- Facilitate customer and partner testing of pre-release Microsoft technologies with a focus on Windows Server and System Center- Plan and execute representative customer IT environments in Microsoft’s EEC lab- Researched, planned, and completed an EEC Scorecard project- Represent customer and partner testing of a key Windows Server vNext pillars- Maintain engagement planning and documentation in Microsoft Dynamics CRM

- Frontline and Mentor Level Support of Microsoft System Center / Manageability Products, including: SMS 2003, ConfigMgr 2007, MOM 2005, OpsMgr 2007, BDD 2007, Microsoft Deployment 1.0, SCE 2007, WSUS 3.0, SoftGrid 4.x- Original Member of the Callback Support Pilot, a plan which has now been rolled out to most Microsoft support Teams within Enterprise Platform Support- Mentor Frontline Engineers on Technical Support Issues- Take ownership and resolve CritSit cases (the highest level of severity), and work with CPR as necessary to resolve- Co-ordinate and create the plans for visiting PM’s, SDE’s, and SDET’s- Provide after hours escalation and mentor support for Microsoft Technical Support Engineers- Created internal and public facing technical articles (Knowledge Base articles)

- Mentor Frontline ZENworks Support Engineers on Technical Issues with ZENworks (Total of 16 CD’s within the ZENworks 7 Release)- Provide weekly technical trainings for Frontline ZENworks Support Engineers- Mentor and train both new 3rd tier and 1st tier Support Engineers- Design changes within the phone system menus and call tracking system (Siebel)- Technically reviewed all documentation for ZENworks products from 2000 – 2007- Provide after hours escalation and mentor support for customers and Novell Support Engineers worldwide- Participate in Novell’s annual Brainshare Conference in Salt Lake City from 2001 - 2006, working at the ZENworks Solution Labs to demo the ZENworks products and resolve technical issues brought by customers

- Receive calls from Novell Consultants, Category Specialists, Dedicated and Primary Support Engineers to resolve ZENworks Support Issues - Travel for on-site Technical Support across the United States and Canada- Conduct conference calls for both internal employees and external customers- Duplicate and resolve technical issues for Novell’s largest ZENworks customers worldwide- Review Novell Consulting Technical Plans for Consulting Engagements

- Support the ZENworks family of products - Manage and maintain ownership of technical issues designated as Hot/CritSits. This involves working with Testing and Development to find an appropriate resolution or implement a code change while managing the customers disposition- Support customers running a wide variety of Operating Systems. Environments such as all NetWare, all Windows, or all Linux servers are common (and a mix of those server environments)- Read debug logs and LAN packet traces on highly complex technical issues- Travel on-site to troubleshoot and fix problematic technical issues- Work with Development to duplicate and fix product defects- Travel to deliver Advanced Technical Trainings on ZENworks across the U.S.

- Work with customers to implement / install computer systems- Troubleshoot network problems for distributed/enterprise corporations- Travel to complete customer projects for: eSmartBuildings, OC Tanner, AAA of California, Discover Card, Harmons (Kentucky Fried Chicken)- Stay current on computer hardware and software through training and certifications

- Lead and administer MIS Help Desk operations- Program in a UNIX Korn Shell environment- Maintain documentation and training- Coordinate and plan for hardware and software upgrades- Create and implement a no-cost E-mail system using Linux and OpenSource software

- Repair and upgrade PCs and other computer equipment- Design and implement an automated batch processing system for nightly processes- Answer questions and resolve problems relating to computers and technology- Coordinate and carry out automation of batch processing and backups- Designed and installed a custom temperature and pager alert system at no cost