Objectives

Provide excellent support as Technical Support Specialist, where I can utilize my proven IT operational and project management skills and experience to improve business SLA’s and exceed customer expectations.

Skills:

Managed and maintained a Managed service contract for MSIT Capacity team. Responsibilities included supervision of an Off shore team of engineers supporting MCIO and MLS Labs and the move to the Azure cloud.

Proficient in all Microsoft software products.

Proficient in troubleshooting all Server and PC hardware.

Proficient with Installing Servers, Racking cabling and installation.

Proficient with Networking concepts and troubleshooting, LAN, WAN, Wireless, Telecommunications, Systems Administration, or data facilities technologies.

Proficient with Project Management using Agile and Waterfall methods, VSTF and TFS experience as well.

Experience with a variety of server platforms, network infrastructure and network gear.

Ability to develop documentation, processes, and procedures.

Excellent communication skills and ability to work across infrastructure and development teams.

Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.

Demonstrated experience communicating effectively across organizational structures and multiple management levels.

Experience with procurement of IT equipment.

Experience

HCL @ Microsoft

2015-2017 Project Management

Managed three MLS IT Network Tech Refresh projects using Agile methods for Project management, developed scope, scheduling, capacity planning, resource allocation, and project execution. Project completion resulted in increased network throughput, availability and faster resource response times.

Replaced and decommissioned legacy network gear with current hardware standards. Improved Service levels agreements which included, service availability, quicker resource response within datacenter.

Collaboration between various Service departments, Datacenter teams, MCIO and MLS to get the work done.

Ensured engineers followed new policies and procedures by implementing Agile methods and VSTF tool.

Achieved an Increase in resource efficiency within Service groups by implementing newer technologies and support models.

Achieved an 15 % Increase in client satisfaction through higher quality of services by increasing Capacity and availability.

ATOS @ Microsoft

2010-2015 Capacity Provisioning Lead and Deployment Manager

Developed and Managed the Incident management process and procedures using ITIL framework, and Service Operations guidelines: Defined SLA and KPI for Service desk and managed an off-shore team of analysts.

Achieved a 20% decrease in the datacenter foot print by assisting customers in migrating to Azure services and decommissioning legacy hardware.

Contributed in all aspects of the software product lifecycle for the ECS ordering tool. In addition, I managed the hardware infrastructure ordering and Deployment process to host the capacity application.

Achieved the required customer value adds, by providing quicker Mean time to Resolve, Service continuity, Security and availability which was measured and monitored on a weekly basis and contributed to continuous process improvement from 75% to 95%.

Created documentation and SharePoint knowledge base articles and FAQs which resulted in 25% quicker Incident and request resolutions.

Achieved SLA and KPI’s with the implementation of ECS, which reduced SLA cycle time and incident resolutions.

Tracked, monitored, and documented all process change for MSIT Capacity Provisioning program.

Monitor capacity availability and ensure adequate availability for all Microsoft IT Virtual Machine builds and server deployments.

Siemens @ Microsoft

2005-2009 Lab Manager\ Senior Systems Engineer

Provided technical, hardware and software support. Responsibilities included; racking, stacking, cable management imaging, troubleshooting hardware break-fix, decommissioning.

Promoted to Senior Systems Engineer after one year and was responsible for training new engineers.

Promoted to Lab Manager for B116 after six months, overall responsibilities included, cooling, power and server maintenance.

Maintained customer SLA agreements and provided monthly review to management: SLA was measured by support tickets and Lab uptime; the SLA was consistently achieved.

Experience with a variety of server platforms, network infrastructure and network gear.

Worked across multiple teams and data centers globally and ability to successfully facilitate collaboration across multiple functions, departments and levels and serve as a role model for teamwork.

Proficient and knowledgeable with the use of Microsoft software and tools; GFSD, TFS/1ITVSO, MSInterface, SNOW, ONEAsset, MSNconf, MSPOD, MS Project, T-SQL as well as Word, Excel, OneNote, Power point, Visio and SharePoint, DSview and RDP.

Education and Goals:

Working towards PMP certification by end of FY18.

Lean Six Sigma Yellow Belt - 2015

Supervisory\Management training 2005

Multiple Hardware Certifications through HP and Dell.

AAS degree: Computer Services Technician - LWTC

Certified: CompTIA Server

Certified: CompTIA Network

Certified: CompTIA A+

Contact this candidate