I’m on the Outreach team that partners with the Product Group to engage customers proactively based on telemetry signals in the service.Represent the company and communicate with corporate customers regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers. Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues.Develop and deliver technical training.Maintain strong working knowledge of pre-release products and drive product improvement in key areas.Author complex technical articles, sample scripts and diagnostic rules to improve product knowledge and supportability.

Plan, develop, and execute development plans and learning paths for support professionals. Orchestrates resource alignment and support from key stakeholders to achieve business goals and readiness targets. Product technology area focus is Skype for Business (On-premises, Online, and Hybrid), Microsoft Teams and Office 365 with the development of solutions through multiple delivery channels.

Working with Lync Server 2013 and Lync Hybrid in Office 365.

Working with Unified Communications (Office Communications Server, Speech Server, and Exchange Unified Messaging.

Had the choice of four support groups in which to work after several days of grueling interviews.Trained in Live Communications Server 2005 and Office Communications Server support.Provided live phone technical support for Premier customers within weeks of starting the position. Authored solution documents, delivered adhoc training, and quickly became recognized as a go to resource that is willing to collaborate.

Manage enterprise infrastructure and maintain business continuity across twenty locations. Leadership and direction for a staff of over support engineers in the following disciplines: Windows/Intel Systems. Local attached and SAN attached storage. High availability / clustering.Customer facing activities. Tier 1/2/3 triage and support. Desktop support and customer-side services.Supported executive leadership in budget planning, analysis and project priorities.Manage Microsoft Enterprise and Premiere Support agreements.Internal and external audit coordination in support of business objectives and Sarbanes Oxley 404 certification. Asset tracking and license management.Implemented enterprise configuration management and monitoring system.Consolidated platform and systems onto a single framework. Direction and delivery of a systems patch strategy, infrastructure and support team. Monthly Sarbanes-Oxley deliverables.Redundant wide area network and core router infrastructure implementation.Windows 2003 Active Directory – 2000 users, 2600 workstations and 300 servers.Windows 2000/2003.Windows XP, Embedded XP, PDA’s, Windows Mobile, Virtual machines.Security projects and compliance activities: Safeboot laptop encryption and Senforce firewall policy enforcement.Configuresoft compliance software deployment and support.Related core applications: Citrix Presentation Server farm and multiple N-Fuse gateway support.Blackberry Enterprise Server, Exchange, Mailsweeper, Symantec Antivirus, Veritas NetBackup, RightFax, NetIQ, SolarWinds.

Senior Lead Technical AssociateManaged projects that addressed system/network administration and engineering support requirements for client office automation environments (OAE). This included important and emergency support of resolving issues impacting client normal business functions. The following sections highlight services provided to some clients: Project Manager for Risorp, Inc. - Charlotte, NC.Responsible for daily activities, network administration, systems analysis, and a myriad of technical support, which included desktop support of 100 users and 25 remote users. Supported the integration of another companies systems and networks after acquisition.Netware to Windows NT server migration, and Windows 3.X to Windows NT Workstation. Project Manager, CompSource, Inc. -Charlotte, NC.Responsible for the daily activities of the integration and support effort. Complete Novell system update and patch mitigation to resolve issues.Project Manager, Carbide Alloy - Columbia, SC.Upgraded NCR Unix on NCR server. Performed database maintenance on Progress database with QADs MFG/Pro software resolving hung connections. Other projectsCompleted performance monitoring and tuning of SunOS running on Sparc 10s in high availability and Solaris 2.4 running on Sparc 20s for Merisel, Inc. sites in Richmond, VA. and Cary, NC. Cut nightly operations processing time in half.Provided 24/7 support at Delta Airlines headquarters for their scheduling, forecast, and budget center. Support SunOS workstations and backend Oracle system.SunOS to Solaris migration at Motorola in Boyton Beach, FL.

Responsible for overseeing computer operations, computer security, wide-area network operations, and the computing program including maintenance, installation of systems, peripherals, programming and training. Provided supervision to a staff of four direct reports. Knowledgeable of Federal regulations and DOE Orders involving computer security, computer operations, risk assessments, and information systems audits.System administration involved numerous activities including performance monitoring of Novell Netware and UNIX servers, virus checks, random file sampling, setting up new equipment, installing software and connecting systems to the LAN. Completed a WAN connection between the firm and DOE client. This wide area connectivity allowed access to other resources available across the WAN such as Internet and other SQL databases, plus improved electronic communications.Provided oversight in the production and distribution of conversion information to support the move from Macintosh to IBM-compatible PCs. Developed job aid to facilitate the conversion of word processing and graphic documents. In addition, a job aid was provided to Macintosh users outlining the procedure for accessing MS Mail on the Macintosh.Engaged in outside business development. Provided the groundwork and managed the design and development of a multimedia project for the Operations Programs Department called isoManager. The completed sell-able product was marketed to physicians and other professional responsible for implementing Code of Federal Regulation (CFR) requirements.Developed Aiken County Emergency Management System Collection Mailer System (EMSCMS) which recouped set-off debts for the county from individual tax refunds.Updated computer protection program and performed regular network and computer system risk assessments.