacy business units to single Office 365 environment including on-prem exchange 2010/2013 to O365 exchange online
• Day to day administration, support, maintenance and monitoring of Exchange on-prem and Online using O365 Health center, SharePoint Online, OneDrive and Skype for Business.
• Managing and administering MS Exchange 2010/2013/Hybrid Model in an enterprise environment and hands on experience in Exchange Online (O365), mailbox migration to Exchange Online
• Apply Exchange Server Patches, Lync 2010 and Skype for Business 2013 Patches
• Day to day troubleshooting of Outlook issues for end users and other outlook settings like PST management, Rules and Deleted items recovery.
• Managing E3 licenses needed for Microsoft Office365, and the amount of E5 licenses that would be needed for PSTN Conferencing, running O365 licenses reports
• Administration of Exchange mailboxes and Users accounts including provisioning, permissions, setting storage quotas, mail forwarding, and Mail import/export legal requests.
• Handling work related to Distribution Groups and Contacts creation / modification
• Perform Message tracking and troubleshooting to resolve mail delivery issues
• Running daily health check reports on Exchange Hybrid servers and Mail gateways and update necessary stake holders
• Troubleshooting of remote e-mail access using Outlook client with OWA, active sync or Outlook anywhere
• Theoretically knowledgeable about various Exchange 2010/2013 servers features like High Availability (DAGs), Email Server Health processes, Email Message hygiene, Mail routing and tracking
• Administering ADFS for Single Sign-On technologies
• Administering Directory synchronization tools like DirSync/AD Connect and gateways like EOP.
• Initiate Change Management tickets for changes needed by next level team.
• Attending weekly Change Management calls and speak on changes for change management approval.
• Assist Tier I, II and Deskside with training when tasks they should be able to resolve are escalated.
• Responsible for documenting all resolution procedures in ServiceNow.
• Monitor System Center Operations for critical alerts and notify next level team
• Handle permission related requests for shared mailboxes and terminated accounts
• Assisting users with setting up delegates for Calendars and Contacts
• Managing and administering Proofpoint email security system
• Participate in a Tenant-to-Tenant Migration using Quest on Demand Migration for Email

HCL-Contractor
Dec 2014 - Jul 2017 Cox Communication Inc

Sr. Executive/ O365 Support
Primary Responsibilities:
• Provide VP, Senior and Executive Support
• Desktop/Laptop and MS Surface Pro Image deployment, VPN and Remote Connectivity Support
• Providing Support and Administering Win Server, AD, SCCM, Exchange Hybrid environment and Skype for Business 2013
• Created transport rules, blocked spamming IP addresses and domain names in the Exchange system
• Provided support to users via phone, email, in-person or remotely to Exchange/Lync end-users
• Troubleshooting of issues related to MS Outlook, database health, and client access.
• Created and maintained documentation for Microsoft Exchange environments pertaining to changes, installs, and daily operation, databases, Active Directory, and some key PowerShell scripts to use.
• Provide detailed documentation of systems and applications deployed to the organization, provides consultation on new implementations, upgrades, expansions, and technology shifts
• Utilized PowerShell Scripts to automate processes and tasks.
• Created new user accounts, shared mailboxes, distribution lists and set quotas
• Effectively use enterprise class tools to execute processes and tasks necessary for the deployment, patching, upgrade and maintenance of desktop systems and applications locally and remotely
• Act as Technical Support Services point of contact for remote office locations
• Provide friendly, courteous and helpful service to all customers
• Work closely with team members to ensure that service and trouble requests are addressed in a manner that meets service level agreements and business goals and objectives
• Work as part of a project team member on major technical services projects
• Provides input for the overall design, installation, maintenance, and client integration with the network
• Logs all maintenance activity, knowledge base information, and solutions into the company's online systems
• Snow, Heat, BMC Remedy and UET ticking system
• Providing Support to O365 Users, track and capture all issue relating to O365 during deployment, find resolution and report back to the project team
• O365/Exchange SME including Mobile Device Support

