OBJECTIVE:

To find a position that enables me to use my 14 years of overall I.T. experience. Very passionate about helping people either through problem solving, process improvements or just being a hardworking team player.

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Support Engineer

Responsibilities:

• Leverage all Lync/SFB PowerShell Commandlets. Responsible for pulling information via Power Shell console regarding: SIP Pools, Fabric state, Provisioning info, Tenant info, Domain, Forest, PIC data, Contact card, Address book, login, Presence, Front End/Back End, AV conference and Edge server.
• Responsible for using all Windows troubleshooting Administrative Tools in Windows 2008/2012 Web(IIS) & SQL servers: Power Shell, Command Prompt, Event Viewer, IIS, Perfmon(Performance Monitor), NetMon(Network Monitor), Services, SQL Server Management Studio. Support IIS and all Application Pools.
• Responsible for running Synthetic Transactions via Power shell or Web tool to provide status on all customer Pools in all Office 365 online tenants.
• Using RDP or RDCMAN to log onto all Windows Server 2012 servers (physical or VM): Edge, Front End, Back End, Mediation, TAD, MON, ADM, ADS, HOP, LOG, QOE, WIT and VUT.
• Manage all Incidents generated by SCOM that come into ticketing system ICM. Sev 1 to sev 5. Responsible for opening site services/DC tickets via MSInterface/GDCO to fix or investigate common server failures such as Array Controller, Memory, CPU, Fan, Power supply, unexpected shutdowns.
• Responsible for using KRAKEN server to put Front End servers into maintenance mode whichbleeds of all LYNC/SFB windows services and takes server out of rotation.
• Support all Microsoft ACP (audio conferencing provider integration), PSTN/Business Voice and the company that provide the services for global PSTN numbers in Skype for Business.
• Work with other Lync/SFB engineers troubleshooting; SIP trace logs, Perfmon counters, Event Viewer logs, SQL tables, Snooper logs, creating dump file from system Processes.
• Work Severity 1 Incidents with Incident Manager, Communication Managers, Customer support and Engineering teams until issue is in a Resolved status.

Confidential, Redmond, WA

System Administrator

Responsibilities:

• Applying and Approving requests in GFSaccounts (internal Active Directory web tool for 6 domains)
• Supporting environments via Windows Server 2008 & 2012 server editions.
• Making edits to 2008 SQL server for internal customers who need immediate entry into Database.
• Ability to Read and understand PowerShell scripts, PowerShell commandlets.
• Supporting Outlook Inbox for CDOC that pertains to all supported domains (7 sub - domains), Smart Card support, Infrastructure Security, Azure Portal, SecureFT, JIT Admin, JIT groups. Typically processing about 100 emails per day or more.
• Processing tickets in MS ticketing that pertain to Smart Card Creation and Shipping to domestic and international users, Security Groups, Service Accounts, JIT Admin, JIT groups and SecureFT (secure file transfer).
• Providing support for Azure Portal and all issues pertaining to networking and access to the Portal.
• Responsible for helping with keeping all process documentation up to date on team SharePoint.

Confidential, Bellevue, WA

Release Integrator

Responsibilities:

