Asset and Inventory Manager: 7/2019-presentManaged the assets and Inventory for the Microsoft Cloud and Connectivity Engineering group. Responsible for the maintenance and accuracy of the network equipment inventory database, shipping and receiving, and RMA returns.Project Manager: 4/2018-7/2019Project Manager for TATA Consultancy Services (TCS) at Microsoft for CCE group. (Cloud and Connectivity Engineering) Responsible for managing global network connections; new, changes, or disconnects. This requires collaborating with vendors and managers worldwide.Site Supervisor/Lab Manager: 5/2015-4/2018 (same position as prior position with a new company)Site Supervisor for Atos Consulting and then TCS at Microsoft for build 88 and building 11 labs. Responsible for maintaining high standards of SLA adherence myself and for the technicians working for me. Also responsible for overseeing deployment and lab improvement projects as well as employee coaching and career management.• Projects: Led network refresh projects in both B88 and B11, bringing the copper 1G network to 10G fiber. Eventually building the capacity of B11 to the point where a separate supervisor was needed.• Management: Led two teams of techs, managing time, workload, and professional goal-setting.• Reporting: Responsible for creating and presenting Quarterly Site Reviews to Microsoft management, and conducting site visits and audits.

Managed two computer test labs (The “Megalab” in building 88 and all test labs in building 11.) and supporting team of seven technicians. Duties include but were not limited to:* Responsible for planning and executing server and network deployments at times exceeding 1000 devices per month. Associated tasks included space planning, power and cooling planning, customer consultation and other communications, managing tight timelines and uptime requirements, planning cabling and port utilization, and ensuring lab standards were followed by supporting staff and contractors.* Conducting team meetings and individual one-on-one coaching sessions.* Ensuring that all team members delivered excellent customer service through good communication, and accuracy of work. * Conducting quarterly site reviews where I presented our successes and challenges to our customers along with a thorough lab inspection.* Monitoring health of space power, cooling, and networking to ensure uptime and allocate new deployments appropriately* Managing inventory of consumables such as cables and power strips* Ensuring adherence to SLA metrics such as time to resolution, and update frequency.

Technical Support for Byte Software (Loan Origination software, specific to the mortgage industry.) ● Duties include direct one-on-one support of contracted users of BytePro and troubleshooting technical issues, managing the BytePro Online product accounts and users using Active Directory and SQL Management Studio, and creating procedural documentation.Accomplishments: Created process and let effort to migrate all online customers from an older Internet-based Remote Desktop access model to a newer more secure encrypted client-server design.

Technical Support for the Microsoft Trustworthy Computing Security Operation Team. ● Setting up and managing test and production servers used to identify and eliminate security issues in the Windows platform.● Server setup and deployment, managing VM hosts, troubleshooting hardware failures and malfunctions, managing the weekly backup process and off-site tape rotation, monthly OS/software patching, and any other duties that arise in a dynamic environment.● Technologies used: SCOM monitoring, Avocent DSView, Raritan Command Center, Symantec Backup Exec, and all Microsoft enterprise releases.

Tier 2 technical support for the Microsoft adCenter Desktop support team. Duties include assisting tier 1 support technicians with more difficult or challenging customer issues with adCenter Desktop, auditing support tickets, escalating deep issue tickets to tier 3, and other miscellaneous tasks as assigned by management. (Contract ended due to budgetary issues.)

Temporarily filled in as a helpdesk technician at the law firm Garvey Schubert and Barer during a company wide rollout of Windows 7 and Office 2007. Duties included handling phone support and desktop issues, employee training and technical evangelism.

Build Lab Engineer (SQL Server build Team – December 09 – June 2010) Technical Support for the Microsoft SQL Server build team. Duties include setting up and managing the build team servers; including imaging and troubleshooting image failures, coordinating hardware maintenance with the SQLIT Lab Team, and creating documentation and IRGs. (Internal Reference Guides)• Technologies: Machine imaging, Vista, Windows 7, Windows Server 2003/08 Enterprise, Windows Server 2008 R2 Enterprise, Virtual Server and Hyper-V. WTT, Excel, Word, Outlook, and web based ticketing systems used as well. Lab/Operations Technician (SQLIT Lab Team – August 08 – August 09) Technical Support for the Microsoft SQLIT lab team. Duties include setting up and deploying servers and test and virtual machines, troubleshooting configuration issues, power and resource management, and various other assigned tasks in any of the eight labs we supported, and coordinating maintenance on the servers we owned off-site in two separate data centers.• Technical Customer Service: While working with the SQLIT team, I was responsible for maintaining a positive relationship with the various customers/test groups that we supported in the eight labs we own. • Technologies: Dell and HP servers, machine imaging, Vista, XP, Windows Server 2003/08 Enterprise, Virtual Server and Hyper-V. Excel, Word, Outlook, and web based ticketing systems used as well. • Training: Completed a 40 hour Project Management Certification course through Volt Technical Training.

Lab/Operations Technician (Windows Embedded/Mobile – April 07 – April 08 ) Technical Support for the Windows Mobile Embedded Operations and Infrastructure lab team. Duties include setting up servers and test machines, troubleshooting configuration issues, and various other assigned tasks in any of the ten labs we supported in three separate buildings.• Technical Customer Service: While working with the Mobile Embedded team, I was responsible for maintaining a positive relationship with the various customers/test groups that we supported in the labs we own. Took ownership of two labs as the direct contact and first line of support/management.• Planning/Scheduling Infrastructure Changes/Moves : During the course of my contract I was responsible for moving test teams from one lab to another. This involved preparing the space, planning for infrastructure elements – power, ac, and network connectivity, and eventual placement of assets and coordination of the team to re-cable benches and/or racks.• Training: Completed a 24 hour SQL server training course offered by the Volt Technical Education division. This course was not a complete certification track, but an overview of the full training.Lab/Operations Technician (Windows Media Core Services – January 06 – January 07) Technical Support for the Windows Media Core Services Group and the Windows Experience group. Duties include setting up test machines, troubleshooting configuration issues, coordinating RMA and/or warranty repair with other parties, and various other assigned tasks. I also was responsible for creating and managing a lab inventory spanning two labs and approximately 2800 desktop and server machines.• Notable Achievement: Created an asset inventory for approximately 2500 desktops, workstations, and servers; as well as cataloging a software/application library and creating a procedure for checkout.

Technical Support Technician (Live Meeting Technical Support – October 04 – July 05) Technical Support for Microsoft Office Live Meeting group at Microsoft Corporation: Responsible for working directly with customers to troubleshoot their connection issues; or administration problems.• Notable achievement: Maintained a 100% customer satisfaction service score.Technical Support Technician (Tablet PC – September 03 – July 04) Technical Support for the Tablet PC group at Microsoft: Real User Data Initiative. Worked directly with external usage study participants in Seattle and Minneapolis. Duties included: Hardware maintenance and asset management, support of study personnel and hardware, support of team members’ hardware and troubleshooting, and other various tasks such as data collection and collation.• Notable Achievement: Created an asset inventory and checkout procedure for the research teams various hardware including Tablet PCs, cameras and multimedia devices, and other miscellaneous tools and devices checkout.