SUMMARY:

• Product Studio, RDTask, ITSM and UTS ticketing systems
• TSG and step - by-step user guides author. Support documentation creation and update.
• Active Directory, permissions and user account expertise, MOSS and SharePoint 2003, 2007
• Hyper-V Host setup and configuration. VM creation and configuration.
• Server patching, IPAK and .Net installation. SharePoint site update.
• System, Network and Database Administration, Application Support.
• Problem identification & resolution, time management, superior customer service and communication skills.
• Technology currency, results oriented, flexible and self-motivated.
• Pressure performer, high attention to detail, able to handle stressful environments easily (military combat veteran)
• NOC, Data Operations Center experience.
• Active secret security clearance.

TECHNICAL SKILLS:

Operating Systems: Win3.1, 95, 98, 98SE, NT, ME, 2000, XP, Vista, Win 7, Win 8, Win Server 2003, Win Server 2008, Win Server 2012, Mac OS 7-10, Unix. Applications &Adobe Acrobat and Photoshop, Lotus Notes, Microsoft Office Applications, DFS, MSE, WTT

Databases: Raritan, Virtual Server, VMWare, HyperVison, Ghost, Email Programs, Desktop Publishing, Photo Imaging, SharePoint 2003 & 2007, Enterprise Applications, FEP, TMG. SQL 2005, SQL 2008, Access, TS-Census, iAdmin. Remedy, Product Studio, RDTask, ITSM and UTS ticketing Systems.

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Systems Administrator / Technical Support

Responsibilities:

• Technical Support for small company of 80 people.
• Oversee daily server backups (incremental and full), change and inventory backup tapes.
• Daily maintenance, assistance and support of desktop PC’s, peripherals, printers, small wireless routers, video and sound equipment.
• Hardware and Software support, upgrade and repair.
• Purchasing of I.T. equipment.
• Game Testing.
• Other duties as needed.

Confidential, Redmond, WA

WALABS Team (Window Azure Lab Support) System / Network Administrator 3 (Vendor)

Responsibilities:

• Windows Azure (Cloud Computing) in the Test environment, build out new servers and setup clusters.
• Upgrade servers to most recent Windows Server 2012.
• System Administration level 2 & 3 monitoring, maintenance and break/fix response using Product Studio, RDTask, ITSM and UTS ticketing systems. iAdmin inventory and maintenance
• Server patching, IPAK and .Net installation.
• Hyper-V Host setup and configuration. VM creation and configuration.
• TSG author as well as step-by-step guides. SharePoint site update.
• Minor batch file scripting manipulation and use, PowerShell use.
• Maintained jump boxes (access servers used to communicate with server farms.)
• Test lab environment, rack/lift/move servers, arrays, PC’s as well as setup of computer hardware,installing/upgrading software and operating systems as required.

Confidential, Redmond, WA

WOST Team (Window Operations Server Team) System Administrator 2 (Vendor)

Responsibilities:

• Upgrading servers to most recent build of Windows Server 2008 R2.
• Upgrading SQL to most recent build of SQL 2008 R2 Enterprise.
• Project server environment builds (Windows OS, SQL, ASP, IIS 6 / 7, SharePoint )
• Triage failures, provide status reports.
• MSE SR ticketing system to manage and track requests, projects and break fix issues.
• In house Microsoft Apps and WTT based customized tools.
• 24 x 7 pager rotation for 1 hour response and restoration of critical systems
• Minor batch file scripting manipulation and use, PowerShell use.
• Server monitoring via HOST MON (INF-MON1) & SCOM (WCSCOMROOT.)
• Large scale lab environment, rack/lift/move servers, arrays, PC’s as well as setup of computer hardware,installing/upgrading software, application support and operating systems as required.
• Technical write up of solutions found as well as step-by-guides.
• Communication with development and internal organizations at a peer level on regular bases.

Confidential, Redmond, WA

WSD Team (Windows Service Delivery) System / Network Administrator 3 (Contract)

Responsibilities:

• Upgrading any and all servers across all technologies to the most recent build of Windows Server 2008 (both R1 and R2 as needed.)
• Track servers across all technologies in WSD and work with the primary service owner to schedule the various upgrades, track progress, remove any roadblocks to progress and/ or raise visibility when help is needed.
• Install and configure layer 7 applications depending on the servers to be built.
• Collect relevant metrics around the service and provide any necessary reporting as required by either the product group or the service manager.
• Build out, configure, smoke test and move new servers into production (VPN, PRXY, TMG-Threat Management Gateway…etc…) as required by the WSD group.
• Approve / Deny IPSEC Boundary Exception requests for Computers, Server, Cluster and IP’s allowing access for communication from unsecured domains as well as cross domain and workgroup traffic that normally would be blocked.
• Network Administration, communication troubleshooting and restoration.
• FEP, and other duties and projects as assigned.
• Application Support.

