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Customer Service Support

Seattle, WA
$30.00 / hour
March 21, 2018

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Professional Summary:

Jeff is a support engineer professional looking for his next opportunity to provide software, hardware, and networking support while expanding his experience managing large and inter-office servers and software testing infrastructure technology. Broad customer support and experience working in a lab environment and logging service requests.

Technical Summary:

Technical troubleshooting/support

Software Quality testing and design

Database Programming and design

Team oriented project planning and scheduling

Windows Server network planning and administration, SQL server, IIS support, WTT (Windows Test Technologies), Linux installation and administration, Office365 Mobile Management support



Professional Experience:

Microsoft, Redmond, WA 08/2017 – 02/2018

Technical Service Desk Support

Software/hardware maintenance and support for 600+ Rack servers and VM’s

Windows Server 2012R2, and Windows Server 2016 Installation and administration, O365 use

Linux Support, installation and administration

Daily build reports, lab issues and analysis and health reports

Carnival Corporation, Seattle, WA 03/2017 – 08/2017

Technical Service Desk Support

Internal Technical Support for all Carnival – Holland America, Princess lines and Seabourn Cruise Line personnel.

Problem solving, troubleshooting, Software repair and installation

Remote assistance with Citrix GoToAssist and Skype.

Microsoft 06/2015 – 08/2/2016

Tier2 Customer Service Engineer

Software Support for Microsoft Intune and O365 MDM (Mobile Device Management).

Problem solving, troubleshooting, analysis - primarily for European and Middle Eastern customers

Network, phone and system analysis for Android, IOS, Windows Phone and Windows 7, 8.1 and Windows 10

Logging Service Requests – providing end to end problem resolution.

SCCM management

Microsoft 4/2013 – 3/2015

Support Analyst 2

Automated Test Support for In house tools and Microsoft engineers.

Test Automation monitoring, troubleshooting, analysis.

Network, database and Infrastructure troubleshooting.

Microsoft Server 2008 and MSSQL server management and maintenance.

Monitoring and maintaining Lab Test machines and testing systems.

Microsoft 5/2011 – 12/2012

Automated Test Support Engineer

Creating, defining and daily launching of Automated test packages (in WTT) for Windows 8

Test Automation monitoring, troubleshooting, analysis.


Hacker Group 11/2010 – 3/2011

Data Analyst

FoxPro data file conversion for Direct Market client list databases

Data analysis and filtering to ensure proper and up to date mailing addresses.

Test proofing “Live Run” mailing samples to ensure data integrity.

Microsoft 7/2010 – 10/2010

Software/Hardware Technical Support

Test Lab Management

Creating, defining and daily launching of Automated test packages (in WTT), some Powershell

Manual Setup, debugging and testing of Hardware devices (primarily Biometric and Smartcard readers)

Monitoring and maintaining rack-mount and desktop machine arrays.

Windows Server 2008

Talyst 2/2007 – 11/2008

Software/Hardware Technical Support

Software Support and analysis for complex Pharmacy delivery systems.

IIS and SQL database query and problem solving / troubleshooting.

Windows Server 2003

Primary goal was to respond quickly and efficiently to keep critical care systems running and operational.

Provided Network access for remote support of server/client access for hundreds of hospitals.

I was an expert source of knowledge for software issues and fixes as well as other team members.

Microsoft 1/2006 – 1/2007

Windows Mobile Test Lab Support

Analysis/approval and reporting of results for daily build test runs for Windows Mobile Development teams.

Responsible for running and maintaining a lab of machines for daily Automated Testing of Mobile Phone Devices,

Device Emulation and banks of machines running test suites on the latest builds of Windows Mobile software.

Setting up Mobile phone interfacing, booting fresh OS installs and some manual testing from pre-designed test case scenarios.

Experience of Memory dumps, Log Files, Device Maintenance, Flashing Configuration, Investigation and reporting status.

Granite Bear Development 4/2005 - 9/2005 Software Tech Support

Provided Software technical support for a software package that leads the industry in Photography studio business management.

Helped customers install, setup, and solve software and OS technical issues. I specialized in Network support.

Positive Systems Inc. 4/2003 - 2/2005

Network Systems Admin/Geospatial Production Technician

Network Administrator for 30 – 40 node system using Microsoft Server 2003 and provided technical software and hardware support for the entire system.

Managed Filemaker database and did some database design.

Provided production support using geo-spatial software Including: DIME software (the company’s own software for combining scanned Aerial images as well as satellite photographic images) and Arc-View, geo-spatial application that is used for drawing shape files and other layered notation over geo-referenced imagery.


1996 – 1999 Oregon Institute of Technology - Portland, Oregon

1992 – 1995 Portland Community College - Portland, Oregon

AAS Computer Software Engineering Technology


FoxPro, SQL, HTML/CSS, Allaire Spectra and Cold Fusion, Java, VB, C/C++/C#, TCL/TK, Python, VHDL/Verilog, PowerShell

Computer Skills:

PC and Network appliance troubleshooting and maintenance, ARCView GIS, Visual Studio.NET and Borland, MS FrontPage, Emacs and Vi, compilers, debuggers, scheduling, bug-tracking and version control systems. Database experience ranges from SQL Server 2003 and 2005 (admin) Filemaker to MSAccess to FoxPro. File Server Hardware and software, Windows Server 2008, Windows Server 2003 (administration and management), IIS, Unix (SUN and HP) and Linux. Microsoft WTT and Windows Mobile Technology.

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