SKILL:

• Extensive knowledge and skills troubleshooting networking issues, computer hardware, software including, Laptops, Desktops, Servers with over 10 years’ experience in the IT field.
• Building, troubleshooting, upgrading and repairing computers and test systems, installing configuring latest OS and end user applications such as Windows Vista, 7, XP, 2000, Office, Mac OS X, Parallels Desktop for Mac, MOM, Big Brother, MS SQL Server 2012 Proficiency, Active Directory, Visual Studio.
• C# with ASP.NET Web and Windows Forms.
• Power BI and SQL Server Administration.
• PowerShell scripting.
• Basic Linux administration
• Managing, maintaining and troubleshooting networks.
• Ability to build, customized setup, test and troubleshoot computer systems from the ground up.
• Component level troubleshooting of electronic analog and digital equipment such as amplifier, video, radio and computer equipment using oscilloscopes, frequency generators, loop back connectors, multi - meters and blue print reading.
• Excellent customer service skills, ability to type 35 to 45 words per minute.
• Bilingual (English/Spanish), US Citizen.

PROFESSIONAL EXPERIENCE:

Support Engineer

Confidential, Redmond, WA

Responsibilities:

• Day to day resolution of internal Microsoft MSIT Skype for Business tickets at Tier 3 level. Driving and managing major outages incidents and cross-collaborating with different teams within CSS, CIM, Skype Product Group, NIS, MSIT to achieve resolution, using tools like PowerShell,
• PowerMom, AccManNG, Snooper, Dcot, Fiddler, PowerBI, SfB Telemetry, VSO, SUPA, MySetup, S-Now, tracert, ping, Azure PIM, Office365 Admin Portal, SSMS, Visual Studio, SAW Workstation, Product Studio, Bugger, Microsoft Teams, MS Change, IcM, MSRA, T-SQL, Hyper-V.

Amazon, QA Analyst

Confidential, Seattle, WA

Responsibilities:

• Supporting Confidential new website launch and Customer Service Team with resolution of tickets related to website application features, functionalities, reporting bugs to developer’s team, creating simple SQL reports using SQL Server 2012 tools for QA Management Team.
• Identifying, tracking and resolving any issues related to Confidential order process and monitoring various internal Amazon dashboards.

Service Engineer

Confidential, Redmond, WA

Responsibilities:

• Daily maintenance of complete MS Dynamics CRM Always On SQL worldwide infrastructure by repairing customers database issues, such as shrinking T-Logs, DB backups, Db restores, fixing Always On availability groups health, monitoring and troubleshooting failovers, disk space management, customer’s CRM website accessibility
• Windows and CRM specific server services, executing customer configuration change request at server level, identifying SQL blocking processes, coordinating CRM Hots outage resolution, resolving IcM tickets, managing and troubleshooting GCC/GSGO government Dynamics CRM environment, server security patching, deployments.
• Using tools like PowerShell commands and scripts, T-SQL querying, Visual Studio Team Foundation (TFS), Product Studio, IcM, CAP, MS Ticketing, MS Solve, CRM AG Dashboard, Netconf, Remote desktop, RFCs, CRM Live commands, HP - iLO, SSMS. Closely working with senior admins and Microsoft developers to improve MS Dynamics CRM Live customer experience.

SQL-Azure Technical Support Engineer.

Confidential, Redmond, WA

Responsibilities:

• Resolving technical Support tickets using MS Solve for Microsoft internal and external customers.
• Among the issues were helping customers resolve SQL Azure databases connectivity and performance issues, analyzing log files, errors codes, providing configuration advice, database performance and improvement measures, connectivity strategies for database applications, SQL Azure PowerShell administration.
• Always On, Virtual Machines troubleshooting.
• While I mainly focused on SQL Azure databases performance issues also supported SQL Server Engine box product independently and in hybrid on premise environments combined with Windows Azure virtual machines or in servers using Hyper-V.

