SUMMARY:

• Supported Microsoft Operating Systems since DOS 2.0 through Windows Server 2012 for both Premier and Professional customers
• Functioned as a Senior Support Escalation Engineer for all support teams both Domestic and International in numerous technologies revolving around deployment, patching, system recovery and all deployment technologies including MDT, WDS, SMS, SCCM along with the entire System Center Suite.
• Senior Technical Support Lead for Microsoft operating systems, including writing, delivering and maintaining all training used to ramp up our outsource teams and a good portion of our premier support teams training. Within this role I was also responsible for leading and coordinating all of the other Technical Support led to Microsoft Outsourcing. Technical Support Leads are responsible for maintaining the technical expertise and acting as the final escalation point for all support teams overseas. While in this role I assisted in hiring and training the employees for all three primary support sites in India including Pune, Delhi and Bangalore. I remained in India for the first six months of the opening of each of these sites and, for the as much as 8 years, I spent 6 to 8 months of every year in India assisting the support team in both training them locally and ramping them up to do their jobs
• I have written over 8000 pages of training for Microsoft including training used to prepare all Microsoft support professionals in numerous operating systems and specialties. I have been a contributing writer and editor for four Microsoft Resource Kits and 2 Microsoft deployment guides. I have also acted as a technical resource for the development of many Microsoft Certification Exams. My most recent documentation efforts (within the last two years) focused around the following topics:
• Supporting Windows Vista, Windows 7, Windows Server 2008, Windows Server 2008 R2 and server 2012
• Wrote the five week training course used to train every new employee for the setup/deployment/critical response support teams
• Bitlocker (Microsoft TMP security implementation)
• Microsoft Virtualization including Hyper - V, Virtual Server, System Center Virtual Machine Manager (SCVMM)
• Debugging and troubleshooting blue screens and system crashes
• Microsoft Deployment technologies
• Boot process and File systems
• Backup technologies
• Server Core
• Servicing
• Active Directory Management
• System Center suite
• Delivering training to customers outside of Microsoft on numerous topics
• Acting as the primary escalation point for all cases involving Hardware technologies, Bitlocker and Microsoft Virtualization and Operating System deployment
• Debugging Kernel mode operating system crashes
• Leading numerous support teams over my career at Microsoft
• Outside of Microsoft I architected both SCCM and SCOM systems for numerous enterprise organizations and managed the deployment and patching of thousands of systems both server and workstation.

TECHNICAL SKILLS:

Operating Systems: Server Windows NT4, Windows 2000 Server, Windows Server 2003. Windows Server 2008, Windows Server 2012

Client: Windows 95, Windows 98, Windows ME, Windows 2000 Professional, Windows XP, Windows Vista, Windows 7, Windows 8 and Windows 10

Hardware: SAN, ISCSI, IA64, X64, X86 Security and TPM, and a long list of others. This is considered one of my areas of specialty within Microsoft.

Software: All Microsoft Office applications. Exchange 2007 and 2010. SMS 1.0/2.0, System Center Suite 2007 and 2012 (all components), System Center Virtualization Manager, Hyper-V, Windows Clustering and other high availability solutions, WDS, MDT and other Deployment Technologies, 1E Nomad. Microsoft Cloud Platform Systems CPS (Private cloud)

Networking: All Microsoft Networking technologies along with Netware since 3.0. IPV4, IPV6, IPSEC, DHCP, WINS, DNS, NAP, NPS (RADIUS), VNP and Active Directory

Languages: Basic, Machine Language and some C++.

PROFESSIONAL EXPERIENCE:

Confidential

Microsoft Cloud Platform System(CPS) specialist

Responsibilities:

• This was a Dell contract with Cybersearch with the purpose of providing knowledge transfer and support for 6 newly installed local cloud systems
• Provided knowledge transfer to multiple Confidential support professionals on monitoring and managing Microsoft CPS systems. Knowledge transfer included: SCOM, SCVMM, Hyper-V, Microsoft Cluster, Microsoft Azure (KATAL), Microsoft SMA, Powershell, CPS hardware components, Server 2012, and numerous other related technologies
• Provided hardware replacement assistance when needed
• Provided software and hardware troubleshooting where needed

Confidential, Charlotte, NC

Sr. SCCM Engineer /Senior Consultant

Responsibilities:

• Provided Consulting services with focus on IT Infrastructure
• Deployed and supported System Center suite (2007 and 2012) in major enterprise
• Deployed Windows 7, 8, xp, and all server versions using a combination of SCCM and MDT
• Implemented all phases of operating system deployment and management including:
• Conducted Application testing and remediation
• Built deployment infrastructure
• Captured and deployed operating systems, software and drivers
• Creating custom install scripts using MDT
• Providing ongoing monitoring systems through SCOM, Orchestrator and Service manager
• Deployed Exchange server 2010
• Built Hyper-V infrastructure and management systems (SCVMM)
• Acted as System Administrator administering Active Directory for clients
• Built local cloud systems utilizing SCVMM, SCOM, Orchestrator and IIS
• Installed four servers to manage migration of windows xp to Windows 7 worldwide to over 15000+ workstations
• Utilized 1E Nomad to manage low bandwidth installations along with some portable SCCM instances for unique deployment circumstances. Deployment and application compatibility remediation took a 18 months
• Experience in migrating third party systems to Microsoft System Center including: Altiris, Solarwinds, Bigfix and HP Openview.
• Architected and deployed System Center Operations Manager for three separate enterprise environments.

Confidential, Charlotte, NC

SCCM Engineer/Team Lead

Responsibilities:

• Installed 2 primary SCCM servers in root domain and 3 additional servers in DMZ’s
• Created MDT UDI menu’s to allow custom server configurations and multiple operating system installs across 11 domains using a single task sequence to both virtual and physical systems
• Managed patch deployment for all domains

Confidential, Charlotte, NC

Senior Escalation Engineer/Team Lead

Responsibilities:

• Managed vendor outsource partner daily thru interaction with management and technical leads on technical issues and managerial issues
• Managed a complex scope of technical support and services planning, development and operations with our most strategic support partners
• Supported Professional for Microsoft Office (briefly, about a year)
• Supported Professional supporting Microsoft Operating systems
• Developed level 400 (very high level) training for Microsoft
• Delivered the training both developed by myself and others worldwide in numerous Microsoft technologies
• Served as the Senior Escalation Engineer (final point of contact for any problems that cannot be solved by frontline support professionals in both Premier and Partner support with the windows setup team.)
• Senior Technical Support lead (Technical team leader for all Senior Escalation Engineers in the TSL role) TSL’s work with outsource teams to train them in how to do their jobs, help them do their jobs, maintain their technical skills and act as a final escalation point for any cases they cannot solve