SUMMARY:

Accomplished and versatile IT leader with extensive and hands - on experience in project/program management, software testing, OEM/partner relations, lab management, software development, training, recruiting and customer service. Proven background as an individual contributor and team leader, managing large groups in the end-to-end execution of various technical projects and system deployments. Skilled Confidential building and sustaining strong business and client relationships. Demonstrated success managing large, complex projects throughout all phases of the infrastructure and software development project lifecycle, including setting project scope, creating schedules, allocating resources, monitoring quality, debugging, and creatively working through problems and changing requirements. Exemplary communication and interpersonal skills.

AREAS OF EXPERIENCE:

Software Quality Assurance | Project Management | Cross-Functional Collaboration | Training Test Automation & Scripting | Vendor Management | Black Box & White Box Testing | Debugging Bug Identification & Resolution | Business & Data Analysis | SQL, PowerShell, HTML, XML, C#, Java, GIT | PowerBI Reports | Budgeting & Resource Allocation | Test Lab Configuration | Release Management | Reporting & Documentation | Cross-Group Collaboration | Automation System Design | Creative Problem-Solving | Root Cause Analysis | Technical Writing | Recruiting | Training |MS Excel | MS Word | MS PowerPoint | MS Outlook | MS Access| MS Visual Studio | KPI Management

PROFESSIONAL EXPERIENCE:

Confidential, Evansville, IN

Customer Service Representative - Advanced Troubleshooting Support

Responsibilities:

• Provide customer support in investigating and debugging customer reported device, services, and account issues.
• Work with customers to troubleshoot, find root cause of customer reported problems and resolve these with customers in a timely manner.

Confidential, Redmond, WA

Service Engineer

Responsibilities:

• Team leader in workflow management, failure investigations and debugging, security related incidents, and devops role investigations/recovery/RCA’s.
• Oversaw numerous teams and projects within the Windows Azure organization, managing contractor staffing, project, budget needs while evaluating and socializing new technologies product inclusion.
• Drove test execution, debugging, quality control and improvements.
• Delivered successful results to management through improved automation, cost reduction, data analysis using SQL and PowerBI reports, and workflow streamlining.
• Received consistent praise for success serving as the key liaison on projects.
• Managed automation responsible for test/certification of technologies. Responsible for end-to-end test automation on new products, as well as performing ongoing lab maintenance, system prototyping and selection, and test setup design.
• Greatly improved automation lab efficiency by collaborating with multiple teams to design, implement, and maintain a series of improved standards and toolsets (i.e. workflow and test authoring, debugging, smart naming conventions, KVM access, etc.).
• Served as member of v-team that rolled out Dev Ops across the Windows Azure organization. Part of 2 different team rotations that provided 24/7 support for system failure debugging and fixes.
• Created web page using HTML, C# and SQL that reported on latency in the system.
• Collaborated with peers and later owned the responsibility of improving the efficiency of automated XML workflows and test jobs.
• Created test collateral for automated setup with a focus on debugging and leading the Windows Upgrade project effort.
• Queried SQL Databases for data, created Excel and PowerBI reports for executive management.
• Debugged and triaged failures and drove fixes with team.
• Triaged automated OS or system related failures across the organization and ensured bugs had proper owners and resolution.
• Worked with Security team to investigate, identify, resolve security related issues. Partnered with Dev team to create security threat modeling of automated systems.
• Owned and created automated XML workflows and test jobs that ensured successful, consistent, efficient machine setup across various platforms.
• Collaborated with Dev counterparts to create and implement new automated test tool technologies across the entire Windows Azure division.
• Led a test team that focused on executing test automation and manual testing. Wrote test cases, improved test efficiency, debugged failures, reported on results to executive team.
• Mentored, trained and led a team of interns on multiple occasions to improve their technical and business skillsets.

Staffing Associate

Confidential

Responsibilities:

• Served as primary internal recruiter for Windows Client Organization.
• Trained and educated customers and hiring managers, mentored Staffing Associates and Consultants on internal recruiting processes.
• Collaborated with Windows Hiring Teams and Primary Consultants, assisted with sourcing and screening of candidates, created job descriptions, worked on relocation packages, executed background checks with outside agency.
• Partnered with HR Generalists, Hiring Managers, legal team and relocation team on offers, relocations, and promotions.
• Worked with multiple recruiting databases and used SQL to build reports in Excel.
• Managed relationship between team and vendor partners.
• Served as Subject Matter Expert (SME) for recruiting processes, the Confidential internal transfer process, Confidential Recruiting Databases, and Confidential international transfers (Relocation/VISA).
• Staffed new Finance Organization’s Executive team.