• 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 integrity of the Windows infrastructure.

• 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.

• 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 configuration.• Collaborated with customers to optimize anti-phishing, anti-malware, and anti-spam settings, ensuring robust protection against emerging threats.

• 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.

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.

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, performing moderately complex fault-management and assigned configuration tasks in support of customers and customer supporting systems. Technical lead for identifying and isolating large-scale systems and network issues. Performs routine remote backup rotations, provide routine remote hands-on work, and participate in additional support functions related to Operations Center and data center operations as needed.• 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.• Manage incidents from beginning through final resolution, including customer notification.• Handle server based hardware troubleshooting, and replacement.• Patch Windows servers as needed.• Administer server and messaging systems (Windows Server 2003 and up, Exchange Server 2007 and up), trouble ticketing system (ServiceNow).• Coordinate the installation of client department-specific applications and systems.

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 in accordance with established policies/procedures; delivering the majority of solutions within the NOC. When requested, will participate in certain project activity and change execution in the client environment.•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 resolution to client service requests. Work with and escalate to higher support tiers. This includes the ability to troubleshoot and assist customers when problems are realized. Ensure correct client documentation.•Deploys patches to multiple customer networks.

•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.•Installed and configured email for end user mobile devices.•Installed office printers and phones.

•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.

•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 and customer communications concerning setup, management, and intended usage of the applications.•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.

•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 Communications Online.•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.

•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.