Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Languages
Timeline
Generic

Sheldon Davis

Miramar,FL

Summary

Experienced IT Professional and Office 365 Specialist seeking an opportunity to use education and experience in an IT-related field.

Resourceful Specialist offering expertise in problem-solving, data analysis, and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Office 365 Email Specialist

HCL | Deutsche Bank
11.2021 - Current
  • Provide technical assistance migrating from on-premises Exchange Servers 2013 and 2016 (Hybrid environment) to Microsoft 365 Exchange Online
  • Troubleshooting and resolving Microsoft Outlook related problems with Microsoft Office 2016
  • Troubleshooting and resolving Outlook related problems with OST files
  • Troubleshooting and creating service tickets using Deutsche Bank ServiceNow ticketing portal to document root cause/fix
  • Troubleshooting and resolving email problems such as false negative and false positive mail flow using Proofpoint Spam filtering System.
  • Performing Office 365 mail trace and SMTP mail trace using MTPuTTY
  • Performing and Implementing TLS endpoint rules to send and receive encrypted emails
  • Maintained and monitored SMTP and Exchange servers using ITRS Geneos Active Console and Nagios Console.

Microsoft Outlook Support Tier 3 / PREMIER ENGINEER

Insight Global | Microsoft
07.2023 - 01.2024
  • Troubleshooting and resolving problems with Microsoft Outlook 365, 2016 and 2019
  • Troubleshooting and resolving connectivity problems related to disconnects, Autodiscover, and MAPI with Microsoft Outlook
  • Troubleshooting and resolving Microsoft Outlook problems related to OST files, calendar, customization, inbox rules, and performance
  • Performing and analyzing diagnostic logs such as Outlook etl log, SaRA log, Fiddler trace log, Process Explorer, and MSOAID
  • Troubleshooting and configuring Windows registry keys to resolve Microsoft Outlook related problems
  • Troubleshooting and resolving problems with Microsoft Outlook features and functions missing or not working
  • Reproducing issues and testing Microsoft Outlook features and functions.

Microsoft 365 Concierge Ambassador / Premier Engineer

Experis IT | Microsoft
08.2015 - 10.2021
  • Provide technical assistance migrating to Microsoft 365 Exchange Online from host Exchange services, on-premises Exchange Servers 2010, 2013, 2016, 2019, IMAP, and POP
  • Troubleshooting and configuring on-premises Exchange server integration with Microsoft 365 Exchange Online
  • Troubleshooting and resolving Microsoft Office relative problems with Office 2010, 2013 and 2016
  • Troubleshooting and resolving Outlook related problems with OST and PST files
  • Troubleshooting and configuring e-mail setup on Mobile devices such as iPhones, Androids, and Tablets
  • Troubleshooting and configuring Microsoft Intune to control computers and mobile devices such as Active Sync and Mobile Security policies
  • Troubleshooting, configuring, and resolving SharePoint Online, OneDrive for Business, Skype for Business, and Microsoft Teams relative issues
  • Troubleshooting, and configuring Microsoft Teams for dial in Audio Conferencing, PSTN Calling, Auto Attendants, Call Queues, and Direct Routing with external Session Border Controllers (SBC)
  • Troubleshooting, configuring, and resolving Microsoft Azure AD Connect and Hybrid deployment relative issues
  • Troubleshooting, and configuring Domain Name Server (DNS) records and Hosting Zone Management.

Outlook Administrator

CompuCom Technology | Florida Power & Light
11.2013 - 08.2015
  • Troubleshooting and resolving Outlook related problems with OST and PST files
  • Maintaining e-mail traffic through MailGate and Microsoft Exchange Online e-mail firewall systems
  • Creating and managing Exchange 2010 users, shared mailboxes, and distribution groups
  • Troubleshooting and restoring mailbox in Exchange 2010
  • Troubleshooting, creating, and restoring Microsoft Lync 2010 accounts
  • Installing and configuring Lotus Notes database and setting up access
  • Creating and setting up Lotus Notes people doc and groups
  • Troubleshooting and configuring mobile device active sync in Exchange 2010
  • Performed remote login support using IBM Tivoli to provide Internal Support.

