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Customer Service Engineer

Tacoma, Washington, United States
January 16, 2017

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**** *. ***.

Tacoma, WA *****


Job Target:

To work as a Systems Administrator supporting a mixture of operating systems and networks, in an enterprise size business environment. Managing critical incidents in timely manner and providing assistance to systems analysts. I would like to continue providing infrastructure and operational support for deployments, upgrades, hardware, and software changes while assisting with software packaging.

Summary of Skills and Experiences:

•8 years’ experience using software packaging tools like; Microsoft’s App-V, Flexara AdminStudio, Wise Package Studio, Install Shield, and ORCA.

•8 years’ experience Systems Management and software deployment tools including; System Center Configuration Manager, System Management Server, HPSS, LANDesk, XenApp and Radia.

•16 years’ experience providing support for tier 1 - 3 support technicians.

•6 years’ experience supporting Apple MAC OS X in an enterprise environment

•13 years’ experience with the following technologies; Active Directory, BDD 2007, MDT 2010, Ghost, Soft Grid, Smartcard Certificates, Wireless Certificates, IPSEC,, RAS, Smartphones, OS X, and Linux.

•16 years’ experience supporting different Microsoft products including; Windows 2008, Windows 7, Windows 2003, XP, 2000, 9x, 7, 2012 platforms, App-V, Windows Phone, Pocket PC, Visio, Project, OneNote, Visual Studio, and the Office suites at the enterprise level.

•Experienced with and knowledgeable on; Intrusion Detection Systems (IDS,) Anti-Virus SW, SonicWall, Watchguard, Cisco ASA,

•Experienced with and knowledgeable on; Cisco IOS, SQL, IIS, VMware, Citrix, Siebel, Veritas, along with a variety of other enterprise applications.

•Ability to design, setup, administer and troubleshoot LAN’s, WAN’s, and WLAN’s

•Excellent verbal and written communication skills.

•A proven talent in generating motivation, along with the desire to learn new and challenging skills


Central Washington University

Law and Justice undergraduate program

Columbia Basin College

A.A.S. Criminal Justice,

A.A.S. General Studies,

Also studied a variety of computer science classes including BASIC, FORTRAN, C, and C++.

Work Experience:

TekSytems (T-Mobile) Seattle

Deployment Engineer August 2015 to Present

While working as a Deployment Engineer for T-Mobile, My primary responsibilities include maintaining an enterprise focus on the end user computing experience for 50,000+ users. This includes analyzing, designing and packaging software solutions for Windows 7, 8, and 10 desktops and deploying via Microsoft System Center Configuration Manager (SCCM.) Assist with Windows imaging and deployment. Architect and implement solutions to improve user computing experience and productivity. Evaluate vendor solutions. Work with support teams to identify user and support issues, and design and implement solutions.

AIM Consulting (Costco) Bellevue

Client Integration Analyst September 2014 to June 2015

While working as a Client Integration Analyst for Costco Wholesale, I am responsible for analyzing, designing and packaging software solutions for the client desktops. I work with other team members to package a variety of COTS and custom applications using a variety of tools including; Microsoft’s App-V, Flexara’s Admin Studio, PowerShell and Visual Basic. During the packaging process I consult with internal customers regularly to identify needs, develop and implementation plans.

DaVita Tacoma, WA

Deployment Administrator November 2012 to April 2014

As a member of the Deployment administration we focused on deploying internally developed software to 3200 production servers. Our main goal is to insure the deployments happened without issue and no impact with the users. We run a various checksums to substantiate installations. I have created numerous queries to validate files, dates, and installations. I have helped developed a continuous maintenance program to insure a stable software environment. I have been involved the development of policies and procedures to improve the SLA and OLA with clinics.

Group Health Cooperative Tukwila, WA

System Administrator July 2011 to November 2012

As a member of the Client Systems Engineering team I am involved in the Windows 7 upgrade project which includes the packaging and virtualization of 1100 applications. I work with other team members to package applications for this project using a variety of tools including; Microsoft’s App-V, Application Virtualization Explorer and Flexara’s Admin Studio. During the packaging process I consult with internal customers regularly to identify needs, develop and implementation plans. I manage the Quality Assurance (QA) testing for applications prior to deployment into the production environment. Additionally, I assist with the deployment of software updates with System Center Configuration Manager 2007. I also provide tier III support for Citrix, HP thin clients, desktop images and applications as part of my day to day activities

Energy Northwest Richland, WA

IT Architect March 2007 to April 2011

As the SCCM / SMS Administrator and Applications Packaging Engineer my responsibilities included; managing the SCCM / SMS servers, deploying software packages, updating desktops/servers, and creating software packages to be deployed to all enterprise computers. This included deploying Microsoft updates and security patches. I planned the upgrade from SMS 2003 to SCCM 2007 and implemented that plan. Included was a disaster recovery plan for the SCCM infrastructure. My primary responsibility was to create software packages for deployment into the enterprise using a variety of packaging tools including; Wise Package Studio, App-V, AppDeploy, and Orca. I created a business process for package creation and testing. Also, worked with developing desktop images with BDD 2007 and MDT 2010. When not working on SCCM or packaging I provided 3rd or 4th level support for the helpdesk.

