SUMMARY:

I am seeking a new opportunity to build upon my experiences within Support Engineering, and Project Management roles. I have effective communication and analysis skills enabling me to work with people from a wide range of audiences. I am results oriented, and align to a data - driven approach to impart problem analysis and solution delivery with Telecommunications, Software, Computing, and Enterprise Systems Management platforms within SDLC frameworks.

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Responsible for infrastructure, implementation to ongoing IT systems maintenance; networking, POS systems, Merchant Services, A/V, Telephony systems, Domain services, Website and SaaS Service management system.
• Performed updates to facility infrastructure, projects ranging from new flooring, signage, lighting, cabinetry, painting walls, new networking cabling, modem, router, computer systems, Mac/PC, Android and Chromebook OS.
• Achieved reduction of inbound calls through adoption of IVR telephony front office attendant, and Online service management booking system via web or mobile device platforms yielding an increase in revenue.
• Implemented an Online service management platform. Provided role based administration support of new and existing service providers. Configured service management system with service categories and 180 services.
• Trained staff on email use and service management platform to manage service appointments from PC and mobile device platforms, retail Point of Sale system, gift certificate system, and backup/redundant online payment system.
• Published service content website with all marketing materials relevant to Salon services rendered, providing galleries and service guidelines. Optimized SEO through weekly social media posts, creating bi-weekly and monthly marketing drives, crafting mailing and advertising campaigns to increase awareness and show increase of service adoption, customer utilization of customer booking system.
• Standing service manager for daily service balance between service providers. Acting escalation point for escalated clients, fielding amicable solutions between customer and provider.

Confidential

Support Escalations Engineer/Project manager

Responsibilities:

• Support of Beta through 1612 Production and Preproduction iterations of Confidential Cloud Intune systems management platform, spanning multiple deployment configurations such as Cloud only Device Management, Unified Device Management (System Center Configuration Manager 2012/ ConfigMgr connected to Intune) Azure device management, 0365 device management, and Enterprise Mobility Suite ( Confidential ) offerings.
• Subject Matter Expert, Trainer, and Technical Lead for Confidential MSP within CSS SE Cloud & Infrastructure Solutions Management Team. This role utilized Project Management skillsets to facilitate Incident Management and solution delivery with the Intune Service to CSS Pro, MCS/Premier, and Partners channels, High-Pri and Critsit levels.
• Support of Confidential Managed Platforms and Solution Delivery Incident Management team (MPSD) Premier Confidential support contracts, support of Confidential Managed Solutions (MMS) customers using hosted Confidential 2003/2007.
• MSIT Support of beta/dogfood Confidential 2012 Application Catalog, Application deployment, device health policy/GPO management.
• Fielded escalations from lower support tiers, and high-risk incidents per management request, working toward root cause analysis identification of the problems affecting customers, offering resolution workarounds and or driving bugs/DCRs to problem management tickets related to use or integration with Confidential Intune and related Cloud Services.
• Supported initial and existing deployment technical issue triage relating to use of the service spanning enrolled Computer or Mobile device functionality (Windows XP, Windows 7, Windows 8.1, Windows 10, Apple (OS X/iMac/iPad/iPhone) and Android devices in a wide range of environments, small business to corporate.
• Troubleshooting for Client health, Inventory Reporting, templated Intune Policies for PC and Mobile devices, Custom Local machine/Domain based GPO, and custom OMA-URI Group policy deployment issues.
• Provided triage support for policy based configuration issues with Windows Firewall, Intune Endpoint protection, Security Antivirus reporting and general AV Engine troubleshooting. Support of Intune Windows Update catalog, deployments of Confidential updates and custom .MSP patches.
• Supported Application deployment issues relating to Application packaging, upload to service through delivery (Exe, MSI, Appx) for PC/Windows, Mobile device store based applications and analysis of problematic ipa,.apk,.xap deployments.
• Advanced support of Corporate Intune product configurations involving Hybrid Connectivity issues, directory synchronization issues from Azure AD Connect, Azure AD Sync, and DirSync, deploying Corporate resource profiles involving Confidential Server 2012 Confidential / Confidential configurations. Troubleshooting relating to Role Based Administration, Identity related issues spanning Active Directory Federated Services (ADFS) Integration with Azure Active Directory Identity platforms Access Control Services, Confidential Azure Multifactor Authentication, and Azure Rights Management, Conditional Access, Confidential Application Management (MAM with/or without Device enrollment), VPN, Per App VPN, E-mail profile deployment.
• Internal tool usage; CRM, Siebel MS Solve and CAP client contact ticketing systems. Utilized Skype for Business, and LogMeIn and RDP sessions. PowerShell Cmdlets, CSS Viewpoint, Service dashboard reporting, Intune Client and Company Portal Logging events, Confidential Diagnostic Tool (MSDT) log tool, Azure Service Backend Event Logging REST GraphAPI. Filed bug evidence with product group developers using TFS. Frequent use of Odata Log and API Service Analysis, command line tools such as PowerShell for Windows 10, for ConfigMgr, or Windows Servers to tools like NetMon, FileMon, ProcMon, Fiddler, logCat, Xcode log analysis tools.
• Frequently collaborated with Confidential Intune Product Engineering and CXP teams standing for technical issues with unexpected product functionality mitigating bug issues. In addition to Incident management, my efforts provided in-depth technical issue identification offering examples of issue reproduction, debugging through code/log analysis. Issued business justification for DCR/RFCs in an Agile/Scrum environment, stumping for high customer satisfaction by exploring all available workarounds and shortening lifecycles via collaboration between the customer, support and development.
• Routinely tapped by peers and senior management to aid them with amicable resolutions or workarounds for high business impact and extremely escalated cases needing diplomacy and urgent solutions. Frequent recognition from peers, and leadership.
• Proactively assisted peer engineers with follow-ups on high profile cases where escalations to Development needed resolution acceptance testing with customers. As code hotfix or release updates were deployed to production servers I would engage with ItPro customer and Engineers to retest for bug conditions, if issue persisted I would capture new data conditions and communicate directly with Developer, or drive closure of bug issue.
• Created a training curriculum and peer review processes, built module based content courseware intended for self-paced study covering policies, tools, and product. Setup labs, test accounts, and knowledge assertion tests per lab topic.
• Coaching and feedback of junior technicians consisted of focused case specific training with customers on live calls, post call, or in group/team training sessions. Collaborated with junior engineers needing aid, gave live-call training guiding technician through technical workflows, case management and case wellness, data about product functionality, resource identification, tooling use, and manpower utilization.
• Hosted Skype calls with staff from global T1/T2 teams offering case review for idle/stuck unresolved customer escalations, offering direct mentoring and pairing up for case management in complex cases.
• Championed a peer driven case review process sourcing feedback to identify technical process issues or risk factors on open Incidents. Focus of review spanned technical aptitude, body of work for daily caseload handling; scoring technician knowledge, time, and resource use identifying business risks through overall case analysis. Process of review endorsed teaming, ongoing technician training/skills improvement, and reduction of incident lifespan. Overall the process yielded higher accuracy and customer satisfaction, output metrics consumed by management.