• Responsible for Work Flowing all requests that come into queue along with another Work Flow person to validate and confirm data entered and work requested. Would then assign out to available Designer and Release integrator to work.
• Increased visibility and redefinition of Release Integration role s in supporting business initiatives and successful production releases.
• Key Member of multiple Approval Board teams within the design and engineering groups that produced multiple successful Firewall policies.
• Developed strong relationships with customers that enabled projects to be ran smoother due to a more consistent communication exchange.
• Performing Release Integrator tasks such as: Attending initial Assessment meetings with Designer and Application/Stakeholders to determine if customer has a valid request for us to work. Attending Peer review meetings to understand what is being protected or what is Risk is being mitigated and give a go/no vote on design presented. Attend and vote on future Preliminary Design and Critical Design Review board meetings for Group Specific Design Patterns (User Containment, Device Containment, Data Containment, Citrix Published App). Build and Maintain an Excel Checklist Timeline or Project file that tracks the tasks for Assessment, Design, Build and Test buckets.
• Hold weekly status meetings with customer/stakeholders for all Projects in work.
• Open requests in company web based ticketing system My Services (New Scale Service Catalog) for Network services for, Pre - Provisioned VLAN renaming, Trunking VLAN from Router to Switch, Configure Port on Switch, Updating HP Virtual Connect, Updating ESX environment with VLAN name. Tracking all due dates of requests and relaying to customer.
• Working with customer to get Server builds requests in via web based ticketing system, and again tracking due dates/relaying to customer with any obstacles or when builds are complete.
• Help and Confirm with Application owners their time line on installing Application and getting it functional for data flows or tasks that need to be performed by users.
• Holding Test Planning meetings with customer/stakeholders and Test manager in order to develop Test Plan to perform once Firewall/Packet Filter technician is ready to implement policy into Firewall Configuration.
• Work with customer to confirm all actions/tasks that are needed to be performed by all users are working successfully. successfully
• Updating/creating weekly reporting that shows all Projects in work and their current status.
• Updating/creating Monthly reporting file for management that shows yearly/quarterly trends of work being done, our Service Focus, aggregate target and completions, attributes of work being done, total number of projects in work and completed by specific category and number of protected users and Firewalls/Access Zones in Production.
• Responsible for managing 10-16 deployment via MS Project or Homemade Checklist Timeline file depending on customer need date and obstacles that are known.
• Member of Peer Review Board that manages and investigates all Projects that come into queue and is a part of team of specialists who qualify and confirm design plan going forward.
• Member of User Containment team that meets to hear proposed solution and validate all parts of design, uses cases, data flows and all risks being mitigated in order to authorize solution going forward.
• Run multiple daily meetings via Boeing WebEx or MS Office Lync share session and conference call and drive resolution for all Tasks.

Confidential, Bellevue, WA

Systems Administrator

Responsibilities:

• Working 25 - 50 Service Requests (new jobs/not broken) out of Remedy action request system (BARS).
• Service requests consist of 11 types of requests: Ownership changes, Allocation size change, Creation of Domain/Global/Universal Security group at Root or lower levels of group share directory(nested permissions), Enterprise-Wide access requests, Restricted Access of non-employee and Foreign persons, update Billing records, FTP/SFTP access and support, Group/Home share Consultation, Group/Home Share deletion, Migration of Group/Home Share, Run/Create NTFS permissions report for share owners for record.
• Working 5-10 Incidents (break fix) out of Remedy action request system (BARS).
• Restoration of data from Tape Backup via VERITAS Netbackup application providing support for any Boeing group that may need us to verify that the CIFS servers and or Group shares are up and available.
• Troubleshooting access to group and home shares by checking: Share level permissions, Setup of NTFS Nested permissions, Security group member list, verifying DFS link is setup and working properly.
• Migration of Large Group share data - Migrating group and home network shares to NAS file systems; using Secure Copy, Beyond Compare, File Sync, Security Explorer for migration tasks. Working hand in hand with Share owners to plan out all details for a successful migration.
• Shares - Admin Client - internal application database for tracking all information to NAS group/home share ownership

Windows Administrative tools: Active Directory-Users and Computers, Computer Management, Distributed File System(DFS), Terminal Services manager, Remote desktop connection(.RDP), Windows Explore, Command Prompt

Confidential

Subject Matter Experts

Responsibilities:

• Working with Subject Matter Experts (SME s) to go over processes for site/region documentation after all aspects of site have been worked through and mastered. Continuing to update documentation as environments change/update or get decommissioned. Hold weekly conference calls with Team to go over best practices, lessons learned and future documentation.
• Handling Migration of user home drives and file shares from windows servers to NAS filers/between different NAS filers with/without NTFS permissions.
• Handling various tools such as robocopy and beyond compare for data copy.
• Generating reports on how permissions are assigned and standardizing the NTFS permissions of file shares.
• Granting permissions to file shares.
• Creation and decommissioning of new file shares and home drives.
• Adding the NTFS Security Groups to company s site for so customers can manage access to who has access to their share.
• Designing the folder structure according to the share owner s requirement and most suitable for the environment.
• Restriction of folders by modifying the NTFS permissions per user s requirement.
• Creation of security groups of different groups scopes according to the requirement
• Migration of qtrees using snap mirror technology.
• Managing quotas for file shares and home drives in NAS environment.
• Increasing NAS volumes according to the requirement at the time of data migration.
• Creation, management and decommissioning of DFS folders.
• Generating reports on file share usage according to customer demands.
• Data restore from Snapshots.
• Movement of folders within and across the folders.
• Handling archival process of user home drives.
• Finding and remediating the possible duplication of user home drives.
• Assisting users/Troubleshooting various issues they face related to file shares and home drives.
• Preparing Knowledge Management articles for various tasks.
• Hands on experience on Windows server and NAS Platforms

