Kenneth Lee

Experience

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  Strategic Mapping, Inc (formerly Donnelley Marketing Information Services)

  Apr 1990 - Jul 1996

  Managed desktop and server environment. Handled 3 office relocations, including 1 international office. Supervised team of 3 and the help desk for customers utilizing the Conquest application and associated data products. Added support of data for Atlas GIS and other GIS mapping applications.

  • Network Administrator

    Jul 1994 - Jul 1996

  • Customer Support Supervisor

    Apr 1990 - Jul 1994
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  Citigroup

  Jul 1996 - Jul 2015

  Provided user and infrastructure support for collaboration tools with user base of 225,000. Products included: Lync, Public IM, SharePoint, Exchange and Conferencing Services. Owned the deployment and operational support for Instant Messaging and SharePoint services. Managed and resolved critical issues and performed root cause analysis.Some Examples:• Maintained health and stability on over 100, MS Lync, MS SharePoint and Vantage servers with SCOM and server monitoring to insure 99% up time.• Managed archiving, compliance and data security for MS Lync and the Public IM (AOL, Yahoo, and Thompson Reuters) environments within SLA of 5 days.• Reduced alert emails by 90% by utilizing SCOM subscriptions to deliver actionable alerts to the level 2 support team.• Maintained SLA of 95% through automation of Lync new account process.• Supported 20,000 users with Lync Audio/Video and Cisco video infrastructure.• Facilitated technical education sessions and training discussions with up to 15 participants, across multiple teams increasing collaboration on integrated products.• Setup support models and SLA’s for Instant Messaging and SharePoint. Created a metric to measure team performance. Show less Managed desktop support teams focused on providing excellent customer service in a dynamic business. Consistently deliver on aggressive project timelines. Effectively complete an increasing number of compliance initiatives.Some Examples:• Facilitated focus group for the Policy Control Manual discussions, providing standardization for all desktop support processes across the division.• Enforced standards and adopted a common build resulting in a 75% reduction in downtime and support time for the desktop environment. Show less Maintained desktop computers, Netware and Windows NT file servers, print servers, TN3270 connections, and automated payment systems within a dynamic environment of a credit card center. Managed technology purchases and inventory of hardware and software assets.Some Examples:• Successfully managed Windows 2000 upgrade Project, with an on-time completion. Replaced over 400 desktops with new equipment. Added memory and upgraded 750 existing desktops. Standardized software versions for desktop applications. • Implemented new compliance initiatives required by the merger with Citigroup. Resulted in successfully passing quarterly self assessment tests and yearly audits. Show less Managed 500+ node Netware and Microsoft network for a credit card center. Maintained personal computers, Netware and Windows NT file servers, print servers, gateways and automated payment systems. Provided user support for customers accessing multiple mainframe and Unix hosts.Some Examples:• Managed contract resources and infrastructure changes for moves and construction projects, within time and budget constraints.• Installed credit card and bar code scanners for Mailing Services to eliminate keying errors and increase productivity for cancelling returned credit cards. Show less

  • Vice President, Lead Analyst - Global Conferencing & Collaboration

    Oct 2008 - Jul 2015

  • Vice President, Manager - Common Applications

    Oct 2006 - Oct 2008

  • AVP - Desktop Support Manager

    Jul 2002 - Oct 2006

  • PC Services-Lead Analyst

    Jul 1998 - Jul 2002

  • Senior Micro / LAN Analyst

    Jul 1996 - Jul 1998
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  "Self Employed"

  Dec 2015 - Feb 2022

  Independent IT Consultant

  Provide support and consulting services for Windows 10, Microsoft Office Suite, Windows OS, Lync/Skype and SharePoint.

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  TEKsystems / Deere & Company

  Mar 2016 - Feb 2018

  Infrastructure Analyst III - Lync\Skype Administrator

  Perform Engineering and Operational support for Lync 2013 and Skype for Business with IM, Presence, Desktop Sharing, and Conferencing. Some Examples:• Cumulative Updates• Clarity Converge installation and support• Skype for Business installation, migration and support for 16 pools• Lync 2013/Skype for Business Health Check • Microsoft RAP• SCOM utilization and fine tuning• Point of concept testing for Skype for Business Online

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  TEKsystems / Principal Financial Group

  Feb 2018 - Mar 2021

  Infrastructure Engineer

  Perform Engineering and Support in an Agile environment for Office365, Conferencing, Voice Services and Azure. Utilize PowerShell scripting and automation to deliver cloud-based solutions.Some Examples:• Setup Proactive Service Monitoring for: Skype for Business, Clarity Converge and AudioCodes.▪ Managed Scala Enterprise Content Manager server and player upgrades.▪ Developed Cloud PBX standards, including Auto Attendants and Call Queues for remote offices.▪ Created PowerShell scripts to configure softphones and to enforce email retention.▪ Collaborated on Power Automate workflows for O365 Group processing.▪ Licensed Teams functions with Azure AD.▪ Secured Zoom environment to approved meeting standards. Show less

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  ConvergeOne

  Mar 2021 - May 2021

  Microsoft Teams Consultant

  Support the migration of sites from Avaya to Microsoft Teams Phone Systems.

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  TEKsystems - RSM US LLP

  May 2021 - Feb 2022

  Unified Communications Engineer

  Perform Engineering and Support for Office365, Exchange, Teams, Jabber, Cisco WebEx, Cisco Control Hub and Azure. Utilize PowerShell scripting for automation.Some Examples:▪ Handle support for MS Teams pilots (3500 users): Enabling users for Teams and Audio Conferencing via Active Directory groups.▪ Configuration of accounts for Microsoft Surface Hubs and other MTR devices.▪ Create and manage O365 Groups for Teams, Exchange, and Planner functionality.▪ Manage roles with Azure AD. Show less

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  RSM US LLP

  Feb 2022 - now

  Technology Professional with experience in Infrastructure projects for Collaboration Tools. Focus on the Modern Workplace with Microsoft 365, MS Exchange, MS Teams, Teams Voice Systems and e-fax. Technology Professional with experience in Infrastructure projects for Collaboration Tools. Focus on the Modern Workplace with Microsoft 365, MS Exchange, MS Teams, Teams Voice Systems and e-fax.

  • Supervisor

    Aug 2024 - now

  • Senior Associate

    Feb 2022 - Aug 2024