Ty Frazier Email & Phone Number

Tukwila, WA, US

Ashburn, Virginia, US

• Provides escalated, highly complex technical support to customers by investigating and resolving systems-related matters of significance; provides support telephonically and/or electronically.
• Proactively respond to and manage critical incidents, employing a systematic approach to analyze, diagnose, and resolve issues promptly, ensuring minimal downtime and disruption to business operations.
• Contribute to the planning, coordination, and execution of system changes, upgrades, and deployments as part of a collaborative team, adhering to established change management protocols to guarantee the stability and.

Ashburn, Virginia, US

• Led a small team supporting users on Service Desk and LAN issues, including Windows Server 2016, Active Directory, Group Policy, Office 365, 3rd party apps, VPN, DHCP, DNS and email.
• Provides Knowledge Base input for editing existing documentation or entering new information, where no prior solutions existed, for program errors, to ensure information accessibility, as required.
• Troubleshoots and analyzes software programs to ensure compatibility with hardware systems.
• Coordinates and facilitates communications with other departments and/or commercial vendor(s) to investigate and resolve service desk matters of significance and to ensure proper functioning of systems.

Milwaukee, WI, US

• Resolved complex security and compliance issues for customers by providing advanced technical support for Microsoft Defender for Office 365 (MDO), including threat investigation, email protection, and policy.
• Collaborated with customers to optimize anti-phishing, anti-malware, and anti-spam settings, ensuring robust protection against emerging threats.

Bangalore, Karnataka, IN

• Supported commercial and government customers in Azure Identity Management issues such as Azure Active Directory, ADFS, Conditional Access, 2 Factor Authentication and data security encryption.
• Resolved customer issues that included complex technical cloud identity scenarios.

Redmond, Washington, US

• Support Escalation Engineer Microsoft Issaquah, WA Feb 2016 to Present
• Communicated with corporate customers via telephone or email, regarding escalated problems in Microsoft Office 365 and the Azure cloud platform.
• Managed crisis situations that may involve technically challenging issues and diverse audiences including highly technical IT professionals, developers, architects, and executive management.
• Used trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs.

Denver, CO, US

• Provides Tier 2-3 support working under the direction of the NOC (Network Operations Center) Supervisor and IT Management. Primary responsibilities include providing production network and systems monitoring.
• Perform Tier 2 and Tier 3 support for a variety of systems and applications in a 24x7 Network Operations Center.
• Analyze, triage and troubleshoot alarms received by internal and external monitoring and trending systems (HP Business Service Management).
• Proactively monitor operating systems, databases, web servers and network devices.
• Complete assigned tasks in a timely manner; escalate as required to management and/ or appropriate teams.
• Ensure escalations are handled in a professional, consistent, and relentless manner.

• Analyst/NOC-Collaboration/Rapid Response Engineer, assist in the monitoring, troubleshooting and support of customer networks. Serves as the first point of contact for client service request calls and drive resolution.
• Monitor multiple customer hosted cloud based Microsoft Exchange networks and systems.
• Functions as the first point of contact in receiving client requests for resolution. Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality.
• Deploys patches to multiple customer networks.

Wenatchee, WA, US

• Provided mid level network support to small and mid-sized clients on Server 2003/2008 and Exchange Server 2003/2007/2010 environment.
• On boarded new employees by installing and configuring their Active Directory account, Exchange account, SPAM filter service, workstation, Office 2007/2010 suite and all third party applications.
• Responded to email service requests and provided solutions in a timely manner either onsite or remotely using remote desktop tools such as RDP, LogMeIn, or JoinMe.
• Monitored Network for performance and critical alerts using LabTech and either installed security patches and updates or took further action based on severity.
• Managed group policy and security groups.
• Installed and configured VPN on laptops for remote users.

Redmond, Washington, US

• Provided end user chat support for Windows phone and Zune.
• Provided moderator support for Microsoft Answers tech forum.
• Analyzed support tickets for bugs and created reports for developers using Microsoft Product Studio.
• Documented resolutions to incidents, that did not previously exist, in the company knowledge base.
• Acted as liaison between management and product development.
• Provided feedback and suggested recommendations, based on research and analysis, to management and developers during weekly inter-departmental team meetings.

Atlanta, GA, US

• Configured and provided ways to optimally deploy key applications with new customers, including website, email, PC protection software, remote file storage and backup.
• Drove usage and adoption of applications by furnishing technical expertise and addressed customer questions about applications and desktop installations.
• Using product knowledge and customer management skills, handled unexpected scenarios to configure applications with no prescribed solutions.
• Assessed individual customer situation to answer technical questions and determined configuration requirements based on product specifications to successfully complete install of applications. This included questions.
• Made resource decisions that require judgment in reasonableness and prudence with regard to deploying additional Cbeyond resources, equipment purchases, return visits, additional vendor support, etc.

Redmond, WA, US

• Provided dedicated, enterprise-level support solutions for Microsoft’s BPOS (Business Productivity Online Services) including Microsoft Exchange Online, SharePoint Online, Microsoft Office Live Meeting, and Microsoft.
• Responded to inbound phone and email service requests in a high volume call center meeting SLA’s.
• Investigated each SR and applied solutions from personal knowledge, knowledge base and online search. Called or emailed customer back when required. Escalated when appropriate.

Redmond, Washington, US

• Researched product feedback support data in an Excel database using coded taxonomy rules for the purpose of business intelligence, forecasting and product development.
• Identified, documented and reported alerting trends in the product support database.
• Consistently met performance metrics and deadlines.
• Provided feedback and recommendations, based on research and analysis, to other team members and leads during weekly progress meetings.