Nicholas Camacho Email & Phone Number

Woodinville, Washington, Us

Provide escalated support for internal employees and other IT projects as required.

Redmond, Washington, Us

FTE providing escalated and initial support for enterprise customers

Redmond, Washington, Us

* Took ownership of all Tier 3 escalation cases from inception to resolution as a dedicated point-of-contact.* Managed critical and time-sensitive issues affecting high-profile clients or users with strict, financially backed, SLA requirements.* Used trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs, including some PowerShell scripting (subject to certain support boundaries).* Engaged other internal Microsoft support teams where necessary to resolve issues involving multiple services or applications (e.g., Skype for Business on-premises, Teams, Outlook Client, Azure Identity).

Seattle, Wa, Us

* Acted as point of escalation for team of IT Analysts when an issue was too complex or deep for them to solve.* Global administrator for company Azure and Microsoft 365 tenant: including SSO application registration* Developed techniques for transitioning company from manual to automated onboarding and off boarding of new users during time of rapid user growth.* Planned and tested WorkspaceONE integration with AzureAD as a proof-of-concept to enable the company to remotely manage devices with MDM.* Maintained working relationships with vendors and partners to address complex application issues specific to the company environment.

Houston, Texas, Us

• Maintain internal Windows updates through Windows Server Update Services and System Center Configuration Manager for 1000+ workstations and 100+ servers for the High-Performance Computing and Mission Critical Systems (HPC/MCS) business unit.• Participate in on-call rotation approximately once every 6 weeks for critical infrastructure outages with 60-minute SLA.• Assist with migration and integration of legacy CRAY networks, servers and systems into to HPE’s infrastructure.• Administer CRAY Active Directory infrastructure on-premises and in the Azure cloud.• Created a weekly call with Cyber Security to ensure that R&D systems in the Seattle lab are properly patched and compliant with all current security policies.• Create and maintain documentation for common end-user support scenarios and communicating planned service changes.

Houston, Texas, Us

• March 2019 – Recipient of Special Recognition Award for outstanding work related to Windows 10 migration.• Led development of PowerShell configuration script repository for Microsoft Intune MDM.• Migrated approximately 1000 users from Windows 7 with on-premise Active Directory to Windows 10 with Azure Active Directory.• Managed enterprise wide JAMF Cloud instance with over 600 macOS devices.• Authored and published over 100 pages of end-user documentation• Provided backup and local-site support other worldwide IT teams on as-needed basis.

Redmond, Washington, Us

• Recipient of 2016 Allyis Leadership award for outstanding performance.In addition to all roles and responsibilities of the Support Escalation Engineer position I have held since July 2015,• Review and offer constructive feedback to fellow team members ensuring compliance with key performance metrics.• Provide weekly status reports to management regarding current case trends and engineer performance.• Facilitate weekly team meetings and daily kickoff calls.• Act as a liaison between vendor and Microsoft management.• Actively participate in the hiring process for new team members.

Redmond, Washington, Us

• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.• Exhibit leadership through personal responsibility, accountability and teamwork.• Act as a technical focal point in cooperative relationships with other companies.• Manage crisis situations that may involve technically challenging issues and diverse audiences.• Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.

• Provide general server and network support to various clients throughout the Puget Sound region. • Troubleshoot, diagnose and fix Windows servers and desktops, and Mac desktops and laptops. • Deploy, maintain, and upgrade servers and networks. • Recommend new technology improvements to customers. • Provide on-call support after hours on rotational basis.

Bellevue, Wa, Us

* Provide complete systems support for two offices (Bellevue and Vancouver, WA), 20+ satellite sites (sales and construction) and 150+ employees across Washington and Oregon.* Maintain company servers and core network infrastructure including Active Directory, Exchange, backups, software updates.* Evaluate, purchase and deploy new IT assets.* Build out network for satellite sales and construction offices at new home communities and other development projects.* Manage and deploy Meraki MDM solution to all mobile assets (smartphones, tablets and laptops) in entire Northwest footprint.* Create and maintain documentation for all IT procedures.* Travel between Washington and Oregon divisions on regular basis.

Redmond, Washington, Us

• Migrated full-line Microsoft retail stores to dedicated Active Directory forest to improve scalability and accommodate planned and future growth of the Microsoft Retail Division.• Setup and supervised build of new Specialty Stores (mall kiosks) showcasing Microsoft products and services.• Preconfigure point-of-sale (POS) and other technology equipment before shipping to on-site engineers for store build.• Test and replace incoming equipment returns from stores.

Sunnyvale, California, Us

* Handled inbound email and telephone incidents for world’s largest hosted Exchange provider (2003 and higher platforms) including mail-flow troubleshooting, mailbox connectivity and configuration.* Performed routine Exchange server administration tasks for user mailboxes such as mailbox creation, removal and password reset as well as mobile client activations (Blackberry, ActiveSync)* Helped new customers transition through the on-boarding and migration processes especially with client configuration and data transfer from previous email provider.* Provided backup support for customers with other hosted products including hosted PBX, SharePoint, web hosting and cloud servers.

Philadelphia, Pa, Us

• Troubleshooted and resolved Tier II support requests that cannot be resolved via the telephone or online helpdesk using the Remedy trouble ticketing system.* Responsible for primary support of over 700 computers running Windows XP/7 in several remote sites in the East Bay area as well as secondary responsibility for over 8000 computers in the entire California Region.* Managed and developed a comprehensive departmental policy guidebook as part of team effort to harmonize support policies throughout the region.* Performed Blackberry Enterprise Server Junior Administrator role including enterprise activation, remote wipe and password resets of devices running on AT&T, Verizon and Sprint/Nextel networks.

Philadelphia, Pa, Us

* Acted as lead representative for escalated issues including priority trouble call scheduling and advanced billing inquiries and adjustments.* Assisted in the creation of the Advanced Services Department as one of the first ten in-house support representatives in the California region for this role.* Answered inbound customer support requests for escalating set of issues starting with billing and working up toward technical support for all residential products offered (video, high-speed internet and VoIP telephony).* Configured customer email and network settings for High-Speed Internet usage on both Windows and Mac.

Intended Bachelor Of Arts, Applied Mathematics

Intended Bachelor Of Arts, Political Science And Government