SUMMARY:

Experienced E - Discovery Specialist with client service management expertise in providing support to internal and external customers within major software solutions companies. Extensive experience troubleshooting complex critical, time-sensitive client issues, organizing multiple functions on a daily basis, completing projects, and coaching team members to meet and/or exceed departmental KPI’s. Acknowledged as a pivotal contact point for troubleshooting, driving change, process improvement, and enlisting the enthusiastic support of reporting staff to maintain efficiency.

SKILLS:

• Server 2K3/2K8/2K12
• Relativity Administration
• Windows Server Clustering
• Application Support
• VMware ESX 5/6
• Performance Tuning
• Technical troubleshooting
• SQL 2K8/2K14 Clustering
• IIS 6/7 Administration

PROFESSIONAL EXPERIENCE:

Infrastructure Support Engineer

Confidential, Chicago, IL

Responsibilities:

• Implementing, maintaining and providing escalation support for the Relativity E-Discovery application platform and the various its infrastructure components including; MS SQL, IIS, and Windows 2008/2012.
• Initial responder on 2nd shift for identifying, troubleshooting, diagnosing root cause of, and resolving issues (server and PC hardware failures/alerts, application incidents, etc.) reported via remote monitoring software, phone, or email.
• Quickly establishing client communication within SLA and providing regular updates until issue resolution.

Technical Platform: Windows 2008/2012 Enterprise Server, SQL 2008/2014, IIS 7, AppAssure, Backup Exec,Veeam

Infrastructure Support Engineer

Confidential, San Francisco, CA

Responsibilities:

• Investigation and timely resolution of critical highest priority issues that impeded access or availability to externally facing eDiscovery technologies and/or infrastructure
• Partnered closely with Confidential ’s IT organization to participate in the architecture, provisioning, and implementation of sophisticated and scalable hardware solutions, including:
• Virtualized server solutions utilizing Hyper-V
• SQL Database clustering solutions
• Secure network solutions for complex regulatory requirements (e.g. HIPAA, PCI DSS, ITAR)

Technical Platform: Windows 2008/2012 Enterprise Server, SQL 2008, IIS 7

Systems Administrator

Confidential, Kansas City, KS

Responsibilities:

• Maintained, configured, and provided advanced support for the Relativity E-Discovery application platform and its various infrastructure components including; MS SQL, IIS, and Windows 2008/2012 in a 24/7 environment and ensuring a high availability and performance of a large environment.
• Administered and monitored SQL databases including maintenance, performance tuning and backups.
• Maximized performance and supported the on-demand requests of internal and external users of Relativity.

Technical Platform: Windows 2008/2012 Enterprise Server, SQL 2008, IIS 7

Application Support Analyst

Confidential, Overland Park, KS

Responsibilities:

• Maintained and provided escalation support for the Relativity E-Discovery application platform and the various its infrastructure components including; MS SQL, IIS, and Windows 2008/2012.
• Issue triage, resolution, product releases, patch set reviews, upgrades, etc.
• Liaison with IT and DBA teams to address applications availability and performance issues.
• Coordinated and optimized implementation and progress of large attorney document review teams through Relativity software platform.

Technical Platform: Windows 2008 Enterprise Server, SQL 2008, IIS 7

Client Services Technical Support Manager

Confidential, Chicago, IL

Responsibilities:

• Developed and implemented processes and procedures to improve operational efficiency and client satisfaction.
• Developed, tracked, and reported on key performance metrics for the staff.
• Increased productivity of overnight by: reducing QC errors to less than 8 percent, reduced the amount of missed calls during peak hours by 15 percent, and increased time tracking hours measured by 12 percent.
• Maintained work schedules for the client services team, assuring proper coverage during normal and off-hours.
• Prioritized activities of the client services team on a scheduled and real-time basis, as needed.
• Ensured adherence to service level agreements of quality, productivity, accuracy, and other defined metrics. Ensured that client services team maintained a high degree of ownership and accommodation when interfacing with internal and external clients.
• Drove improvements in overall service levels, transactional efficiencies and cost management.

