David Muzzy Email & Phone Number

Greater Seattle Area

· As part of the Kinetiq division of Quorum Review, provided Tier 2 support for their Q Consent electronic consent form product.o Q Consent is a product to let participants of clinical drug trial studies have an electronic consent form.o Q Consent includes a portal for the study administrators to manage the participant accounts and their consent forms, a participant portal, and an internal tool to build the control overlay for the forms.· Worked with frontline support and internal development teams to pinpoint and resolve issues with the product.· Tools used included MongoDB, Amazon Web Services, Microsoft System Center Service Manager and Operations Manager, Atlassian Jira, Confluence, and Datadog.· Created and organized internal support documentation.· Produced some internal training videoso Recorded and edited screen capture footage, performed narration voiceover, applied transitions, effects, and music.

Bellevue, Wa

 Within Microsoft's Enterprise Support Operations (ESO) group, I provided Tier 3 support for Microsoft System Center Operations Manager (SCOM) versions 2007 and 2012, including all sub-versions. Took cases from Microsoft's Premier customers who had a subscription for Tier 3 support, which gave them a higher priority and faster resolution time for their issues. Ensured SLA compliance with for cases with different priority levels, including critical situation support Worked with Microsoft personnel for different parts of the world to ensure 24x7 support for those customers that needed it Worked with Microsoft technical and sales managers to ensure customer satisfaction

Redmond, Wa

Upgrade services support for migration of Exchange mailboxes from the old BPOS and Live@EDU services to the new Office 365 service. Utilized Powershell, SQL, and in-house web tools to manage migration jobs, update end user mailbox information, and oversee the migration status of tenants. Analyzed ULS, Windows and application specific logs to troubleshoot task and server problems, escalating to other teams when appropriate. Performed maintenance and troubleshooting on the associated migration servers. Responded to high priority requests from internal and external customers, as well as automated alerts from network and application monitors.

Redmond, Wa

Processed bugs escalated from customer support groups, other engineering teams and automated alerts from monitoring systems. Used Powershell, SQL, Sharepoint, Exchange and Blackberry server tools to investigate and fix associated problems. Managed hardware and application issues for all related servers, working with SCOM and F5 load balancers to ensure minimum interruption of service. Analyzed ULS, Windows and application specific logs to troubleshoot task and server problems. When necessary, worked with front-end support, engineering and on-site data center groups to resolve these issues.

IPTV Service Engineer. Provided server and set top box support for IPTV customers. Installed and configured Solaris 9 & 10 servers. Used network capture and serial console connections to gather data for debugging and analysis. Deployed and tested beta code to Solaris test servers both office lab and at customer sites. Worked with the admin personnel at customer sites to test the new code before deploying it to their production environment.

Infrastructure Systems Analyst. Via Altiris Deployment Console, image desktop and laptop computers, deploy them to users and provide support to those users. Customize applications per user as needed. Keep track of deployments via Altiris ticket and asset tracking software. Respond to help desk requests as needed, as well.