Glenda Guzman Paz

Experience

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  Teleperformance

  Jul 2017 - Jul 2019

  Microsoft Technical Support

  • Configuration of the DNS records used for Office 365• Manage Microsoft license. • Tenant set up• Troubleshooting Microsoft Office• Manage Autodiscover • Exchange Online migration• Integration between Exchange Server (2010, 2013, 2016) and Azure Active Directory.• Administration of Microsoft Active Directory• Experience with Windows Server 2010/2013/2016• Configuration of ADFS• Manage OneDrive online and OneDrive synchronization• SharePoint administration• Teams administration • Azure administration• PowerShell Scripting Show less

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  Norwegian Cruise Line Holdings Ltd.

  Jul 2019 - Mar 2020

  Jr. System Administrator/ Technical Support Specialist Tier II

  • Users migration from Exchange 2016 on-premise to Office 365• Office 365 operations in Hybrid and cloud-only environment• Upgrade from Windows 7 to Windows 10• Windows 10 installation and troubleshooting.• Office 2016 support• Windows 10 upgrade through SCCM using in-place upgrade• Creation of task sequences in SCCM• Manage Windows 10 images in SCCM• Installation and monitoring of applications through SCCM• Windows 10 installation through PXE Boot• Implementations and troubleshoot of OneDrive • Manage Exchange Server for 3000 users• Manage AD Connect for 27 domains• Creation and deploy of Group Policy Objects (GPO)• Windows 10 project lead• Hyper-V environment simulation• Troubleshoot MFA and IDP • Workstation installation and support.• Ticketing System support using Service Now• Computer monitoring through Splunk• Desktop Encryption with Symantec • Password reset• PowerShell scripting• Citrix support Show less

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  Trustbridge

  Apr 2020 - Jul 2022

  Information Technology Specialist

  • Windows 10 installation and troubleshooting.• Office 2013 and Office 2016 support• Manage applications through SCCM• Password reset• Manage users in AD Connect• Printers and scanners troubleshooting• SimView software troubleshooting• TimeQplus installation, manage and maintenance. • Cell phone and tablet installation and troubleshooting• Docuware support• Office 365 user migration• Workstation setup• Elmoe users manger• Home Case Home Base users adminsitration Show less

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  Experis

  Mar 2022 - Aug 2022

  On-Demand FastTrack Lite Manager for Microsoft 365

  • Outreach to customers, positioning the benefits of the M365 suite to introduce the FastTrack self-service tools and wizards • Provide technical guidance to customers on the best deployment solutions to adopt M365 products. • Uncover potential customer blockers, while assisting M365 migration process to direct customer to automated tools and solutions. • Maintain a high level of data quality and documentation to enable rapid and reliable reporting to all stakeholders

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  Hotwire Communications Ltd

  Aug 2022 - now

  1. Monitor the entire network environment.2. Collect performance statistics on the reliability and efficiency of networks.3. Create incident tickets for exceptions and manage the lifetime of the incident.4. Troubleshoot all level I incidents and escalate to higher levels as needed.5. Monitor production network environment using a combination of monitoring tools to ensure availability6. Coordinate field router intrusive and non-intrusive testing and repair of circuits7. Coordinate onsite dispatch of Telecommunication vendor repair services8. Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem9. Discover faults and conditions in a proactive manner, and diagnose cause where appropriate and resolve expeditiously10. Escalate issues and problems according to procedures and best judgment11. Perform periodic health checks of systems12. Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve.13. Diagnose problems and resolve in an expeditious manner.14. Work with Engineers to resolve production problems.15. Write coherent trouble ticket notes on production incidents and problems.16. May write or revise system documentation and procedures.17. Configure and maintain monitoring tools. Show less Monitor the production network environment using a combination of monitoring tools to ensure availability.2. Work with Business customers, Residential customers, and techs in the field installing new services via phone.3. Troubleshoot issues remotely with customers and technicians in the field.4. Coordinate onsite dispatch of Telecommunication vendor repair services.5. Respond to automated alerts from monitoring tools according to the procedure. Use diagnostic tools to ascertain the level and criticality of the problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.6. Escalate issues and problems according to procedures and best judgment.7. Perform periodic health checks of systems.8. Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.9. Diagnose problems and resolve them in an expeditious manner.10. Work with Engineers to resolve production problems.11. Responsible for configuring and maintaining monitoring tools. Show less

  • NOC I Engineer

    May 2023 - now

  • Tier II Engineer

    Aug 2022 - May 2023