Terry Laws Email and Phone Number

Dedicated Operations Engineer 2 – Microsoft, Redmond WA via Xtreme Consulting Service Operations EXOD Mar 2011 - Present• Subject Matter Expert for the Customer Management Portal (CMP) in IRT• Ensuring consistent and proper communications, process, procedures, and documentation• Driving day to day operations; ensuring SLAs and customer services were not impacted• Ensuring high quality forensic data was gathered for system… Show more Dedicated Operations Engineer 2 – Microsoft, Redmond WA via Xtreme Consulting Service Operations EXOD Mar 2011 - Present• Subject Matter Expert for the Customer Management Portal (CMP) in IRT• Ensuring consistent and proper communications, process, procedures, and documentation• Driving day to day operations; ensuring SLAs and customer services were not impacted• Ensuring high quality forensic data was gathered for system engineers and third party partners• Troubleshooting AD authentication and name resolution issues• Multitasking and driving multiple technical issues to resolution simultaneously• service impacting issues and driving them to resolution• Managed millions of email users in a 24/7 managed Exchange environment spanning numerous builds, versions, clients and platforms Show less

• Responsible for 8 team members in a 24/7 environment, which includes assigning work and providing assistance with Escalation Management process.• Daily meetings providing updates and approvals for Escalated tickets, working with teams such as Support, Dev and Hosting.• Manage Escalation Ticket process by ensuring all Escalated tickets have the correct taxonomy and Escalation path to gain traction on escalated issue.• Ensure all escalated tickets that have had no resolution after… Show more • Responsible for 8 team members in a 24/7 environment, which includes assigning work and providing assistance with Escalation Management process.• Daily meetings providing updates and approvals for Escalated tickets, working with teams such as Support, Dev and Hosting.• Manage Escalation Ticket process by ensuring all Escalated tickets have the correct taxonomy and Escalation path to gain traction on escalated issue.• Ensure all escalated tickets that have had no resolution after 48 hours get directly to one of my team members for immediate attention.• Effectively manage all Post Incident Reports received after outage.• Create and run Product Studio Queries.• Create and generate Weekly Reports to improve the Escalation Management Team and overall Escalation process.. Show less

• Responsible for 8 team members in a 24/7 environment, which includes assigning work items and providing assistance using the Escalation Management process. • Held daily stand-up meetings, providing updates and approvals for escalated tickets, working with other teams (support, dev, hosting). • Managed the escalation ticket process by ensuring that all escalated tickets have the correct taxonomy and path in order to gain traction on each issue. • Effectively monitored all Post… Show more • Responsible for 8 team members in a 24/7 environment, which includes assigning work items and providing assistance using the Escalation Management process. • Held daily stand-up meetings, providing updates and approvals for escalated tickets, working with other teams (support, dev, hosting). • Managed the escalation ticket process by ensuring that all escalated tickets have the correct taxonomy and path in order to gain traction on each issue. • Effectively monitored all Post Incident Reports immediately after an outage. • Used Product Studio to create and run queries Show less

• Effectively provided Network support for BPOS BES customers.• Daily task’s included logging into BES servers, adding and removing user accounts and editing settings such as IT policies.• Provided Consultation Support to Tier 2 Agents that needed assistance in troubleshooting complex exchange issues.

Provided 24x7 support on T-mobiles GSM network. Technical troubleshooting with data cards, Pocket PC’s. Blackberry’s, Windows Mobile devices and many other smart phones. Main Scopes of Support• E-mail Solutions on mobile devices.• Phone as modem.• Wireless Data Cards.• WAP and MMS • Activesync• Wireless Sync

Provided 24x7 support on Alltel’s CDMA network, including a number of Technical responsibilities, as well as many other Customer Service responsibilities. Main Scopes of Support• Updating service and features in multiple switches including, Nortel, Ericsson, Lucent and Motorola.• Up selling any Alltel product.• Providing Technical assistance