Test Engineer and Quality Assurance)

Confidential, Redmond, WA

Responsibilities:

• TCS test suite configuration, hardware test validation/verification, building prototype testers setup, configuration, collecting & analyzing test data, assisting hardware developers overcoming product design manufacturing challenges.
• DUT firmware upgrades/Software installation, XY stage test robot operation, PCBA, RF, LCD, Optical, Surface Keyboard & USB 3.0 testing, creating and resolving Product studio bugs, analyzing collected test data.
• PowerShell execution/modification of scripts for automated testing and data collection.
• Creation and modification of existing technical documentation.
• Tented and familiar with most Surface/Xbox (confidential) upcoming projects.
• Supervised China production line testers QA/Repairs and modifications in Shenzhen, China Microsoft Arcade labs and Studio B.
• Traveled frequently to China factories in Dongguan & Hong Kong to address and resolve above mentioned issues.

Lab/Test Engineer

Confidential, Redmond, WA

Responsibilities:

• Maintaining and monitoring server lab/test software for Zune/Xbox/Windows Marketplace
• Daily tasks include resetting all user passwords including Enterprise and Domain Admins, monitoring and replacing faulty HDDs, Servers, SANs, Violin Memory Arrays, iLO, KVM oIP, fibre optic channel switches, troubleshooting down servers, clustering issues, assisting software test engineers setting up test environments for new hardware/software solutions.
• Processing HP/DELL hardware RMAs and maintaining lab inventory.

Technical Support Engineer

Confidential, Redmond, WA

Responsibilities:

• Supporting and troubleshooting issues related to the deployment of Microsoft latest cloud computing platforms
• Business Productivity Online Services-Standard and Office 365 in a call center environment, such as Outlook client connectivity, tenant configuration, Dir sync in co-existence environments,
• Exchange, Single Sign on, DNS, CNAME, MX records, DNS settings, Email account migrations to the cloud, calendar issues, cloud configuration options, auto discovery, managing the cloud via PowerShell. Using Microsoft’s ticketing systems RightNow, CAP, Product Studio and tools like MS Easy Assist, Webex, PowerShell, NSLookup, MXtoolbox, and Remote Desktop.

Technical Support Engineer

Confidential, Renton, WA

Responsibilities:

• (Bilingual) Supporting Virtualization solutions in a call center environment, walk-in customers and IT department, OS X and Windows implementations of Vt-x, Vt-d
• Parallels Desktop 3.0-4.0 for Mac, Workstation, Parallels Server
• Parallels Virtuozzo Containers, creating technical documentation and closely working with developers improving software quality.

Technical Support Analyst

Confidential, Bellevue, WA

Responsibilities:

• Supporting SQL 2005 database driven Events-Pro. An Events management application,
• Troubleshooting, creating database reports, troubleshooting T-SQL queries, all in a call center environment using tools like Remote Desktop and WebEx
• Assisted Network Administrators with local office PCs, LAN and SQL Server 2005 issues.

PC Technician III

Confidential, San Diego, CA

Responsibilities:

• Electronic Tech, service, hands on repair to the component level of Sony proprietary PCB’s, supporting of VAIO laptops, desktops and servers and customers over the phone in a call center environment, testing hardware and software for VAIO models in development, providing technical feedback on software, drivers and hardware design issues to the onsite and Japan engineering teams.
• Supervising production VAIO computer production line, maintaining parts inventory and purchasing orders using a PeopleSoft based custom interface to track orders, parts and inventory. Participated in the development of Sony TiVo-DVR setbox.

Engineering Technician II

Confidential

Responsibilities:

• Copper Mountain Networks testing and troubleshooting DSLAM, DSL modems and DSL motherboards to component level. Setting up, monitoring DSL routers, for TCP/IP testing.

Electronic Technician

Confidential, San Diego, CA

Responsibilities:

• Performed as Electronic Technician
• Troubleshooting, setting up, programming computer based lottery systems using
• Oscilloscopes, multi-meters and adjusting electromechanical parts such as thermal print heads and ticket feeding mechanisms in a large-scale production environment.

PC Technician

Confidential, San Diego, CA

Responsibilities:

• Repairing and upgrading personal computer systems. Designing and building custom systems and small office and home networks.