C L Email & Phone Number

United States

Atlanta, Georgia, US

• 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

Bangalore, Karnataka, IN

• 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

Bangalore, Karnataka, IN

• 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

Kirkland, Washington, US

• 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

Corona Del Mar, California, US

• 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

Aws

Mcsa, Mcp, Networking+, A+, System Administration