Customer Service Engineer

PHILIP BULLARD

425-***-**** ****@********.*** www.linkedin.com/in/philbullard

SERVICE ENGINEER

Senior Level Microsoft Support Specialist with more than 15 years of experience in complex Microsoft Cloud, Enterprise Datacenter and Lab Environments. Both Microsoft certified and Criminal Justice Information Services (CJIS) cleared, with strong process improvement, project management and customer service skills. Able to make quick decisions, provide calm leadership and multitask under demanding conditions.

Trustworthy

Incident Response & Readiness

Appetite for Automation

Customer Obsessed

Sustained Large Migrations

Root Cause Analyst

SKILLS

Software/Hardware

OS/Imaging/Virtual/Remote: Windows Server 2012 R2, 2008 R2 and 2003, Windows 7, PowerShell/NT CMD Shell, RDP, Hyper-V, Altiris Deployment Server, Avocent DS View

Microsoft Products & Platforms: Active Directory, Exchange, Azure, O365 Multi-Tenant & Dedicated Sharepoint Offerings, SharePoint Server 2007-2013, Microsoft Dynamics CRM 4 & 2011 & 2015, SQL Server (2012, 2008 R2 and 2015), Visual Studio 2008-2014, SCCM & (SCOM), Application Server (ASP.NET, IIS, SMTP, NNTP), Clustering (F5, MSCS & NLBS)

Business Intelligence: SQL Dev Tools/BI Studio, SSRS, OLAP, Excel, Power View & Pivot, VBA, BI Semantic Models, oData

Security/Backup: Thycotic Secret Server, Password Safe, System Center EndPoint Protection, Security Essentials, MBSA, SUS, WUS, ISA, NetApp, Legato, Backup Exec

Hardware: HP Insight & StorageWorks Software, Dell Management, Desktop, Laptop, HP Proliant Servers, Dell PowerEdge Servers, Storage Area Networks, Hardware RAID, Mainboards, Video, Memory, NICs, Processors, Printers, Scanners, Switches, Hubs, Wireless Acc. Points, Fiber-Optic, APC Battery Backup, KVM

Networks/Protocols: Keynote, Solarwinds NPM, HP OpenView, NetView, F5, TCP/IP, WINS, DHCP, DNS, SNMP, VPN, Ethernet, DSL, Patch Panels, Network General Sniffer Analyzers

Other: Dell AlertFind, Windows SysInternals / many other custom applications and tools.

Programming Languages HTML, C#, ASP, VBScript, Powershell, NT CMD Shell, T-SQL, DAX

PROFESSIONAL EXPERIENCE

Microsoft Corporation, Redmond, WA (5 Positions)

Service Engineer 2, O365 Multi -Tenant SharePoint Online Service June 2012 – April 2015

Enhanced site reliability for Sharepoint Online as a member of the Live Site team. Helped instill service resiliency and reduce the pain for On Call Engineers. Played an integral part in the Sharepoint upgrade from O14 through O16 and received “SHIP-IT” award for Office 365.

Entrusted with a highly visible on call engineer roster interconnected with complex toolsets that drove incident response. The schedule had over 25 teams with many different rotation types and helped combined forces to tackle customer facing issues impacting Sharepoint Online.

Improved overall alert quality by driving weekly metrics initiatives for the live site operations team. Provided KPI breakdowns and definitions to help reduce noise and increase accuracy.

Received "Moving the Needle Award" for launching 24x7 Command Center

Led several incidents where Sharepoint Online Directory Services (SPODS) failed in provisioning tenants in Active Directory (AD). Familiar with DNS troubleshooting and many AD tools used for common failures (DNSCMD, DCDIAG, NTDSUTIL, LDP). Familiar with the removal of stale metadata and the transitioning of FSMO roles.

Assumed the lead on resolving numerous Service Impacting Events (SIE’s) for the Sharepoint Online Service affecting thousands of O365 paying tenants.

Service Engineer, RDS/ESIT July 2011 – June 2012

Partnered with internal IT Business Groups (BGIT) in order to improve internal processes and enhance business intelligence needs. This group sustains numerous source control repositories and tools used by developers in the Microsoft Product Groups. They enable the Developer Highway at Microsoft.

Created Integration Services (SSIS) packages for the Extract Transform and Load (ETL) performance data collected by Systems Center Operations Manager (SCOM) with easily customizable thresholds.

Displayed a professional looking performance dashboard using the “Microsoft IT” brand look and feel.

Developed process and trained BGIT staff in the migration of Visual Studio Team Foundation Server (VSTF) reporting instances using RS Scripter.

Created a “VSTF End User Portal” which showed instance availability and the latest official alerts and notifications relevant to a particular users VSTF instance using Sharepoint and SQL Server Reporting Services (SSRS).

Became Subject Matter Expert (SME) in Team Foundation Server after helping build a multi-server test platform for Microsoft’s internal implementation of VSTF.

Service Ops 2, Tools and Technology (TnT) /Agile Labs Dec 2009 – July 2011

Implemented a billing system for the Research and Development Services (RDS). Integral behind the scenes performer who helped establish and grow credibility of the RDS organization as a whole.

Pioneered as the primary technical consultant the “RDS Cross Charge Billing System.” A way to generate invoices inside Microsoft Dynamics Customer Relationship Management (MSCRM) using custom workflows and plugins that generated billing items from a common data warehouse using SSIS for ETL and SSRS for reporting. This enabled RDS to consolidate the tracking of all of their clients within outlook and have invoicing capability inside CRM from multiple data sources.

Respected as a Sharepoint consultant and internal web site designer for RDS. Trained staff in site creation, lists, workflows & InfoPath forms while keeping a consistent brand (look and feel) and navigation structure.

Responsible for the internal deployment and maintenance of “Thycotic Secret Server” a password storage solution. This provided an easy-to-use web based central repository where Microsoft information asset owners & delegates could securely store, distribute and audit information assets in accordance with Microsoft Information Securities “Information Classification & Handling Standards.”

Modernized Microsoft IT’s internal deployment of Solarwinds NPM used internally by several network teams. This application was still needed and the hardware and software had not been upgraded for many years.

Developed process for establishing DB mirroring on the corporate network using certificates instead of service accounts. This helped prevent failover service account issues on the internal corporate network which led to many other teams using the same DB mirroring process for their applications.

Operations Engineer 3, IT Labs/Managed Labs Services (MLS) Aug 2007 – Dec 2009

Received an “IT Pro” Award for the integration of incident and asset tracking systems.

Operations Analyst June 2005 – Aug 2006

Led the development, deployment and management of key infrastructure tools that minimized escalations during a successful consolidating project where nearly 4,000 servers moved into a single datacenter within 6 months.

Previous Professional Experience

Accenture, Redmond, WA (3/21/03 – 6/1/05) Infrastructure support specialist

Volt, Redmond, WA (1/11/02 – 12/20/02) Global Service Automation Operations

Digital/Compaq/HP, Bellevue, WA (6/10/97 - 12/31/01) ITO Support Specialist

EDUCATION & PROFESSIONAL DEVELOPMENT

B.A., Business Management, Seattle Pacific University, Seattle, Washington 1995

Certifications: Microsoft Certified Professional since 1996. MCSE, MCSA, MCP+I, MCP

Esi. International Conference: Project Leadership, Management and Communications

The Effectiveness Institute, Arlington, Virginia, Quality Customer Service Conference

MS Business Intelligence Conference 2007 & SQL Pass Summit 2009-2011

(Additional training transcript available on request.)

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