Jermaine Michaux

· Leads and manages help desk and systems analysts to ensure efficient and effective operations.

· Manages IT vendor relationships, negotiating contracts and reducing cost by 15% while maintaining high SLA levels.

· Creates and maintains corporate asset management files tracking all hardware and software purchases assigned to employees.

· Provides monthly reports to senior management on assets purchased and allocations.

• Collaborates with managed service providers and internal staff to oversee the management, enhancement, and protection of core platforms like Microsoft 365, including Teams, Teams Phone, Sharepoint, OneDrive, Intune/Endpoint Manager, Azure Active Directory, and Purview.
• Training and Development: Foster the professional growth of all teams through training programs, skill development initiatives, and knowledge sharing.

· Management in administering and configuring mobile devices for enterprise uses via Office 365, Intune standalone, and Azure Active Directory environments.

• Managed Hybrid Office 365 tenant with over 15,000 mailboxes and implemented security best practices for the environment.

· Integrated Single sign-on (SSO) for enterprise applications via LDAP, ADFS/AZURE.

· Administered Active Directory Federation Services (ADFS) to include creation, maintenance and troubleshooting of relying party trusts.

· Responsible for Group policy creation, modification and troubleshooting.

· As a windows and messaging engineer, participating in various projects assigned to me and helping the client's operation in Office 365, Azure, on premise Exchange, Exchange online, MS Teams.

Windows AD, Domains, building new servers, troubleshooting client/server issues, resolving servers, outlook and MS Teams issues, replication, directory synchronization, ADFS, AD Connect issues, creating & testing transport/EOP rule in QA and then apply in Production, assigning licenses to Teams users, resolving ServiceNow tickets, patching servers, etc

· Created, tested and deployed packages for corporate software and third-party vendors to a global environment of 25000.

· Creating and updating the Various PowerShell Scripts for windows, Active Directory, AZURE AD and o365.

• Responsible for Servers Health Check and performance monitoring for all the Window servers.
• Responsible for Windows 10 technical support.

· Provide Intune Mobile Device Management (MDM) support for 30,000 mobile devices.

· Deployed Windows workstation patches.

• Created packages, collections and advertisements for software deployments.
• Created tools to easily repair WMI and SCCM clients remotely.

· Deploys and deliver Windows and Linux in a VMware environment

· Manage day to day for Microsoft environment (Windows, AD, Exchange,)

· Administer virtualized storage environments and storage replication products.

· Provision appropriate sized solutions including CPU, memory, production failover, and replication requirements.

· Install, upgrade, and maintain operating systems and application software across a mixed environment of Linux and Windows servers.

· Serve as the technical interface with other Platform and Engineering teams.

· Work to break down project requests, infrastructure needs, and operational support work into technical tasks and assignments.

· Coordinate and perform technical response activities for major incidents and outages.

Support a broad spectrum of technical issues, performance troubleshooting, partner with development teams on complex issues, and leverage tools/script to automate process. improvements.

• Collaborated with IT team members to develop comprehensive disaster recovery plans, enhancing business continuity efforts.
• Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
• Ensured optimal server uptime, monitoring system health and performing routine maintenance.
• · Work with end users to document and troubleshoot IT related issues with software, server, computer, storage, telecommunication, and network systems.
• Desktop Hardware/Software installation and support: Updates, installs, configuration, troubleshooting and resolution.
• Diagnostic assistance at all levels to determine the cause and resolution of problems encountered in the use of desktop hardware and software.
• Maintain workstation security using various technologies such as endpoint protection software, data encryptions, application whitelisting's.
• Manage and perform equipment relocation, installation, and preventive maintenance of computer systems hardware, documentation, and peripheral devices, to include surveying new installations and moving IT equipment as requested.
• Provide printer maintenance: install, configure, troubleshoot, upgrade, replace, and maintain all types of network and local printers.
• Provide software support to include releases/upgrades/patches, configuration, troubleshooting and resolution for various commercial software packages.
• Provide software integration, identification of products to meet customers' requirements current and future.
• Provide assistance and training to other Help Desk technicians in solving advanced users' problems and inquiries.

• Led engineering teams to successfully complete projects on time and within budget.
• Conducted technical evaluations of engineering designs and test results.
• Design and implementation of Exchange Online, Exchange Online Protection, Skype for Business, Active Directory 2008/2012, and Azure Active Directory.
• Design and implement migrations to Exchange Online from source environments other than Exchange.
• Administers Microsoft Office 365 cloud technologies like Azure, OneDrive, Yammer, SharePoint Teams, Lync Audio Conferencing.
• Configuration and set up of Azure ADFS and Active Directory Dirsync.

• Evaluated emerging trends in the field of Cloud Computing, recommending appropriate strategies for adoption within existing infrastructures.
• Provide Support for 22000+ end users.
• Administer Mailbox administration rights and assign ownership to user's mailbox. Set delegate permission, set "out of office" messages on behalf of employees who are away or on leave, Export PST files and recover Outlook deleted items.
• Accepts inbound telephone and email notifications for Enterprise Messaging support.
• Assist Agency Tier 3 support with Office 365 exchange/Outlook related issues.
• Administer and support Office 365 and MS Exchange policies.
• Provided technical guidance during client workshops and regional events.

• Diagnosed and resolved hardware and software issues.
• Collaborated with IT team members to develop comprehensive disaster recovery plans, enhancing business continuity efforts.
• Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
• Spearheaded inventory control measures to replenish and maintain IT equipment.
• Provide Support for 750+ end users and 80 retail locations
• Responsible for imaging of all PCs in the field and corporate
• Resolve history of problematic network failure by troubleshooting LAN/WAN connections between multiple stores for regional retail chain
• Setup and installation of all new field laptops and PCs
• Provide Tier I and II SCCM administrator support
• Oversight of installation on all data communications, twisted pair cabling in all new locations
• Plan and implement the migration of 265 Gmail accounts to Office 365 exchange online
• Configure and setup up Windstream VoIP phone systems for corporate office
• Perform software distribution and patch management to Windows PC, Laptops and Servers.
• Support all Mac BYOD USERS.

• Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
• Monitored system performance to identify potential issues.
• Provide support for 2500+ end-users
• Testing, operation, maintenance, installing, configuring, pricing, ordering, repairing, and troubleshooting all in-house servers and desktops as well as the day-to-day administration.
• Create and maintain all mailboxes, distribution lists, custom recipients, and set user limits on Exchange server Exchange 2003
• Install and configure a wireless network, including providing security.
• Active Directory, DHCP, DNS windows update services
• Participate in 24x7 On Call rotation.
• Troubleshoot, research, diagnose, document and resolve technical issues in Windows 7, XP, Server 2008 & 2012, MS Office, Outlook email setup and LAN/WAN connectivity issues.
• Support includes answering questions, troubleshooting problems, teaching/instructing customers regarding software or hardware functionality, and communicating policy.