Supported Global Premier customers as part of Microsoft’s Azure IaaS Storage Team, resolving complex storage issues.Managed customer cases from inception to resolution, ensuring timely and effective solutions.Conducted in-depth backend research for troubleshooting using Azure tools such as ASC, Xportal, and CRM.Handled customer escalations efficiently, utilizing Microsoft Teams for swarming, providing technical assistance, and maintaining comprehensive documentation and wikis.

Supported Global Premier customers as part of Microsoft’s Azure IaaS Virtual Machine Connectivity Team, resolving VM connectivity issues.Managed customer cases from inception to resolution, ensuring effective and timely solutions.Provided support for Linux and Windows-based Virtual Machines through the Azure portal.Handled customer escalations efficiently, utilizing Microsoft Teams for swarming, providing technical assistance, and maintaining comprehensive documentation and wikis.

Deployed multiple servers with Windows Server 2019 remotely in the datacenter, following Technical Support Guides (TSGs) and using System Center Configuration Manager (SCCM).Successfully imaged multiple servers with the latest server operating system, earning commendation for efficiency.Installed Dell switches in the datacenter, collaborating with the team to physically install Fiber Optic cables and configure network ports.Received recognition from leadership for the successful installation, testing, and validation of network appliances.

Managed Windows 2008-2019 servers across multiple domains and datacenters, providing comprehensive support for hardware, operating systems, and networking.Automated deployment and configuration for physical Windows servers using Ghost Deployment Suite (Altiris) on HP ProLiant Gen7-10 hardware.Built and managed virtual machines (VMs) using Hyper-V, and managed live VM migrations during patch cycles with Failover Clustering.Utilized infrastructure applications such as Active Directory to join domains and move Object Units (OUs), DNS to validate A records and remove duplicates, and DHCP to assign IPs to MAC addresses during PXE boot.Led daily team meetings, provided project status updates to managers, and worked to unblock progress on projects and builds.Triaged and assigned tickets to the team, offering guidance and assistance with questions.Onboarded new hires and provided training using OneNote documentation and communication through Microsoft Teams.Ensured system reliability and availability by promptly mitigating server OS, hardware, and application incidents reported by monitoring systems such as SCOM, ICM, Xpert, and VSO (e.g., system down, degraded storage, failed power supply, low disk space, network connection down).Diagnosed and identified server hardware issues using Hewlett Packard (HP) Integrated Lights Out (ILO).Wrote and utilized Microsoft PowerShell scripts to remotely configure and validate servers.Managed and configured ports on Cisco switches using SecureCRT to enable communications on various VLANs.

Delivered global support for Microsoft’s cloud-hosted services across seven production datacenters, ensuring high availability and performance.Deployed Exchange Server 2007 in a large-scale environment to accommodate growth and enhance capacity.Utilized Microsoft’s Octopus automation tool to streamline deployment processes and improve efficiency.Resolved Windows server and customer issues using a combination of Troubleshooting Guides (TSGs), Standard Operating Procedures (SOPs), scripts, and command line tools.Shared on-call Operations Engineer duties, handling high-severity customer escalations requiring immediate resolution.

Provided comprehensive support for Windows Server 2003-2008, IIS, SQL Server 2008, BigIP, and SharePoint 2007-2010 Farms.Managed and maintained Microsoft’s internal SharePoint portals, including HRWEB, LCAWEB, ITWEB, and MSW.Reviewed, monitored, and mitigated various SCOM alerts to ensure system stability and performance.Successfully created SharePoint farms using Hyper-V and developed a team SharePoint site for process documentation.

Directed the MSS - Service Desk team, providing world-class Tier 3 support for Microsoft Online Global Services.Ensured compliance with multiple SLAs while supporting services such as Bing, Windows Live Services, Microsoft Advertising, Live@NET, @EDU, CAP, Clarify, Aimshelp, and MSSolve.Delivered critical support for Presidential, CritSit, and HOT escalations from the AG Office and BBB.Managed permissions and support for adCenter, AdExpert, AdReports, and DealPoint.Engaged in high-priority conference calls with the Microsoft Operations Center, supporting Microsoft vendor centers and Premier Partners.Developed clear and concise process documentation for new products/services and created comprehensive process documentation for team and vendor centers.Served as the primary Tier 3 Subject Matter Expert (SME) for MSN Direct services.

Instituted, configured, and maintained IT and audio-visual technologies to enhance hospital operations.Provided comprehensive support for LifeSize high-definition video tele-conferencing equipment.Supported international scientists, professors, and doctors, ensuring seamless connectivity on the Children’s Hospital network.

• Triaged and escalated global premier partner and vendor issues.• Created Service Operations Center (SOC) tickets driving High-Priority MSN service issues to resolution in a 24 / 7 environment.

• Supported Seattle / Puget Sound Clients, including Starbucks, Swedish Hospital, and Bainbridge Island Fire Department.• Built, installed, and managed custom servers, ethernet / wireless networks, Apple, Mac, Xserve, VPN, and disaster recovery.

Installation, Configuration, and Support:Enterprise-class data protection using DLT/LTO tape librariesHardware-based routers, firewalls, and VPN connectionsPatch panels and Ethernet cablingMixed Mac/PC network printingIntuit Point of Sale hardware and softwareSonicWall Internet Security AppliancesMicrosoft Exchange emailTroubleshooting and Resolution:A wide variety of Mac/Windows/Web-based application problemsNetwork issuesWindows driver issuesWindows registry and file corruptionViruses, spyware, and spamComputer hardware failuresDesign, Implementation, and Maintenance:Windows and Mac server and client networksTechnical Support:Remote desktop and telephone support nationwideEmergency services for disaster recoveryAdditional Responsibilities:Created remote VPN connections to ACT, Outlook, and Word via Citrix and Windows 2003 Server Terminal ServicesComplied with HIPAA Federal Laws using SSL encryption technologiesAssisted companies with geographic network migrations