Rod Derousseau Email & Phone Number

Toronto, ON, CA

Mississauga, ON

• Part of on-call rotation responsible for resolution of critical & major issues in addition to all other duties of Microsoft Engineer

• 3rd level support of all Windows based servers and products
• Responsible for troubleshooting escalations to the MS team, implementations of new customers and researching new technologies, as relating to all Microsoft based products and technologies
• Adhered to ITIL based Change Management procedures, crafted change documents; executed changes; created documentation for customer environments and special processes and procedures
• Completed upgrades and migrations

• Provided 2nd and 3rd level Operations Centre level support for company wide operations and entire customer base of fully managed servers consisting of multiple datacenters, hundreds of Windows & Linux servers, network.
• Technologies involved: Windows 2k/2k3/2k8, IIS, SQL Server, Exchange, RHEL Linux, VMWare ESX, Nagios, Netcool, Netbackup, Urchin, Opsware (HP Server & Network Automation), Cisco, F5 Load Balancers, Nortel, ADIC/Quantum.
• Technical escalation point for all NOC staff; mentored and trained new NOC staff

• Provided 3rd tier and Critical Situation support to Premier Microsoft customers on all "core networking" related issues involving Microsoft products, liaising with escalation engineers when needed
• Delivered exceptional service levels to customers with very high expectations and Enterprise scale environments; consistently received positive feedback from customers
• Resolved issues and assisted customers with "core networking" and security technologies such as ISA Server, RRAS, VPN, IPSec, LAN/WANs, Wireless, 802.1x, Radius, TCP/IP, NetBIOS, DNS, DHCP, Active Directory, etc
• Consistent positive feedback from customers

• Researched, designed, implemented and administered the core systems and networks supporting the organization’s business over the course of 5 years.
• Oversaw the smooth operation of the company’s data centre and successful relocation of the data centre during the company’s move to new offices.
• Researched, planned and executed projects such as upgrades, migrations, implementation of new technology, and office relocations.
• Mentored, trained and oversaw the work of junior support staff on client support duties over 5 years.