Edinburgh Williams A

Project Name : FedEx | Tenure : July 2021 to Present

Track: Communication and Collaboration (MS Exchange, O365 & MS Teams) | Level: L2

• Troubleshooting the Mail Flow issues within the domain and the external domain.
• Troubleshooting the Salesforce routing issues.
• Analyzing the Proof Point and the Email Gateway.
• Managing Exchange 2010, 2016 and Cloud servers.
• Creating new user mailbox and assigning License.
• Creating new shared mailbox and providing permissions.
• Creating and managing Distribution Lists.
• Troubleshooting Outlook issues.
• Configuration of Outlook client and OWA.
• Migration of the On-Premises mailbox to the cloud.
• Handling outlook client issues and Teams client issues.
• Managing the ticketing tool (ServiceNow) for tickets assignation and routing

Project Name : Toyota Financial Services | Tenure : March 2018 to July 2021

Track : End User Technical Support\Remote Desktop Support (RDS) | Level: L2

• Taking remote sessions of the user’s computer and troubleshoot the issues.
• Outlook Configuration, Outlook Troubleshooting, Email Issues
• Network Printer Configuration and Troubleshooting, VPN Configuration and Software Installation.
• Manual Patch Management.
• Installing the patches and configuring the user systems to the current standards.
• Providing Knowledge Training to the newly hired team members.
• Managing the ticket queue and routing the tickets accordingly.
• Hands on experience in ServiceNow ticketing tool.

Project Name : Staples | Tenure : November 2016 to March 2018

Team: End User Technical Support\Remote Desktop Support (RDS) | Level: L2

• Taking remote sessions of the user’s computer and troubleshoot the issues.
• Outlook Configuration, Outlook Troubleshooting, Email Issues
• Network Printer Configuration and Troubleshooting, VPN Configuration and Software Installation.
• Patch Installation using IBM BigFix
• Managing the Ticket using the ServiceNow ticketing tool.
• Team management and providing Knowledge Training to the new hires of the Team.

• Providing Technical Support in Networking and Hardware to US and Canada Customers via Email, Chat and Phone.
• Assisting customers to configure their Modem, Router and Wireless devices.
• Troubleshooting Networking issues, Motherboard related issues and Graphic Card issues.
• Recruiting new team members and providing Knowledge training and Process training.

• Providing Hardware and Networking support to the employees of the company
• Troubleshooting Hardware Issues and building PCs for the users.
• Fixing the issues within the Windows OS and other applications.
• Installing and configuring the Windows Client operating systems.
• Installing and configuring the MS Office and other required softwares.