SUMMARY:

• Management experience
• Currently hold Security clearance for Microsoft working on PHX machines
• Strong understanding of networking including CISCO Routing and Linux Distributions
• SQL Query writing and programming knowledge including stored procedures and indexing
• Excellent Communication and Team Compatibility Skills
• Outstanding Troubleshooting Skills
• Self - motivated to meet targeted goals
• Strives to stay updated on current IT environment
• Exceptional Customer Service Skills

TECHNICAL SKILLS:

Networking: Cisco routing, cabling, DNS, security patching

Lab Engineering Systems VMWare, Hyper: V, KVM, MadDog (WTT), UIP, Windows Server 2003-2012

Scripting Experience: PowerShell, SQL, C#

Troubleshooting Windows 2000: 8.1, Apple OS, Linux, Android, Active Directory, IIS

PROFESSIONAL EXPERIENCE:

Hardware Lab Systems Engineer

Confidential, Redmond, WA

Responsibilities:

• Support Users, Labs and Infrastructure for Xbox, HoloLens and Silicon teams at Microsoft
• Support 250+ users with computer and network related questions
• Manage and build up multiple labs for Infrastructure servers and machines
• Support users in SVC (California), Fort Collins (Colorado) and Redmond (WA) communication via face-to-face, phone, email, and chat to assist engineers and developers in resolving technical issues
• Install physical equipment such as Monitors, Desktop PC’s, Servers, Security Cameras, Switches in hardware development labs

Deployment Manager

Confidential, Redmond, WA

Responsibilities:

• Oversee deployments from start through completion
• Managing one to 300 machine deployments, created spreadsheets
• Manage team of nine techs for break fix and deployment
• Updated and updated knowledge base articles regarding deployment process
• Audit tickets to ensure SLA was met and completed by due dates (no tickets out of SLA)
• Created SQL query to verify deployment steps completed

Systems Administrator

Confidential, Redmond, WA

Responsibilities:

• Directed adhoc responses to customer inquiries via phone and teams mailboxes
• Provided incident management support in 24/7 NOC for physical machines, virtual and Azure based services to document incidents, resolution and begin root cause analysis
• Ensured service availability and performance to meet published SLA’s
• Negotiated with outside vendors and third-parties for needed tasks and services
• Responsible for daily reporting and shift hand off

Systems Engineer

Confidential, Bellevue, WA

Responsibilities:

• Obtained security clearance for working on PHX machines
• Maintained and managed 4500+ servers, which included SQL machines and Dell Compellent SANs Utilized PowerShell on a daily basis to script and automate daily tasks
• Assisted customers with Hyper-V and Virtual Machines
• Strived for great customer satisfaction by ensuring customer issues are acknowledged and resolved within defined SLA requirements
• Negotiated with outside vendors and third-parties for needed tasks and services, such as Dell

Product Support Engineer

Confidential, Bellevue, WA

Responsibilities:

• Assembled, created, enhanced, and managed configuration files for marketing promotions and on-going configuration management needs
• Provided support (level 3) on the operation, maintenance, and troubleshooting of the proprietary machine application and operating software
• Wrote SQL code for product testing and verified product successful installation on machines
• Used specialized software to generate logo bitmaps and edited ".ini files" which form the source of the machine configurations

Lab/Systems Engineer

Confidential, Redmond, WA

Responsibilities:

• Imaged and onboarded servers and machines with various Windows operating systems
• Acted as the point of escalation to resolve technical issues within the labs
• Identified, deployed, and supported new technologies or automation to improve the operations within supported labs (UIP and ASI)
• Performed bios updates and OS rebuilds on ARM machines
• Worked across the team as necessary to resolve escalated problems
• Responsible for 3500+ server and desktop machines

STE II / Operations Engineer II

Redmond, WA

Confidential

Responsibilities:

• Maintained automated Windows and Apple machines in computer labs
• Monitored machines to ensure they are always connected to the test system
• Set up new machines with strict test prerequisites
• Worked with people on the team who requested machines for testing
• Responsible for figuring out issues with lab machines, repairing them, and communicating issues back to the right people

Software Test Engineer II

Confidential, Redmond, WA

Responsibilities:

• Built various OS matrixes and executed QA tests for CLR products to meet test schedule and coverage
• Managed machine pools for automated test runs
• Collaborated with developers, designers, testers and program managers
• Wrote SQL code for software testing templates and worked with MadDog testing tools
• Triaged hung/broken machines as needed and kept within SLA requirements

Enterprise Help Desk

Confidential, Seattle, WA

Responsibilities:

• Acted as first point of contact for information system’s user problems
• Responded to routine hardware/software issue and answered questions related to point of sale devices
• Responsible for supporting calls from stores, retail locations and internal end users

Corp Desktop Support

Confidential, Bellevue, WA

Responsibilities:

• Added users, computers and printers using Active Directory
• Provided level 3 support and technical assistance for internal and external employees
• Assisted with both hardware and software issue (memory and hard-drive issues)
• Imaged and replaced computers for HR, Accounting and Payroll with Windows 7 Image using FOG

PC and LAN Technician

Confidential, Seattle, WA

Responsibilities:

• Tested and replaced servers and verified network connections and worked with F5 servers
• Created sandbox computer/server to test products and applications with Windows Server 2003 and 2008
• Configured Active Directory for new users/accounts and administrated Microsoft Exchange 2007
• Configured RAID controllers and updated device/hardware drivers

Technical Business Support Representative

Confidential, Seattle, WA

Responsibilities:

• Troubleshot broadband connectivity which included DSL, ADSL, IDSL, EOC, and VoIP
• Troubleshot domain, DNS, and webhosting
• Took ownership of a broad range of issues including billing through technical resolution

Computer Support Coordinator

Confidential, Redmond, WA

Responsibilities:

• Provided support to users for either Windows XP, Server or mainframe applications and hardware in medical environment, and acted as IT liaison to FDA during FDA audit
• Assembled, tested and installed data and telephony network cables within wiring closets
• Identified security risks within network and applied appropriate patches