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michael EDGHILL

Phone: 347-644-8489
E-Mail: MichaelEdghill@gmail.com
Web: www.MichaelEdghill.com
Professional Summary
Information Technology professional with decades of end user and computer support experience. Seeking an opportunity to utilize my experience,
training and abilities to contribute to the success of an organization, my team members and co-workers.

Information Support & Business Skills


Excellent troubleshooting skills and wide range of IT support experience Supervisory, team leadership and IT project experience
Remote problem resolution and Remedy ticketing system experience Experience supporting all versions of Windows desktop and server
Blackberry, Good Messaging, NotifyLink, ActiveSync & AirWatch MDM Powershell and VBScript scripting experience
Knowledge of LAN\WAN networking concepts Microsoft Exchange (2013 to 2003), Sophos, MS Lync & AD Admin
Microsoft Office Suite support experience (2013/2010/2007/2003) Win2K (MCP) & CompTia A+

Employment History
July 2013 to Exchange Administrator Network Services Team
May 2015 MEDNAX - Sunrise, FL

Primarily performed day-to-day support for MEDNAXs messaging and collaborative mail system users in addition to the following:
Supported production and pilot email systems and clients
o FirstClass, Microsoft Exchange, Office 365 & Sophos email appliances
Mobile Email Access: Exchange ActiveSync, OWA, NotifyLink, FirstClass web and Client for iOS
Created knowledgebase for support and pilot users for issues and questions related to the transitioning from MEDNAXs
FirstClass email system to MS Exchange
Provided Level II and Level III support for issues escalated by the Help Desk and desktop support teams
Served as technical resource for project to transition from FirstClass email system to MS Exchange. Provided primary day to day
support to approximately 15,000 users nationwide for Level II and above messaging related issues.
July 2011 to Exchange \ Active Directory Administrator Americas Region Service Delivery (RSD)
July 2013 Sanofi - Bridgewater, NJ

As part of the Americas RSD Messaging team, my primary focus was to provide support for the following collaboration tools for
users in the Canada, United States, Caribbean, Central and South America:
Microsoft Exchange & Outlook 2010\2007\2003
Mobile Device Access (ActiveSync, Good Messaging, BES, AirWatch MDM)
Microsoft Lync
Provided technical project support (AD and mailbox migrations) and ongoing steady-state US R&D site support for Active
Directory, GPO, logon scripts and file access.
May 2007 to Windows \ Active Directory Administrator - US R&D Network Services Team
July 2011 Sanofi - Bridgewater, NJ

Supported the Exchange and Active Directory environment for the U.S. Region R&D sites in addition to providing Level II/Level
III support to other IT support teams. Managed several high-profile projects (including an inter-forest user migration project and
single-sign-on application rollout) and served as a resource for many others (e.g., user share migration projects, OS rollouts,
application rollouts, etc.). Daily responsibilities included support for:
Active Directory
File and Print Servers
Exchange 2003
Interfaced with other departments (e.g. Data Center team, Deskside Support, etc.) on resolution of issues which were not within the
direct scope of my responsibilities (e.g., Windows Desktop OS issues, application support, NAS support, etc.).
November 2006 to Microsoft SMS Administrator
May 2007 to Sanofi - Bridgewater, NJ

Member of a newly created two-person team responsible for the Microsoft System Management Server (SMS) administration for the
U.S. R&D sites. Daily responsibilities included SMS administration and the following:
Creation\testing\deployment\verification of SMS packages for the US R&D sites
Generating regular software and hardware inventory reports
On-demand deployment of packaged applications
Level III application support to the Service Desk and deskside support teams
Deployment of scripts and packages to support projects and initiatives from other teams

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michael EDGHILL
Phone: 347-644-8489
E-Mail: MichaelEdghill@gmail.com
Web: www.MichaelEdghill.com
Employment History (continued)
February 2006 to Zone Manager - Interim (promotion)
September 2006 Computer Science Corporation (CSC) Aon Account, New York, NY

Managed all escalated issues within the U.S. for Aons largest division (ARS Aon Risk Services) until acceptable resolutions had
been achieved. Coordinated the efforts of CSC and 4th party management and technicians to ensure that performance expectations
were met, chaired regular meetings between Aon and 4th party managers to proactively anticipate upcoming issues and provide
guidance on any points of confusion regarding support or responsibilities. Served as a technical resource for Aon Project Managers
throughout the U.S. particularly where desktop support resources were required. Maintained network administration
responsibilities, served as technical escalation resource for all lines of service, managed server and desktop Antivirus solutions (NAV
& McAfee).
December 2005 to Transition Command Team Member
February 2006 Computer Science Corporation - Aon Account, New York, NY

Appointed to CSC transition team which worked with their 4th party outsourcing (BancTec) management team to establish and
communicate procedures and policies regarding new desktop support contract. Assisted Level II remote support group, 4th party
technicians and Aon end users to resolve any escalated issues during the transition process. Served as SME for 4th party technicians
with respect to Aon applications (proprietary and off-the-shelf) and business processes. Continued to performed network
administration tasks, served as technical escalation resource for all lines of service, managed server and desktop Antivirus solutions
(NAV & McAfee) and completed tickets and monitored ticket workflow.
August 2004 to NYC Site Lead
December 2005 Computer Science Corporation - Aon Account, New York, NY

Responsible for overseeing operations and support for 1,500+ end users located in various NYC locations. Supervised and
managed full-time IT field technicians staff and subcontractors within the northeast; 10 to 17 employees. Guided team to maintain
and exceed SLAs for Aon account and provide exemplary support despite reductions in technician staffing levels. Supported
multiple back-end and client facing projects (e.g., WAN MPLS rollout; custom application rollouts, inventory management, etc.) and
served as SME on several projects. Other duties included:
Improvement workflow and efficiency through the creation and modification of VBscripts to automated tasks
Leveraged SMS to automate software distribution and remote resolution.
Performed network administration tasks including but not limited to:
o Creation, modification and removal of AD objects, OUs & GPOs
o Management of network shares, printers and access permissions
Served as technical escalation resource for all lines of service, managed server and desktop Antivirus solution
October 2001 to NYC Team Lead & Technical Escalation Contact
August 2004 Aon Service Corporation, New York, NY

Managed Aon Consulting support team and played major role in post-9/11 business restoration efforts at backup recovery sites
throughout NYC -- my group had been located in 2 World Trade Center.
Held regular meetings to review support goals, issues and proactively anticipate client needs.
Led numerous client and backend projects (e.g., Lotus Notes R5, Business Unit Champion training, eCopy rollout, etc.)
Performed network administration tasks (created\modified network shares\IDs),
Served as technical escalation resource for team and managed server and desktop Antivirus and backup solutions
January 1999 to LAN Administrator, Jr
October 2001 IT Manager
Aon Consulting, New York, NY

Managed IT operations for NYC Aon Consulting office and team of support technicians. Reported directly to north-east regional
IT director and served as a technical resource for New Jersey technicians. Worked with business units to accomplish productivity
and revenue goals (including budgets and client presentations). Primary responsibilities included:
Management of remote access Citrix servers and modem pool
Support of local servers (Lotus Notes, Netware and Windows file and print servers, Anti-Virus and Arcserve backup
system
Monitored and maintained LAN switches (Cisco Catalyst 5500s)
Managed multiple small localized projects (including project to convert all NYC customer from Win95 to Win2K)
Creation on AD accounts, printers, shares and file share permissioning
IT equipment and software procurement
References available upon request
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