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Sme/helpdesk Agent Resume

Bellevue, WA

SUMMARY:

  • Information technology support technician with expertise in SCOM administration and support.
  • Self - driven and can work well alone or with a team.
  • Extensive experience in SCOM, PowerShell, Transact-SQL, network troubleshooting, document creation, and application troubleshooting.
  • Expert level at troubleshooting SCOM agents, gateways, management servers.
  • Experienced using verbose tracing to pinpoint difficult issues.
  • Experience supporting and troubleshooting synthetics-based monitoring solutions for monitoring websites.
  • Lots of experience creating monitors, rules, and overrides using the SCOM console, as well as using Visual Studio Authoring Extensions and authoring XML in Notepad++ for tweaking existing management packs, and creating new management packs.
  • Extensive experience in Transact-SQL querying.
  • Extensive experience with PowerShell and scripting to perform repetitive tasks across many servers and to come up with creative solutions to unusual problems.
  • Extensive experience in SharePoint, Confidential Office Products 97- 2016 (Word, Excel, Access, PowerPoint and Outlook), Confidential Windows 95 through Windows 8.1, Visio, maintaining, troubleshooting and upgrading PCs and servers.

PROFESSIONAL EXPERIENCE:

Confidential, Bellevue, WA

SME/Helpdesk Agent

Responsibilities:

  • Intermediary between the SharePoint Online team and SCOM infrastructure support team Confidential .
  • Receives monitoring requests from SharePoint Online team, and then translates them to a form easily understood by Confidential personnel.
  • Performs quality control for monitoring solutions implemented by Confidential .
  • Creates custom monitoring solutions using Visual Studio Authoring Extensions, Notepad++, and SCOM Authoring Console.
  • Performs automated (and not-so-animated) password resets across the Dedicated and ITAR environments for Service Fabric team.
  • Develops Transact-SQL solutions extensively on backend of system to solve missing alert issues, and determining changes needed in monitoring rules.
  • Develops PowerShell solutions and other scripting to diagnose and test many servers at a time.
  • Supports synthetics-based web monitoring
  • Collaborated with peers cross functionally to share best practices and transfer knowledge.

Confidential, Bellevue, WA

SME/Helpdesk Agent

Responsibilities:

  • Intermediary between the SharePoint Online team and SCOM infrastructure support team: Confidential .
  • Receives monitoring requests from SharePoint Online team, and then translates them to a form easily understood by Confidential personnel.
  • Performs quality control for monitoring solutions implemented by Confidential .
  • Creates custom monitoring solutions using Visual Studio Authoring Extensions, Notepad++, and SCOM Authoring Console.
  • Performs automated (and not-so-animated) password resets across the Dedicated and ITAR environments for Service Fabric team.
  • Develops Transact-SQL solutions extensively on backend of system to solve missing alert issues, and determining changes needed in monitoring rules.
  • Develops PowerShell solutions and other scripting to diagnose and test many servers at a time.
  • Supports synthetics-based web monitoring
  • Collaborated with peers cross functionally to share best practices and transfer knowledge.

Confidential, Bellevue, WA

Tier 3 SCOM 2007 and MOM 2005 Support

Responsibilities:

  • Escalation point from Tier 1; intermediary between the frontline technicians and the engineering team.
  • Developed Transact-SQL solutions extensively on backend of system to solve missing alert issues, and determining changes needed in monitoring rules.
  • Developed PowerShell solutions and other scripting to diagnose and test many servers at a time.
  • Extensive experience creating monitoring solutions from the SCOM console.
  • Supported synthetics-based web monitoring
  • Supported ticketing from SCOM to Product studio.
  • Some experience in Management Pack development using the SCOM authoring console.
  • Collaborated with peers cross functionally to share best practices and transfer knowledge.

Confidential, Bellevue, WA

Tier 3 SCOM 2007 and MOM 2005 Support

Responsibilities:

  • Escalation point from Tier 1; intermediary between the frontline technicians and the engineering team.
  • Developed Transact-SQL solutions extensively on backend of system to solve missing alert issues, and determining changes needed in monitoring rules.
  • Developed PowerShell solutions and other scripting to diagnose and test many servers at a time.
  • Collaborated with peers cross functionally to share best practices and transfer knowledge.

Confidential

Customer Support

Responsibilities:

  • Developed Transact-SQL solutions identifying issues with Confidential delivery and composition issues, Confidential customer information collection and web tool construction, determining and defining issues involving more than one application.
  • Troubleshot Confidential newsletter composing and delivery tool when marketing and other users were unable to perform tasks.
  • Troubleshot Confidential web composition tool to help when marketers and other users were unable to perform tasks.
  • Administered access to Confidential, Confidential, and Customer Support Tool.

Confidential

Knowledge Team Co-Leader

Responsibilities:

  • Proficient in creating Pivots, charts, and queries using SQL, Access, and Excel.
  • Experienced in using Visio to map out and develop workflow processes.
  • Used InfoPath and SharePoint sites to create Primus article submission templates and then track and gather d Confidential regarding those submissions.
  • Identified and then filled communication gaps between Tiers 2 and 3 and Helpdesk.
  • Specifically:App Install process, SPSites, and Anti-virus support. Unaddressed, these ‘holes’ would have resulted in deployment without proper support processes and relationships in place.
  • Collaborated with AntiVirus group to create interim AntiVirus reporting and support processes to fill gap until they can officially deploy their own.
  • Trained and managed two new employees in how to create, review, edit, and properly publish Primus articles according to team guidelines.
  • Provided Primus usage reports as required for Helpdesk and Tiers 2 and 3.
  • Knowledge of Helpdesk processes and relationships pivotal in creating Helpdesk/Tier2 processes and managing relationships with Tiers 2 and 3.

Confidential, Redmond, WA

SME/Helpdesk Agent

Responsibilities:

  • Excelled in customer service across 3 technical areas:
  • Networking: 6 months experience
  • Operating Systems/Internet Explorer: 18 months experience
  • Messaging: 10 months experience
  • SME from before joining Client Services Knowledge Team at Confidential - Confidential .

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