Microsoft Project-Contractor
Aug 2016 - Nov 2017 Experis

O365 Engineer
Responsibilities:
• Execute, manage and lead a set of Office 365 customers (small business 10-1000 licenses) through the Onboarding process, via Email, remote assistance, and phone.
• Assist customers migrating on-prem exchange 2007/2010/2013 to O365 exchange online, Gmail Suite to O365 Exchange online
• Proven history of demonstrated technical skills in Exchange Administration including Exchange Online, Exchange 2007/10/13 and Exchange 2016, mail flow issue, delegation and permission issue and calendar access
• Assist Office 365 customers with configuration of onboarding tools and processes technology Initial setup of Office 365 (mail Flow, EOP, Active Sync, DNS, ADFS for SSO, AAD connect/DirSync, office installations, basic tasks when starting with Office 365).
• Analyze, develop and communicate key Onboarding process and technology improvements for Office 365
• Onboarding for the deployment cycle to customers, Documenting requests for service in the company ticketing system.
• Installation, configuration and support of Microsoft Office 365 on various platforms, creating script using Azure AD Module, windows PowerShell, Provide phone and remote troubleshooting support.
• Provide assistance to customers during Migration from migrating Exchange On-prem mailbox to Exchange Online, Migration Lync users to Skype for Business Online, managing and troubleshooting OneDrive for Business sharing and security, SharePoint online-managing sites and services.
• Configuring and setting up Skype for Business Cloud PBX and PSTN
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service for technically complex problems, ensuring accurate and timely resolution for assigned issues.
• Providing front line administrator and end user support for multiple clients both on Microsoft platform and Apple Mac.
• Noticing trends and recognizing reoccurring problems, administration and applications inside Office 365 suite.
• Collaborating with other engineers to find solutions. (Collaboration with Support Engineers at different levels and technology areas to find solutions), report software bugs and customer suggestions to the Ambassador leads.

O365 Support Engineer
Jul 2014 - Dec 2014 PIE Technology Consulting, Roswell-Ga

Primary Responsibilities:
• Managing, configuring and implement Exchange 2013 and migrating users to Exchange Online (O365)
• Migrating on-prem exchange 2010/2013 to O365 exchange online
• Created new user accounts, shared mailboxes, distribution lists and set quotas
• Created and maintained documentation for Microsoft Exchange environments pertaining to changes, installs, and daily operation, databases, Active Directory, and some key PowerShell scripts to use
• Provide L3 Support to customers, troubleshooting Outlook client 2010, 2013, OWA, Outlook Anywhere
• Created transport rules, blocked spamming IP addresses and domain names in the Exchange system
• Provided support to users via phone, email, in-person or remotely to Exchange/Lync end-users
• Installing, configuring and managing windows Server, AD users.
• Troubleshooting and resolution of issues relevant to computer hardware, Peripherals, Software and Printers.
• Respond to service request, professionally interact and collaborate with clients, other vendors and teammates
• Maintain inventory for parts and order parts as needed
• Maintained 90% uptime on client's networks through careful and preventative maintenance
• Set up equipment for clients, including installing cables and hardware, restored data, operating systems, files, documents and drivers, provided L 2 IT support to non-technical personnel within the business
• Perform routine maintenance on networks: runs cable, installs network cards
• Maintain system documentation, including licenses, user manuals, hardware and software inventory, security listings, and diagrams, Plans, maintains and supports networks to ensure overall availability and reliability of networked resources, Escalate issues immediately

project team member on major technical services projects
Jan 2006 - Mar 2014 Africa Centre for Economic Integration-Johannesburg

Feb 2006 - April 2014
Technology Support Personnel
Primary Responsibilities:
• Provided Tier II level IT support to issue including hardware and software
• Provide 3rd level application support, work with vendors to come out with a resolution on software related issue
• Managing Exchange Server 2007/2010, troubleshooting Outlook client, OWA, Outlook anywhere, Mail flow, Spam
• Onboarding and Off Boarding Users, Active Directory and Services
• Installing and configuring Windows 2008 server,
• Installation, Administration, Managing and Configuration of WIN 9X, WIN NT 4.0 Server, WIN 2000, WIN XP, WIN 7, Win8 PC's and Networks, work as part of a project team member on major technical services projects
• Performs scheduled and unscheduled technical analysis of PC-related failures; takes measures to mitigate problems; makes recommendations for improvement, monitored proper execution and form of all clients and gently adjusted their positions, perform routine maintenance on networks: runs cable, installs network cards
• Maintain system documentation, including licenses, user manuals, hardware and software inventory, security listings, and diagrams
• Plans, maintains and supports networks to ensure overall availability and reliability of networked resources
• Escalate issues immediately

