Glen Richardson Email and Phone Number

Partner with Support Escalation Engineers to solve Premier Enterprise customer issues by leveraging advanced troubleshooting, debugging, source code review, ETL tracing and instrumentation. Work with development team to produce, test and release hotfixes for products bugs. Engaged with 3rd party software vendors or product support teams of other Microsoft technologies to troubleshoot issues with those products with interdependencies on areas of focus.Provide this highest level support for Active Directory, Networking and related technologies including:Authentication protocols and SSPI (ie. Kerberos, NTLM, Schannel, etc)Group PolicyCertificate services and crypto API (ie. PKI)LDAP/ADSIJet (ESE)NSPIEFS/DPAPICredential roamingTrust relationshipsADMTAzmanAD replication, Schema, FSMO, KCC, RODCTS LicensingUser ProfilePermissions/auditing/user rights/securityFRS/DFS/DFSRCSCWindows Time serviceADLDSTCP/IP/SMB/DNS/DHCP/WINS/RPC

Work with Premier Enterprise customers to resolve reported issues and/or consulting by employing advanced troubleshooting methods, expert product knowledge and best practices. Partner with Escalation Engineers and needed to support Active Directory, Networking and related technologies including: Authentication protocols and SSPI (ie. Kerberos, NTLM, Schannel, etc) Group Policy Certificate services and crypto API (ie. PKI) LDAP/ADSI Jet (ESE) NSPI EFS/DPAPI Credential roaming Trust relationships ADMT Azman AD replication, Schema, FSMO, KCC, RODC TS Licensing User Profile Permissions/auditing/user rights/security FRS/DFS/DFSR CSC Windows Time service ADLDS TCP/IP/SMB/DNS/DHCP/WINS/RPC

Provided Escalation support for Windows desktop OS (Win9x, NT4, Windows 2000 Pro) and Internet Explorer products for both consumer and Premier customers.As technical lead served as technical mentor working on customer issues and responsible identification of training needs and providing training to escalation support engineers on team.

Worked on products under development including Windows 95 OSR2, IE3, IE4, IE5.Duties included:Supporting external beta customers having problems with beta products to distinguish between configuration/usage issues and potential products bugs. Work with development team to reproduce product bugs.Served as liaison between product support and development to represent product support interests with respect to prioritization of fixing known bugs in beta product.Assisted product test team with daily build test passes/regression testing.Produce product training and documentation for new products and deliver training to both internal and outsource support teams prior to product launch.Serve as point of escalation for newly released products to ensure top issues/bugs are resolved ASAP.