Support Engineer Resume

SUMMARY

16 years of experience in technical consulting, developer support and/or technical project management
Expert with TFS architectural design and integration including SharePoint and Reporting Services
Identified and implemented key metrics, created dashboard of TFS performance and presented to leadership team
Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail given project milestones
Experienced with delivering to and instructing on Agile Software Development Lifecycle
Engaged with developers and solution providers around the world to support integrations
Subject matter expert on Team Foundation Work Items
Subject matter expert Azure Caching
Subject matter expert Azure Storage
Superior customer service skills, demonstrating an intense focus on the customer experience
Working knowledge of: HTML, XML, Asp .Net, C#
Confidential Certified Systems Engineer (MCSE)
Confidential Certified Systems Administrator (MCSA)

TECHNICAL SKILLS

Team Foundation Server: Source control, Work Items, Reporting Server, SharePoint administration, and SQL administration, TFS build, Excel integration with TFS

Project management: Agile Scrum

Windows Azure: Azure Storage (Blob, table, queues), CDN, Azure Caching (in Role, Managed, Redis), Azure Compute Web and Worker roles, Service Bus, Notification hubs, Auto scale, Azure scheduler, Traffic manager, Single sign on, Azure Active directory, Acs, Api management

PROFESSIONAL EXPERIENCE

Confidential

Support Engineer

Responsibilities:

Recognized as a trusted product consultant/expert of our products both from a technical implementation standpoint as well as a business process standpoint
Leveraged product knowledge to guide developers to ensure quality and project milestones were met
Engaged with developers and solution providers via phone, email and web to support integrations
Wrote, edited and/or reviewed customer - facing aids (MSDN and Knowledge Base articles)
Identified areas of potential customer dissatisfaction with Confidential product/processes and work with relevant team(s) to improve the developer experience
Created training documentation and presented to colleagues on: Agile Scrum Development Process, Team foundation build and MS build, TFS 2010 Work items
Worked directly with Confidential Developers in order to facilitate and implement code design fixes, providing reproduction scenarios, tested, and approved fixes
Mentored and Trained Colleagues on Source control and Work items
Achieved multiple years Customer Satisfaction top box Rating above 90 percent
Awarded Confidential Gold Star recognition 2001
Provided and presented advisory services for onsite customer engagements as well as responding to critical situations

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