Application Specialist II - Team Lead

Confidential, Chicago, IL

Responsibilities:

• Assigned tickets to staff, monitored quality of tickets, ensuring procedures are followed consistently, and balancing staff work load.
• Provided quality review of ticket coding and procedures being followed to resolve tickets.
• Reviewed ticket aging and made sure that staff are providing regular status updates in tickets and escalating to resolve and close tickets in a timely manner.
• Reassigned tickets as needed to equalize work and ensure that the proper technical skills are matched with assigned tickets.
• Led scrum meetings and acted as escalation point for high level technical issues.

Application Engineer

Confidential, Chicago, IL

Responsibilities:

• Maintained, analyzed, and repaired complex client databases comprised of highly sensitive and confidential documents.
• Troubleshot technical application issues via phone, email, and remote connection to customer environment.
• Identified, tested, and documented defects and acted as liaison between Level 1
• Application Specialists, Product Management and Development.

Technical Platform: Windows 2003, 2008 Enterprise Server, SQL 2005, 2008, IIS 6, IIS 7

Data Center Engineer

Confidential, Elk Grove Village, IL

Responsibilities:

• Built, upgraded, and configured custom ordered servers through complete cycle (hardware, OS installation, racking), spanning several different platforms (Windows, Redhat Linux, VMWare, Ubuntu) and configurations.
• Supported emergency response to server issues in a 7X24X365 enterprise environment.
• Troubleshot problems related to hardware, operating systems, middleware, and application layers.
• Supported VMware Virtual Infrastructure, and deployed VMware Infrastructure 4.0 in the environment and virtualized servers using P2V.

Technical Platform: Windows 2003, 2008 Enterprise Server, VMware 4.0, Redhat Linux

Senior Network Operations Analyst

Confidential, Chicago, IL

Responsibilities:

• Monitored network and server infrastructure, with management and monitoring software and alarm systems.
• Monitored and support as well as troubleshot production applications.
• Performed Level 1 & 2 network and server level event support of the Tribune Technologies network infrastructures.

Technical Platform: Windows 2000, 2003, 2008 Enterprise Server, VMware 3.5, Solarwinds Orion NMS 9.0, Windows XP, HP OpenView NNM, Zabbix

Global System Engineer

Confidential, Lombard, IL

Responsibilities:

• Deployed, supported, and troubleshot multiple VMware ESX 3.5 servers.
• Deployed, supported, and troubleshot global backup solution.
• Responsible for server, application, desktop, and hardware troubleshooting, escalated from other engineers across the global enterprise.
• Providing 3rd level support for desktop (Windows XP, Microsoft Office, etc.) issues.
• Supported large - scale enterprise environment on a global scale for network and system issues while meeting SLA’s for problem resolution.
• Tuned performance of servers, upgraded servers, redesigned infrastructure and stabilized network.
• Standardized the change management process across global infrastructure.
• Managed projects and participated in the design, implementation, and support of server and network infrastructure.
• Utilized SMS to deploy applications, provided patch management, and performed hardware and software inventory across enterprise environment.

Technical Platform: Windows 2003 Enterprise Server, VMware 3.5, Exchange 2007, SMS, Active Directory, IIS 6.0, Solarwinds Orion NMS 8.5, 9.0, Windows XP

Senior Systems Programmer II - Windows Engineer

Confidential, Chicago, IL

Responsibilities:

• Supported VMware Virtual Infrastructure, and deployed VMware Infrastructure 3 in the environment and currently virtualized servers using P2V.
• Supported large Microsoft Windows server NT, 2000, 2003 environments (7,500+ Servers) across 3 Data Centers in Chicago, Jacksonville, and Little Rock including experience planning and executing large deployments of new systems, upgrades, and maintenance.
• Supported emergency response to customer issues in a 7X24X365 enterprise environment.
• Utilized SMS to deploy Microsoft mandated security patches. Planned and executed large deployments of new systems, upgrades, and maintenance.
• Deployed, supported, and troubleshot infrastructure running two-tier and n-tier applications on Microsoft platforms using IIS, SQL Server, .NET, and a multitude of home grown applications.

Technical Platform: Windows 2000, 2003, 2008 Enterprise Server, VMware 3.0, IIS 6.0. SMS