Associate Quality Tech Support

MATTHEW GUSTAFF

Information Technology Professional

206-***-**** • ********@*******.***

SUMMARY

I have over 12 years’ experience troubleshooting Systems and Applications at Microsoft in Azure, Windows Server, Unix, SQL and PowerShell. Well versed in Information Technology, Healthcare, Aerospace and Military. A complex problem solver and strong liaison between Senior Technologists, Developers and Management.

·Effective time management realizing customer cost savings to KPI time guidelines using ITIL principles.

·Exceptional work ethic recognized by multiple employers.

·Proven ability to monitor and manage multiple servers (5000) in enterprise environment.

TECHNICAL

·Systems: Microsoft Azure Cloud, Window 7, 8, 10 Pro (64), Windows Servers 2000-2017,

Unix Server, Remote Desktop, Hyper-V

·Applications: Azure Cloud, SQL 2012, 2008R2, IIS, SQL (VSTF), Visual Studio Microsoft Office 365 Suites, Active Directory, RSAT, SSH client PuTTY Terminal Services RSA Tokens, COBOL, Ubuntu

·SQL Profiler, SCOM/SCRM, GitHub, NetMon, Agile QA, EDI & Logistics, Skype for Business, Teams, Zoom, WebEx

Software: Splunk, Smartsheets, PowerShell, Jarvis, VPN, Kusto, DHCP, DNS, SharePoint Portal, ICM, Ticketing, JIT, Slack, Teams, Remedy Ticketing, MSSOLVE, DAD Monitoring (MS Labs),

Solar Winds, XML, Jason

CERTIFICATIONS

·Naval Reserve Officer Training Corps (NROTC) Scholarship (Honorable Discharge)

·U.S. Government Federal and DoD issued Security Clearance

·Multi-State CJIS Approval and security clearances

·Microsoft AZ-104 Azure Administrator Certification (in process 2021)

·ISO 27001, SOC 1 & 2 certifications (in process 2021)

·Enterprise Help Desk Computer Services - Boeing

·Boeing Business Programmer - Boeing

·Microsoft Certified System Engineer – 4, MCP, MCP+I

·Microsoft Certified System Administrator

EDUCATION

·Master of Information Systems Management - (Information Security)

4/, Federal Way, WA

·Bachelor of Science, Psychology

University of Oregon, Eugene, OR

EMPLOYMENT

Retail Sales, Tukwila, WA November 2021-Present

Assist customers in selections of different products.

Restock inventory and displays.

Maintain a friendly, pleasant, and helpful attitude.

Microsoft (Contract), Redmond, WA April 2021 – May 2021

Lab Technician (Minecraft)

Work on consoles for Xbox, PlayStation, Window 10, Android to insure they are up and running.

Monitor health of network and consoles as well as insure functionality across platforms.

Use PowerShell scripts, Jason and Splunk and Teams with other team tools,

WWT/Foxhire (Contract), Remote -St. Louis, Mo September 2020-November 2020

Tier2 Azure Active Directory Support Engineer

Provide support and software configuration of Active Directory for the non-prod Azure private portal.

Attend group meetings and take on assignments for improving user access to Azure applications.

MATTHEW GUSTAFF

Information Technology Professional

206-***-**** • ********@*******.***

EMPLOYMENT (cont’d)

Microsoft (Mindtree), Redmond, WA February 2020-August 2020

Senior Software Engineer/Technical Specialist

Worked support tickets (20/day) for customers accessing the Microsoft Cloud in different functions of Azure and troubleshoot Office 365.

Supported developers in a private Azure environment for code changes, updates, and other processes for the production Azure Classic and AzureRM portals using Jarvis.

Provide and guide access on multiple servers (5-20) Windows and Linux and virtual servers.

Utilized AzureRM, Azure Classic portals, Azure SQL and Kusto, PowerShell scripts.

Used Visual Studio TFS for ticket reporting and file storage.

Managed multiple Virtual Machines for developer access.

Microsoft (Insight Global), Redmond, WA September 2019-January 2020

Tier 1 Tech Support

Provide support and hardware or software configuration of laptops and desktops.

Assist in new technologies (HoloLens) demonstrations on campus and off-site venues.

