Experience

Guardian Security Systems, Inc.
• United States
• Security and Investigations
• 1 - 100 Employee
• IT Director

  • Nov 2018 - Present


Microsoft

• United States
• Software Development
• 200 - 300 Employee

• Service Engineer

  • Jul 2008 - Present

  Built a successful career of achievement and advancement with worldwide leader in software productdevelopment and servicing.As Service engineer, in this role I essentially acted as a service engineer lead and Service Manager, leading a vendor team of service engineers supporting the Windows Test Engineering System in. The team was responsible for the supporting the server infrastructure associated with the Windows Test Engineering System in a 24/7 environment. Managing and Resolving live site incidents triaging incidents involving data center hardware to assist customer with problem isolation and resolution. If requested, escalate the customer's case to a subject matter expert. Daily tasks ranged from diagnosing and resolving operating system, hardware and software program problems to root causes. . Configured and maintained server lab infrastructure including hypervisor(s), server(s), workstation(s), SQL Server(s), IIS server(s), gateways, mobile devices, SSL certificates, group policies, firewalls, multiple domains, and others. Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case, documented cases with troubleshooting steps, recommendations, and resolutions. Point person for highly sensitive client issues, and the more complex technical cases. Identified service engineering and process gaps and provided solutions that improve the customer's quality of service Recommended service-engineering changes that optimized performance. Point person for highly sensitive client issues, and the more complex technical cases.I am committed in leading my team in diagnosing, reproducing, and fixing customer software and hardware issues; as well as providing an escalation path, and mentoring and growing the team’s on technical skills sets. Show less

• Software Test Engineer/SQL Database Administrator

  • Jun 2003 - Jul 2008

  Performed SQL administration on SQL Server 2000 & 2005, on windows 2000/2003servers. Managed and administered other e SQL Server 2000 Production and Non-production servers. Creating and modifying Stored Procedures and T-SQL Queries for efficient data retrieval and consumption into the systems. Worked with SQL Server 2005 side-by-side upgrade from SQL Server 2000. Related documentation. Worked in Active-Passive cluster environment. Importing data into SQL Server from MS Access databases. In addition triaged and resolved operating system, hardware, and software program problems to root causes. Recommended system configuration changes and system additions that optimized performance. Identified process gaps and provided solutions that improve the customer's quality of service. Provided outstanding customer service as a member of a world-class team providing 7x24 support. Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA timeframe. Managed the technical support page by creating FAQ and KB articles. Uploaded links for documentation and software downloads of new versions; as well contributing to internal knowledge base articles. Configured and maintained internal lab containing hypervisor(s), server(s), workstation(s), gateways, mobile devices, SSL certificates, group policies, firewalls, multiple domains, and others. Show less

• Service Engineer

  • Nov 1999 - May 2003

  Performed SQL Administration on SQL Server 2000, on windows 2000/2003 servers. Primary focus was the day-to-day management and Administration of the Windows Bug database. In addition managed and administered other e SQL Server 2000 Production and Non-production servers. Creating and modifying Stored Procedures and T-SQL Queries for efficient data retrieval and consumption into the systems. Worked with SQL Server 2005 side-by-side upgrade from SQL Server 2000. Related documentation. Worked in Active-Passive cluster environment. Importing data into SQL Server from MS Access databases. Show less



Volt Technical Resources

• United States
• Staffing and Recruiting
• 300 - 400 Employee

• Service Engineer /SQL Database Administrator

  • Mar 1995 - May 1999

  Provided server Lab support, including performing all facets of SQL administration, system Administration, network administration, SLM administration for the Microsoft Windows division build & test lab facilities. In addition to provided hands-on assistance to end-users with client and server hardware and software troubleshooting for office support Provided server Lab support, including performing all facets of SQL administration, system Administration, network administration, SLM administration for the Microsoft Windows division build & test lab facilities. In addition to provided hands-on assistance to end-users with client and server hardware and software troubleshooting for office support