IT Technology Trainer
Dec 2004 - Nov 2005 Oxford Business Institute

Primary Responsibilities:
• Coaching students in all IT Courses including PC Upgrades & Service Support, Networking, Ms Office Suite under City & Guide - UK, ICESA - South Africa, ICM - UK
• Involved in IT Training covering CompTIA A+ Certification, CompTIA Network + Certification, Microsoft Certification and Cisco Certification
• Increased enrollment by 90% in Adult Continuing Education and Enrichment programs by offering new and innovative programs, advised students on course selection, progress toward graduation and career decisions.
• Created curriculum and planned course content and methods of instruction.
• Employed a variety of assessment tools and strategies to improve instruction methods.
• Planned, evaluated and revised course content and course materials, supervised and evaluated students' laboratory work.
• Monitored students' academic progress and referred students who were struggling to campus resources.
• Taught courses in Information Technology to an all-ages college classroom, pointed students to relevant information about academic and personal support services available at the college, advised students on course selection, progress toward graduation and career decisions, created curriculum and planned course content and methods of instruction.
• Regularly ordered supplies for the classroom and laboratory, worked with an average of 8 students per class.
• Developed detailed daily lesson plans for activities, oversaw inventory and office supply purchases

System Support Specialist
Apr 2002 - Nov 2004 National Trust Hospital

Primary Responsibilities:
Directly monitoring and assisting Clients through Junior System Support Engineers and Serving as the node for various Systems Related Solutions, Technical Implementation, Training, Procurement and Inventory Management. Professional responsibilities construe Systems Hardware Integration, Troubleshooting and resolution of issues relevant to computer hardware, Peripherals, Software and Networks, LAN Maintenance, Maintenance of Third-Party Systems on Contracts, Service Schedules and Documentation. Additional accountabilities included overseeing Network Connectivity, Design and Implementation of small LAN, Servers, the installation, configuration and Troubleshooting of Printers, Scanners, Remote Access and Storage Devices.
Achievements:
• Earned a reputation for quick response to technical problematic queries, prioritizing user requests and resolving complex issues. Successfully resolved many issues and created a systematic method of downtime processing to a short time. Always ensured that users were attended to soonest and contacted telephonically to assure them of optimal service.
• Monitoring and coordinating Systems Integration, Troubleshooting and maintenance, Data Recovery with Third Party Data Management Tools and providing telephonic solutions for queries that required meticulous technical support skills for upgraded Systems with low configuration to contemporary feasible technical standards. Win 9x to WIN NT, WIN 2000, Linux. Also configured systems for optimal performance on the LAN, e-mail on Outlook, Internet sharing using third party tools, service of Dot Matrix Printers, etc
• Design, implementation and integration of systems for small LAN on Windows NT, 2000, WIN 9X with internet connectivity and network Hardware for multi user environment.
• Preparing Technical Documentation and Content Management.
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CGA Consultant & Kolloc System
Dec 2000 - Feb 2002

Technical Support Specialist
Primary Responsibilities:
• Maintained 90% uptime on company networks through careful and preventative maintenance.
• Resolved virus and malware issues with a 100% success rate.
• Set up equipment for clients, including installing cables and hardware.
• Installed software and operating systems on company computers.
• Set up and configured hardware and software on company equipment.
• Maintained accurate hardware and software inventories.
• Restored data, operating systems, files, documents and drivers.
• Trained both internal and off-site users in repairing and resolving recurring issues.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Ordered necessary supplies and parts to repair malfunctioning hardware.
• Set up staff workstations with PCs, Macs and laptops, provided base level IT support to non-technical personnel within the business.
• Earned a reputation for quick response to technical problematic queries, prioritizing customer requests and resolving complex issues. Successfully resolved many issues and created a systematic method of downtime processing to a short time. Always ensured that the customer was attended to soonest and contacted telephonically to assure them of optimal service, design, implementation and integration of systems for small LAN on Windows NT, 2000, WIN 9X with Internet Connectivity and Network Hardware for a multi user environment.
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Education

MBA - IT/Project Management and Master's
Dec 1998 -
Bachelor of Science - Information Technology
- Dec 2015 Colorado Technical University
- Dec 2000 ProCurve Institute