Providing Tier 2/Tier 3 device support across multiple City of Seattle departments. Supporting the office of the mayor of Seattle.-Perform Operating system and application deployment with Microsoft System Center Configuration Manager-Support a wide range of devices including desktops, laptops, macs, tablets, mobile devices and etc.-Image, configure, install, test and deploy workstations to supported departments-Performed hardware troubleshooting, repairs, installs and maintenance (for workstations, monitors, laptops, printers, credit card swipers, reader boards, plotters, video conferencing equipment, and etc.)-Provide direct support to the Mayor's office-Primary contact for IT support for executives at the Mayor’s office-Act as liaison between supported City departments and external vendors.-Perform Active Directory accounts administration using NetIQ Directory and Resource Administrator (DRA).-Coordinate with various supported departments for project-based moves. -Travel to offsite locations to perform equipment installs and software/hardware troubleshooting (Point of Sale application, receipt printers, credit card swipers, etc.) -Create documentations and knowledge base-Perform remote desktop assistance and troubleshooting using System Center Configuration manager (SCCM)-Troubleshooting enterprise and proprietary applications

Provided tier 3 support for Microsoft BPOS (now Office365) cloud platform. Actively monitored production servers and services in the Office365 environment to ensure services are availability.Collaborated with other engineers to mitigate and resolve product and service issues before they become customer impacting. Performed troubleshooting and account administration for Office365 customers (Manage Active Directory Users, Organizational Units and Exchange mailbox policies).Actively engaged in incident management of online servicesInvestigate server issue to prevent impact to production environment.Troubleshoot general customer issues escalated from lower tiersUse Exchange PowerShell for Exchange account administration Manage tenet accounts and provided support for Exchange 2008 and Active directory usersUsed SCOM for server monitoring

Collaborated effectively with various Microsoft groups to drive resolution. (Liaison between Microsoft partners and Microsoft Operation teams) Ensured appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner. Handled Level 3 queue escalations for a wide range of Microsoft products and services within given SLA. Supported Products: Windows Live Hotmail, Messenger, Windows Live Mobile, Bing Maps, and Business Productivity Online Standard (BPOS).Managed Microsoft Ads Tools accounts for vendor support personnel and partners (AdCenter, Ad Expert and Ad Reports)

Desktop Support Analyst, City of Seattle Parks and Recreation DepartmentManaged user accounts using Active Directory and Novell Console One.Performed routine site visits or follow up by phone and e-mail to ensure user requests are being met.Performed workstation deployments, repairs and system unit replacementsPerformed Installs and configured user workstations to departmental policies.Troubleshoot hardware/Software related issues. (Printers, Network Connectivity, PDA configurations, etc.)Delivered and installed customer orders such as computers, monitors, printers and peripherals within Parks facilities.Manage Hardware and Software asset inventoryActively participated in a project to migrate all Parks workstations and users to Active Directory.Actively participated in Office 2007 deployment ProjectUsed HEAT call tracking software, by FrontRange to track trouble tickets and service request calls.