Alex Stich Email & Phone Number

Self employment, small projects. Self study of current and emerging trends updating skills in mobile and personal computing, systems management, cloud based technologies, quality assurance and project management.Utilizing time for improving focus on personal well being through focus on nutrition home cooking for overall health, strength training and fitness as well as focused personal and career based development planning.Providing home care and post surgery in care for two close friends while taking time for research, devoting time to development of personal projects and expanding my hobbies.

Redmond, Washington, Us

Contributed to pre-release alpha software defect management for Microsoft Windows Research and Development; Windows Operating System Group (OSG) and Windows EXperience (WEX) product groups. Ensured high quality, high value business deliverables by collaborating with project sponsors and dev teams, business managers, product owners, feature owners and release managers capturing technical requirements for the HCL MSP Quality Assurance testing program. Hosted sprint, scrum and weekly standup meetings to collaborate product teams’ CI/CD/CT release schedules, product backlogs, review technical product requirements, coordinating priorities, staff and testing schedules. Provided training on proper usage of AzureDevOps (ADO) to create, edit, assign and report against Work Items, organizational tasks, test plans, test suites, test cases, bugs and DCRs.Proposed a peer review structure to resolve project wide reports of low quality work items being rejected by the client as duplicate, rework needed, low or null business value. Implemented QA Sessions; a 3 role peer review event geared to increase teaming, ongoing peer training and to assure quality of all work submitted by the QA team resulting in positive feedback from project stakeholders.Configured engineering-mode defense-in-depth testing of Windows 10 Team OS - Surface Hub V1 and 2S device policy management in stand alone configuration and comparatively when managed by Azure resources.Deployed Zero Trust Azure service configurations to express expected functionality on Windows devices under test used by a mock User, mock Admin user, all primary MDM Admin/IT Admin scenarios; reporting against all Azure device identity and status reporting values back to licensed Azure based services. Reported against all Windows cloud connected workflows when managed by personal Microsoft Account resource or Business class Microsoft Azure resources; Azure (AAD), AADJ, Azure Identity Access Management (IAM) configurations.

Increased efficiency, delivery and profitability of a small family-owned business. Created salon brand logo and business materials, literature, business cards and cardstock menus and interior/exterior signage. Established a digital web presence, publishing specials and service offer advertising updating weekly, monthly, quarterly and seasonal/holiday campaigns. Implemented Schedulicity.com service management Saas scheduling/booking system; configuring 190 services and multiple service categories. Planned and created advertising campaigns using platform advertising tools via Constant contact, Schedulicity, SpaFinder and Giftcardcafe. Established strong new revenue streams through Groupon, Google marketing and Yelp business marketing drives. Created special offers for subscribers driving word of mouth new business and customer loyalty.Reduced inbound calls and churn through adoption of IVR telephony front office attendant to free up resources guiding patrons to a self servicing online booking structure. Automation yielded increases in scheduled services, customer retention and reduction in churn due to spent time with inquiry/missed/late appointments by using text appointment reminders 24 hours, and 4 hours prior to booked appointments. Trained staff on email use and service management platform to manage service appointments from PC and mobile device platforms, retail Point of Sale system, gift certificate system, and setup of a backup online payment system also used for mobile service payments.Improved retail operations for efficiency expanding usable service station capacity and adding workstations. Performed physical updates refreshing interior of the business, repaired suspended ceilings, installed energy efficient lighting, renovated flooring, walls and paint, installed sinks and cabinetry. Updated networking, POS systems merchant Services, and Telephony hosted business VOIP systems and business phones.

Redmond, Washington, Us

Subject Matter Expert, Trainer, and Technical Lead for CompuCom MSP within CSS SE Cloud & Infrastructure Solutions Management Team. Identified service configuration alternatives and would drive problem management tickets related to use or integration with Microsoft Intune and related Azure microservices.Tier 1-3 Support of beta through production iterations of Microsoft Endpoint Manager (MEM/MECM) Azure device management, Microsoft 365 device management, and Enterprise Mobility Suite (EMS) offerings. Provided technical solutions to customers in 44 countries and resolution of escalated High-Pri and Critsit level incidents requiring finesse and technical thought leadership.Utilized SDLC project and program management skills providing product supporting Premier SCCM support contracts, white glove support of external Microsoft Managed Desktop Solutions (MMS) customers using hosted SCCM. Routinely tapped by peers and senior management to aid them with driving amicable resolutions or workarounds for High Business Impact and extremely escalated cases providing tactile customer diplomacy and urgent solutions. Frequent recognition from peers, and leadership. Hosted Skype calls with staff from global T1/T2 teams offering case review for idle/stuck unresolved customer escalations, offering direct mentoring and pairing up for case management, voice recordings used for call feedback.Created a peer driven case review process sourcing SharePoint feedback to identify technical process issues or risk factors on open Incidents reviewed in scrum style team meetings. Focus of review spanned technical aptitude, body of work for daily caseload handling; scoring technician knowledge, SLA/TTR time and resource use identifying business risks through end-to-end case analysis. Process of review endorsed accountability and teaming, and ongoing technician training/skills improvements. yielded higher accuracy and customer satisfaction.

Redmond, Washington, Us

Provided Microsoft HRIT staffing systems software incident management support via Recruiting Response Help group. Assisted Microsoft Internal business administrators, hiring managers, executive recruiters, candidate applicants and employees with usage of corporate HR portfolio of hosted MS Career systems, HR sites and applications for Microsoft corporate recruitment campaigns. Investigated recruiting applications and systems for expected data and workflow functionality within US and International RDBMS environments, identifying bug issues with MSIT hosting and HR software provider support teams.Collaborated with recruiting HR business group stakeholders, software product managers, application vendors, support teams and cross functional groups contributing to software stabilization, upgrade release schedules and updated product functionality. Created training materials and hosted monthly HRIT system training sessions to internal staff HR Recruiters, recruitment admins, hiring managers, related HR and HR IT staff. Created KB knowledge articles for the HRIT Portfolio of 9 HR recruiting applications documenting standardizing all supported workflows. Developed End User and technician training documentation and provided new analyst systems’ training sessions to orient them with the software and workflows utilized in recruiting efforts via SharePoint KB site. Documented workaround processes to overcome known code/software limitations with HR systems and close support cases. Reduced impacts of system issues by starting a known issue notification Mailer DL process which lowered new support cases 20% by communicating known issues and providing the workaround. Positive feedback received helped avoid churn/loss of candidates due to HR recruiting software issues by providing expedited handling and workarounds providing onboarding of new Microsoft employees.Completed project goal successfully converted HR LOB application support line over to 24x7 Microsoft Help Desk.