Confidential

Support Analyst II/Project Manager

Responsibilities:

• Confidential Staffing Systems and Solutions Delivery team supporting internal employees hiring managers, executive recruiting staff and Admins. Primary support outputs geared to resolve technical data issues in two environments US and International RDBMS data models.
• Developed notification processes to users and stakeholders to reduce support impact about known issues. Cleaned up a backlog of 400+ support cases. Responsible for leading ongoing Incident Management effort with 3 support analysts.
• Facilitated stakeholder meetings with multiple software Product Managers/Application vendors, support teams and cross functional groups contributing to software stabilization, support, and upgrade release schedule mitigation and updated product functionality.
• Developed end-to-end data process awareness through giving training and support documentation for production software and data flow for both Int’l/US data models. Developed End User/Technician training documentation and gave new recruiter systems’ training sessions to orient them with the software and work flows utilized in recruiting efforts.
• Reached the goal of my project, successfully converted HR LOB application support to MS Enterprise Helpdesk through knowledge base conversion, coordinated efforts with service desk management, offering training and review plan for support personnel onboarding whom took over all support operations.

Confidential

Device Support Analyst

Responsibilities:

• Tier II support for Verizon data services customers focusing on smartphone handset OS, WAP application and hardware programming Support of network connectivity and Mail clients using POP3, IMAP, SMTP via Wireless IP. Supported general PDA functionality, Wireless (Cellular Data) PCMCIA cards, and other related hardware/software integration to Confidential OS PC/Laptops, Blackberry PDA and Web client support.

Confidential

Helpdesk Support Analyst

Responsibilities:

• Broad spectrum Corporate Helpdesk support supporting custom Confidential applications.
• Active Directory administration in a Win2000 environment, Admin duties for Citrix Metaframe XP and IMS/ASI Mainframe.
• Support issues ranging from Laptop/PC Hardware, driver and OS, Programs, Network connectivity (wired/wireless), VPN access (Contivity/Nortel).
• Support of network Security Clients Cyber Armor and Cyber Gatekeeper.
• Responsible for setting up large batches of hardware, devices preconfigured with software.

Confidential

Product Support Engineer

Responsibilities:

• Support for LiveMeeting product issues ranging from PC hardware, software, network and infrastructure issues.
• Utilized Product Studio for Bug tracking to process and resolve issues within scope of repair, or identify and process further request(s) to escalation points where field or outage level intervention was required through hosting ( Confidential ) or development.

Confidential

Technical Support, Tier II

Responsibilities:

• Support of cellular infrastructure to Cellular one subscribers and non-system Roamers. Supported AMPS, TDMA, CDMA, and GSM wireless platforms, messaging, wireless data, Octel (voicemail), and Confidential (cellular modem access).
• Utilized product/system training along with Telco/Wireless background, tools use covering Unix shell switch access programs (Lucent, Nortel, Octel) via NT4.0 environment.
• Used case management system to process and resolve issues within scope of repair, identify system issues and processed escalations where intervention was required with Operations team.

Confidential

Escalation Engineer/Project Manager

Responsibilities:

• Escalation Support of AccessLine software, telecom call routing, VOIP call routing, web based portal, Java applet-based messenger platform, voicemail/group mail infrastructure issues to both internal/external clientele. Provided live call support coaching for billing and customer service support agents.
• Escalation point for Sales team, Supervisors and Managers providing resolution for escalated customer issues.
• Facilitated meetings with company staff (Tier I/Sales/Network Ops) to communicate systems issues, system workaround and upgrade/system modification calendar planning.
• Took part in beta testing production/pre-production servers for planned software upgrade, hot fixes, patches, etc.
• Collaborated with Product development, Engineering, Network Ops, Software Quality Assurance, Sales and Marketing to drive software hot fix, and revision release cycles.