Context: Avanade is a global technology consulting firm with 50k+ employees, and over $2B annual revenue. • Promoted two years early due to performance and technical growth. • Coordinated technical bridges during critical and major incidents across diverse technology stacks.• Conducted Root Cause Analyses, leveraging systems thinking and technology knowledge and understanding.• Designed, deployed, and managed Microsoft hybrid and cloud infrastructure• Delivered consistent, customer-facing ITIL Level 3 support• Global Administrator for Microsoft 365, Office 365 and Azure, and Domain Administrator in 350+ diverse environments.• Administered Systems (Windows and Linux Servers, Azure, Microsoft 365, Azure Databricks)• Primary Contact for Microsoft Exchange, O365, M365, Windows and Linux Servers, SharePoint and SQL• Deployed App Registrations and authored PowerShell and Microsoft Graph scripts for querying and reports. *Built Internal KPI dashboards*• Increased average percent-certified of operations teams by 45% over 1 year. Insight from tracking engineer certifications drove initiatives to certify in alignment with global business initiatives.• Increased quality checks from 30% to 95% in 3 months. Engineer quality check completion investigation led to procedural overhauls, increasing engineer quality check rate.*Data analytics consulting*• Saved healthcare client over $3K/month by reduced case creation of 35%. Summary statistics combined with case management system metrics identified duplicates, allowing for operating changes to reduce case creations, reducing costs.• $200k/month reduced M365 license spend by identifying unused accounts and optimizing license assignments through iterative data analysis and executive briefings.• Decreased financial service client's SharePoint Online space consumption by 18%, removed 2K+ test sites and received C-level recognition for implementing efficient Power Automate flow. Saved client roughly $6k/month.

• Managed service provider systems engineering.• Request, Incident, Problem and Change case creation, investigation and resolution.• Resolved incidents and problems directly and through technical escalation from both internal or client parties and vendors• Facilitated high-priority escalations, and delivered swift resolution in adherence to strict SLAs.• Implemented on-going maintenance of effective system governance, compliance, and business continuity procedures.• Mentored junior engineers in on-premise, M365 and Azure technologies.Technologies Supported:• Microsoft Windows Server Core Services - Active Directory, DNS, DHCP, Hyper-V, Print, Remote Access, Remote Desktop, IIS, PKI• Server Virtualization - Hyper-V, VMware vSphere and ESXi• Network - LAN & WAN ( BGP tunnels, Riverbed, Cisco Router/Switches, Infoblox IPAM & DHCP, GSS, Netscaler)• Security – Windows Defender, F5, Cisco Firewalls, Cisco Security Manager, Juniper Firewalls, Juniper NetScreen, McAfee VirusScan Enterprise, Postini Email Security, SecureID RSA.• Backup & Recovery - Symantec Net backup, Arcserve, IBM Trivoli Storage Manager.• Email & Unified Communication - Exchange 2010/13/16/19, Office 365, Teams, Skype for Business.• Monitoring – HP Open Manager Insight, APM(Application Performance Monitoring) / Business Process Monitor), Azure Monitor, Log Analytics• Software Updates – SCCM, Intune• Database - Microsoft SQL and Oracle databases• Ticketing Systems - ServiceNow, CRM• High Availability Technology – Symantec VERITAS, Microsoft Cluster and Oracle Data Guard database high availability.• Coding - PowerShell, BASH, HTML, Python, TSQL, JSON, Microsoft Graph• Microsoft Servers - Exchange, SharePoint, SQL, Identity Manager, Skype

• Built and maintained Finance (SAP and Non-SAP) Infrastructure Operations on SharePoint site.• Created advanced, custom Excel spreadsheets for tracking incidents, root causes and outcomes, which were integrated with SharePoint for real-time graph updates. • Conducted research and impact analysis for scheduled infrastructure outages in SAP environment.• Managed project scheduling, coordinating conference calls and creating work breakdown structures.• Increased RCA completion from 33% to 100%, reducing failed change rate by 25% by revamping SharePoint site with trend analysis.• Achieved zero missed changes and improved scheduling with standardized impact analysis process and centralized tracking.

Managed Services Exposure:• Solved cases and supported technologies including Windows Server, Exchange, DPM, Lync, Skype, F5, Nimble, NetApp, EMC, VMware, Hyper-V, SharePoint, Active Directory, and SQL.• Performed user maintenance in Active Directory and other systems.• Patched desktop and server OS manually and through SCCM.• Planned, overhauled, and implemented group policies.• Worked with Microsoft Terminal Services in over 100 environments of varying sizes and complexity.Senior Analyst / Collaboration Engineer (Promoted June 2014):• Delivered Tier 2 support and served as an escalation point for Analysts.• Remediated issues through deep dives and problem-solving.• Utilized flexibility, communication, and prioritization to drive cases to resolution.• Provided end-user support and guidance.• Facilitated collaboration among team members, groups, clients and vendors.Analyst/Rapid Response Engineer:• Provided Tier 1 managed services support in customer-facing role.• Tuned out unnecessary alerts in a small project.• Resolved technical issues promptly.• Assisted in maintaining system performance.• Collaborated with team members to improve service quality.Public Trust Clearance (Granted November 2013, no longer active):• Secured clearance to work in US Government IT environments.• Ensured compliance with government regulations.• Maintained confidentiality and security of sensitive information.• Collaborated with government agencies on IT projects.• Demonstrated reliability and trustworthiness in handling government data.