IT FIELD SERVICE TECHNICIAN

Kforce Technology | Silver Airways
04.2013 - 11.2013
  • Imaged computers using Kase and RSA integrated server.
  • Configuring computers to integrate with Sabre interact software applications
  • Configuring, testing, and troubleshooting Sabre interact printers
  • Installing and setting up computers for multiple stations
  • Installing and turning up NETGEAR switches, Cisco switches, and Routers
  • Troubleshooting and resolving internal computer and printer issues
  • Installing and configuring OKIDATA printer's multiple stations.

LEVEL 1 IT SUPPORT ENGINEER

Inbound Call Experts I.C.E
01.2013 - 04.2013
  • Provided Antivirus Protection solutions
  • Configured Wireless Setups on various PC platforms
  • Performed remote login support using LogMeIn to provide Internet Support
  • Managed Disk Cleanup tools to provide optimal PC performance
  • Installed and configured Malware Protection software
  • Provided PC tune up tools for system optimization
  • Provided 2nd Level PC troubleshooting and peripheral technical support
  • Offered ATS Registry, ATS Protection, and ATS Zero Spyware.

MICROSOFT TIER 2 SUPPORT ENGINEER

Teleperformance USA/ Microsoft
11.2010 - 03.2013
  • Provided technical support for Microsoft Exchange Online and ADFS integrating environments.
  • Resolved Cloud services issues by providing technical migration solutions
  • Provided PowerShell resources for server migration and integration ease.
  • Created service tickets using a Customer Application Portal to document root causes/fixes.
  • Utilized Trace analysis, source code, Easy Assist, and LogMeIn remote assist tools to analyze technical issues and develop solutions to meet SLA
  • Verified Domain Name Server records and configured Hosting Zone management
  • Troubleshot Exchange mail flow and Office 365 integration requirements
  • Published notifications to MS stakeholders for outages and service impacting events
  • Acted as primary liaison between internal Ops & engineering, MS Partners & Vendors
  • Provided incident management for Windows Live and MSN Premier Partners.

Education

Diploma - Computer Repair

Florida Career College
Pembroke Pines, FL
09.2011

Skills

    • Operating Systems: Windows 7, Windows 8, Windows 10, Exchange server 2010, Exchange server 2013, Exchange server 2016, Exchange server 2019
    • MICROSOFT CLOUD SERVICE: Microsoft 365 Exchange Online cloud environment (Microsoft 365)
      • Software Applications: Microsoft Office 2007, Microsoft Office 2010, Microsoft Office 2013, Microsoft Office 2016, Microsoft Office 2019, Microsoft Outlook 2007, Microsoft Outlook 2010, Microsoft Outlook 2013, Microsoft Outlook 2016, Microsoft Outlook 2019, Microsoft Lync, Skype for Business, Microsoft Teams

Certification

  • Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician
  • Microsoft Certified Professional

References

References Available Upon Request

Languages

English
Native or Bilingual

Timeline

Microsoft Outlook Support Tier 3 / PREMIER ENGINEER

Insight Global | Microsoft
07.2023 - 01.2024

Office 365 Email Specialist

HCL | Deutsche Bank
11.2021 - Current

Microsoft 365 Concierge Ambassador / Premier Engineer

Experis IT | Microsoft
08.2015 - 10.2021

Outlook Administrator

CompuCom Technology | Florida Power & Light
11.2013 - 08.2015

IT FIELD SERVICE TECHNICIAN

Kforce Technology | Silver Airways
04.2013 - 11.2013

LEVEL 1 IT SUPPORT ENGINEER

Inbound Call Experts I.C.E
01.2013 - 04.2013

MICROSOFT TIER 2 SUPPORT ENGINEER

Teleperformance USA/ Microsoft
11.2010 - 03.2013

Diploma - Computer Repair

Florida Career College

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