Michael Kallhoff Email & Phone Number

Spruce Pine, Nc, Us

Spruce Pine, Nc, Us

Redmond, Washington, Us

Customer Service and Support SEE for on prem SCOM, SCORCH, and SCVMM.

San Francisco, California, Us

Glen Allen, Va, Us

Estero, Florida, Us

Responsible for remotely (telecommuter) supporting client environments containing different Messaging Applications, including Microsoft Exchange/Unified Messaging, Microsoft Lync 2013 Server, Microsoft Lync 2010 Server, and hosted O365 among others. Also responsible for common internal user support tasks such as new user creation, password resets, assigning and configuring exchange mailboxes, enabling users for Lync etc…

Seattle, Wa, Us

- Supported Microsoft's O365 Lync Online deployments servicing millions of customers homed across 3000+ servers(HP iLo2/4) hosted in data centers around the globe running Lync 2010/2013 Enterprise and Standard Editions within the Multi-Tenant(LyO), Dedicated(MSO), Federal(ITAR), and Corporate(MSFT) environments.- Monitored and responded to SIE/Sev A incidents, gauged the possible impact of any monitoring/infrastructure failures, interfaced with multiple teams to resolve any issues while adhering to strict SLA standards. Followed the Service Operations Center’s goal of maintaining high availability and performance for our products and services. - Triaged incoming monitoring alerts using SCOM2007R2/2012 and RADAR; resolved or escalated issues according to severity using the Product Studio, UTS, and MSTicket ticketing systems. - Worked through customer escalation requests by utilizing provided logs and captures, as well as in-house infrastructure knowledge resources. - Provided troubleshooting and analytic support to other groups as needed, to include the product and business teams, testers and support staff from other departments. - Maintained service health by utilizing a mixture of experience, corporate Trouble-Shooting Guides(TSGs), peers, and a little Google-Fu here and there to determine appropriate course(s) of action; i.e. gathering additional system data and memory dumps, running PowerShell scripts, digging through the event viewer, draining connections gracefully, and/or restarting services as appropriate. - Wrote, modified, and integrated existing PowerShell scripts into larger, multipurpose toolkits used to accomplish a variety of tedious or repetitive tasks, as well as other various tasks spread across large environments or multiple machines in a more efficient manner. - Participated in cross-group maintenance and patching windows, attended daily triage meetings, and provided hand offs at shift end.

Seattle, Wa, Us

Monitor SCOM alert streams via RADAR, validate issues, transfer legitimate alerts to Product Studio, resolve issues that I am capable of resolving, and escalating complex issues to the appropriate tier. Recording steps taken during resolution, working with higher peers to tweak troubleshooting guides for accuracy and efficiency, and utilizing on campus resources to expand my skill set.

Redmond, Wa, Us

Monitor SCOM alert streams via RADAR, validate issues, transfer legitimate alerts to Product Studio, resolve issues that I am capable of resolving, and escalating complex issues to the appropriate tier. Recording steps taken during resolution, working with higher peers to tweak troubleshooting guides for accuracy and efficiency, and utilizing on campus resources to expand my skill set.

Redmond, Wa, Us

Monitor SCOM alert streams via RADAR, validate issues, transfer legitimate alerts to Product Studio, resolve issues that I am capable of resolving, and escalating complex issues to the appropriate tier. Recording steps taken during resolution, working with higher peers to tweak troubleshooting guides for accuracy and efficiency, and utilizing on campus resources to expand my skill set.

Removed viruses and spyware, performed hardware and software upgrades, troubleshooted various hardware issues and replaced falied components, set up and maintained residential networks and their networked PCs/printers.

Provided technical support in the form of maintaining and troubleshooting critical point-of-sale systems. I worked in a team environment with local Territory Manager and other field staff to ensure the smooth operation of the structure of our customers’ technical infrastructure. Excelled at building good relationships with customers by stressing my concern for their problems and offering not only technical expertise when things went wrong but offered advice about ways to avoid problems in the future. Maintained an 18 store weekly route covering the northwest area of North Carolina.

Removing viruses and spyware from infected machines, installing and configuring hardware and software firewalls, routers, and various PC peripherals and networking devices, installing patches for operating systems and other software, setting up home networks and configuring these networks to be safe, secure, and largely user friendly. Troubleshooting PC's for bad hardware and recommending appropriate replacement parts.

Testing PC's and PC equipment for defects and replacing any parts that failed, wiping hard drive and installing fresh instances of Windows operating systems. Other duties included testing printers/scanners/copiers of all sizes, fax machines, routers and switches.

Us

Determining customer needs/issues and providing solutions for connectivity. This included walking a customer through various troubleshooting tasks, configuring Outlook and Outlook Express, identifying problems effecting network connectivity both on our end and the customers, determining when and if a mobile technician needed to go to the residence, and referring for further help if necessary. Other duties included sales, billing and other miscellaneous customer service issues.

Associate Of Science (A.S.), Network Systems Administration

Ged, General Ed