Engineer Manager

Michael Pierce

425-***-**** ******@*******.***

SUMMARY

Results driven, customer focused IT professional with extensive experience in the design, implementation, and operation

and troubleshooting of complex network systems. Consistent success as an individual contributor as well as a manager is

well documented. I have expertise in executing within a multi-vendor and multi-product environment and a superior

record of delivering large scale, mission critical projects on time in a cost effective manner, which includes solving

complex technical problems and delivering effective solutions. Team oriented with an ability to relate technical

information to a broad audience ranging from IT professionals to novice users.

Cisco Routers, Switches BGP, OSPF, Spanning Tree NetScout Protocol Analyzers

and Firewalls 802.1Q Trunking

Juniper Routers and F5 and NetScaler Load TrueControl Management System

Firewalls Balancers

Network Troubleshooting PowerShell IDS and ACLs

CERTIFICATIONS

JNCIA-M ITIL Foundations

PROFESSIONAL EXPERIENCE

MICROSOFT, Redmond, Washington 1999-2009

Sr. Network Engineer

Global Networking Services Advanced Services Engineering 2008-2009

Primary support engineer for Windows Live Messenger, Windows Live Contact Services, Social Update Platform and

Microsoft.com

Designed and implemented multiple large scale networks utilizing Cisco routers and switches, Juniper routers and F5

load balancers with BGP, OSPF, Spanning Tree and 802.1q trunks on very tight timelines allowing the services to hit

product release dates, Windows 7 releases and scale for geo -hosting.

Developed automated PowerShell scripts to produce all property specific load balancer configurations, reducing

project delivery time by several days and allowing for offloading of deployments to the deployment team.

Authored property Out-of-Band access draft utilizing Digi CM hardware to reduce costs by over $100K.

Sr. Network Operations Engineer

Global Networking Services Operations 2007-2008

Responsible for Tier 3 Move-Add-Change work outsourcing as well as numerous projects for the Problem Management

team.

Developed methodology for calculating and reporting MAC performance metrics for vendors, allowing for accurate

measurement of work against SLAs resulting in significant performance increases within two months.

Authored all process documentation for ACL Changes in the Windows Live environment allowing outsourcing of ACL

changes to India, reducing vendor costs by 40% and providing the ability to scale to meet 400% growth over 18 months.

Trained both onshore and off shore vendors handling ACL changes. Traveled to India for training and consulting with

Infosys Managers indentifying and rectifying several workflow issues leading to improved delivery of MAC work.

Drafted high-level requirements for automated end-to-end ACL Change Management tool, which would provide self-serve

capability allowing Windows Live Networking to scale to meet business demands.

Co-authored a cross-team Problem Management process aligned with ITIL and Kepner-Tregoe methodologies to

decrease MTTR of problem resolution.

Michael Pierce

425-***-**** ******@*******.***

Network Operations Manager

Global Networking Services Network Administration 2006-2007

Managed a team of network engineers responsible for all Move-Add-Change work in the Windows Live Network

Defined Operational Metrics for team. Developed data collection and reporting processes for all metrics allowing for

focused action to improve customer satisfaction.

Defined strategy and drafted Statement of Work for vendor security project. Audited all identified at-risk address

space for security exposures resulting from legacy ACLs. Defined and delivered resolution for all identified issues

reducing security exposure.

Acted as Program Manager and technical resource to replace over 250 6748 line cards in Cisco 6509 switches with

production traffic supporting millions of users with minimal impact, reducing MTBF on identified har dware by 90%

and reducing exposure to hardware failures saving hundreds of thousands of dollars.

Developed comprehensive architecture utilizing MRV switches and NetScout Infinistream capture engines to allow

for capturing data to reduce MTTR as well as providing traffic flow data.

Network Engineering Manager

Global Networking Services Incident Management 2004-2006

Managed a team responsible for all networking issues on a 24x7 basis year-round

Defined Operational Metrics for team. Developed data collection and reporting processed for all metrics allowing for

targeted action to reduce MTTR and improve customer satisfaction.

Conceived and co-authored functional requirements for an automated port provision tool that allowed data center

services to provision networking ports, saving over 200 man hours per month, and providing necessary automation

for deploying 60K servers/year.

Authored/co-authored comprehensive dependency mapping for all Windows Live Mail applications and MSNTV,

reducing MTTR for network issues.

Co-developed framework for out-tasking Tier1 job functions to the MSN Service Operations desk, freeing up the

Incident Management team to handle more and higher level issues.

Network Engineering Manager (interim)

Global Networking Services 2004-2004

Responsible for leading the networking support for: Microsoft Online Properties Microsoft.com, MSNBC, Virtual Earth,

and Expedia.

Network Engineer/Sr. Network Engineer

Global Networking Services 1999-2004

Developed and implemented maintenance plan reconfiguring of OSPF on 35 Cisco routers ranging 3600 series to 12008

GSR routers in a multi-building Lab network in a single maintenance window, saving the company $100K month.

Completed the designed and deployment of the Dial-up Activation Registration Service network on Cisco routers, switches

and PIXs for Windows XP in 2 Data Centers start to finish in 3 days.

Designed and deployed of East coast DC on Cisco 12008s and 6509s start to finish in two weeks.

Replaced the a Juniper M40 router in with a GSR start to finish in 8 hours, having never seen the Juniper CLI before.

Designed and deployed 80% of the network for MSNBC for the 2000 Olympics, on Cisco routers and allowing MSNBC to

provide 98.98% uptime during the Olympics and to deliver the most page views in a 24 hour period to date.

Provided Tier2 and 3 support services Cisco routers and switches and ESX Layer 3 switches for 45 buildings across

Puget Sound.

WORK EXPERIENCE PRIOR to 1999 Available Upon Request

EDUCATION

MBA in Accounting

University of Colorado, Boulder, Colorado

Bachelor of Science Business Administration, Finance

University of Colorado, Boulder, Colorado

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