Engineer Technical Support

Boris Abramov

**** ***** ** **, ********, WA ****8

Cell Phone: 425-***-**** Email: ************@*******.*** SUMMARY

More than 10 years of experience as a talented, results-driven IT professional with a Reputation as a quick learner with

new applications. Expertise in planning, administering, supporting, diagnosing and resolving technical issues in a

multi-user environment and communicating technical knowledge to end users at all levels. Excellent customer skills

and demonstrated ability to independently recognize, isolate, and resolve technical problems.

EXPERIENCE

3/2009 – 3/2010 Contract at Microsoft Redmond, WA

Lab Operations Manager

• As part of the QA Infrastructure Team, was responsible for maintaining and supporting local and

remote Labs which contained servers utilized in day to day testing by entire team.. Worked with test

and development teams to create the newest versions of SCVMM and related product development.

• Managed Server test beds and infrastructure Servers.

• Worked directly with testers and developers to provide timely resolution to issues related to

SCVMM, VMware ESX, VMware Virtual-Center, Citrix ZenServer and XenCenter.

• Provided technical expertise to perform root cause analysis of service interruption incidents;

developed and implemented strategies to prevent recurrence of the issues.

• Worked closely with Hyper-V, Clustering, and ISCSI Technologies.

• Managed SAN Fabrics such as EVA8100, EVA 4400, Equallogic, EMC, Compellent

• Took responsibility for prioritizing high-priority competing tasks, which lacked clear end results.

• Drove documentation for processes and improvements to streamline and optimize work performed.

• Created and managed Virtual Machines used by the entire product team.

• Deployed SCOM 2007 R2, SCVMM R2 and SQL 2008 for Lab support needs.

• Used simple scripting VBScript and Power Shell for management of the lab environment and automation

purposes.

• Performed business and technical requirements analysis and scoping to determine server and storage

hardware requirements

1/2006 – 3/2009 Microsoft Redmond, WA

Operations Engineer II

Managed 300 Windows 2000/2003/2008 production servers and 2500 PCs in 3 dynamically changing lab

environments. Worked closely with product teams to ensure a consistent and reliable environment for test

passes. Managed vendor teams such as Dell, Siemens, and Volt. Took a lead role in project management

across supported labs:

• Attained Service Level Agreement in all cases provided timely and detailed communications to

customers and maintained the highest satisfaction rating in my team as measured by quarterly polls.

• Collaborated with Vendor team leaders to establish project deliverables for future customer notification

• Directed Project Management development for consolidating and reorganization of the labs environment

and evaluated the condition of the equipment for possible recycling.

• Successfully reduced the numbers of physical servers and PCs in my space by 60% by consolidating,

recycling, and virtualizing wherever possible.

• Coordinated and implemented deployment of SCOM 2007, SCVMM2007, SQL 2005 and SCCM2007

for Lab support needs.

• Recognized as technical expert within WSLABS team for the area of remote access KVM over IP

technologies.

• Monitored and Maintained availability of production servers in supported environments

• Learned simple scripting using VBScript and Power Shell for easier management of the lab environment.

• Created Technical Documents for all areas supported

• Planned, implemented and tested Disaster Recovery procedures for SCOM 2007 and KVM over IP

4/2005 – 1/2006 Contract at Microsoft Redmond, WA

Technical Support Engineer

Was Responsible for technical support operations in The Windows and Enterprise Management

Division’s Central Labs with primary focus on SMS and also supported MOM and SCRM lab environments.

Served as the initial point of contact for resolution of server/desktop and network related problems in a 9000

pc/server environment.

• Researched, diagnosed, documented and resolved technical issues surrounding Windows 2003 server and

hardware/peripherals.

• Recognized by management for ability to quickly respond to trouble tickets prioritized by user requests,

and resolving complex issues without requiring escalation to a higher tier.

• Configured and managed KVM over IP switches, authentication servers and upgrades

• Stream lined new technology with 64bit servers and workstations; configured systems, ensured network

connectivity.

• Provided prompt and accurate upgrades of pre-production equipment. The above included work on Dual

Core and 64 bit: AMD, Xeon, Itanium 2, and Pentium 4 processors.

• Built out the High Density Benches and Racks

• Created an MS Access DB for Inventory purposes

• Collaborated the Lab issues with WSLABS engineers

9/2001 – 3/2005 Kent School District Kent, WA

Technical Support Specialist

Managed technical support operations in two Middle and two Elementary schools. Served as the preliminary point

of contact for resolution of server/desktop/laptop-related problems in a 1000-user environment. Researched,

diagnosed, documented, and resolved technical issues surrounding Windows NT, Windows XP/2000 Professional,

MS Office, e-mail, Internet connections, and hardware/peripherals.

• Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier.

• Set up servers, workstations and laptops in the schools; configured systems, ensured network

connectivity, installed and tested hardware and software.

• Special projects: Image creation for variety platforms. Providing training for staff and faculty.

5/2001 – 8/2001 HellerEhrman law firm Seattle, WA

Cross-Platform Desktop Support Engineer

8/2000 – 4/2001 INTERNAP Seattle, WA

Desktop Support Engineer

1/2000 – 7/2000 APPOINTIME.COM, INC Seattle, WA

Systems Support Engineer

6/1999 – 12/1999 Contract at Microsoft Redmond, WA

Systems Support Engineer

6/1997 – 12/2005 Bellevue Community College Bellevue, WA

Lead Lab Assistant

2/1996 – 5/1997 Quality International Bellevue, WA

Computer and Network Technician

Education

6/1999 Bellevue Community College Bellevue, WA

Associate’s Degree

Information Technology Technical Support

Microsoft Certified Professional in Windows XP Professional.

A+ Certified.

Employee Recognition Award (Volt technical services)

Employee of the month for August 2005 (Volt technical services)

Training at Microsoft:

o Managing and Maintaining a MS Windows 2003 environment (week long class at MS)

o SCOM2007 –Managing and Maintaining (week long class at MS)

Collection 2786: Designing a Microsoft® SQL Server™ 2005 Infrastructure (e learning on line

o

classes)

Microsoft Operations Framework Basics

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IT Infrastructure Library Essentials

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Cross-Group Collaboration

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Crucial Conversations

o

Interpersonal Effectiveness

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Operations Engineering On boarding: Individual Contributor Workshop and Lab

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Project Management Framework

o

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