Edwin Escobar

• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Maximized use of hardware and software by training users and interpreting instructions.
• Prepared references for users by writing clear operating instructions.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Configured hardware, devices and software to set up work stations for employees.
• Retained existing clients and developed daily new accounts by extending high quality and efficient support service.
• Collaborated with our Project Management Department and Infrastructure to achieve a successful Office 365 migration.
• Assessed technical complexity of tickets to escalate to Tier 3 team.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Patched software and installed new versions to eliminate security problems and protect data.
• Performed application and permission identification and remediation of Non-Active Directory Integrated Applications for users within the company domain.
• Performed an Entitlement Review - an audit concerning users' application access regarding 49 corporate applications
• Created Global Security groups with the assistance of Infrastructure to leverage database access for users in Active Directory
• Managing live streams for WebEx Meetings
• Imaged hardware such as thin clients, desktops, and laptops to maintain company global group policy and security standards across devices.
• Coordinated with third party vendors and Infrastructure to configure, deploy, and maintain printers across multiple sites.
• Performed administrative work for multiple applications such as health plans, in-house applications, and Microsoft Exchange.

Project involvement

• Migrated 214 users in 3 weeks from mobile email application GOOD to mobile device management Blackberry UEM
• Performed white glove treatment for Executive Administration concerning the updated Email Retention Policy.
• Authored and maintained Documentation and Standard Operating Procedures for HI-TRUST Certification.
• Set up and supported work stations for newly acquired sites
• Lead Support Technician for copier replacements at 13 sites.

• Client communication and interaction, including technical support via phone, email, and on-site service
• Management of clients' anti-virus protection through Kaspersky Security Console
• Management of email accounts through Exchange Servers and coordinating with Appriver hosting vendor
• Performing server maintenance
• Managing user profiles on Active Directory
• New employee training
• Developing troubleshooting protocols
• Installing hardware on server racks
• Configuring Vms and Hosts using XenCenter
• PC and network re-imaging
• Running and terminating Cat5e cables
• Configuring Exchange Servers

• Project Involvement:
• Office 365 Migration Project
• Set-up and management of Cisco Aeronet 1852 E Wireless Access Point Network 3
• Setting up Client W2K3 Exchange Server
• Developing protocol for troubleshooting iDrac Failure on File Server
• Deploying and managing Kaspersky AV through the Network/Kaspersky Security Console
• Exporting Xen Templates Through XenServer 7.0
• Lead Contact for coordinating with TelePacific to troubleshoot company-wide intermittent network connectivity Issues