Customer Service Engineer

OBJECTIVE

To obtain a software engineer position utilizing my experience leading

software development teams on software projects from conception through

implementation and maintenance.

PROFESSIONAL SUMMARY

Over 13 years of experience in technical support and 2 years of experience

troubleshooting as a System Engineer for Microsoft Exchange, contracted

through Xtreme Consulting, supporting servers 2003/2008/2012 and Blackberry

5.0 utilizing Microsoft Product Studio.

Previous experience with configuration management, and database

administration primarily in a tandem systems environment, but also have

experience working on mainframe network systems. Majority of experience is

with SQL and Enscribe pathway applications, including building pathway

applications, improving tools for SQL system building, working with

developers to ensure proper configuration procedures, and working on-site

with customers to provide training/assistance.

TECHNICAL PROFICIENCIES

Languages: Shell Scripts, PowerShell, C++, Java, Visual Basic, UNIX

Script, DOS 6.x.

Software: Rational ClearCase, Web Framework, Web Services, Windows OS,

Microsoft Office, Outlook, PageMaker 5, 6, 6.5.

Hardware/Systems: Windows Servers, Windows 7/8, Tandem NonStop

Mainframe.

EMPLOYMENT HISTORY

Xtreme Consulting Group Inc., Kirkland, WA

System Exchange Engineer, Microsoft, Redmond WA 01/2011

- 03/2014

. Familiarity with Exchange Powershell

. Superior problem solving and troubleshooting skills at the System

Engineer level

. Possess extensive knowledge and demonstrated technical proficiency in

Microsoft Exchange 2007/2010 Server (architecture and troubleshooting)

. Solid understanding of client/server, networking, other messaging

applications (IIS, Outlook, Outlook Express, IE, ActiveSync/Windows

Mobile Client technology)

. Excellent knowledge of TCP/IP, SMTP, RPC and other protocols including

use of troubleshooting tools - scripting, resource kit diagnostic

tools, packet sniffers and\or Netmon

. Experience with Windows Desktop Operating Systems, Windows Server

Operating Systems (Windows 2003/2008, Active Directory (architecture

and troubleshooting) and Microsoft Exchange High Availability

Technologies

. Knowledge and proficiency of routing/transport, storage capacity

planning, design/architecture and performance troubleshooting

(Microsoft Exchange perspective), clustered deployments, disaster

recovery, migration, mobile messaging, and topology design with

troubleshooting of these areas at the expert level within large

network environments

GE Healthcare/IDX Corporation/PHAMIS, INC., Seattle, WA 08/98 -

2/2010

Senior Configuration Management

. Experience in testing engineered solutions that enable code release

and tool improvements.

. Expertise in configuration changes, process improvement, maintenance,

and responsible for problem solving/ troubleshooting a fast-paced 24x7

global environment.

. Lead in building SQL/Enscribe Pathway applications to support

CareCast, improving tools for SQL system building and working with

developers to ensure proper configuration procedures. Expertise in

. Expertise configuration framework/methodologies resulting in quality

engineering testing, implementation, and deployment.

. Ensure source code checked in source control IBM Clearcase.

. Enhanced application deployment and compatibility

o BuildForge projects to apply source code to pathways and compile

o Closely work with developers to ensure proper configuration

procedures.

o Compile source code to test, validate, and object creation.

o Validate code functionality - error detection and analysis

. Product Release

o Design Control

o Support CMT services and other projects to get them from Testing

and Validation to Launch for production.

. Client Support

o Provided end to end global support for largest client during

system conversion and trained IT staff in troubleshooting.

o Mentor and train consultants and peers, as required.

Computer Operator I 08/97 -

08/98

Responsibilities included working in the command center, monitoring all

Tandem systems, performing weekend backups and providing after hours client

help desk support.

. Supported internal clients from multiple offices/departments to bring

pathways up.

. Add terminal to pathways or add Front End to support more users.

. Restore files from tape as needed.

. Contact clients to open expand line to move source code to their

systems.

. Add new users to the system.

Keane, Inc., Seattle, WA 06/96 -

08/97

Technical Support - Adobe Pagemaker

Supported Adobe PageMaker 5, 6, 6.5 on Windows and Macintosh platforms.

Responsible for Adobe product registration and transfer of customers to

technical support as needed.

. Help and support customers with installation process for Adobe

Pagemaker.

. Troubleshoot host of installation/user errors, including installation

of correct print drivers, new document layout creation, master template

creation, how to insert pictures in documents.

. Support customer registration of Adobe product using Lotus Note

database and transfer customers to technical support as needed.

Technical Support- Windows 95

Supported Windows '95 and provided technical support to end users using DOS

6.x, DMF format and Knowledge Base debugging techniques.

. Help and support customers calling in worldwide install Windows 95 and

Windows NTServers; transfer customer service calls to tier 1 or tier 2

level support as needed.

COMMUNITY VOLUNTEER

El Sauzal Orphanage, Ensenada, Mexico

GE Feeds the Homeless

PROFESSIONAL EDUCATION

Microsoft Certified Technology Specialist, MS Exchange Server 2010,

Configuration

SQL/MP for HP NonStop

Web Programming - Level I

Pathway Apps. Prog. Language I & II

NonStop SQL/MP Essentials

EDUCATION

Bachelor of Science in Computer Information Systems

Strayer College, Washington, D.C., 2002

Worked full-time while completing Associate and Bachelor degrees.

OTHER SKILLS

Fluent in Spanish and basic Portuguese.

AWARDS & RECOGNITION

. 3 Landsteiner awards" for outstanding teamwork and dedication to the

project - 2008

. Recipient of "On the Spot" award for superior support and dedication

to the project - 2006

. Recipient of All Hands Award for Outstanding Performance - 2003

. Managers Award" for outstanding performance IDX Systems Corporation -

2001

PERSONAL

Married, 2 children, enjoy golf, running, cycling, and playing computer

games.

Contact this candidate