• Partner with IBM Blue Diamond and Passport Advantage customers to realize the full value of their cloud-based AI software portfolio• Guide customers through their journey from on-premise to fully cloud driven applications and architecture with IBM cloud software and AI services• Demonstrate solutions with Proof-of-Concept (PoC) and Minimum Viable Product (MVP) designs driven by customer needs and requirements• Advise the customer on new and upcoming IBM offerings and services to enable growth and expand AI usage• Advocate for the customer with engineering and customer support teams• Guide customers through their software renewal periods

• Collaborate with potential customers to understand their needs and provide comprehensive solutions using the company’s cloud-based products in Azure and AWS; acted as a pre-sales engineering resource• Collaborate with existing customers and create solutions using the company’s cloud-based products in Azure and AWS; acted as a post-sales engineering resource• Assist customers setting up cloud-based environments for use in healthcare, media and entertainment, and on-premise to cloud migrations of critical user data• Perform functional testing of the company’s cloud-based products in sandbox environments to aid engineering in improving the products’ performance and stability• Create scripts for the automation of deployment for the company’s cloud-based products using Terraform (for AWS and Azure) and CloudFormation (for AWS only)

• Acted as main contact point for change management queries and implementation approvals, ensuring that established SDLC guidelines have been followed• Answered and acted on global operations queries, resolving or redirecting them to specialized teams as necessary• Performed call leader duties for troubleshooting conference calls during major incidents• Drove root cause analysis and related problem management for all major incidents• Conducted yearly reviews of top-tier critical applications to prepare for and ensure optimum performance and uptime prior to each yearly busy season• Assessed, reviewed, and created documentation for all company operational touch points• Managed Exigence incident management system

Primary duty is to be the principal technical advisor and ‘voice of the customer’ for Enterprise level customers• Work directly with customers to craft and execute strategies to drive customer adoption and use of AWS cloud services• Maintain relationship with customer to create a positive partner experience and solid feedback channel to understand their business/operational needs and technical challenges• Drive discussions on operational excellence and security, including educating them on global, highly available designs, monitoring, alerting, and risk management• Drive discussions regarding new and upcoming technologies, helping them innovate for the future and become cloud pioneers in their respective markets• Act on the customer’s behalf to escalate issues to senior leadership and engineering teams to resolve critical problems and deliver feedback to drive product innovation

Primary duties include assisting users of Amazon Web Services’ cloud-based services and applications with problem troubleshooting and new user guidance through documentation, known best practices, and personal experience• Provide customers with architectural guidance based on the best practices of company’s cloud-based services in order to bring the best value and availability to the customer for their needs• Develop training materials for new services, and lead classroom trainings for the services to my peers in the Support organization• Act as a Subject Matter Expert for Windows©-based operating systems and cloud services• Collaborate with Windows©-based service engineering teams on a regular basis, acting as the voice of Support and of the Customer for issues and new services• Collaborate with enterprise-level account managers, bringing technical expertise and guidance to assist with large-scale and high-impact customer issues• Create, track, and manage customer escalations to the cloud service engineering teams• Assist with Support department’s operational tasks to keep customer appreciation levels high

Primary responsibilities include providing Incident Response and Management, Release Management, Problem Management, and daily Operations Management for the Microsoft Partner Network user portal and its associated platforms in live production and pre-production environments.* Implement mission critical SQL database servers across Microsoft’s global network, provisioning regular maintenance and monitoring for highest levels of availability * Configure and maintain hardware load-balancing hardware for IIS web servers* Management of customer and operations escalations - initiation, troubleshooting, tracking, and completion* Deploy application builds and system updates across global infrastructure of IIS and SQL servers for group’s application portfolio* Authoring of technical analysis and layout diagrams of application environment across multiple datacenters dispersed globally.* Interact and maintain relationships with development teams, incident management teams, and intra-organization operations teams to achieve common goals.* Authoring of departmental knowledge-base and help articles for supported application* Design and implementation of automated server deployment of application updates across globally diverse infrastructure* Provide extended- and after-hours operational support as necessary

Primary responsibilities include being actively engaged in Level 3 Incident Management for Microsoft’s Online Service Management (OSM) organization supporting the Microsoft Partner Portal and its associated Content Management System in production and pre-production environments* Manage and maintain global production environment to achieve peak levels of performance and availability for customers worldwide* Interact and maintain relationships with development teams, incident management teams, and operations teams to achieve common goals

* Provided leadership and assistance in network systems administration, telecom operations, and support service for the company’s mission critical, zero-downtime operations center* Provided hardware acquisition, configuration, maintenance, repair, training, and troubleshooting support for internal staff* Installed, maintained and managed new and existing IIS and SQL datacenter servers* Managed Active Directory, DNS, DHCP, Exchange, WINS servers and user accounts for corporate network* Managed company’s Internet circuits, phone lines and PBX system (analog, digital, and VoIP)* Managed company’s telephone and call routing system for a multi-site call center utilizing Nortel PBX hardware, Nortel Symposium Call Center Server, and Nortel Call Pilot* Managed company Remote Access systems with Cisco VPN hardware* Managed multi-layer network topology utilizing Cisco routing switches* Assisted in managing F5-branded load balancing hardware* Provided desktop troubleshooting and support of user hardware and software

* Worked exclusively with product development staff to set up and maintain test environment for fledgling product in test lab on Microsoft campus utilizing Microsoft Windows Server systems* Procured, installed, and managed all hardware and software in test lab to mimic data center installation to meet project development requirements* Performed daily build installations on servers, requiring daily re-imaging of server operating systems to clean state* Managed Active Directory, DNS, DHCP, WINS, SMTP, and IIS servers in test lab* Installed and configured F5-branded load balancing hardware, configured all lab network routing with Cisco routing devices* Configured and maintained KVM-over-IP infrastructure to facilitate remote management* Performed daily performance and availability tests to ensure high system availability for the test and development teams* Implemented and administered Microsoft Operations Manager (MOM) to monitor overall system and network health

* Managed and oversaw daily operations of entire Windows NT and Windows 2000 based network, including daily network backup and disaster recovery strategies.* Managed and oversaw daily operations and maintenance of company email, database, and web servers using Exchange Server 5.5, various versions of SQL Server, and IIS versions 3, 4 and 5.* Planned and implemented a Windows 2000 Active Directory network in company’s test lab, and managed its regular maintenance.* Planned and implemented Remote Access systems and policies using Microsoft Windows Server operating systems.* Participated in implementing multiple-site Frame Relay private network spanning across United States.* Responsible for all workstation and server maintenance, diagnosis and troubleshooting, both hardware and software, at Redmond office.* Research and implement all new server and workstation installations running Windows NT, 2000, and XP operating systems, and upgrades of outdated systems.* Research and purchase of all software and licensing for servers and workstations, including MSDN licensing for development tools.* Designed and implemented security for multiple tenants throughout building with building network, phone and building access.* Designed network and telephone architecture for company and building. Repair – troubleshoot – new installations.* Managed all functions of company’s phone lines, Internet connections using Cisco routers, and Inter-Tel PBX telephone system.