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Professional Summary:
I am currently employed as a Support Escalation Engineer by Microsoft, providing escalated support and consultancy to Fortune 500
companies and our own. I am an English native speaker, with strong language skills in German, and have a combined experience of over 9
years in the IT industry.
Summary of Qualifications:
Active Directory Group policy, multiple site installations, Exchange integration to existing Forests, cross-forest permissions, boundaries
and Federated Services
Microsoft Exchange 2003, 2007, 2010, 2013 installations, configurations and maintenance. Large setups with multiple mailbox and client
access/hub servers
Windows Servers 2003, 2008, 2012 installations, configuration, maintenance and deployment.
Virtualization VMWare & HyperV experience, including converting existing physical servers, migrating across server farms and fromscratch configurations. VMWare Horizon / View, including Mirage for coexistent deployments.
Backup Systems Symantec Backup Exec deployment, configuration and creation of regular backup schedules / jobs. NetBackup
Enterprise support and deployment
Desktop Systems Windows, XP, Vista, 7, 8 and Apple Max OSX installations, security enhancements, remote and local support
Professional Experience:
Microsoft Redmond, USA
Support Escalation Engineer
I provide escalated, Tier 3 support with Microsoft Exchange installations for Fortune 500 companies across the world. As a trusted advisor
and Subject Matter Expert for the entire platform, I regularly troubleshoot and diagnose complex, diverse issues for the entirety of the product
line. I utilize specialist troubleshooting tools and methodology to ensure a fast, accurate and satisfactory response to all issues raised. I
regularly liaise with product development teams to analyze source code, memory dumps and verbose transaction logs.
Keno Kozie Associates Illinois, USA
Engineering Consultant
Working alongside a talented team of engineers, I am responsible for the design, implementation and overall architecture of complex IT
infrastructure across law firms in the United States. I am particularly responsible for, and focussed on, Microsoft Exchange, Microsoft Lync
and Windows Server technologies. I also work heavily with VMWare ESXi, HyperV and Palo Alto firewalls. Technologies utilized on a day to
day basis include: EMC SAN environments, Dell EqualLogic SAN environments, Symantec NetBackup, MobileIron, Microsoft Windows
Server 2012 R2 / 2012 / 2008 R2 / 2008 / 2003, RedHat Linux and more.
Responsible for infrastructure implementation, design and maintenance for First American Payment Systems. I manage projects from
inception to completion, including documentation and training for other technical staff. Technologies I work with include: VMWare ESXi,
VMWare Horizon/View & Mirage, EMC, Microsoft Exchange, Symantec NetBackup, MobileIron, Microsoft Windows Server 2008 R2 / 2008 /
2003, RedHat Linux and more.
In this role, I was particularly engaged with and responsible for overseeing the e-mail architecture for the entire corporation, spread
across 4 core sites and many remote offices. This included a massive Exchange 2003 - Exchange 2010 swing migration, which took place
over the course of many months.
Summary of roles:
Manage infrastructure level installs and repairs, implement patching and changes to environments necessary to ensure maximum
performance and response time.
Responsible for overseeing Active Directory implementation and configuration, including Sites & Services, Group Policy deployment and
more.
Management of VMware ESXi environment, including vSphere.
Handle bi-monthly system-wide patching (Windows / Linux server updates) via Shavlik Protect - adhering to strict maintenance windows
and working closely with our Operations team.
Ensure that critical business systems and servers are available 24/7, and rapidly working to resolution any issues that arise
Offer support on more complex issues to our IT HelpDesk team
Wavex London, UK
Acting IT Manager / Systems Administrator
October 2012 January 2013
I have been contracting for a company called WAVEX, providing an onsite 3rd line presence dedicated to one of Wavexs clients
based in London. My job title was that of Secondment / Onsite Engineer which was a Systems Administrator role.
I was responsible for the entire remit of IT within that client, from infrastructure, design and purchasing through to roll out and
day-to-day support.
Ensured that their IT delivery experience was flawless and efficient to enhance their business model.