Confidential, Redmond, WA

SQL Information Technologies Service Desk, System Administrator 3 (Contract)

Responsibilities:

• Insured uptime, continual observation, monitoring and administration of SQL Servers, Web Services, IIS, SharePoint and System Administration as well as responding to enterprise alerts.
• MSE ticketing system used to address service requests for issues related to the SQL division.
• Enforced company standards and best practices with regard to data access policies, granting and revoking, altering permissions and security groups.
• Coordinated with vendors, 3rd party support teams, programming staff and SME’s to resolve complex issues.
• Prompt notification of IT Management and business units of production impacting incidents.
• Maintained, updated and authored knowledge base support documentation in addition to working with IT Management to update support procedures.
• Machine health responsibilities consisted of troubleshooting and imaging Operating Systems for server labs (multiple MS locations - 6,000+ servers) using WTT, Raritan, Virtual Server, VMWare and HyperVison.
• Additional duties; DFS, manual sync of paths for SDShadow, deploying and reclaiming shares.
• Tasked with a Friday - Monday weekend shift. Saturday and Sunday I worked alone without most of the on-site resources available M - F.

Confidential, Seattle, WA

Technical Support Specialist (Contract)

Responsibilities:

• Rack installation of new switches and server for VOIP phone system.
• First and second level support for computers, laptops, PDA, networking and peripheral devices.
• Upgrade and replacement of hardware, software and application support.

Confidential

System Administration and Help Desk Support (Contract)

Responsibilities:

• 24/7 response as needed to critical system issues.
• DOIM (Directorate of Information Management) answered incoming calls and responded to issues (remotely and in person) associated with Exchange administration, system administration, server monitoring, user account creation and deletion, password resets, adding and removing computers to government domains, active directory, system security, port security, TCP/IP networking and firewall configuration on all military computer systems at Fort Lewis, WA.
• Configured and deployed PDA’s and Blackberries to command staff across Fort Lewis.
• Some minor Java programming.
• Authored white papers and step by step installation guides.
• In person response to computer issues anywhere in the Medical Center, Outlook email configuration and restoration, file permissions, system access and roaming profiles.
• Hardware troubleshooting (PC power module, video cards, sound cards, network cards, RAM and hard drive replacement and upgrades.
• Software and operating system troubleshooting, configuration, installation and upgrade.
• Peripheral device installation, configuration, troubleshooting and repair (printers, scanners, digital senders and all-in-one devices.)
• Laptop and tablet wireless communication, configuration and imaging, RAM replacement and upgrade.
• New computer image update, testing, and rollout using Ghost.
• Provided in person and instruction to army staff on new hardware, proprietary software, Office applications /application support and email setup.

Confidential, Redmond, WA

SharePoint 2007 Support Engineer (Contract)

Responsibilities:

• CCS SharePoint 2007 Project bundled a suite of services, allowing companies to connect “virtually” to an IT infrastructure, hosted and maintain for them. Services included; Office 2007, Exchange, IIS, MOSS, SQL, Live Meeting and SharePoint.
• Preformed software testing, bug bashes in pre-beta and beta environments, configured SharePoint 2007, in addition to troubleshooting issues while working with Senior Developers.
• Reviewed white papers and spec documents for inclusion into knowledge base articles.
• Wrote step by step installation guides and documents.

Confidential, Redmond, WA

Microsoft Games Division, Computer Analyst II (Contract)

Responsibilities:

• Part of a 7 member team overseeing outsource call center operations, Tier1, Tier 2 call center support escalations, service center escalations, XBOX support procedure, in addition to process upgrades and documentation.
• Supported tools development and on site tool upgrades at vendor call center in Surry, BC. Microsoft Legal Department (same contract)
• Provided information, tools and support to software developers and collaborated to assure new, pre-release software met all government rules and regulations regarding its functionality.

Confidential, Seattle, WA

IT Purchasing & Asset Management

Responsibilities:

• Responsible for ensuring that all aspects of this worldwide nonprofit relief organization’s business, office, and field IT systems are procured, deployed, maintained, and tracked.
• Researched and procured software, software licenses, desktop computing systems, laptops, peripherals, PDAs, pocket PCs, wireless devices, and replacement parts, as well as servers, server parts and IT infra-structure.
• Kept and balanced financial records, researched and selected vendors, and negotiated pricing.
• Coordinated asset management and tracking systems.
• Using TS Census, tracked software and software licensing usage.

Confidential, Issaquah, WA

Partner Technical Lead / Technical Support Team Lead - Product Support Services

Responsibilities:

• Responsible at Tier 3, for overseeing a 36-member technical support team in charge of troubleshooting complex software problems (operating systems, networking, internet browsers, LAN, WAN, software applications, and 3rd party equipment.)
• Tasked with handling difficult/upset customers transferred to me by other support specialists.
• Mentored lower-level outsource support teams to anticipate and resolve problems quickly.
• Identify and defining key support processes and troubleshooting steps.
• TSG and Knowledge Base article author.
• Establish cross group processes and procedures.
• Identified technical knowledge gaps at Tier 1 & 2 support levels.
• Developed and delivered to fill gaps to increase skill levels at Tier 1 & 2.
• Senior Lead for Launch of Windows 2000 SP2, Windows ME and Windows XP.
• Application Support and for same at Tier 1 & 2 .

Confidential, Seattle, WA

Office Support Technician | Service Desk (Contract)

Responsibilities:

• Recovered experimental video kiosk banking project (in an undocumented state) after the exit of key personal and the system crashed.
• Tested and implement more stable version of experimental video kiosk banking project for WAMU.
• Traveled to test sites in the Puget Sound area to repair hardware and configure/install/reinstall kiosk software.
• Fully documented system and trained other IT personal in preparation for handoff.
• Tested new software, built, repaired and maintained pc’s and printers for banking staff.