Robert Poulk Email & Phone Number

Bothell, Washington, United States

Bothell, Wa

Same as at AVST -- we got bought by Xmedius

Bothell, Wa

Architect/manager for secure on-premises/cloud-basedTest/Development/Interoperability lab. High capacity fiber/copper IPv4/IPv6 routed infrastructure, 35-host VMware vSphere 5.5 deployment with vSphere 6.5 and Hyper-V bubbles running 345 hardware and virtual servers. WinSvr 2016 Active Directory domain with on-premises Exchange 2010-2016/Lync/Skype, multi-vendor SIP and wired PBX systems. Also handle OEM server testing and acceptance for flagship products

Engineering Excellence Group:• Migrated multi-server IIS/SQL/Web Service system from Win2003 hardware to Win2008R2 Virtual Server environment• Created system documentation, incl. Setup/Config procedures, Active Directory/system topologies and maintenance/admin procedures• Performed gap analysis between Test and Production server environments, identified solutions to achieve 100% parity Storage Services Division:• Managed Test Environment Domain Controller build level and configuration for 20+ Active Directory domains. Set group policies as needed.• Active Directory DNS SME. Identify name resolution issues between secure corporate network and isolated test domains. • Used test harnesses and automated Job Engines to execute automated tests, identify failure points, troubleshoot scripts.• Worked with developers and lab support to isolate bugs and repair faulty procedures to ensure 100%pass rate. Visual Studio Office Products Group:Managed daily operations of 300+ server software test lab w/on-demand imaging to any version of beta or production OS, 24x7 global network access. Duties included:• Diagnose, repair faulty servers • Create, implement customizations to script-based automatic reimaging system• Troubleshoot active directory, domain and network infrastructure issues• Develop and implement standards and specifications. • Work with test groups, corporate IT and other service groups to plan and manage lab capacity and capability expansion.

Emerging Markets Product Group:Supportablity SME. Worked with developers to build supportability into the product from the ground up. Duties included:• Work with PMs to identify technical support requirements• Implement and maintain Support Policies• Define support infrastructure requirements for global call centers • Provide developer-level troubleshooting, supervise team SEs• Provide design input re: product supportability issues • Work with GSA to deploy, monitor regional call centers• Collaborate with deployment PMs re: on-time support availability• Generate and deliver Level 1 Agent training and procedures• Define key server events and thresholds, problem escalation paths• Create and maintain Tech Support Guides for Server Operations Center analysts, troubleshoot client/server interaction with external Passport, SCS servers

Enterprise Network/Protocols Team:Enterprise LAN/WAN Specialist. Provided technical support and troubleshooting for Premier/Enterprise customers on Windows Server systems, LAN, WAN, Active Directory, ISA server, Proxy Server and all other network-related issues. Duties included:* Collaborate with other disciplines to resolve complex system failures. * “Go-to” guy for Computer browsing, LAN/WAN hardware and Services for Macintosh.* Maintain overall Customer Satisfaction survey rating above 70%, Engineer Satisfaction over 80%* Create and deliver training on Computer Browsing, Extended DNS Support in Windows 2003 and Advisory Services process.* Member of first squad to provide live Windows Server 2003 networking support at product release.* Develop team knowledge-sharing process using Knowledge Explorer Team Folder Technologies:Network Monitor, command –line protocol diagnostics (ping, netstat, netdiag, ipconfig, nbtstat, nslookup), LAN hardware diagnostic outputs, screen captures, WEBEX remote console connectionsProtocols:TCPIP, DNS, WINS, Computer Browsing, NetBIOS, SMB, RPC, RRAS, VPN, IPSEC, L2TP, PPP, SIP/RTC

Senior support engineer for Network Interface Card product line, 10/100 Mbps Ethernet and fiberoptic hubs, layer 2 and 3 switches and media converters. Extensive work with IEEE 802 series LAN standards.* Worked directly with customers, Level 1 support agents and design engineers to integrate customer experiences into product line.* Provided onsite rapid-response support to critical customers. Focused collaboration between groups in US, Japan and Italy to successfully correct NIC design problem, preventing the loss of a multi-million dollar account.* Wrote knowledge base articles, white papers on operations issues and emerging NIC technologies, created and delivered regular training first level support teams.* TSANet program manager. Technologies Used:* Shomiti wire-speed 100Mbps packet analyzer, BITS bit-error-rate tester, fiberoptic power meters, Windows NT 3.51 - 4.0, Windows 95, Windows 98Data I/O Corporation; Support and troubleshooting for 500+ node Ethernet network with full time Internet connectivity.* PC Setup, troubleshooting HP Vectra, Compaq 486 and Pentium workstations. * Developed multi-boot configurations for workstations and laptops with PCMCIA modems and network cards. Technologies Used: * Windows for Workgroups3.11, Windows 95, Windows NT, NetBEUI, Microsoft TCP/IP 3.11b, Microsoft SAA and IPX/SPX (ODI), Microsoft Office Pro 4.3, Microsoft Mail, Microsoft Mail Remote (also UNIX, AS-400, Netware 3.12 servers