WORK EXPERIENCE:

Confidential, Washington

Security Operations Engineer

Responsibilities:

• Configured and Maintained windows security and critical updates, and maintained and setup and configuring of vulnerability scanners using Confidential, and Qualys.
• Use of and Patching and updates of ILO Firmware and usage and configuration of ILO security Settings. Setup and testing and integration of Beyond Trust.
• PowerShell, documenting and patching as well as setting up scanner jobs, and troubleshooting issues. Analyzed vulnerability scan results, system audits, and log events.
• Provided customer feedback and made sure it is properly channeled into Product Management.
• Maintaining in - depth knowledge of Tenable, Beyond Trust and Qualys products and information security best-practices. Created and publish solution knowledge for use by customer person

Confidential, Washington

Security Operations Engineer

Responsibilities:

• Maintained IT Operations and Security of a Secure HVA environment for Xbox, Surface.
• SCOM Management/agents and Monitoring, WSUS/ update deployment, AD, SCCM, Certificates, Certificate Authorities, Administered Smart Cards, Hyper - V/Cluster, SQL Cluster, SSMS, Windows Clustering, SQL Database Management/ encryption, High Availability, OS Deployments and Production mirroring through Disaster Recovery ( Pre-Production ).
• Domain Group Policy Management, RDS Management. IIS Administration and Management, Break Fix.
• Documentation updating and creation. Maintaining SharePoint High Availability.

Confidential, Washington

Support Escalation Engineer

Responsibilities:

• Authentication of on premise NAS such as VPN and Dialup, wireless and web applications, hybrid/cloud applications using ADFS and IIS and other Site Servers implementing multifactor authentication. Support DMZ, Firewalls, AD, ADFS DNS, DHCP, NAS, NPS, RADIUS, (IAS), LDAP, SSL, MSCHAP v2, Certificates and networking protocols such as TCP and UDP.
• PowerShell and Wire shark.
• Support for all mobile communication devices that utilize PSTN.

Confidential, Washington

System Engineer

Responsibilities:

• Incident Response and Investigation for Exchange Server Confidential, CAS, Transport servers.
• Providing Enterprise Level Support, Software deployments for major releases (data centers), minor releases (new builds), QFEs, and Confidential, Managing configurations and hardware deployments in
• Datacenters worldwide, Service Automation via scripting and process improvements, Escalations to resolution with Ops/Dev teams.
• New Hardware Capacity Deployments, Software Upgrade Deployments, Confidential Moves, Database Seeding, Hardware Diagnostics and Troubleshooting.
• Change Management and Continual Service Improvement,
• Executing queued requests for change (RFC) in PPE/PROD environments.
• Product Studio, PowerShell, Exchange PowerShell, Disk Management, Site Services UTS Ticketing.

Confidential, Washington

Exchange Online Engineer

• Managed Cloud Center hardware and software high severity Tier I, II, and III . incident resolution pertaining to Live meeting
• Exchange Server 2010 Messaging System, DPM Server, Confidential Enterprise Servers, and Confidential Business
• Productivity Online Suite, which includes Confidential, SharePoint, and Lynx. Used MOM, RADAR, SCOM, HO ILO, MS Product Studio, SQL Center Management Studio, PowerShell
• Exchange PowerShell. Inspected hardware failures and created tickets, CRM.

Confidential, Redmond, Washington

Developer Support Program Manager

Responsibilities:

• Managed the identity and validation processes between developers and Confidential vendors.
• Trained and supported email triage and technical support. CRM. Used outlook for communication and Excel for reporting information and results.
• Cross departmental collaboration and root cause analysis as well as incident management.
• Utilized internal and external resources to setup meetings and conference calls to resolve technical issues, fires and improve workflow process.
• Tier II support and managed escalations of showcase developers and internal Confidential program managers.
• Extensive Customer Support.

Confidential, Washington

Customer Feedback Analyst

Responsibilities:

• Maintained the analysis of technical documentation to determine call drivers impacting call center call volume.
• Analyze technical documentation, looking for trends and conferring with internal resources that reach out to original equipment manufacturers using this information to reduce technical support overhead and improve overall customer experience with their products and service, increasing ROI and sales revenues.
• Attended and set appointments and meetings to improve group and team member consensus on workflow methodology and taxonomy.

Confidential, Redmond Washington

Web Analytics Program Manager

Responsibilities:

• Managed the providing of Tier III escalations from IT, and Website and IIS administrators.
• Managed customer support using email and phone support of web hosted and installed data mining, search engine and web analytics products as well as small business clients using Confidential internet as a medium for advertisement, marketing and sales.
• Set and participated in meetings on call drivers, their solutions and best practices.
• Participated with Beta rollout and testing of Web Analytics Software. Customer relationship management tools, (CRM), such as CAP and Confidential Outlook used.

Confidential, Auburn, Washington

Solutions Engineer

Responsibilities:

• Presales support and consultation for migration from Exchange on premise environment to Confidential .
• Migrating from hosted and non - hosted mail environments to the cloud. Staged, cutover and third party tools such as Migration Wizard and Skykick.
• Assisted in creating statement of work and helped customer decide best migration scenario for their particular infrastructure and future plans.
• Confidential, ADFS and Azure AD and on premise AD integration. Reviewed Azure IIAS and site redundancy as well as storage in Azure, and virtual machines.

Confidential, Redmond, Washington

Software Program Manager

Responsibilities:

• Managed software development lifecycle, for Confidential .
• Technical writing of help documentation and online user guides. Managed and updated online content of company website.
• Manual software testing, of beta and prerelease builds of company backup and restore and licensing software.
• Supervised translation of software from English to foreign languages. Provided customers service and technical support.
• Used VMware virtualization to test Windows Server and workstations. Server backup and restore, updating, configuring.
• Testing to meet Windows Vista and Windows 7 application certification requirements.

Confidential, Washington

Call Center Lead

Responsibilities:

• Monitored and maintained adherence to specific call drivers and provided assistance and support and guidance.
• Maintained call center attendance.
• Assisted end users as supervisor with internet connectivity tickets and email configuration issues associated with Personal
• Digital Assistants and Confidential devices, problems, complaints and other issues.
• Provided coaching and mentoring as well as interdepartmental support and assistance.