Latasha Whitlow
Miramar,FL
Summary
Experienced Exchange Administrator with over 23 years of technical expertise. Level 3 global support engineer. Extensive experience deploying, configuring, and supporting Microsoft Exchange 2007 –2022 on Windows Server environments. Strong Administration skillset for Active Directory within Windows Servers creating and maintaining user accounts, managing group policies, DNS, etc. Troubleshoot Exchange Server and Outlook connectivity issues after migrations checking user profiles and outlook configurations. Experience providing resilient solutions for email infrastructures. Provided user support and troubleshooting of Active Directory environments. Vast experience troubleshooting issues with Outlook, Exchange server, ActiveSync and OWA. Proficient in database administration. Experience with Active Directory implementations and administration. OS experience in troubleshooting Windows XP, Vista, 7, 8, 10, and Apple operating systems. Experience with virtualization via VMWare platform. Proficient in Microsoft Office Suites 2003, 2007, 2010, 2013, 2016, 2019. MS Outlook, Word, Excel, Visio, Power Point, OneNote, and Skype for Business. Experience logging all calls, and results into ticketing systems. Possess outstanding customer service skills. Able to maintain a steady and productive flow of business.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Microsoft 365 Administrator
Immigration Customs Enforcement’s (ICE)
09.2023 - Current
- Custom engagement and onboarding support for small business and Enterprise Corporation to Office 365
- A typical request involves configuration, deployment and advancement
- Troubleshooting for Microsoft Teams, Skype for Business, Office Pro-Plus, Exchange Online, SharePoint, Data Loss Prevention, Azure Active Directory, Outlook 2016 Exchange Online Protection, Archive, Retention Policy, Security Configuration, Mail Migrations
- Completed (Multiple) Microsoft internal accreditations for delivery of security assessments for Office 365
- Assist with PowerShell scripts for office 365/Exchange
- Availability for traveling for custom support engagement; onsite delivery of security evaluations
- Help collaboration with multiple services teams including vendors for Office 365 implementations, migrations
Microsoft 365 Admin/ Team Administrator
Dell PNC Support
08.2021 - 07.2023
- Company Overview: Remote
- Troubleshooting for Microsoft Teams, Skype for Business, Office Pro-Plus, Exchange Online, SharePoint, Data Loss Prevention, Azure Active Directory, Outlook 2016 Exchange Online, Azure AD portal Protection, Archive, Retention Policy, Security Configuration, Mail Migration
- Assist with setting up users in the office 365 portal
- Configure Outlook & Personalization of Outlook Client
- License management
- Microsoft Teams - assist with consultations, troubleshooting, creating, administering, planning, and implementation of Microsoft Teams sites for Microsoft O365
- Remote
Office 365 Security and Compliance Center /Desktop Admin Support
Bank Of America
06.2020 - 07.2021
- Company Overview: Remote.
- Consulting administrators on how to utilize and navigate the O365 admin portal, the Security and Compliance Center, and the Azure AD portal.
- Monitor user inboxes, phishing emails, and purge emails from the mail system, and block bad emails.
- Troubleshooting Office Pro Plus, Exchange Online, SharePoint, Outlook 2016, Exchange Online.
- Remedy IT Services Management Ticketing System.
- HP Computer Remote Desktop Support.
- Assisting customers with uploading files to OneDrive for Business online, syncing OneDrive for Business online files to PCs, and local environments.
- Also sharing, recovering, and backing up files.
- Troubleshooting for Microsoft Teams, Skype for Business, Office Pro Plus, Exchange Online, SharePoint, Data Loss Prevention, Outlook 2016, Exchange Online Protection, Archive, Retention Policy, Security Configuration, and Mail Migrations.
- Remote
- Ensured compliance with company policies regarding security access controls for Office 365 applications.
- Resolved complex technical problems related to Office 365 applications.
- Identified areas where improvements could be made in terms of system administration processes related to Office365 deployments.
