SKILLS

Software:

• Configuration and operation Windows NT 4.0 Server through Windows Server 2008 R2, with a practical working knowledge of Login Scripts, PowerShell, Active Directory, and Group Policy
• Worked with MSInterface and MSTicketing systems.
• Microsoft System Center Service Manager 2012 SCSM 2012 .
• Microsoft System Center Virtual Machine Manager 2008 R2 VMM 2008 R2 .
• Installation and configuration of Microsoft SQL Server 2000 through 2008.
• Installation and configuration of Office Professional 97 through 2010.
• Installation and configuration of Windows 3.11 through Windows 7.

Hardware:

• Dell PowerEdge Servers, OptiPlex Workstations, and Latitude Notebooks
• Dell PowerVault PV122T Autoloader Tape Library
• Hewlett Packard Procurve 41xx GL Switches
• Brocade Silkworm 3250 Fibre Channel Switch
• Juniper Netscreen 25 Firewall/VPN appliance

• Inter-Tel Digital Phone System software and hardware

CAREER EXPERIENCE

Confidential

Network Administrator

• Monitored day-to-day operation of LAN, Servers, and Workstations and resolved issues as they arose and scheduled maintenance so as to provide maximum availability of network resources.
• Applied security restrictions via file shares and NTFS security to company data so that each major department had modify access to their own data and an appropriate level of access to other departments.
• Performed daily, weekly, and monthly backups of all system-critical data. Monitored backup software to ensure backups were completing without errors and performed restoration of data as needed. Maintained tapes locally so that daily and weekly tapes were rotated through a fireproof safe. Prepared monthly tapes to be taken off-site per our schedule with an off-site vendor.
• Deployed and monitored antivirus software in a multi-layered approach. Installed and configured antivirus for Exchange, each server, and each workstation. Configured antivirus to provide maximum protection at the least impact to network performance. Investigated and resolved virus-related issues when they occurred.
• Configured and maintained corporate firewall to allow seamless operation from an end-user standpoint. Configured firewall to be least restrictive for outbound communication and most restrictive for inbound communication. Only opened those inbound ports that were necessary for e-mail, VPN, and remote maintenance of network resources.
• Applied critical/security-related OS patches to servers and workstations in a timely manner in as close proximity to when they were released as possible. Monitored and resolved issues that occasionally occurred when patches were applied.
• Managed the maintenance of 100 workstations and resolved user issues as they arose. Performed company-wide roll out of new operating systems and applications.

Intelliswift Software

Confidential

• Major Incident Manager, Manufacturing Supply Chain Information and Services MSCIS
• Provided incident support for Microsoft Store website and related Manufacturing and Supply Chain environments.
• Identified and organized resources to participate in conference calls.
• Set Incident priorities and chose escalation procedures in the due care of incidents.
• Chaired Incident Management Bridge calls as needed.

Confidential

Subject Matter Expert, Microsoft VSCS Infrastructure Support Formerly EPX Infrastructure Support

• Supported Windows 2008 R2 and SQL Server 2008 R2 servers and services for Microsoft Developer Network MSDN properties, across multiple Microsoft domains.
• Ensured the timely processing of SCOM-generated alerts via SCSM. Resolved tickets and/or support requests in a timely manner, and when necessary escalated issues to higher tier teams for further investigation/resolution.
• Participated in Incident Management processes as a member of the Tier 1 Incident Management team. Created and tracked incident impact through TFS, sent out regular communication emails, monitored calls and updated participants via whiteboard during active incidents.
• Was responsible for the timely completion of assigned tasks. Analyzed Cube data and provided detailed reporting of SLA and key performance metrics for bi-weekly and monthly business review meetings.
• Worked with onsite team lead to co-author and maintain the team's support documentation.
• Created PowerShell scripts to aid in timely processing of alerts.
• Developed and refined processes with onsite and offshore team members in order to meet SLA, improve workflow, and set appropriate expectations.

Confidential

Support Engineer II, Microsoft Compute Service Team Formerly IT Cloud

• Performed final steps and QC of Virtual Machine and Blade builds, with new installations of Windows 2003 through Windows 2008 R2 Server.
• Performed NLB clustering of Virtual Machine and Blade servers as requested by the customer.
• VM builds were completed using Virtual Machine Manager 2008 R2 running on top of Windows 7 Enterprise OS.
• Documented processes and procedures required to perform the team's daily duties.
• Provided informal training and guidance to junior team members.

Confidential

Support Analyst, Microsoft FITOAD Department

• Provided support and processed Service Requests via MSE for various applications and services within Microsoft's Finance IT environment.
• Performed software installations of SQL Server 2000 through 2008 and IIS 6.0, per department standards and/or client specifications.
• Executed batch scripts and deployed IIS and SQL-based applications on Microsoft pre-production and production servers.

Confidential

Support Analyst, Microsoft MSN

• Provided incident support to Microsoft properties worldwide, primarily those in the United States, Japan, and the UK.
• Escalated hardware failure/predictive-failure alerts to the appropriate Site Services teams to resolve.
• Worked with Tier 2 teams to properly handle non-standard incidents and potentially client impacting issues.
• Worked with shift team members to coordinate workflow within the SOC and relayed any new or special instructions to the next shift.