Evan Moss Email & Phone Number

Greater Salt Lake City Area

Microsoft In Redmond Washington

• Commerce Platform Operations Night Manager 2014 – Present
• Manage Operations personnel for Microsoft Commerce Universal Store (Office365, Xbox, Windows and Microsoft phone). Responsible for monitoring, reporting and rapid resolution of 20 billion dollar business platform.
• Perform One on One reviews with operations personnel on a monthly basis. Encouraged growth and development through setting personal goals.
• Improved and maintained aggressive Service Level Agreements (SLA’s) with 15 minute response times for determination of action.
• Perform service request reviews maintaining data quality and improvement process and knowledgebase documentation.

Bellevue, WA

• Drive immediate response and problem resolution team to quickly resolve production-impacting incidents.
• Clearly communicate the status of major incidents to Information Technology (IT) executive leadership.
• Create and distribute daily and weekly incident reports to IT executive leadership
• Minimize unplanned network outages with deep understanding of modern network design (VPN, WAP, PPTP), network protocols (TCP/IP, UDP, FTP) and security standards.
• Lead and participate in highly-effective cross-functional teams.
• Quickly and thoroughly learn new and varied technologies to keep knowledge up-to-date with the most modern IT practices.

Bellevue, WA

• Performed metric/trouble ticket reviews with individual analysts, maintained data quality reviews and process documentation, and communicated with EHD managers, Problem Management, and Help Desk partners.
• Met current Help Desk Service Level Agreements (SLAs) and planned for future requirements and continuous improvement.
• Managed analyst operations and comprehensive queue management decisions in a timely (business-smart) manner.
• Lead by example, exercised “better business” judgment, and promoted EHD-wide professional and personal growth.
• Worked in collaboration with IBM (partner) to transition McDonald Douglas legacy statement of work and to create an updated (and documented) support process.
• Developed a tier 1 and tier 2 helpdesk support process for BCA line of business manufacturing applications enterprise wide, including statement of work approval through the Boeing Gate One process.

Everett, WA

• Provided Shared Services Group (SSG) services for the Boeing 777 Factory Workgroup including Delivery Systems, Quick Move & Change, and Surplus & Restoration services for distributed computing, desktop workstations, &.
• Implemented and supported projects for the Boeing 777 Factory Workgroup including Computing Order Fulfillment (COF), Staging Area, DCAC, and AIW as well as desktop operating system, application software, and standard.
• Provided hardware and software consulting on new requirements, functionality, and problem resolution and actively participated in the training and development for new employees.

• Programmed and implemented Motorola/Nexus smart radio systems for local construction companies and law enforcement.