Manager Customer Service

Dirk Mills

Keller, TX 425-***-****: Cell **********@*******.***

www.linkedin.com/pub/dirk-mills/0/71b/382/

DEDICATED, LOYAL, TEAM PLAYER, PROBLEM SOLVER, DETAILED

To further my career in a position where my leadership, technical and management skills can develop and

grow. I’m seeking a position that will allow me to utilize my technical and customer service to win market

share and customers.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve

challenging technical issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and

proficient in a range of computer systems, cloud technologies, hardware, tools and testing methodologies.

Technology Summary

Certifications/Awards: MCSA. MCSE, Great People, Great Performance (GPGP) award recipient in 2008 and

2010, Microsoft Services Big Team Success Award 2010, Consulting Community

Contribution Award 2010, Gold Star Award in 2009

Systems: Windows 9X/XP/2003/2008/2008 R2/7

Networking: Cisco (2900, 6500, Nexus 7018), F5, NLB (Network Load Balancing), Layer 2 and 3,

Routing, HP ProCurve, SSL, TCP/IP, VLANs, DHCP, PXE, SNMP, Ethernet, Fiber

Hardware: HP (ProLiant DL and BL servers), DELL (PowerEdge R910 and R710 series), F5 (BIG-IP

and FirePass), Cisco MDS Fabric (9100 and 9200), Avocent, SAN (EMC CX3, CX4 and

VNX), SAN (HP EVA and MSA), Emulex, 3PAR, and EMC DataDomain

Software/Technologies: MS Visio, MS Office, Clustering, RDP, Terminal Services, Virtualization (Hyper-V), ESXi,

System Center Virtual Machine Manager, Active Directory, Microsoft Deployment Toolkit,

System Center Data Protection Manager, System Center Operations Manager, UAG, IIS,

TMG, ISA, batch scripting, PowerShell, RAID, SCSI, Symantec Netbackup, HP Insight

Manager and MPIO

Consulting: Project management, cross-group collaboration, customer support, solution offering

development

IT Experience

Sabre Holdings (Travelocity.com and Lastminute.com) – Southlake, TX

Principal Systems Planning and Management: (June 2012 to present)

Team lead for the 24x7 day to day global operations and administration for all datacenter and storage

systems running the “live” and development sites for Travelocity.com and Lastminute.com

o Tasks included but not limited to: Leading the datacenter personnel in the 24x7 day to day global

operations, design, deployment, procurement, vendor management, monitoring, reporting,

change management (ServiceNow - ITIL), incident management, configuration management.

Supporting various environments (Windows, Linux, and VMware, private cloud), network

environments, load balancing, disaster recovery, storage configurations, and datacenter

hardware installations. Supporting an agile software development lifecycle between development,

test and production. Cross-team collaboration with all groups in the business from the vice

president, development team, test and database. Architect and research new technology and

methodologies for the next generation datacenter – examples include SDN, Flash storage,

Nutanix (grid computing), and Openstack

Microsoft – Las Colinas, TX

Senior/Lead Operations Engineer (Microsoft Services Testing and Labs): (1999 to June 2012)

Direct customer discussions, consulting and relationship management to assure test labs (physical

and cloud) environments are properly staged and prepared (hardware and network setup and support).

o Tasks included but not limited to: Designing, building and supporting various Windows

environments (Windows 2003, 2008 and 2008 R2), network environments, load balancing,

backups, storage configurations, hardware installations, and patching. Some environments

required 24x7 support

Technologies used: Clustering, Virtualization (Hyper-V), ESXi, System Center Virtual Machine

Manager, Active Directory, Microsoft Deployment Toolkit, System Center Data Protection Manager, System

Center Operations Manager, UAG, IIS, TMG, ISA, batch scripting, PowerShell, RAID, SCSI and MPIO. Cisco

(2900, 6500, Nexus 7018), F5, NLB (Network Load Balancing), Layer 2 and 3, Routing, HP ProCurve, SSL,

TCP/IP, VLANs, DHCP, PXE, SNMP, Ethernet, Fiber

HP (ProLiant DL and BL servers), DELL (PowerEdge R910 and R710 series), F5 (BIG-IP and

FirePass), Cisco MDS Fabric (9100 and 9200), Avocent, SAN (EMC CX3, CX4 and VNX), SAN (HP EVA and

MSA), Emulex and various desktops.

Microsoft Network Implementation Engineer : Seattle, WA (1993 to 1999)

Hands-on implementation (installation, configuration, design, test and production turnover) for MSIT's network

implementation of network equipment, including but not limited to, routers (Cisco), ATM switches, LAN switches

(Cisco) and terminal servers and associated cards, modules, software, etc. Also coordinated and monitored

installations performed at MS or carrier locations by 3rd Party installation service providers contracted by Global

Networking and/or carrier circuit connectivity to various sites within the region, including scheduling, technical

direction, follow-up on outstanding issues.

Selected Contributions:

Researched, designed and developed a virtual private cloud for a development environment to use with the

Microsoft consulting services netting over $4 million.

Contributed and collaborated with the Microsoft Office 365 team in a joint test offering.

Lead a network wide upgrade project on the main campus of Microsoft.

Exceeded commitments and achieved exemplary customer satisfaction scores, consistently scoring between

95%-100%.

Education

Highline Community College – Seattle, WA

Associate Arts Degree - 8/1998

Contact this candidate