• Led the implementation of active/active SQL DR and geographically dispersed clustering, eliminating annual BCDR testing.• Automated infrastructure restoration and backups using AWS and Azure scripting, saving time and resources.• Proposed legal changes to contracts regarding ADR, ensuring compliance and risk mitigation.

Just a title change

My main role, support of Visual Studio Team Foundation (DevOps Server 2019) in an enterprise environment as a Service Reliability Engineer has expanded into all touch points that this application encompasses. SharePoint 2013/2016 project portals, SCVMM 2012, MTM 2017 and all aspects of production deployments of DevOps Server On Premise Quarterly Updates in production environments utilizing SQL 2016 Always On functionality - Soon to upgraded to 2019 with gMSA support. Not to mention Build controllers/test controllers agents and the issues that they reveal daily. These do keep the job an enjoyable daily challenge. No day is the same in this 24/7 follow the sun support model. As an incident Coordinator managing the influx of support issues, prioritizing these in daily scrum meetings and addressing/resolving issues in all time zones. Additional liaison with Problem Management on reoccurring issues. Logging product group bugs as they arise in production environments.Additionally performing a cover role of Level 3 Incident Support on Product Studio/Source Deport and BGAPPS (the later which covers to many applications to mention) all follow a similar architecture F5 GTM (Global Traffic Manager) and VIP Load balanced web front ends, SQL cluster middle tier and SQL clustered back end always on availability groups. Whilst migrating On Premise instances to Azure. The role is an enjoyable daily challenge from 101 network troubleshooting to domain group policy changes extranet server hardening, IPsec main mode endpoint authentication failures, APPSEG troubleshooting, Ipv4 and IPv6 issues and general customer ID-10T user errors.Accomplishments:• Live Site Incident management• Knowledge Base Article review processes• SOAP Escalation Process improvements• PMIR/PIR documentation• Patch Compliancy to 98.5%• BCDR testing• DC migrations• Azure Migrations• Architecture decisions and primary POC for any related queries.

Cloud infrastructure consulation/migrations, azure dogfood testing - SQL 2017. ADR, Office 365

Responsible for representing the support organization, monitoring support requirements for the EMEA region and prioritize cases with India Support Team.Working closely with Sales and Professional Technical services teams enabling sales for that geography, identify and allocate required support resources.Representing all product lines supported by Quark. In all three verticals: Enterprise, Desktop and SMB.Account Management:Maintaining a pipeline of customers and transition accounts though to go live with Enterprise Product line.Sustain relationship with System Integrators, Partners and XTension developers.Conserve working relationship with Vendors, Third party software providers which compliment Quark Solutions.Systems & Processes:Provided process enhancements, best practices and replicated at other offices/regions.By mean of supporting the business was responsible for maintenance revenues, managing a list of existing top customers and key accounts. Monitor ongoing maintenance renewal records building metrics for the support organization.Identify and prepare revenue generating SaaS model, build a remote support model.Accomplishment’s:Collaborated on proposal for Remote Support ModelImplemented Enhanced Email Security policyProposed improvements in BI

I have to admit it is not easy returning to a company that you have left previously but I was welcomed with open arms. And for that I am forever grateful.My role was to assist internal groups in the adoption and support of Visual Studio Team Foundation (VSTF). We promoted this application internally and proved that this can not only work for SMB's but also enterprise clients in a load balanced frontend and back end SQL cluster environment. Azure is a proven model also. A very enjoyable role and a great team experience. I do miss them.Accomplishment’s:Managing major incidents outages.Streamlining SDLC.Recommending improvements in the usage of CRM packages and involved in the reporting and UAT of product adoption for the support team.There is more to comment on but I lack the time.

We offer over a decade of experience in some of the largest US Blue-chip multinationals (Microsoft, Dell and HP to name but a few) with a background in digital-press, bi-di language testing, global support and hosting infrastructure. Project management and implementation experience in six sigma methodology and SOX compliancy make us a viable asset. With technical experience and team leadership skills, in both 24/7 direct and virtual team environments make us a valuable contributor to any exisiting team.Early SQL 2008, Windows 2008, Cloud adoption and capital expenditure cost reductions. Researching and implementing upgrade paths for production software with minimal downtime. Clustering both, frontend and back end environments. Implementing automated disaster recovery in worldwide enterprise environments for global customers

System design, documentation scope of work requirements for disaster recovery design and implementation of global geographically dispersed clustered systems.Implementation and action of cloud migration from physical Data Centre to virtual cloud VM’s to reduce operational costs. By moving capex to opex.Daily manage Support Team operations and SLA’sManage Infrastructure Team, change management and general infrastructure operations.

Responsible for configuration and installation of new DEV domain for developer testing, including DC Hardware install and configuration. Installation of additional TEST domain for Transformation user testing. Recommended amendments to design documentation. Creation of AD user, machine accounts, group policies and server builds utilising AD group membership policies.Accomplishments:• Flagged improvements to the design documentation. (network – switch in design doc only supported 100 and not 1000 over copper)• Handed of all applications to Radia Packaging team in a timely manner.• Continuously exceeding all customer expectation.

Responsible for the configuration of DHCP and Clustered Distributed File Services prior to the migration of user data and desktop role out. Performed a consultancy role on additional hardware requirements and assisted in any high/immediate priority calls. Troubleshoot any application issues arising from deployment, liaising with appropriate test and packaging teams to resolve issue’s within SLA.Accomplishments:• Flagged improvements to the design documentation. (network and hardware)• Resolved a failed Domain Controller hardware issue while on site• Continuously exceeding all customer expectation.

Facilitated as the System Engineer role (Program Manager) in the software development life cycle (SDLC) for the implementation of several BGIT core applications from product development to operational deployment. Within the project team I led the requirements gathering phase, prototype demonstration, deployment and testing phases. Operationalised documentation including User Guide, Install Guide, FAQ, Architecture Diagrams and Database Schema. Implemented the support model and escalation process, defined SLA’s, and release to production phase all as part of the SDLC. I was also responsible for post release responsibilities i.e. bug fixes, weekly triage with development, feature enhancements, service packs, Sarbanes-Oxley Act and privacy compliance.Maintained and supported SQL and IIS application systems and troubleshot escalated network issues affecting the applications utilising a 24x7 “follow the sun” model managing and working with analysts in Dublin, East Asia and Redmond, WA.

Monitored internal and external vendor applications, troubleshot as necessary and escalated issues that required further action, bug fixes or resolution to Senior Support analysts. Provided weekly metrics and history to management, including accountability, and implemented monitoring solutions for new applications. Managed all Dublin based handovers, assumed responsibility for unresolved calls from East Asia in the morning and documented any unresolved calls for the US in the evening handover. Managed 4 Tier 1 Contingent Staff Analysts.Accomplishments:• Project managed the migration of Pre-Production applications from 2000 to 2003• Project managed the migration of Citrix 1.8 hosted applications to Win2k Terminal Services.• Scheduled resources• Liaised with external vendors• Flagged to management that consolidation of servers and decommission of hardware would dramatically reducing operational costs.

Project managed development of Internal Group Program Management tool (PVM), provided technical support for 48 internal users and three external vendors companies. Responsible for group hardware, software budgets, including procurement, installation and deployment of infrastructure.Accomplishments:• Tested bi-di and Middle Eastern language support on Windows 2000 and beta tested application language support for Winsoft. • Managed the migration from Windows 95 to Windows 2000 for all 48 internal users and three external vendor companies.• Managed development of Program Management tool version 1.5 to 3.0, including spec documentation UAT testing and signoff prior to deployment.• Joined the Six Sigma Team to develop an improved strategic process alignment with US teams.