Terry L. Email & Phone Number

Redmond, Wa

○ Identified and classified alerts from thousands of servers containing varied datasets from around the world○ Diagnosed alerts to differentiate between real issues and background noise○ Determined root cause and engaged appropriate resources to resolve issues○ Disabled networking devices such as Cisco, F5, A10 Support when necessary○ Deployed changes to code, provided Tier 2 application support, produced trouble-shooting guides○ Provided 24x7 application support

Bellevue, Wa

○ Deployed Windows OS to virtual servers (VM ware) and installed customized variations of nGenera enterprise software.○ Monitored 300+ servers using various monitoring tools and investigated alerts○ Developed procedures for redundant activities to standardize operations and environments○ Provided 2nd Tier support to Enterprise customers to troubleshoot issues and restore product configuration○ Identified, reproduced and escalated product deficiencies/bugs to development○ Participated with advanced troubleshooting team responsible for resolving complex, high-impact, highly visibility complex issues○ Mentored and trained junior support engineers

Redmond, Wa

○ Provided support for enterprise web application (Infoweb)○ Responsible for code drops, issue investigation, monitoring system stability using MOM and various log file analysis tools

Redmond, Wa

○ Responsible for content and functionality of VBA macros for auto-populating Excel templates to collect product data○ Cross-team leader coordinating revisions to templates between Product Marketers, Data Analysts and Data Entry○ Responsible for metrics measuring business activity, trends and challenges○ Developed tools to maintain templates, domain product code values, verify user input

Redmond, Wa

○ Application issue diagnostics, SQL query generation, issues escalated by Tier 1.○ Troubleshooting SQL stored procedures and asp code, batch job failures, server configuration and setting issues.○ Applied patches to servers, perfomed ASAT security audits, coordinated with development and PM teams○ Recognized for providing outstanding customer support○ Defined and implemented monitoring tool alerting analysts of critical circumstances

Redmond, Wa

○ Responsible for PDM (Product Data Management) implementation and support○ Escalated Tool issues or downstream data issues to Production Support○ Provided user education assistance with tool utilization○ Defined process for acquiring and including legacy component data for use in current product Bills of Materials

Everett, Wa

○ Provided User support on UNIX Sun CADD system○ Project ownership to convert entire 777 catalog of Electrical diagrams from CAD format to CGM for airline maintenance manual○ Developed Automation for querying ORACLE database, converting native CAD format to Postscript and ftp’ing datasets to high-speed printer for publication/distribution to flight line○ Received Vice President’s innovation award for saving $250K by adapting a CGM-to-Postscript conversion to convert CGM to native CAD file format