SUMMARY:

Broadly experienced in protection of business value through solid IT Service Engineering, Service Management and Service Support. Skilled at working across organizational boundaries to identify and align on common goals. Comfortable leveraging both technical and soft skill sets to solve challenging problems. Skilled at working with both IT and business staff. Capable of analyzing problems and identifying root cause trends, along with driving service improvement opportunities across teams, large and small.

EXPERTISE AREA:

• Highest level of Service | Application Support
• Database & Web Administration
• Server Administration
• Data Warehouse Operations and Support
• Production and Lab Environment Planning and Implementation
• Strong Communication skills
• SLA and OLA negotiation, documentation & reporting
• Process Creation, Improvement and Documentation
• KPI | Metrics definition, collection and analysis
• Personnel and Project Management

TECHNICAL SKILLS:

• Windows Server and Client
• Hyper - V, Azure
• SQL Server Relational DB, Analysis Services (OLAP), Reporting Services, DTS/SSIS, Mirroring, Clustering, Backup
• IIS, FTP, SFTP
• PowerShell, T-SQL, VBScript, VBA, WSH, Shell
• MS Office, Visio
• Visual Studio, Source Control/Bug Tracking
• ITIL 3.0 Foundations
• MCSE: Windows NT 4.0
• DHCP, DNS, ADFS, File Services, NLB, Clustering, WMI, some AD
• Citrix Certified Administrator (CCA)
• Currently learning: Software-defined networking, Docker, more AD
• HP Servers; light SAN, Cisco & HLB

EXPERIENCE:

Confidential, Redmond, WA

Principal Service Manager

Responsibilities:

• Accountable for ensuring performant IT services, centered on ensuring business value and continuity.
• These services support automated manufacture testing and related control systems as well as management of operational data and reporting for hardware devices
• Documented process intersection between Business Services and IT Services, to allow the Support team to better understand actual impacts coming from problems with our services.
• Identified, documented, and worked with the team to instantiate operational, non-functional requirements for supported area, to ensure that solutions meet performance and supportability needs. Managed IT co-delivery partners that contribute to supporting services, to ensure adherence to non-functional requirements and KPIs. Negotiated and documented Operating Level Agreements (OLA) with co-delivery partner teams to serve as the basis for better alignment on support goals and partner accountability.
• Trend analysis and report out for service-impacting incidents. Managed resulting service improvement and monitoring opportunities within the team and across organizations, to improve service availability and reduce incident ticket volumes.
• Coordinated with Major Incident support team to ensure contacts and engagement expectations across IT partner teams are understood and documented. This helped ensure that our crisis support teams were equipped with the best information to quickly engage partner teams and reduce incident duration.
• Worked with Engineering and Service Engineering teams to drive improvements coming from incident post-mortem and proactive trend analysis into the engineering backlog.

Confidential, Redmond, WA

Senior Support Engineer / Senior Service Engineer / Principal Service Engineer

Responsibilities:

• Operated a custom portal and related services that support Xbox and Games for Windows 3rd Party Publishers/Developers and their interactions with Confidential to get games to market.
• Incident escalation support for services comprising the Digital Supply Chain at Confidential (digital assets such as keys used to unlock Xbox games, and MS Office).
• Led a small team of Service Engineers (3-5 vendors).

Confidential, Redmond, WA

Technical Support Manager

Responsibilities:

• Led the Xbox Platform Services IT Support team; managed a small team as well as acted as individual contributor.
• Provided the highest level of technical troubleshooting and support for a suite of Line of Business apps and Internet-facing Partner portal supporting the Xbox Developer community of 13,000+. Also acted as manager of the Build team, which was responsible for daily build of 22 projects that span the largest part of Confidential ’s Entertainment and Devices division, including Xbox, Zune, DirectX, Xbox Live and Xbox.com efforts.
• Production and Lab Environment planning, Implementation, Budgeting, Budget management, Application and Process Documentation, Process creation, improvement, SLA creation, adoption, implementation, Disaster Recovery planning.
• Personnel Management, Budgeting, Budget Management, Customer relationship management, SLA creation, Project scheduling and management, Issue tracking and resolution.

Confidential, Redmond, WA

Systems Analyst / Senior Support Analyst

Responsibilities:

• Led the Tier 2 Support Team which was responsible for the MS Tax Data Warehouse as well as for 20+ other Line of Business applications used by internal Confidential Tax and Internal Audit professionals.
• Personnel Management (direct and dotted-line reports), Project Team Lead representing Logistics/Support; Production and Lab Environment planning, Implementation, Budgeting; Budget management; Application and Process Documentation; Process creation, improvement; SLA creation, adoption, implementation; Disaster Recovery planning.
• Application and Server issue troubleshooting; Production application deployment; VLDB SQL Server DBA (Production and Lab); DW Operations (Production); Scripting Automation; Server and IIS Administration; Source Code management; Support Request management; Data Center and Infrastructure Group Coordination; Manage Resource access; assist with Application Design decisions regarding Architecture, Security, and Manageability.