• 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 devices, etc.• 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 Tape Libraries and disk based deduplication units, SANs, NetApp storage, etc.• 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.