Prepare and configure PowerShell scripts for use within organization.

(Avanade), Redmond, WA September 2017-June 2019

Tier 1 Systems Analyst

Guide and Support Azure developers in a private Azure environment for code changes, updates and other processes for the production Azure Classic and AzureRM portals using Jarvis.

Provide and guide developers on multiple servers (Windows and Linux) and virtual servers.

Use AzureRM, Azure Classic portals, Azure SQL.

Monitor lines of code PowerShell scripts, Jason, XML for proper adherence to rules of environments.

Use Visual Studio (TFS) for ticket reporting and file storage and troubleshoot Office 365.

Extensive use of multiple VMs (Virtual Machines) for different accesses by developers.

Use Skype for Business for phone conferences and team chats.

Dell_EMC-Catholic Health Initiative Bremerton, Highline, Tacoma WA (Dell) March 2017 - June 2017 Support Technician

Project Lead to image and deploy over 300 desktop computers for CHI-Hospitals upgrading to Microsoft Windows 7 Enterprise.

Use RSAT and Active Directory to evaluate user credentials for accessing systems.

Troubleshoot application installation, connectivity, and over-all integrity of new systems.

Assure previous programs work with new 64-bit system and de-commission old systems.

Completed the implementation ahead of schedule and exceeded customer’s expectation.

The Walt Disney Company, Seattle, WA (Contract) November 2016 - January 2017

Tier 1 Tech Support

Tech Ops support for Disney and affiliates.

Handled trouble tickets (15-20) that monitored servers and processes. Set up troubleshooting using Chat and communication bridges, working with sister group in Orlando to support Disney sites.

Use Active Directory to evaluate and make requests for user credentials for accessing systems.

XTreme Consulting (Contract), Redmond, WA March 2016 – April 2016

Lab Hosting Support

·Provided hosting support for Microsoft and other vendor’s educational content.

·Responded to instructor and student requests using Chat and email.

MATTHEW GUSTAFF

Information Technology Professional

206-***-**** • ********@*******.***

EMPLOYMENT (cont’d)

Microsoft (Contract), Redmond, WA November 2014 - December 2015

CRMLive Support Engineer

·Supported Microsoft CRMLive customers worldwide for data access to respective company’s data using different levels of authentication including providing security patching and server updates.

·Utilized Microsoft tools, SQL, Solar Winds monitoring tool & automation using PowerShell scripts for online troubleshooting and resolution to meet SLA.

·Utilized Skype for Business for meetings with offshore support and coordinating Chat for local support.

·Used Visual Studio (VSTF) to access patching/deployment files and for version control.

·Responded to tickets, including Hardware SCOM alerts to troubleshoot and resolve.

·Accessed files using SharePoint for support documents.

Society Consulting, Bellevue, WA December 2013 – March 2014

SQL Server Support Associate Consultant

·Worked opportunity with a great company as an Associate Consultant with the SQL Engine team to provide SQL core support to Microsoft commercial customers. Supported versions 2005- R2 & 2012 and Azure.

Microsoft (Contract), Redmond, WA March 2013 – September 2013

Incident Coordinator

·Worked Tier 2 support monitoring >5000 servers for MSDDITLabs using an incident board to respond to various server issues.

Microsoft (Contract), Redmond, WA September 2012 – January 2013

EPX Connect Tier 1 Support

·Vendor contract for Tier 1/2 support of the Connect Web site used for international developer interactions with application and system builds as well as other application access issues. Worked with offshore support teams to facilitate 24/5 support.

Microsoft (Contract), Redmond, WA March 2012 – September 2012

Tier 2 Operations Support

·Vendor contract to provide operation support entailing patching and upgrades on servers supporting Cloud systems; assisted in data transfer from old to new environment; worked in Incident management assisting developers in problem resolution.

SanMar Corporation, Issaquah, WA March 2008 - June 2011

Associate Quality Assurance / Systems Operations Analyst

Assisted in Central Admin functions, Quality Assurance tech and worked as a Systems Analyst on a Windows/ Linux platform supporting the retail inventory and transactions for an apparel supplier

Volunteer Service

Meals-On-Wheels Portland, OR

Salvation Army – deliver food to elderly and shut-ins Renton, WA.

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