Kurt Richardson: in Irvine, CA

• 7-member team providing full-time identity account administration for 1,000's of users. • O365 • Azure AD • Exchange Online • Lync • Network connectivity • Documentation. • Azure AD experience used to manage user IDs, identity groups, and RBAC policies. • Exchange know-how used to manage mailboxes, distro lists, Outlook connections. • Prior knowledge of ServiceNow ticketing system used to leverage ITSM practices. Anajet, Inc., Tustin, CA. Technical Support Specialist • Windows Server/O365/VMware/Win10 environment administration for 40+ users. • Managed user expectations by managing service requests and keeping users informed. • Minimized downtime and saved $ via high system-availability and user-connectivity. • Leveraged VoIP know-how to manage Shoretel extensions, groups, back-ups.

• Tier I/II support on team of 10 for 100+ Windows/Citrix/O365 users. • Opened and closed ~10 tickets daily, logged requests in Service Desk Manager. • Local O365 user migration, imaged/deployed 30+ systems, HP thin-client upgrade. Comfort Keepers, Irvine, CA. Help Desk Analyst • SPOC provided Tier I/II remote support for 100+ franchisees. • Logged requests in HelpSpot, accounts set up in SmartMail. • Helped manage O365 migration and user configuration.

• 5-member team supporting 70+ internal clients under Windows/Citrix environments. • Worked with MSP to provide high-system availability and back-end support. • Leveraged VoIP know-how to create Vonage extensions, groups, back-ups. • Proactive local/remote support for corporate Windows and Citrix users.

• 10-member team supporting 200+ corporate users under Windows/Citrix. • Resolved ~10-15 tickets in Track-IT daily with a ~ 90% first-call resolution rate • Installed, deployed, configured, and updated Windows-based systems. • Migrated PPB users to O365, migrated Independence Bank users to PPB.

• Tier I/II support for 200+ users under Windows 2012/2008 environment. • Active Directory, Exchange, Windows 10/7, Symantec, Avaya, VPN, MDM. • Viruses/malware, installs, patches/upgrades, connectivity, mobile. • Worked on team to migrate HGST Lotus Notes users to O365.

• Tier I support for 1,000+ in-facing users under enterprise Windows/Citrix environment, • Supported Active Directory, Exchange, Office, Windows XP, Citrix, VPN, Mainframe. • Completed 20-30+ calls per day within a 15-minute turnaround at 85% resolution rate. • Installations and upgrades, applications support, remote desktop, network connectivity.