PROFESSIONAL EXPERIENCE:

Confidential, Bellevue, WA

Systems Center Support Engineer (Operations Manager)

Responsibilities:

• I provide outstanding support to corporate customers via telephone, written correspondence, and in person regarding solutions for technically complex problems identified in Microsoft System Center Operations Manager (SCOM).
• I assist in solving complex problems which will require broad and in - depth product knowledge of SCOM.
• I analyze problems and develop solutions to meet customer needs, share knowledge with other engineers and develop customer solutions efficiently.
• Develop and deliver in depth technical training to customers and other engineers.
• Write and update complex technical articles to keep our knowledge base useful and up to date.

Confidential, Redmond, WA

Lead Server Operations Engineer

Responsibilities:

• Managed a staff providing high level operations support for 9.x B-POS(Exchange Hosting), and later Microsoft Credit Card Transaction Platform(CTP) environments by managing and resolving critical situations and SEV-A issues, in accordance with service level agreements.
• Communicated and collaborated closely with other departments to implement changes, patches and resolve outages.
• Used troubleshooting skills in to resolve customer/server tickets, failed hardware, and monitoring alerts.
• Managed large scale server builds, rollouts and decommissions.
• Experience with Exchange 2003/07/10, Sever 2003/08/12, Power Shell, various ticketing systems (Product Studio and Team Foundation Server, MSChange), Sharepoint 2007/10, MS Communicator (Lync), DNS and AD, HP Tools.

Confidential, Seattle, WA

Enterprise Support Center Analyst

Responsibilities:

• I provided staff with timely support, accurate problem resolutions and answers to technical requests in a professional and courteous manner.
• Responsible for hardware and software support and many system access issues on multiple platforms (AD/Novell/Mainframe/Unix).
• Provided support to both RDP and VPN connected staff.
• Processed requests to order and install new software, as well as order and deploy new desktops. Used incident tracking tool (Remedy) for logging, tracking, and escalating all calls and issues.
• Provided Support: All MS Office products (2003 & 2007), Lotus Notes, Many in-house Regence Group applications.
• Averaged 40 calls a day, with a first level fix rate of 75%.
• Member of the ESC Automation team to automate over 75 customer facing quick fixes using the AUTOIT tool.

Confidential, Seattle, WA

Sr. Computer Operator

Responsibilities:

• Perform a wide range of technical support tasks for large-scale RS/6000 client server systems and peripherals.
• Perform assigned computer operations activities; including daily processing of production application programs, monitoring scheduled jobs and system/equipment availability via CA Unicenter TNG, assisting systems analysts to troubleshoot, diagnose and resolved problems with production batch runs

Confidential, Bothell, WA

Help Desk Analyst

Responsibilities:

• While working as a Help Desk Analyst, I provided technical support in a call center environment for a staff of over 30,000 employees.
• I focused support on the tools required to maintain effective communication throughout the company.
• The majority of support and trouble shooting performed was done on the following tools: MS Outlook (98/XP/2000), Internet Explorer, Real Player and Windows Media Player. I provided support to these tools while connected both directly to the LAN, and over dial-up and VPN connections.
• Used Remedy Help desk to log, track and resolve trouble tickets.
• Day to day use of: Remedy Help Desk, MS Exchange Administrator, NetMeeting, ServiceWare (solution database), WINXP

Confidential, Seattle, WA

Enterprise Help Desk Team Lead/Problem Specialist

Responsibilities:

• Monitored daily workflow within the EHD utilizing Automatic Call Distribution (ACD) tools.
• Delegated tasks as necessary to ensure completion within established timelines.
• Ensured quality service was provided to customers and employees Confidential all times and proper tickets were escalated to Level 3 support groups.
• Served as a Problem Specialist for all departments by managing all escalated tickets through to completion, and provided timely updates for all partners involved, including upper management.
• Provided desktop and laptop support for both on and off site partners and stores. Responsible for troubleshooting a wide variety of problems including network connectivity, dial up connectivity, VPN access; password resets, and all store functions.
• Day to day support and troubleshooting of the following hardware: Speedstream DSL modems; US robotics 56k modems; CenterCom Hubs; Edgeport USB conversion ports; IBM 4680 and 4840 Point of Sales terminals; Dell and Compaq laptops and docking stations; Cash Master cash scales; IBM infoprint printers.
• Day to day use of: Remedy Help Desk, WIN XP, Primus Knowledge Base Software, PC Anywhere, ACD phone systems
• Average Call Volume:80 calls per week - Resolution rate: 83%.

Confidential, Lake Terrace, WA

Production Control Analyst/Change Management Lead

Responsibilities:

• Support production jobs for specific applications on mainframe and midrange computer hardware platform, ensuring that jobs are completed on schedule according to service level agreements.
• This was accomplished by promoting application code from test environments into production environments using manual and/or automated change management software. Provided excellent customer support, modified and manipulated JCL, implemented jobs into production using manual and/or automated job scheduling software.
• Monitored job completion, resolved production problems and continuously improved existing procedures. Facilitated and coordinated weekly change management for a large-scale muti-platform, muti-site, IT environment. Administered policies and procedure for the entire change management process.
• Database administration - Setting up new users, report writing, table, query and form creation.
• Completed Database Modeling class, as well as the beginning and intermediate levels of Access training.
• Completed Remedy AR Systems & Help Desk Administration training.