Josh Grimshaw Email & Phone Number

Chapel Hill Nc

Raleigh-Durham, North Carolina Area

Contract work on a newly started support operation for BCBSNC taking over from the previous operation with the added task of upgrading their network to Windows 10 as a part of the new contract. The role consisted of providing support for a wide range of software & hardware to the Executives, Chiefs, & Administration as a small team while playing a key role in the Windows 10 upgrade including running a team, coordination with end users, delivery of hardware, network imaging, large scale software deployment through SCCM, guide creation & working with Microsoft networking tools.

320 Westlake Seattle Wa

Further work for HCL doing contract work for Bing at Microsoft as a Tier 3 internal technical support engineer addressing issues related to the delivery of advertisements on the platform pipeline from the database to the delivery engine with accurate information relayed within the Bing Ads UI. Each issue tracked using the UCMT ticketing system, resolved at our level or escalated to Microsoft Engineers and Developers to correct. This position required working directly alongside internal Microsoft Engineers using a VM to connect to internal DBs using SQL to pull data and then using MS Excel to perform analysis for any issues for the many high profile customers using the Bing Ads platform.

320 Westlake Seattle Wa

Working as a contractor within Microsoft’s Bing Office, as part of the Bing Webmaster Team, I have gained knowledge on the inner workings of search engines and their organic non-ad related results. Issues reported are addressed through the a ticketing system then resolved through communication with internal Microsoft engineers regarding the behavior of web crawlers, user site indexation, spam, sitemaps, robots files, malware and status or issues within the Bing Webmaster Tools platform. Projects within the team at the time include creating training resources and documentation of our processes for the Bing global support team and training incoming team members.

John E. Thomas Hall 287 Rivers Street Boone, North Carolina 28608

Electronic Student Services (ESS) is elevated technical support for the entire department of Student Development at Appalachian State University. Student Development encompasses many of the large departments of the university (Housing, Health Services, Counseling, Administration, Student Programs, Student Conduct, etc.). My job at ESS consisted of assisting in any support issues around campus, training our team how to diagnose technical issues and interact with users, instructing software workshops for staff, and knowing specifics about specialized software around campus (Accounting, Financial Aid, Digital Signage, Counseling, and Security Cameras). Knowing much of this software meant handling and being responsible for others confidential information on a daily basis. One of the larger roles I was entrusted with was learning the digital signage platform Scala and deploying it throughout the departments of the university. This involved knowing the entire process of the Scala software, from developing and designing displayable content, publishing, managing, scheduling, and the setup of the physical player from the software to the university network. User interaction played a large role in my work at ESS. Elevated support meant that we interacted often with the Administration office which meant providing support for the Vice-Chancellor as well as Directors of Student Development.