Microsoft Secure Admin Workstation (SAW) Technical Support Engineer Resume Redmond, WA - Hire IT People

SUMMARY:

A results - driven IT professional with over 18 years of experience in computer technology and support for Small, Medium and Enterprise environments.
Advanced skills in analysis, building, implementation, troubleshooting and documentation of Windows Server (2008, 2008 R2, and 2003) and Enterprise level IT infrastructure.
Hand on experience in building out Microsoft lab environments which include racking servers, routing network cable, and installing kernel debuggers and switches, as well as implementing a variety of KVM solutions.
Extensive hands on experience with remote and in-person troubleshooting and support including hardware and software issues for developers, testers and end users with different skill levels through Clarify, Remedy, AIMs, TFS, Email requests, MSE, TechEase and other web based ticketing systems.

TECHNICAL SKILLS:

OS Platform Experience: Windows 10, 8.1, 7, Vista, XP, 98, 95, and 3.11; Server 2008 R2, 2003 NT 4.0, NT 3.51, Linux, Unix, and VAX/VMS
Experience with the Following Applications: Microsoft Office, SQL, TechNet, ARS Remedy, Clarify, WTT, TFS, Visual Studio, Hyper-V, Domain and Network tools
Over eighteen years of hardware and software maintenance experience
Maintain a home wireless network and internet facing web server
Proficient at HTML coding and publish an internet facing personal website

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Microsoft Secure Admin Workstation (SAW) Technical Support Engineer

Responsibilities:

Provided Tier 3 product support to Microsoft employees through email, Yammer, and ticketing system
Delivered knowledge base documentation and weekly group status reports
Used Application Insights, Power BI, Active Directory, and internal tools to troubleshoot user issues.
Troubleshot issues in Hyper-V, Networking, VPN, Skype, and laptop hardware
Created Feature request and bugs in Visual Studio for engineering team.
Maintained physical inventory and tracking of high value devices, and worked with mailing services to ship devices to users.

Confidential, Seattle, WA

Microsoft Bing Places/Ads Technical Support Engineer

Responsibilities:

Provided Tier 2 product support through ticketing system
Wrote knowledge base documentation, training decks, and daily/monthly reports
Provided technical support for Bing Ads billing pod, by investigating credit card issues through the use of SQL queries and other internal tools
Submitted feature requests for product improvement as well as refined ticket and bug coding processes which allowed for increased clarity of key call drivers
Provided content for meetings with engineering, customer service support, and global peers

Confidential, Redmond, WA

Microsoft Exchange Online/Office 365 Support Engineer

Responsibilities:

Exchange server builds, upgrades, maintenance, decommissions, and customer requested configurations to Exchange 12 and 14 environments running Windows 2008 R2 and Windows 2003 in a production server environment.
Extensive work in Exchange Mailbox, Client Access (CAS), Transport, Public Folder and Archive server roles including database migration and load balancing.
Performed server OS IPAKs, Hotfixes, and Patching
Worked from a ticket queue in a multi-tasked high demand position through multiple shifts and Saturday maintenance windows.

Confidential, Redmond, WA

Microsoft Lab Engineer for BPD Operations

Responsibilities:

Server and lab support for all of BPD Operations Labs as well as all SQL lab machines, which include servers, virtual machines, and desktop test machines.
Performed break/fix, system installs, decommissions, lab management, all documented through a web based ticket system.
Delivered daily reports on automated recovery system failures, identifying root cause.
Use of WDS boot, ASI, UIP, and WTT in daily machine recovery; as well as Hyper-v installs

Confidential, Redmond, WA

Microsoft Lab Engineer with Windows Core

Responsibilities:

Supported and installation of over 800 client desktop and server computers (IBM, Dell and HP) in a lab environment, performing daily restores to test systems in a Windows pre-installation environment OS.
Used ticketing system to break/fix component failures, drivers, patching, RAS, networking and upgrades
Cabled entire benches and server racks for power, Avocent and Raritan KVM, network, and debugging
Member of Lab quick response team and Involved in quarterly inventory control

Confidential, Seattle, WA

Network Operations Center Analyst

Responsibilities:

Monitored and troubleshot a SS7 data network for Enhanced 911 cellular traffic, and VOIP
Provided support for government service bureau and communication hardware
Provide customer reports, procedural documentation, and provisioning data entry through ARS Remedy
Developed the NOC resource website and played role in company’s TL-9000 and ISO-9000 certification