Engineer Support
Resume:
MICHAEL W. SEHON
Black Diamond, WA *****
****.*****@*******.***
OBJECTIVE
Seeking a challenging position where I can utilize my skills to contribute towards the success of the company and be given the opportunity to help customers with their issues.
I’m experienced in software/hardware troubleshooting, and with Windows platforms.
PROFESSIONAL EXPERIENCE
Modality Systems
Tier 2 UC Support Engineer (April 2016 – February 2017)
Assisting in the monitoring, troubleshooting and supporting of customer Lync environments including, but not limited to Lync endpoints, SBCs, and Hardware Load Balancers.
Troubleshoot connection and call quality issues.
Point of contact for client support request delivered via the ServiceNow ticketing system, driving resolution in accordance with well-established policies and procedures
Provide remote and onsite technical support when needed.
Act as liaison for escalations to 3rd party vendors
Monitoring Skype Automated Diagnostics Nodes at a major Fortune500 customer with 100+ sites, to check for events and issues. Troubleshooting issues arise, and reaching out to local contacts if needed.
Research and document major incidents and problems, developing complete documentation impact and RCA’s.
TEKsystems @Microsoft
SQL Support Engineer (December 2013 –December 2015)
Handle tier 2 and 3 support tickets for Microsoft Premiere customers
Troubleshoot error messages, setup, Connectivity related issues
Backup and restore issues
Database Security- Role, login, user and permissions management.
Setup database maintenance plans DBCC, rebuild indexes, maintain statistics, integrity check, and trace flags.
Corruption issues
Performance related issues i.e., High CPU and Memory
Replication issues regarding errors and latency issues
Use Performance Data Collector, Windows Perfmon, PSSDIAG, SQL Nexus to identify and address resource bottleneck issues.
Own and resolve technically complex mission critical or politically hot customer issues
Root Cause Analysis
Exhibit leadership through personal responsibility, accountability and teamwork.
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences
Microsoft Corporation
Sr. Support Engineer (March 2002 – April 2013)
Lead weekly technical triages for vendor based support as a technical mentor
Handled escalated tier 3 support tickets for Microsoft Premiere customers
Get Help requests from customers for the business.
Worked on various support tickets for the Forefront products such as:
Forefront for Exchange
Forefront for SharePoint
Forefront for Lync
Forefront Client Security
Forefront Online Protection for Exchange (in the Cloud)
Proactively and reactively investigate, troubleshoot, and help mitigate security incidents, outbreaks, system/network compromise, incident response, root cause analysis threats, and attacks involving Microsoft customers and products.
Issues include - virus/spyware/malware as well as investigation and forensics.
Work with MSRC representing CSS ownership of monthly and out-of band Security bulletins, Advisories and FAQs.
Work closely with MSRC to respond and participate in SSIRP (Software Security Incident Response Plan) critical emergencies.
Manage security, confidentiality and privacy of sensitive company and customer data.
Manage critical cases in technically challenging and politically hot situations.
Root Cause Analysis with the Forefront products.
Participate in 24x7, on call response and support,
Respond, Troubleshoot, mitigate security related issues affecting Microsoft security products and programs such as:
• Law Enforcement (LE Portal) Cases
• Microsoft Forefront Client Security (FCS)
• Microsoft Forefront Online Protection for Exchange (FOPE)
• Microsoft Forefront / Antigen Server for Exchange, SharePoint, and
Office Communicator
• Microsoft Security / Critical Updates Bulletin/Patch Release
• Microsoft Security Baseline Analyzer (MBSA)
• Microsoft Windows Software Update Services (WSUS)
• Microsoft Update, Windows Update, Automatic Update
• Microsoft Malicious Software Removal Tool (MSRT)
TECHNICAL EXPERTISE
Lync and Skype for Business client functionality and troubleshooting
Sonus Session Border Controller (SBC) configuration for Skype for Business environment.
Cloud based email hygiene, and mail routing (FOPE, EOP, O365)
On-premises email hygiene products (Forefront Protection for Exchange)
Hyper-V, VMware ESX
Mitigating network security threats, malware removal, and forensic investigations
Microsoft Exchange versions 5.5 through 2013
Active Directory and Office applications.
General technical knowledge and passion for Microsoft products and technologies
Proven troubleshooting and research skills for developing successful solutions to support issues.
Ability to write effective documentation of technical procedures
Managing customer expectations through effective communication
SQL Administration and Troubleshooting for SQL 2005 through 2014
Create adequate reproduction scenarios to understand the customer's issue
Configuring and troubleshooting connectivity for applications & application security
CERTIFICATES OF ACHIEVEMENT
Cloud certification Mar, 2013
Office 365, Administrator
Office 365, Administration
Microsoft Certified Solutions Associate (MCSA) Apr, 2012
MCSE + Messaging Mar, 2009
MCTS and MCITP Oct, 2008
MCSE + Security July, 2006
CompTIA Security+ Mar, 2006
PERSONAL SKILLS
Friendly, outgoing, well spoken, customer satisfaction focused
Independently motivated and a great team player
Over 10+ years of technical software and hardware support experience
Quick learner and hard worker
Cross-team collaboration
Contact this candidate