Comprehensive experience leading large-scale information technology projects within some of the world’s leading technology firms, completing all projects on time, in budget, meeting corporate objectives. Advanced from technician to leadership role, because of natural ability to find practical solutions, by using leading-edge technology to automate a wide variety of business needs within an enterprise. Successful in streamlining operational efficiency, recognizing areas for improvement, implementing necessary changes to impact productivity and profitability. Articulate communicator and team leader, with track record for coaching and mentoring all associates in achieving their fullest potential in all project endeavors, and in recognizing their own contributions.
Sr. Support Engineer
Microsoft Corporation
November 2008
to December 2011
- Supported peers in knowledge sharing of Microsoft Virtualization Technologies.
- Maintained long-term and short term relationships with both Premier and Professional customers.
- Added additional value by extending support in technologies of MS Cluster, Hyper-V and SQL as they relate to the Microsoft Virtualization Suite of products.
- Developed technical content for both internal and external use.
- Assessed customers risks in every support case as they pertain to the customers unique environment.
- Worked with management and escalation engineers when needed to resolve sensitive case issues.
- Contributed to case reviews of the above specialties.
- Managed a diverse and complex scope of cases and escalated as needed.
- Improved our customers overall experience by adding value beyond their immediate support needs.
- Met and exceeded customer satisfaction by providing a positive support experience while earning customer confidence and trust.
- Managed incidents to resolution by providing customer support for System Center Virtual Machine Manager 2008 (and SCVMM 2008 R2), Windows Updating Services (WSUS) 3.0 and Application Virtualization Server (App-V).
