Georgette Harris
Laurel,MD
Summary
I'm a results-oriented Senior System Administrator who specialize in advanced knowledge M365 products and cloud services management. I have a passion for providing high level customer service in problem-solving, time management, and adaptability, ensuring seamless operations and project success with a passion for continuous learning and innovation. .
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Services Analyst Sr 365 SME
USDA (Contract)
Washington, DC
12.2018 - Current
- Served as an administrative support resource for a range of M365 services and products encompassing Exchange, Teams, OneDrive, SharePoint Office Web Apps ,and Entra (AD)
- Demonstrated team's performance through consistent preparation of weekly (WAR) and monthly (MSR) reports outlining assigned tickets/tasks along with their timely completion
- Migration of Exchange mailboxes from on-prem to Office 365, configuring and managing Exchange Online Protection (EOP) and Exchange Online Archiving (EOA)
- Responsible for running various eDiscovery workflows including legal holds, content search on custodial data sources such as mailboxes, OneDrive/ SharePoint and Teams sites, for data collections and preservation, case permissions and .pst exporting
- Identifies and troubleshoots Outlook connectivity issues, managing permissions and transport rules, performing mail merge/purge
- Manages DLP policy for sensitive labels, data retention using tags and policy for org- wide setting and exclusion groups like Capstone user, records management
- Develops and maintains PowerShell scripts used for automating org wide processes to support M365 environment
- Tests and documents M365 products and services in the test environment before submitting change requests and risk assessment before enabling in production
- SharePoint site creation/deletion, role/permissions management, document libraries, audits, restorations, and IRM settings
- Developed and maintained technical guides for M365 products and services.
- Managed licensing inventory and group base value for bulk licensing
- Managed and administered Entra (AzureAD) including user/group management, MFA, PIM, API Apps registration, SSO PKI certificates, and conditional access
- Facilitated troubleshooting support for USDA customers by serving as a liaison for vendors including Microsoft, Polycom, Cisco, Proofpoint
- MS Teams Phone user and operators assignment, release and removal
- Utilized Z-band system for digital messaging signage to post important communications within the organization.
Desktop Support Specialist (Project Lead)
US Merit Systems Protection Board (Contract)
Washington, DC
03.2016 - 12.2018
- Provided installation and break/fixes for laptops/desktop, software (OS), mobile devices, thin client, printers/scanners
- Managed IT onboarding process by providing orientation and deploying computer systems for new staff members; retrieved company equipment from separated employees.
- Created a checklist for Microsoft Windows 10 deployment upgrades for company headquarters and regional offices
- Delivered comprehensive IT Infrastructure training to newly hired helpdesk support team members, focusing on desktop applications and network layout
- Offered IT support for conference room setups and special events
- Responsible for processing New IT Assets into system, facilitated vendors repair and decommission old assets
- Partnered with management to establish protocols that enabled the support team to meet SLAs
- Created and submitted weekly, monthly, and quarterly inventory audit reports to CIO
- Created and managed users/groups accounts in AD, O365 Admin center and ISE powershell
- Performed system upgrades including operating system installs, application installations and patching.
- Configured new users and hunt groups in Shortel for VoIP.
- Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.
Senior Help Desk Technician
WMATA (Contract)
Washington, DC
09.2014 - 03.2016
- Created user accounts, managed passwords, configured Outlook profiles and provided other assistance as needed.
- Assisted in the development and updating of technical documentation and support guides.
- Provided users with general TCP/IP connectivity support in a LAN/WAN/VPN environment.
- Installed computer systems, printers, scanners, copiers and other peripherals in accordance with company standards.
- Spearheaded a projects related to system upgrades or migrations from Win XP to Win 7
IT Asset Management& Desktop Support Specialist
Food and Drug Administration (Contract)
Washington, DC
04.2013 - 08.2014
- Responsible for the imaging of desktops, laptops, as well as server machines which were then shipped to various local and field offices
- Provided training sessions for end users on how to use their workstations efficiently.
- Managed inventory control by maintaining daily logs and updating property management systems
- Utilized Service Center Manager ticketing system to process all IT equipment requests made within the FDA.
- Coordinated with vendors on service requests such as repairs or replacements of defective equipment.
- Participated in projects related to the deployment of new technologies or infrastructure upgrades.
Tier I Help Desk Analyst
Food and Drug Administration (Contract)
Washington, DC
08.2010 - 04.2013
- Provided users accounts password resets (AD), desktop configurations and troubleshooting network connectivity.
- Mobile device support with blackberry, tablets and cellphones
- Performed remote diagnostics on user systems to resolve problems quickly.
- Assisted customers with basic software and hardware setup and configuration.
- Configure and troubleshoot RCA, VPN, Citrix Sessions
Education
General Studies
Magruder High School
Skills
- Entra (Azure AD) and Active Directory
- HTML, XML, PowerShell scripting and automation
- Exchange Online and On-prem
- Windows Server 2008,2012, 2016
- TCP/IP, HTTPS, SSL, TLS, SMTP, LDAP, FTP, POP3, IMAP
- Window OS, Mac OS
- IOS and Android mobile Devices
- M365 Purview eDiscovery
- Proofpoint Administration
- Microsoft 365 Intune
- MS Graph API/EXPLOER
- SaRA, MFCMAPI tools
- Polycom, Cisco & Surface Hub VTC
- MS Teams Phone , Cisco VOIP
Certification
- A+, 2009
- Network+, 2009
- MOS Certified, 2009
- DevOps Foundation certification, 2019
- Certified Scrum Master (CSM), 2023
- Microsoft Certified: Identity and Access Administrator Associate (SC-300), 2024
- Microsoft 365 Certified: Administrator Expert (MS-102), 2024
References
References available upon request.
Timeline
Technical Services Analyst Sr 365 SME
USDA (Contract)
12.2018 - Current
Desktop Support Specialist (Project Lead)
US Merit Systems Protection Board (Contract)
03.2016 - 12.2018
Senior Help Desk Technician
WMATA (Contract)
09.2014 - 03.2016
IT Asset Management& Desktop Support Specialist
Food and Drug Administration (Contract)
04.2013 - 08.2014
Tier I Help Desk Analyst
Food and Drug Administration (Contract)
08.2010 - 04.2013
General Studies
Magruder High School
- A+, 2009
- Network+, 2009
- MOS Certified, 2009
- DevOps Foundation certification, 2019
- Certified Scrum Master (CSM), 2023
- Microsoft Certified: Identity and Access Administrator Associate (SC-300), 2024
- Microsoft 365 Certified: Administrator Expert (MS-102), 2024
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