Project Management Systems Engineer

Joan Forcier

Cell-425-***-****-Duvall WA *****

https://www.linkedin.com/in/joanforcier/

ad1ki2@r.postjobfree.com

Objectives

I am looking to obtain a challenging and exciting position where I can utilize my proven IT operational, project management skills and Incident Management experience. Mindtree @ Microsoft

2018-2023 Senior Systems Engineer

• Collaborated alongside Microsoft engineers and communication teams to ensure the timely and accurate delivery of customer-facing communications during crisis incidents to improve the overall customer experience.

• Gathered technical details and used them to draft and publish comms sent to MS Identity, Azure, Office 365, Dynamics 365, and Xbox customers worldwide.

• Collected incident and performance data from outage calls to generate presentations and reports utilized by Microsoft Identity leadership.

• Trained and motivated team members, delegating work assignments and fostering a collaborative and high-performance work environment.

• Conducted incident postmortem reviews, collaborating with Microsoft engineers and other stakeholders to identify and pursue opportunities for process improvement. +

• Partnered with Microsoft Identity leadership to coordinate cross-team efforts in drafting and publishing post-incident reviews (PIRs).

• Performed extensive user acceptance testing (UAT) of new applications, collaborating with developers, producing functional requirements, and submitting change requests and bug tickets to optimize application performance.

HCL @ Microsoft

2015-2017 Project Management

• Managed IT Network Tech Refresh projects using Agile methods for Project management, developed scope, scheduling, capacity planning, resource allocation, and project execution, which resulted in increased network through put 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 the 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.

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

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

2

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 offshore team of analysts.

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

• Contributed to 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 changes for MSIT Capacity Provisioning program.

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

Siemens @ Microsoft

2005-2010 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, Devops, MSInterface, SNOW, ONEAsset, MSNconf, MSPOD, MS Project, T-SQL as well as Word, Excel, OneNote, Power point, SharePoint, DSview, RDP, Teams, Service now, ITSM

• Worked with Azure Portal, familiar with creating VM, storage accounts, setting up virtual networks and managing accounts.

3

Education and Goals:

Working towards PMP certification by end of FY24

I am working on Azure fundamental certification by the end of Dec 23.

Working towards Bachelor of Science in Information Technologies by FY24.

Lean Six Sigma Yellow Belt – 2015.

Supervisory\Management training 2005.

Multiple Hardware Certifications through HP and Dell.

AAS degree: Information Systems - LWTC

Computer Services Technician Certificate – LWTC

Certified: CompTIA Server

Certified: CompTIA Network

Certified: CompTIA A+

References

Pete Baker, David Clark, Bob Stracke, Brent Pennington, Rob Pietrone, Mark Fasano, Linda Barnes Contact information available upon request.

Contact this candidate