Don Geddes Email and Phone Number

• Coordinates technical efforts and resolves issues across multiple teams while serving as the Subject Matter Expert (SME) and Senior Active Directory System Engineer in a large Active Directory environment• Supports on-premises and cloud platforms solutions primarily in Microsoft Azure• Use Group Policy to perform server management activities• Supporting Windows 2016 and 2019 Member Servers and Domain Controller operating systems platforms, DNS, networks, DMZs, network security zones

Designed, implemented, and supported Microsoft solutions and services for large enterprises utilizing the following:Active DirectoryAzure Active DirectoryAzure Infrastructure (IaaS)Microsoft Endpoint Configuration ManagerResponsibilitiesGathered customer/partner insights (e.g., feedback around technical preferences, environments, business needs) and leveraged these insights and existing plans to map solutions with customer/partner business outcomes. Acted as the voice of the customer (VOC)/partner by driving awareness of existing feedback, insights, and resources with internal teams to add and prioritize. Shared customer success stories with the wider internal team.Identified and developed impactful relationships with internal teams and customer and partner technical specialists during initial preparation and ramp-up stages. Proposed viable solutions based on specific technical products. Demonstrated complex concepts and proved the capability of those solutions through design collaboration sessions with the customer/partner. Supported customer skilling by delivering as a trusted technical advisor to ensure customer readiness by facilitating technical discussions and enabling operational health and cloud readiness. Transferred knowledge to customers to close customer skill gaps.Contributed to customer satisfaction by providing a positive customer/partner experience. Demonstrated an understanding of customer/partner conditions of success. Identified dissatisfied customers and built remedial actions (e.g., post-mortem reviews).Actively listened and respectfully challenged customers/partners when going in the wrong direction and escalating appropriately.

Implemented and supported Microsoft software and solutions while working onsite with customers. Delivered proactive services that included:Delivering multi-day technical workshops that educate customers and enable them to deploy Microsoft solutions quickly and effectively. Delivered reactive services that included:Troubleshooting both client side and service side issues. Partnering with Software Engineering teams to drive prompt resolution of customer-impacting issues. Implemented solutions to monitor the quality and timeliness of the customer support experience. Drove process improvements within the team and the larger organization as a whole. Drove bugs/DCRs related to problem management tickets. Documented processes, best methodologies and technical instructions for Support Groups based off the problem management findings Identified trends that generate support cases, review community data, and use that data to drive improvements back into the product Created automated diagnostics to isolate and, ideally, remediate customer issues.

Implemented and supported Microsoft software and solutions while working onsite with customers. Delivered proactive services that included:Delivering multi-day technical workshops that educate customers and enable them to deploy Microsoft solutions quickly and effectively. Delivered reactive services that included:Troubleshooting both client side and service side issues. Partnering with Software Engineering teams to drive prompt resolution of customer-impacting issues. Implemented solutions to monitor the quality and timeliness of the customer support experience. Drove process improvements within the team and the larger organization as a whole. Drove bugs/DCRs related to problem management tickets. Documented processes, best methodologies and technical instructions for Support Groups based off the problem management findings Identified trends that generate support cases, review community data, and use that data to drive improvements back into the product Created automated diagnostics to isolate and, ideally, remediate customer issues.

Provided high quality support services including troubleshooting and debugging of Windows Server and Client solutions.Developed and wrote high quality technical documentation for both internal and external (public facing) consumption.Delivered reactive services that included:Troubleshooting both client side and service side issues. Partnering with Software Engineering teams to drive prompt resolution of customer-impacting issues. Implemented solutions to monitor the quality and timeliness of the customer support experience. Drove process improvements within the team and the larger organization as a whole. Drove bugs/DCRs related to problem management tickets. Documented processes, best methodologies and technical instructions for Support Groups based off the problem management findings Identified trends that generate support cases, review community data, and use that data to drive improvements back into the product Created automated diagnostics to isolate and, ideally, remediate customer issues.