Confidential, Bellevue, WA

System Administrator

Responsibilities:

• Provide 24/7 support of all 787 Alarms that are being tested in order to put into Production environment.
• Monitor OM alarms
• Login to Windows 2k3, 2k8 servers and check if certain processes (java.exe 32) are running.
• Open tickets in HP Service manager to engage specific groups or On - call techs or management so to resolve issues.
• Run Unix commands thru putty on Unix servers to check if jobs have a timestamp of within the last 10 minutes.
• Monitor emails in Outlook showing jobs starting and completing.
• Create report and send out to multiple groups. Give detailed presentation to Boeing 787 team and explain processes took to resolve out tickets and point out any process issues or problems during engagement of contractors or on-call technicians.
• Update teams share point with knowledge or processes learned through the shifts activities and get sign off from Boeing 787 management team.

Confidential, Bellevue, WA

Incident Management Coordinator

Responsibilities:

• Responsible for following ITIL Incident Management process to quickly analyze triaged Incidents and implement a quick fix or resolve the problem for customers.
• Working in BMC Remedy ticketing system. Responsible for triaging Pending Incidents and Tasks tickets. To read Work Info field and verify that they are in a Valid Pending status. If invalid, putting ticket into an In Progress or Assigned status so the technician can follow up with the customer and schedule an appointment.
• Review throughout the day all Pending Incidents or Tasks to ensure tickets have been updated by technicians. Verify that technicians who have scheduled an appointment with customer are updating the ticket to document Arrival time for appointment, work status and or the ticket being Resolved/Closed.
• Monitor and respond to email from Management and or Technicians in companies Lotus Notes email system.
• Attend Daily meeting for our Region to discuss ticket report and Resolve any and all ongoing issues. Go over aging tickets and discuss plan to get them resolved out/closed immediately. Discuss with Technician team leads the issues they have that cause tickets to go into SLA danger or breach the SLA.
• Goals/Guidelines of position - To ensure that the Incident Management functions and processes and associated operational & business processes are adhered to. Drive service performance for the account. Work closely with peers and resolver groups to ensure consistency and accountability of Incident Management processes. Drive the Incident Management processes across Enterprise and ensure that optimum customer service is obtained. Responsible for ongoing adherence of the Incident Management processes. Build and maintain effective relationships with resolvers and team leads. Ensure incidents are being handled in an efficient way to reduce resolution times and provide optimal customer support.

Confidential, Bellevue, WA

Network Work Flow Manager

Responsibilities:

• Responsible for providing Work Flow management for a Enterprise Network team and manager that covers 7 data centers across the Boeing Enterprise
• Responsible for following ITIL Incident Management process(Identification, logging, categorization, prioritization and response) to quickly analyze triaged Incidents and implement a quick fix or actually resolve the problem for customers.
• Responsible for triaging tickets coming through 3 ticketing systems: Remedy Action Request System, My Services Boeings web tool, HP Service Manager or ESMS - Pirk. Triaging consists of verifying requirements of requests, setting realistic due dates with customers, verifying details such as severity code, SCC codes and routing them to the correct technician.
• Holding and running Daily meetings with the Network team and manager and also the Work Flow Management team via WebEx and Conference Call. Items or check list for meeting includes: Taking attendance, Going through tickets with each technician based off due date, customer escalation and verifying that technician is on track with his work. Discussing issues with new ticketing systems and documenting any flow or setup issues. Organizing meetings with customers and technicians to discuss issues or requirements of major projects.
• Writing technical documentation for Work Flow management team so other managers can provide backup to other groups when managers are Out of Office.
• Training other managers on how other teams are setup, what they work, how we help them and manage their work.
• Responsible for two email systems, Confidential Lotus Notes and Boeing Outlook.
• Working with Release Manager (Project Managers) within Confidential and Boeing to discuss current or future work coming in to verify requirements and details of the projects.