Robert Stracke Email & Phone Number

Washington, United States

Bellevue, Washington, United States

Major Incident Communications ManagerProviding Major Incident Communications Management for Microsoft’s Identity organization by insuring that external and public communications for incidents involving services managed by our division are timely, properly coordinated with all associated teams, and are accurately documenting the issue for all major incidents involving services provided by Microsoft’s Identity organization to external company facing or public facing Microsoft Organizations. Developed and maintained metric tracking spreadsheet for Team SLA and metric measurements. Mentor and train new team members. Liaison with stakeholder and participating teams to insure communications goals and SLAs are met.Major Incident ManagerProvided Major Incident Management for Microsoft’s CSEO (formerly MS IT) organization by coordinating and managing the major incident processes for major outages and application / service issues. Managing conference bridges, managing timely notifications to executive management and others, driving engineering teams to rapidly mitigate impact and resolve the incident. Ensuring proper engineering resources are engaged. Ensuring Major Incident Service Level Agreements are met while following existing processes. Provide process feedback as needed.

Seattle

Service Desk Migrations Operations Manager 10/2016 - 03/2018:Currently providing operational tracking and management of financial ownership of toll free (TFN) and direct dial (DID) phone numbers, Agent configuration data and IVR system announcements used by account service desks being migrated from Dell to NTT Data Services as part of the sale of these assets, and the resulting corporate separation projects, while managing this data as service desk accounts migrate to one of two available IVR platforms. Coordinated changes with NTT Data Services Telecom & financial teams, Dell Telecom, Project management, Finance, Account teams and Telecom carrier account management. Providing high quality customer service and excellent client interaction.Application & Infrastructure Migration Analyst 10/2015 - 10/2016:Provided data analysis, architecting support & documentation to facilitate the migration of applications, servers and infrastructure from a U.S. Midwest Data Center to a Cloud (Data center in Texas), utilized available data to define groups of applications and servers to be migrated, migration methodology, identified & mitigated dependencies and risks while working closely and meeting with and reporting to the Project team, client application support and technical teams. Provided high quality customer service and excellent client interaction. Insured timely and accurate communications and resulting delivery of milestones within project guidelines.

Greater Seattle Area

Provided first and second tier customer support for customers across western Washington. Supported equipment included HP3000, Printronix line printers, HP laser printers and Windows servers. Provided support for hybrid virtual server demo system running Windows server.

Seattle, Wa

Provided all aspects of IT support for contracted smaller companies in the Seattle area through support for Office 365, legacy versions of Office, Exchange, Windows Small Business Server, Windows Server 2012 R2.

Seattle, Wa

Unfortunately, the contract ended, but I provided data analysis and documentation to support the orderly migration of applications, servers and infrastructure from Windows Server 2003 and 2008 to Windows Server 2012. This was accomplished by utilizing Client Company provided data, server and application configuration data to define groups of applications, servers and determining/mitigating dependencies and risks, and then working with the client company’s team for review and approval.  Performed application interview meetings with client company application support staff to confirm and define critical application and server details, server to application mapping, application and server dependencies, scheduling, type of upgrade (New physical hardware, virtual server, in place). Worked with cross functional teams (client and internal Dell teams) to insure timely and accurate communications and resulting delivery of milestones within project guidelines. Analyzed client, Dell team provided data to determine application and server groupings to meet migration schedule, client requirements.  Analyzed server to server connectivity data from monitoring tools. Created client and project team reports and migration plans. Provided high quality customer service and excellent client interaction. Utilized appropriate tools to perform analysis and to streamline and automate process where possible such as Microsoft SQL Server, Microsoft Excel, Custom tools, BMC Atrium ‘ADDM’ (Atrium Discovery and Dependency Mapping) tool.

Redmond Wa

I provided systems administration, break fix support and Tier 1.0 / Tier 2 support for the lab environments and classroom environments managed by VMC for the Microsoft Learning team.  Supported, administered and performed server builds for physical servers and virtual servers (including Windows Server 2012R2 and previous versions) using imaging technology. Used remote management tools (Dell DRAC, HP iLO, RDP and remote KVM solutions) to provide remote server support whenever possible. Managed Incident, Problem and Change Management processes to insure timely resolution of issues. Drove escalations for resolution of hardware issues to hardware vendor for engineering support.  Utilized an internal tool for problem ticket solution. Managed System Center Operations Manager, System Center Data Protection Manager.