Microsoft Premier Field Engineer
JDA Technical Service Group
06.2019 - 02.2020
- Company Overview: Salary
- Custom engagement and onboarding support for small business and Enterprise Corporation to Office 365
- Typical request involves configuration, deployment and advance
- Troubleshooting for Microsoft Teams, Skype for Business, Office Pro-Plus, Exchange Online, SharePoint, Data Loss Prevention, Azure Active Directory, Outlook 2016 Exchange Online Protection, Archive, Retention Policy, Security Configuration, Mail Migrations
- Completed (Multiple) Microsoft internal accreditations for delivery of security assessments for Office 365
- Assist with PowerShell scripts for office 365/Exchange
- Availability for traveling for custom support engagement; onsite delivery of security evaluations
- Help collaboration with multiple services teams including vendors for Office 365 implementations, migrations
- Salary
O365 Premier Support Engineer
Microsoft, Charlotte, NC Experis
07.2015 - 06.2019
- Company Overview: remote
- Assist O365 administrators for fortune 500 companies with a variety of technical issues related to O365
- Consulting administrators on how to utilize and navigate the O365 admin portal, Security and Compliance, and the Azure AD portal
- OneDrive for Business – Assisting customers with uploading files to OneDrive for Business online, syncing OneDrive for Business online files to PC’s and local environments
- Also sharing, recovering, and backing up files
- SharePoint – assist with consultations, troubleshooting, creating, administering, planning, and implementation of SharePoint sites for Microsoft O365
- Exchange Online – Assisting, troubleshooting, consulting, planning, administering, and implementation of Cut over, Staged, and Hybrid migrations from on premise Exchange with Exchange Online
- Microsoft Teams - assist with consultations, troubleshooting, creating, administering, planning, and implementation of Microsoft Teams sites for Microsoft O365
- Skype for Business - assist with consultations, troubleshooting, creating, administering, planning, and implementation of Skype for Business on the O365 platform
- Remote
Microsoft Support Engineer
TELEPERFORMANCE
08.2010 - 07.2015
- Assist with setting up users in the office 365 portal
- Assist with installing Office Professional Plus 2010 and 2013
- Assist with Password Reset
- Configure Outlook & Personalization of Outlook Client
- Consulted clients interested in migrating from On-premises environment into the Cloud
- Support and consult to the Production Floor (Support Engineers) including the Quality Assurance Analysts
- Deployment of both New and Beta Products (Software and Hardware)
- Assist with adding Autodiscover MX, CNAME record with domain registers, GoDaddy, Network solution, 1&1
- Escalate issues as needed and maintained communication with customer
- Resolve customer issues at 2nd Tier Support
- Follow-up on Callback and Customer Satisfaction
- Acknowledge service requests (SRs) created based on communications between Technical Support Engineers (TSEs) and clients, with reviewable databases to assess best practice troubleshooting for general purpose an advance issue
- Sorted and filed correspondence and performed miscellaneous clerical duties such as answering correspondence and writing reports
Technical Support
TELEPERFORMANCE
08.2007 - 08.2010
- Accomplished Technical Support task with over 3+ years’ experience in Computer Operations, Technical and Help Desk support
- Received an average of 60 inbound calls daily
- Makes an average of 25 Outbound calls daily
- Provided Help Desk support on Modems, dial and Fiber Optic
- Excellent communication and diagnostic skills consistently solving problems reputation for productivity, complex problem resolution and professionalism
- Proactive self--starter known to initiate process, and system improvements to increase system stability, and help boost staff and customers productivity
Technical Support/Services Dispatch
TELEPERFORMANCE
06.2006 - 09.2007
- Accomplished Help Desk professional task with 5+ years’ experience in Computer Operations, Technical and Help Desk support
- Received an average of 100 inbound calls daily
- Provided Help Desk antivirus software support to thousands of users worldwide
Customer Service/Billing
TELEPERFORMANCE
01.2004 - 06.2006
- Achieved the highest levels of productivity, handling over 1,000 calls per week and averaging 200+ calls daily
- Resolved customer issue with billing and payment
- Sorted and filed correspondence and performed miscellaneous clerical duties such as answering correspondence and writing reports
- Earned solid reputation for resolving complex issues and providing exceptional customer service
Education
Microsoft Certified IT - Office 365 Collaboration Suite: Office Products including SharePoint, OneDrive for Business, Flow, Groups, Teams, Delve, Sway, Stream and Planner.
Boca Raton01.2013
High School Diploma -
Lindsey Hopkins
Miami, FL01.2000
Skills
- Policy writing
- User access control
- Resource optimization
- DBMS
- Customer service
- Reporting and documentation
- Continuous improvement
- Team collaboration
Certification
- 70-680 TS: Windows 7, Configuring
- 70-685 Pro: Windows 7, Enterprise Desktop Support Technician
- 70-662 TS: Microsoft Exchange Server 2010, Configuring
References
- Alfredo Saavedra, Onboarding Engineer Office365, (561)-480-6352
- Willmekka Davis, Health Care Assistant District Manager, (305)-731-4914
Timeline
Microsoft 365 Administrator
Immigration Customs Enforcement’s (ICE)
09.2023 - Current
Microsoft 365 Admin/ Team Administrator
Dell PNC Support
08.2021 - 07.2023
Office 365 Security and Compliance Center /Desktop Admin Support
Bank Of America
06.2020 - 07.2021
Microsoft Premier Field Engineer
JDA Technical Service Group
06.2019 - 02.2020
O365 Premier Support Engineer
Microsoft, Charlotte, NC Experis
07.2015 - 06.2019
Microsoft Support Engineer
TELEPERFORMANCE
08.2010 - 07.2015
Technical Support
TELEPERFORMANCE
08.2007 - 08.2010
Technical Support/Services Dispatch
TELEPERFORMANCE
06.2006 - 09.2007
Customer Service/Billing
TELEPERFORMANCE
01.2004 - 06.2006
Microsoft Certified IT - Office 365 Collaboration Suite: Office Products including SharePoint, OneDrive for Business, Flow, Groups, Teams, Delve, Sway, Stream and Planner.
High School Diploma -
Lindsey Hopkins
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