Handled daily, weekly and monthly backups with Symantec Backup Exec, across complex multi-tape devices.
Daily system checks, scheduled maintenance windows for deploying critical Security Upgrades
Configured and deployed new Virtual Server builds with VMware across complex Server Hardware / Network Storage
Maintained Juniper and Cisco firewalls and switches and providing a liaison to the Network Administration team
Provided support as needed to the HelpDesk remote support team in escalated, complex issues
Configured Blackberry Enterprise Services and deployed new Blackberry policies, devices and services to end users
Performed break-fix maintenance across Server hardware deployed in Data Centers / Server Rooms (Dell, HP)
Created security policies that ensured all devices, including mobile devices, adhered to Company Protocol
As majority of clients were Financial, ensured that all fixes were timely and efficient, with no unnecessary delays
Wrote up regular reports of any incidents, upgrades or recommendations and presented to client in meetings
AVEVA Cambridge, UK
Systems Administrator
September 2011 October 2012
I was working within the Group Business Systems, and subsequently the main IT department for AVEVA Solutions Ltd. In this role,
I was responsible for the day-to-day administration and maintenance of the Business Systems for the AVEVA Group, including
Microsoft Exchange, Microsoft Navision, Microsoft Dynamics CRM, Pivotal, Ocra and Sage / Snowdrop.
I gained an invaluable insight into how important each of these systems are to the business as a whole, and an understanding of
how the other back office departments (HR, Finance) operate on a daily basis.
I undertook several tasks while in the business, including a Microsoft Exchange upgrade from 2003 to 2007 to 2010.
I went on several training courses for the technologies and products we support, which has further increased my knowledge and
understanding.
Developed custom tools to ease the day-to-day issues we are tasked with, which took the form of a web-based application.
Handled mailbox creation and management for Group IT within Microsoft Exchange 2007 and 2010
Assisted mailbox migration from Microsoft Exchange 2007 to Microsoft Exchange 2010
Monitored and ran daily, weekly and monthly backups with Symantec Backup Exec
Deployed new server and desktop/laptop builds via Windows Deployment Services
Developed the Online Service Center for users to submit Service Requests to Group IT
Liaised with our Swedish and Texan offices to ensure consistency in IT service deployment
Performed database backups and maintenance within Microsoft Navision and Microsoft SQL to support Group Business Systems
Assisted upgrade from old Pivotal CRM system to Microsoft Dynamics CRM
Kelway London, UK
24/7 Engineer and 2nd line Microsoft Engineer
October 2010 September 2011
I worked in the Network Operations Centre, monitoring and managing our client's networks both in and out of hours.
I was qualified and tasked with managing every aspect of our client's infrastructure, and have extensive experience and skills in all
aspects of Microsoft Technologies, especially Microsoft Exchange.
Handled all 2nd and 3rd line support requests for Microsoft Technologies
Implemented Clustering and Database Availability Groups to ensure DR for Microsoft Exchange
Applied out-of-hours Critical and Non-Critical Windows Updates, adhering to schedule agreed with client
Diagnosed Active Directory, Windows Server and Windows Desktop related issues
Created new user accounts within Active Directory, Blackberry Enterprise Services and Symantec on an adhoc basis
Configured new installations of Blackberry Enterprise Services and integrated with Active Directory structure
Capita Financial Software Bishops Stortford, UK
2nd line Analyst
June 2008 October 2010
Joined Capita Financial Software Ltd as a, where I was responsible for overseeing the IT infrastructure as a whole, implementing
new solutions as well as supporting the existing hardware and software.
I was also responsible for 2nd/3rd line support for a product which we developed for the Financial Industry.
Maintained all local servers, network switches and other Server Room hardware
Ensured local office was conforming to all Group IT policies and procedures
Performed regular Windows Updates across all desktops, laptops and servers
Upgraded archaic Windows 2000 and Windows 2003 servers to Windows Server 2008
Created new user accounts and performed all local Active Directory maintenance