History of excellence providing escalated support and troubleshooting for mission critical systems
Client-focused escalated support engineer offering more than three years of experience preventing and remedying major production systems issues. Demonstrated ability to provide empathetic, highly knowledge support through Tiers I-IV; expertise managing clients, vendors, and engineering staff through problem isolation and remediation. Highly effective at building and fostering positive professional relationships with key client decision makers enabling customer loyalty and service expansion. Record of excellence ensuring full compliance with service level agreements (SLAs). Talented trainer to junior staff. Possess multiple prestigious industry certifications.
TCP/IP, DNS, IIS, IP Filtering, Protocol Filtering, Big IP (Nodes, Pools, Application Servers), SAN/LUN, Clustered & Non-clustered environments, Gateway Server Configuration, Distributed Files Systems, Multi-server File Shares, WAN-Sync
Windows Server 2008/2003, MS Windows 7/Vista/XP
Applications & Tools:
Active Directory 2008/2003, Avamar EMC, Backup Exec, BlackBerry BES, Citrix Desktop, MOM Agent Management, MS Office Suite, MS Exchange 2007/2003, SharePoint Search Server, Monitoring & SiteScope, XenApp 5.0, Zenith Data Center Monitoring
PowerShell, VBScript, batch scripting
Support Engineer March 2010 to CurrentPointivity － San Diego, CA
Provide domain-level administration and support for business critical systems for provider of hosted IT service and integration solutions.
Serve as escalated resource to clients and engineering staff for Tiers II, III, and IV issues.
Escalate response and manage troubleshooting/resource coordination for major production issues.
Support integrations, upgrade, and enhancement initiatives; aid release planning and organizational change control.
Administer security patch installation and application upgrades.
Ensure full compliance with contractual service agreements; manage vendor relations.
Key Contributions: Received "command requests" for support from major clients and project teams due to ability to rapidly diagnose issues and provide client-centric service.
Increased resulting billables through service expansion.
Trained engineers in administration, support, and troubleshooting for MS Exchange 2007/2003, Blackberry BES, Citrix, and Active Directory Objects.
Microsoft GamesIT, City, State.
Vendor Production Engineer August 2008 to March 2010
Tier I Support Engineer March 2008 to August 2008
Supported national / global release and upgrade of flagship gaming product lines and Web-based service channels.
Diagnosed and documented issues.
Identified opportunities to improve support processes.
Partnered with multidisciplinary staff for major upgrade and reengineering projects.
Provided support for Gamesforwindows.com, games.msn.com, and Xbox Live Game Services ensuring adherence to industry-beating service levels.
Engineered and documented MS Search Server workflow integrated with MS Word that enabled team-based document sharing and dynamic Tier-level customization.
Help Desk Representative October 2007 to March 2008Safeco Insurance
Delivered front line support for business critical production systems for auto, home, and umbrella, insurance provider ranked first by J.D.
Power in customer service.
Teamed with user at all levels to diagnose and resolve connectivity, application, and hardware problems.
Earned reputation for effectively communicating complex technical issues to users with broadly varying technical skill sets.
Bachelor of Science Degree : Information Technology Management Business Management, 2006University of Minnesota － Crookston, MN.Information Technology Management Business Management
MCSA Windows Server 2003, MCSE Windows Server 2003, MCITP Server Administrator, MCITP Enterprise Support, MCDST, MCP, CITRIX CCA for XenApp 5.0, MCTS Windows Vista Configuration, CCNA, CompTIA A+ & Network+, HDI Customer Support Specialist
SQL Systems Support Security Administration Application Support Tiers II, III, & IV Support Escalation Management Release Planning : Systems Administration
*Virtual & Physical SystemsSystems Administration Virtual & Physical Systems ITIL-based Change Management Technical Documentation Hosted Solutions Services SLA Management Troubleshooting Incident Management Vendor Relations
A+, Active Directory, Backup Exec, CCNA, Change Management, CITRIX, CCA, com, hardware, client, clients, customer service, Customer Support, DNS, for MS, Gateway, IIS, insurance, IP, ITIL, MCP, MCSE, Exchange, MS Exchange, MS Office Suite, MOM, SharePoint, Windows, MS Windows 7, MS Word, msn, Enterprise, Network, organizational, processes, reengineering, SAN, Server Configuration, Servers, scripting, SLA, SQL, TCP/IP, Systems Support, Technical Documentation, Troubleshooting, upgrades, upgrade, VBScript, Vendor Relations, Vista, WAN, Windows Server, workflow
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Companies Worked For:
University of Minnesota
Job Titles Held:
Vendor Production Engineer
Tier I Support Engineer
Help Desk Representative
Bachelor of Science Degree : Information Technology Management Business Management , 2006 MCSA Windows Server 2003, MCSE Windows Server 2003, MCITP Server Administrator, MCITP Enterprise Support, MCDST, MCP, CITRIX CCA for XenApp 5.0, MCTS Windows Vista Configuration, CCNA, CompTIA A+ & Network+, HDI Customer Support Specialist SQL Systems Support Security Administration Application Support Tiers II, III, & IV Support Escalation Management Release Planning : Systems Administration
*Virtual & Physical Systems
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