Desktop Support Engineer

Peter Heiss

Sioux Falls, SD ***** • 425-***-**** • *******@***.*** • https://www.linkedin.com/in/petehpnw/ • https://github.com/phss1

PROFESSIONAL PROFILE

Willing to cover relocation costs. Actively seeking employment in a Software Engineering or a closely related field. Twelve years of overall IT experience including two years of programming experience, both on the job as well as from college course work across C#, ASP.NET Web Forms, Java, PowerShell, and Python. Experience with integrating scripts with an API using REST calls and system integration with Azure, Jira, Confluence, Slack, and Nessus.

INFORMATION TECHNOLOGY COMPETENCIES

Systems: Windows, Confluence, Jira, Nessus API, Chef, Jenkins, Jira, Chef, IIS, Nagios, Zabbix, Grafana, Kusto, Kazmon, Xbox Development Kits

Databases: SQLite, MySQL, SQL

Languages: SQL, C#, Java, PowerShell, Python, ASP.NET, HTML, German Fluency at B1 Level

Software: Android Studio, Visual Studio 2019, Scene Builder, Windows, Linux

EDUCATION

Master’s in Computer Science Starting Sept. 2021

Georgia Institute of Technology, Atlanta, GA

MBA in IT Management May 2020 - Feb. 2021

Western Governors University, Salt Lake City, UT

Courses in marketing, economics, business, finance, and leadership.

B.S. in Software Development May 2017 - Nov. 2019

Western Governors University, Salt Lake City, UT

Finished two projects in Java, one mobile application for Android, and a small project in Python.

Courses included introductions to SQL, basic web development concepts, data management, and project design.

RELEVENT EXPERIENCE

DevOps Engineer – Forza Game Studio Oct. 2019 - Present

Yoh LLC, Microsoft Contractor – Remote - Redmond, WA

Simplified windows batch scripts to properly apply system settings on new Xbox development kits, creating a new process twice as efficient.

Translated batch scripts into PowerShell modules, reducing time spent by Desktop Support setting up new Xboxes for game development, thus improving CI/CD pipeline.

Programmed game build and file backups from remote shares to Azure cold storage using PowerShell, resulting in a manual practice being fully automated.

Pioneering an intranet ASP.NET website using web forms, coupled with a back-end service to monitor and initiate new user requests for the backup of game builds between on-premises and Azure cold storage, removing requirement for customers to handle the process manually.

Orchestrated basic HTML PowerShell report pages and their hosting in IIS with SSL certificates to ensure certain information was available to the game studio, removing manual processes for the operations team.

Engineering improvements to deployment processes into production to further automate changes to IIS hosted intranet sites, removing the requirement to make manual script changes.

Volunteered to cover all onsite operations during the COVID-19 pandemic for desktop support, saving the company millions of dollars in game development, processing new hires, shipping gear to remote employees, and training new IT staff.

Operations Engineer Apr. 2016 - May 2019

DocuSign - Seattle, WA

Volunteered to create C# program to create tickets for deployment errors and assign to responsible service owner, freed up five hours a week for team members.

Utilized spare time outside of expected daily tasks to automate Jira ticket maintenance of change requests with PowerShell to govern ticket status, updates to Slack chat rooms, and queue administration,

Automated reporting of server vulnerabilities from Nessus into Jira tickets, for which company wide recognition was received after having saved the organization labor and budget costs.

Executed product wide deployments into test and production environments to ensure new product versions were available, securing continual value added to customers while upholding five nine availability standards.

SharePoint Service Engineer Oct. 2015 – Jan. 2016

Beyondsoft - Redmond, WA

Developed PowerShell automation scripts to improve workflow efficiency for estimation of change work time to completion, permitting management the ability to project labor costs.

Performed customer change requests on production instances of SharePoint in a on-premises, multi-tenant environment, providing customers with excellent service meeting all SLA’s.

PREVIOUS EXPERIENCE

Azure Networking Support Engineer May 2015 - Oct 2015

Society Consulting - Bellevue, WA

Aided efforts to improve SLA response time, contributing to a higher customer rating of overall customer support.

Composed new way of managing ticket notes, reduced total time spent on shift handoffs due to efforts being more organized.

Microsoft Retail Store Escalation Manager June 2014 - Jan 2015

P2 Solutions - Bellevue, WA

Improved ticket handling process for Retail Incident Management team, resulting in better SLA response time averages.

Appointed to mentor and train fellow coworkers on SLA and ticket management, handling of large conferences, and process documentation, allowing more work to be done with fewer people than prior achieved.

Microsoft Retail Store Incident Manager Oct 2012 - Jan 2014

Insight Global - Bellevue, WA

Improved team ability to handle multiple priority one issues simultaneously, reducing overall labor costs and staffing needs.

Developed struggling coworkers in leadership, directing conference resources, proper communication on executive updates, and sensitivity to SLA requirements.

Office 365 Technical Incident Manager March 2011 - Sept 2012

Insight Global – Redmond, WA

Handled various high priority incidents across Office 365 services until resolved, ensuring minimal impact to customers.

Collected data to guarantee incidents had proper RCA documentation, allowing establishment of new processes for the team.

International Support Agent Sept 2010 - March 2011

Arvato – Münster und Umgebung, Deutschland

Exceeded expectations surrounding SLA adherence, providing an example to fellow coworkers.

Answered various product questions, which aided customers decision on the best product mix according to their budget.

Technical German Bi-Lingual Support Agent Aug 2008 – Sept 2010

VMC – Redmond, WA

One of two of the first agents supporting German speaking customers when Office 365 was first released outside the United States, providing technical support during core European business hours to German speaking countries.

Promoted to team lead and tier two support agent after one year, trained new German speaking employees in customer support as well as time and ticket management.

Directed troubleshooting efforts across SharePoint, Outlook, Exchange Server, mail synchronization, calendar and meeting scheduling, and Lync 2007, including issue resolution ranging across network connectivity, local configuration file changes, domain registration, management, and DNS record break-fixes, and integration of on-premises with the cloud service.

System Administrator Oct 2007 – Jul 2008

Optimise-it GmbH – Hamburg, Deutschland

Led weekly backups from all servers across windows and Linux systems, permitting recovery of lost data on two occasions.

Hosted Nagios monitoring service on a Linux server for watching local and remote node health, caught several outages before the service provider, permitting IT department prompt break fix and resolution before customer impact was noticed.

Exchange Student Jul 2007 – Jul 2008

Congress-Bundestag Exchange for Young Professionals – Saarbrücken and Hamburg, Deutschland

Achieved lingual fluency within eight total months, including a two-month deployment in an immersive language program.

Succeeded in part time studies at a technical college as well as self-paid language courses while working full time to further advance personal lingual skills far exceeding the expectation and requirements of the exchange program.

Help Desk Technician Jan 2006 – Jul 2007

Best Buy – Mount Vernon, WA

Advised customers on best route for various product offerings to suit their needs, thus saving them time and money.

Categorized the day’s work items and resolved issues on a per customer basis to ensure SLA’s were met, permitting an organized handoff to the next shift.

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