Greater Seattle Area

I was contracted to Dell Services, planned the orderly migration of applications, servers and infrastructure from one data center to another for Dell’s clients by analyzing various data sets to determine application and server groupings for migration. This was achieved by analysis of application dependencies, network requirements, external dependencies, uptime requirements, project schedule data, reports from monitoring tools, interviews with client company support staff and feedback from others in the project team. I created documentation to support this analysis and presented this information to the Dell teams and to the client company stakeholders for review and approval. - Performed application interview meetings with client support staff to define critical application and server details, server to application mapping, application and server dependencies, scheduling, type of move (physical move, virtual server move, seed) and other migration requirements. - Worked with cross functional teams (client and internal Dell teams, both locally and remotely) to insure timely and accurate delivery within project guidelines. - Analyzed client and Dell team provided data to determine initial server and application groupings to meet migration schedule and client requirements. - Analyzed server to server connectivity data from monitoring tools. - Created client and project team reports while revising as appropriate. - Providing high quality customer service and excellent client interaction. - Utilized appropriate tools to streamline and automate process where possible (SQL Server, Excel, Report generating tools).

Redmond

Contracted to Microsoft for general Server, SAN and network support for Microsoft Office Development labs.2nd tier Support of three labs, hardware, O/S support of all functions within the labs in support of the development teams for Microsoft Office.

While Contracted to Dell Services, planned the orderly migration of applications, servers and infrastructure from one data center to another for Dell’s clients by analyzing various data sets to determine application and server groupings for migration. This was achieved by analysis of application dependencies, network requirements, external dependencies, uptime requirements, project schedule data, reports from monitoring tools, interviews with client company support staff and feedback from others in the project team. I created documentation to support this analysis and presented this information to the Dell teams and to the client company stakeholders for review and approval. - Performed application interview meetings with client support staff to define critical application and server details, server to application mapping, application and server dependencies, scheduling, type of move (physical move, virtual server move, seed) and other migration requirements.- Worked with cross functional teams (client and internal Dell teams, both locally and remotely) to insure timely and accurate delivery within project guidelines.- Analyzed client and Dell team provided data to determine initial server and application groupings to meet migration schedule and client requirements.- Analyzed server to server connectivity data from monitoring tools.- Created client and project team reports while revising as appropriate.- Providing high quality customer service and excellent client interaction.- Utilized appropriate tools to streamline and automate process where possible (SQL Server, Excel, Report generating tools).

Redmond Wa.

While contracted to Microsoft by Comsys, I provided Tier 2 and 3 systems administration and support for Windows servers in the Xbox Live group’s production and test environments at Microsoft. I was also the sole support point for a Microsoft High Performance Computing cluster for the Kinect team.- Managed an independent active directory 2008 forest/domain including installation and configuration on a Microsoft HPC Cluster.- Supported, administered and performed new server builds for physical servers, virtual servers in Xbox Live production and test environments including Windows Server 2008, Server 2008 R2 (with Hyper V), Windows 7.- Installed, Supported and administered Microsoft High Performance Computing Cluster with Microsoft System Center Operations Manager 2007 (including Configuration Manager).- Created full support documentation set for Xbox Live Microsoft HPC Cluster. - Work with cross functional teams to insure timely resolution of issues.- Escalated and drove to resolution multiple hardware issues to hardware vendor for engineering support. - Managed spare parts inventory and warranty replacement.- Used simplistic PowerShell scripting to automate workflow. - Remote server support.

I performed in many roles within Microsoft data center operations: Windows server administration/support, break fix support, technical and non-technical project management, incident management, service management, process development and implementation and many other roles.- Managed server deployment projects into Microsoft data centers worldwide. - Managed tier 2 server support team’s Windows Server 2008 in-production beta and RTM production rollout. - Led data center migration coordination and QC team as a part of a data center migration project team for 5000+ Servers, SAN’s and network devices that were move into a new data center. I was directly responsible for the team performing migration scheduling and final QC- Team member of Data center design and build project (Tuk5 “Rainier” data center). Provided data center operations expertise and data center requirements for server support team. - Primary team member, Canyon Park (Bothell WA) Data Center design and build project. Provided guidance and feedback for design. Created specifications for Server Support team and server build areas.- Performed systems administrator and break-fix duties for Microsoft’s servers in Corporate Data Centers.- Led project team for the development of a server storeroom inventory management tool. Results: 95% inventory accuracy with 90 days of implementation, 100% accuracy after 180 days – beating expected timeline by 180 days. - Developed and implemented server build / deployment processes to resolve significant customer satisfaction issues- Managed tier 2 data center server support team (all hardware and server operating system support). Supported over 2500 servers.

Graduation Certificate, Electronics / Ground Radio Repair

Ground Radio Repair School

Diploma, General