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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Career Profile


Driven, focused, and hard-working Strategic Leader with a background in overseeing daily operations within fast-paced technical environments throughout a variety of industries. Experienced in managing large-scale technical issues, supervising cross-functional teams, and improving/streamlining current operating procedures. Highly adept in improving organizational productivity in addition to maintaining strong communication with clients, vendors, co-workers, and members of executive management.


Key Competencies



Operations Management Tier 1, 2, and 3 Support Training / Development Policy Development

Process Automation/Improvement SOX Compliance Team Leadership Real Time Data

Cost Optimization/Reduction Systems/Technology Integration Emerging Technologies


Professional Experience

Microsoft Corporation, Redmond, WA 2000-Present

Senior IT Service Engineer (2012-Present)

  Direct day to day IT operations within a fast-paced environment with a concentration on providing superior technical support to over 100,000 end-users

  Supervise a team of 5 which requires providing individualized feedback and coaching, design innovative operational processes, and built positive relationships with vendors/clients

  Instrumental in the consolidation of 4 support contact points and 4 after-hour support processes which improved efficiency and reduced operational redundancies

  Successfully achieved a cost savings of over $1.3 million throughout 3 years due to the updating of a vendor support contract, consistently exceeded 95% of customer service levels, and exceeded 95% of service level agreements


Senior Service Engineer (2009-2012)

  Supported Tier 2 support operations for various systems including Active Directory in addition to acting as Lead Advisor for Global Tier 2 Identity Management Support staff members

  Played an integral role in completing annual SOX compliance audits, participated in product enhancement initiatives, and reviewed comprehensive data

  Designed and implemented standard operating procedures within the department, created training materials, and improved operational efficiency


Senior Operations Analyst (2003-2009)

  Oversaw various operational functions which included supervising a team of 25 staff members which supported Exchange, Active Directory, and SharePoint

  Worked closely with the program management team in improving existing products/services, ensured internal SOX compliance, and supported new product rollouts

  Saved over $3.9 million in operational team resources through the development of end-user tools which reduced tickets and allowed for self-management of various software tools


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Professional Experience Continued:

Microsoft Continued:

Operations Analyst (2001-2003)

  Utilized superior technical acumen to provide technical support to internal employees in regards to Microsoft Office, Office XP, and Microsoft Exchange 2000

  Maintained an expert level knowledge of Office and Exchange products, analyzed technical issues, and developed appropriate solutions

  Led various technical projects which included a user mailbox migration and the administration of user objects in Active Directory

  Consistently ranked in the top 10% within the team due to successfully reducing processing time from 2 weeks to 5 days and maintaining an SLA of up to 95%


System Analyst (2000-2001)

  Managed technical support functions which included analyzing and resolving issues related to Active Directory user accounts

  Facilitated the smooth transition of user accounts, created comprehensive documentation, and successfully streamlined the documentation process




Associate of Computer Networking and System Technology

ITT Technical Institute, Bothell, WA




ITIL V3 Certified

Microsoft Certified Systems Engineer

Microsoft Certified Systems Administrator



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