Xbox Tier III Service Engineer Resume Redmond, WAÂ - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Xbox Tier III Service Engineer

Responsibilities:

Supported the Xbox live Service by collaborating with multiple service engineering teams to produce and support a highly reliable experience for the end users.
Frequently worked with leadership to contribute in near and long-term planning exercises.
Designed, wrote and delivered software to measure and/or improve the availability, scalability, latency, and efficiency of Xbox Live Services.
Provide subject matter expertiese and consulatation regarding service impact and mitigation steps.

Confidential, Redmond, WA

Xbox Tier II Support Analyst

Responsibilities:

Provided alert based troubleshooting and investigation issues from a SCOM monitoring based solution.
Used cross-group communication skills to assit in investigating issues raised by internal/external partners.
Delivered application support deploy, operate, optimize, and overall service management accountability.

Confidential, Redmond, WA

SYSTEM ADMINISTRATOR TIER II

Responsibilities:

I Provided Support for Windows Server Labs, Enterprise Engineering Center, and Windows Private Cloud test environments.
Administered and troubleshoot Microsoft hosted test environments through timely alert and request response, acknowledgment, triage and escalation processes.
Assisted in managing Hyper-V Hosts to support a total of capacity of 80,000 VMs simultaneously.
Interacted primarily with test engineers, other engineering teams, and developers to resolve issues, obtain unique technical approaches and understanding new methods and standards.

Confidential, Redmond, WA

OFFICE 365 TIER II SUPPORT ENGINEER

Responsibilities:

I specialized in supporting Exchange Online for Office 365, Microsoft’s email, calendar and contacts solution delivered as a cloud service. In addition, I served as a support engineer for the Business Productivity Online Sservices transition team and the Office 365 mobile team.
I employ advanced research techniques, cross-departmental collaboration skills, and a variety of administrative tools, including PowerShell to diagnose, troubleshoot, and resolve break-fix issues with DNS, Active Directory, and Exchange Online configurations for Office 365.
I’m also skilled in creating and managing service requests in CAP (Customer Assistance Portal), RightNow CRM, and Product Studio while utilizing the SOAP methodology and Total Case Ownership to provide a consistent, world-class support experience for BPOS-S and Office 365 Administrators.