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Work Background
Microsoft High Risk for Executive Escalation Ops Center Team thru BCITech Reviewer
Mar. 2024Responsibilities include:
• The High Risk for Executive EscalationTeam has a single purview to provide active case review to eliminate Executive
Escalation from Strategic & Azure Rapid Response customers.
• New Lines of Business are being run through the Escalation matrix as it has been extremely successful.
• Rely on my extensive IT knowledge to review cases that have gone through the High Risk for Executive Escalation matrix
for technical accuracy .
• Be a functional backup for the Relationship Managers (RMs) on the High Risk for Executive Escalation Team. Their job is
to ensure that the customer is properly informed & feels that his case is trending or progressing in a positive direction.
• Assist Relationship Managers (RMs) with Product Team engagements. Relationship Managers assist Tech Reviewers by
contacting Case Owners.
• Tech Reviewers serve as a check & balance for the Relationship Managers Team.
• Work w/ Sr Escalation Engineer & Escalation Engineer to ensure that cases & our tool is working optimally in order to
assure continued success of the Ops Center Team.
• Assist Sr. EE & EE providing documentation for our Team ie , providing guides, Wiki & KnowledgeBase articles to educate
all Lines of Business (LOBs) at Microsoft.
• Assist DevOps in the development of our tool, the construction of the Escalation Matrix and debugging internal issues.
• Assist DevOps w/ Proof of Concepts for expanded functionality in our tool & processes.
• Proactively seek out cases that are technically stuck or assigned to the wrong Team or queue.
• Provide Case Owners with the necessary resources to get their cases trending towards resolution & ensuring that the
customer is satisfied with the Customer Service that they are receiving.
• Be an extra technical resource for the Case Owners, Relationship Managers, my SR. EE, EE & Teammates.
Trend MicroPrincipal Customer Service Engineer
Aug. 2022 - Apr. 2024Las Colinas30 year Leader in Cybersecurity Industry
Venture Research Inc.Senior I.T. Administrator
May. 2021 - Jan. 2023United StatesRFID Engineering Firm hires the best I.T. Person in the Universe
RightechCable Technician II
Oct. 2020 - May. 2021Dallas, Texas, United StatesInstall, setup & configure low voltage network attached lighting, all data drops, building out IT rooms, speakers(PA system), VOIP, & cameras in Historic Continental Gin Building in Downtown Dallas.
Edible ArrangementsCustomer Support Engineer
Sep. 2019 - Aug. 2020The Colony, Texas, United StatesResponsibilities include: Management of all Server, Network, Desktop & Telephony Systems. Oversaw migration from On-Prem to Hybrid Managed Services(Azure) for 7 DFW area Edible Arrangement stores & 3 other family owned businesses. Managed & setup all VM’s, Vnets, & AAD for Azure. Oversaw all training for company employees on how to login and utilize Azure. Setup & configured all corporate devices to connect seamlessly between both Cloud & on-prem environments. Setup, configured and managed On Delivery Mobile app for 7 Edible Arrangement stores. Owned, troubleshot & resolved all Customer Support issues raised through ServiceNow ticketing system. Dealt with everything from installing new PC’s & printers, to managing & maintaining all corporate devices, including CCTV network & mobile devices. Worked with NetSolace to troubleshoot and provide support for mobile applications and web-based connectors. Wrote, tested, & debugged new mapping/routing feature which enabled contactless delivery during COVID-19 Outbreak
Collabera Inc.Support Engineer - Microsoft Azure Media Services
Feb. 2018 - Aug. 2019Dallas/Fort Worth AreaProvide technical support of Azure Media Services product line
Owning Customer Support Requests from initiation to completion Collaborate with colleagues, including Product Team and Management Team interaction
Wrote, designed & troubleshot customized advanced PowerShell & Cloudshell cmdlet scripts for deployment and operational tasks. Tested, created, troubleshot submitted & modified customer code to improve system tests, monitoring/alerting tools, and automated workflows. Created POC's for several high end customers related to new or current product specifications & specializations.SResearch /Troubleshot customer issues utilizing 3rd party tools, including Fiddler, Jarvis queries and Azure Support Center
Create Incident with Product Teams for further analysis, track incidents through investigation to completion
Create applications, demos, and POC for customers using C#.Net, ASP.Net, php, Node.js, json, REST, CloudShell, Powershell, Javascript, etc..
Troubleshoot customer issues
Constantly staying abreast of latest advancements in Streaming, Encoding, Transcoding & Transmuxing Audio/Video technologies.
Worked on client issues specifically troubleshooting codebase errors in C#.Net & Node.js Collaborated with Sr. Escalation Engineer & various AMS Product Teams to create C#.Net & ASP.Net applications for use with Azure Media Services for targeted customer issues. Created C#.Net & Asp.Net codebase for use in Logic & Function Apps for MS customers.
Troubleshot & debugged client codebase in C#.Net, MVC.Net, .Net Core as well as Node.js(json)in regards to REST API’s that AMS exposes as part of Azure
Utilize all Microsoft products for creating & tracking Support Requests(MSSolve, Service Desk, Azure Support Center, Radius, IcM, etc)
Supported the largest Fortune 500 & Fortune 100 Companies including NBC, The NFL, The CBC(Canadian Broadcasting Company/Radio Canada), Warner Bros, Boeing, Thomson Reuters, CAA, EBAY TV, Rakutan, etc.
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