I am currently leading a small team inside a newly created Viva Engage for ITAR Cloud Environment.• Installing, configuring and testing capabilities on Azure• Analyzing, troubleshooting and diagnosing problems on services and provided prompt repair solutions• Documented resolution steps to standardize incident response on service issues• Manually verify and perform changes in the managed secure environments• Support effective roll-outs by participating in Engineering led bug bashes to improve the core service

Following a contract buyout, I transitioned to Wipro in a Lead capacity while remaining at Skype for Business.• Acts as a Designated Responsible Individual (DRI) working on-call to monitor service for degradation, downtime or interruptions and uses SOPs to restore service for documented problems• Created, developed, and implementing SOPs for undocumented failures• Mentored and trained junior members in duties and responsibilities associated within an operations center• Developed code and scripts that automate repetitive and easily scalable operations processes• Work alongside DevOps and Security teams to ensure reliable and secure deployment of Skype for Business application• Implemented the procedures for taking SfB communications service offline for decommission

I joined the Skype Operations Center (SOC) in a Lead Systems Administrator capacity, to assist with monitoring and triaging thousands of assets within Microsoft's Skype for Business environment, worldwide.• Incident management for production impacting outages, assuring SLAs were met for mitigation• Reduced daily ticket backlog by implementing SOPs, resulting in faster resolution of common alerts • Crafted server rebuild and reimage techniques for Skype server roles, adding redundant QA checks to maximize reliability and minimize failure • Resolved issues within the services, minimizing customer impact, and provided solutions that prevent the recurrence of similar issues • Contributed to product improvements by filing bugs and design change requests, and helping developers fix and ship them to production• Investigated, triaged, resolved, and mitigated server health alerting from multiple sources (email, monitoring, dashboards, etc)

Transitioning to an enterprise environment I first joined Microsoft in 2014 to assist with Global Datacenter Administration. • Collaborated with network operations, security, and service engineering teams in investigating, troubleshooting, and resolving server and web alert issues on Xbox Live and Xbox.com• Lead Global patch operations in production and sandbox environments• Boosted service availability and drove continuous operating improvements by proactively managing and triaging service alerts• Analyzed and used data to drive improvements with engineering teams• Leveraged best practices to create, update and maintain run books

Upon Hiring I supported help-desk operations; including team ticketing systems, account management, network security, hardware monitoring, software upgrades, and other ad-hoc facility functions.• Oversaw complete migration of user accounts from on-premise into cloud-based Office 365• Leading a corporate-wide encryption rollout initiative to all computers, both on-/off-site.• Promoted to Administrator and supervised 3 help-desk team members in managing corporate IT tasks• Worked alongside network engineers for System integration after corporate acquisitions, and VOIP call center management