MCE Staffing and Technical Services Richland, WA

IT Analyst December 2006 to March 2007

While working as a system administrator for Energy Northwest, I was responsible for hardware and software applications for workstations, and servers. Collaborated with management and department leaders to assess hardware and software needs. This included the administration of Microsoft Windows Servers, Microsoft Workstations for 2000 users; installing software, patching, upgrading and maintenance of operating system and server hardware components. Worked with other team members to automate management tasks, streamline processes and perform standard administration functions as needed. I also planned and prepared for the migration from Windows XP to Windows Vista.

Wimmer Solutions Seattle, WA

NOC Support Analyst August 2006 to October 2006

Monitored production systems, platforms and processes at Getty Images. Responsibilities include; Provide first level support for customer facing websites, delivery servers, Vitria BusinesWare, Akamai content Caching, SAN Storage, Oracle Financials. Monitoring systems, including HP OpenView, Oracle Enterprise Manager, and Microsoft Operations Manager and in other in house applications. Perform metadata and dynamic content uploads to staging and production environments. Worked on bringing resolution to problems involving server performance, load balancing issues, SQL job failures, database alerts, hardware, and network latency. Worked with ticketing system to produce uptime reports for internal management use. Escalated issues to both internally and externally while working with outside vendors and internal support in order do resolve issues.

Aditi Staffing Redmond, WA

SOC Support Analyst March 2006 to August 2006

The primary duties included monitoring and troubleshooting a network of 30,000+ servers on Microsoft’s MSN properties. Responsibilities include; tracking problems, analyzing situations or data to determine appropriate responses, and evaluating and improving on existing processes; coordinate with the documentation and program management teams to develop and implement procedural and process changes; verify all new live content on web pages is being updated. Work on bringing resolution to problems involving server performance, load balancing issues, SQL job failures, database alerts, hardware, software upgrades through data center collaboration, network latency and failure through the Unified Ticketing System, monitoring tools, emails, phone calls, and direct request from Engineers.

Solutions IQ Redmond, WA

Network Security Support Analyst 2 April 2005 to November 2005

Monitored network traffic on Microsoft’s corporate network with different Intrusion Detection Systems (IDS) and addressed any issues if detected. Investigated any virus activity, used event logs, practiced activity correlation, scrutinized corporate policy violations, followed up on security patch compliance issues, and examined any additional suspicious network activity. Used a variety of in house tools, scripts, and SQL queries were used to assist with investigations. Enforced all remediation processes implemented by corporate policy. Perform analytical, technical and administrative work on an on-going basis to optimize the Intrusion Detection Systems. Communicated with end users via email or phone to explain why a system has been quarantined or to facilitated employees with updating systems to meet corporate security requirements.

HP Colorado Springs, CO

Subject Matter Expert August 2002 to March 2005

Provide technical advice for support analysts on the Microsoft Helpdesk. Assist support analyst with a variety complex problems including; hardware, operating systems, networking, messaging and application issues. Verify escalations and open cases prior to assigning cases to partners for resolution. Frequently respond to multiple inquiries and prioritize according to their significance, in an interrupt-driven environment. Provide training to the Microsoft helpdesk on hardware, mobile devices and Office products. Assist the PC Products group with additional training on supported technologies. Listen to support technicians’ calls for further review and analysis. Coordinated focus groups to review and prepare for future technologies, recent issues and statistics of call analysis.

Siemens Business Services Redmond, WA

Support Analyst February 2002 to August 2002

Provided technical advice and global support to Microsoft employees, vendors and contractors. Supported a variety of services including; messaging, networking, line of business applications, operations systems, and PC products. Also assisted clients with remote access and VPN. Worked with multiple international groups to understand moderate to highly complex customer service requests and escalations. Identified the root causes, and appropriately resolve or escalate the issues. Tracked the resolutions and document for further review and entry into knowledge database. Troubleshot and resolved issues related to production systems running on Windows NT, 9x, 2000, XP and Longhorn.

Solutions IQ Bellevue, WA

PC Technician October 2001 to December 2001

Supported Pemco Insurance Company with installing computers at Pemco headquarters. Also supported Client Computer Support Services with daily help desk support activities. Analyzed and resolved hardware, software and/or network problems. Assisted team members with the Windows 2000 Migration. Backed up the user’s data over the network to remote servers. Installed new desktop and laptop computers. Installed Microsoft Windows 2000 Professional on all computers. Also installed a variety of other software programs. Restored the user’s data and settings. Configured the computers to Pemco standards.

Alternative Resources Corporation Bellevue, WA

PC Technician July 2001to October 2001

Supported Blue Current Technologies in installing Dell computers on Boeing Corporation sites. Assisted team members with the Windows 2000 Migration. Documented the user’s computer assets and personal settings. Backed up the user’s data over the network to remote servers. Installed new desktop and laptop computers on all Puget Sound Boeing facilities. Installed Microsoft Windows 2000 Professional on all computers. Also installed a variety of other software program. Restored the user’s data and settings. Configured the computers to Boeing standards.

Convergys / Keane Kirkland, WA

Senior Technical Support Specialist November 1999 to June 2001

Participated as a team member in the supporting of Windows 9x, 2000 and Internet Explorer at a Microsoft call center. Demonstrated a thorough knowledge of the products being supported. Worked independently to solve moderate to highly complex support problems. Investigated and resolved incoming questions and problems in a timely and effective manner. Provided customer feedback on technical issues. Assisted with technical problem analysis using problem-solving skills for hardware and software issues. Maintained excellent interpersonal, teamwork, communication, negotiation, and customer service management. Provided organization and planning skills. Continually responded to and prioritized multiple requests in an interrupt-driven environment.

Contact this candidate