David Muzzy

dmuzzy@gmail.com

7206 NE 182nd Street #301

Kenmore WA 98028

425-246-6625

Summary

I am an IT professional with sixteen years of experience in hardware, software and network support. I have superior communication skills and unwavering dedication to excellent customer service. I excel at precise, thorough troubleshooting. I am equally comfortable working in a team or on individual assignments, and at all levels of an organization.

Work History

SCOM Consultant July 2016 - September 2016

Microsoft (Brillio Inc. contract)

·   Working with Microsoft Finance (MSF), lead a project to optimize their production instance of Microsoft System Center Operations Manager (SCOM) 2012 R2.

·   Performed analysis of their server infrastructure to determine root cause of floods of alert notification emails.

·   As part of my investigation, gained experience with System Center Service Manager (SCSM), specifically with how it relates to processing alerts from SCOM into notification emails.

·   Set up a new SCOM Management Group on a Microsoft Azure virtual machine to take over monitoring of the MSF environment.

·   Configured SCOM for monitoring of Azure storage resources.

 

Support Engineer May 2014 - December 2015

Microsoft (Society Consulting contract)

·   Within Microsoft's Enterprise Support Operations (ESO) group, I provided Tier 3 support for Microsoft System Center Operations Manager (SCOM) versions 2007 and 2012, including all sub-versions.

·   Took cases from Microsoft's Premier customers who had a subscription for Tier 3 support, which gave them a higher priority and faster resolution time for their issues.

·   Ensured SLA compliance with for cases with different priority levels, including critical situation support

·   Worked with Microsoft personnel for different parts of the world to ensure 24x7 support for those customers that needed it

·   Worked with Microsoft technical and sales managers to ensure customer satisfaction

·   Used an internal Microsoft ticketing system called MSSolve to manage cases

o    MSSolve included functions to engage other engineers in other support teams for collaboration and escalation actions

o    Other support teams would be focused on a specific product, most commonly SQL, UNIX/Linux or Windows Platform support

·   Investigated root cause and worked to identify possible bugs in any aspect of SCOM's functionality

·   SCOM uses many different Microsoft products, such as:

o    Microsoft SQL Server 2005, 2008, and 2012

o    Microsoft Windows Server 2003, 2008, and 2012

o    Microsoft PowerShell, all versions including a custom Operations Manager shell

o    Microsoft Reporting Services

o    Microsoft .NET 3.0, 4.0 and 4.5

o    Microsoft Internet Information Services 6.0, 7.0 and 8.0

·   Using XML code within management packs, SCOM provided performance and availability monitoring and reporting functions for just about any infrastructure aspect available, examples include:

·   Windows server, client and UNIX/Linux operating systems

o    Server hardware

o    Server and Web applications

o    Network hardware and traffic

o    Microsoft Azure, Exchange, SQL, SharePoint, Active Directory, and IIS

 

Migration Engineer May 2012 - November 2013

Microsoft (TekSystems contract)

·   As part of the Upgrade Services team, provided support for the migration of Microsoft Exchange 2007 user information (ex. Mailbox, Calendar, Seat License) from legacy services to the Microsoft Office 365 service:

○        Migrated all user mailbox data from Microsoft’s Business Productivity Online Suite to Microsoft Office 365.

○        From Microsoft’s Live@EDU service, migrated user seat license data to Microsoft Office 365.

○        Adhered to all rules and guidelines to ensure the security and privacy of all customer PII content.

·   Executed queries and scripts in Windows PowerShell, gathering tenant information for processing and updates.

·   In Microsoft SQL Server Management Studio, executed queries per Standard Operating Procedure, or custom queries given to us by Development teams. Modified existing queries or wrote new ones when needed.

·   Used in-house web tools to manage migration jobs, update the tenant’s domain and account information, and oversee the migration status of said tenants.

·   Parsed and analyzed server logs (ex. ULS, Windows server, application-specific) while investigating service problems.

·   Used Microsoft Internet Information Services (IIS) 6.0 to check the status of the application pools, and to start, stop or restart the websites as needed.

·   Handled high priority incidents (ex. automated server health alerts), while being mindful of Service Level Agreement time frames.

 

Operations Engineer Jun 2010 - Apr 2012

Microsoft (TekSystems contract)

·   As a member of the Microsoft BPOS Tier 3 Operations team, triaged incoming bug reports escalated from Support, and requests from SharePoint and Exchange engineers. Handled server and network alerts generated by health monitor services.

·   In Microsoft System Center Operations Manager 2007:

o        Responded to SCOM-generated alerts regarding server health monitoring

o        Suppressed alerting for servers undergoing patching or hardware maintenance

o        Troubleshooting of malfunctioning alert rules

·   Followed all relevant procedures to ensure that customer PII data remained secure.

·   In Windows PowerShell, executed queries and scripts to gather, process, and update tenant information. Ran restoration scripts for Microsoft Exchange mailboxes, and Microsoft SharePoint site collections that had been accidentally deleted by the customer.

·   Used SharePoint Central Administration tools to verify and update settings and user permissions after a site collection had been restored from backup.

·   In Microsoft Exchange, managed user mailboxes, security groups, and distribution lists, and investigated issues with all of them. Created and applied both Mailbox Management policies and Hub Transport rules.

·   Used Microsoft Active Directory to manage user permissions, passwords, and group memberships. Also used it to complete SharePoint site restorations.

·   Worked in Microsoft SQL Server Management Studio to run scripts and queries according to Standard Operating Procedures, custom queries supplied by a Development team, or writing/modifying our own when needed.

·   Worked with Microsoft IIS to troubleshoot network and service errors in the operations environment, checking server logs, app pools, services and server health.

·   Managed hardware and application issues for all related servers.

·   Worked with F5 BIG-IP load balancers to take servers out of rotation during patching or hardware maintenance.

·   Parsed and analyzed appropriate server logs for hardware and application issues. Worked with on-site data center engineers when needed.

 

IPTV Service Engineer Jan 2009 - Feb 2010

Nokia-Siemens Networks (TekSystems contract)

●        Supported IPTV Middleware Server software (Television network using TCP/IP protocols) for Telecom customers.

●        Assisted customer IT staff with the setup of closed, internal networks in order to test the latest beta version of the Middleware product.

●        Performed remote deployment of custom Sun Solaris 9 and 10 builds, configuring TCP/IP, DNS, host file settings and a PostgreSQL database, populated with customer test data.

●        Configured servers to receive incoming content streams and route them to set-top units, and to push firmware updates to those units.

●        Used Wireshark to gather data about network traffic and network data for testing and analysis.

●        Worked primarily in command-line interface, but the software had a web interface that we also used.

 

Infrastructure Systems Analyst Sep 2008 - Nov 2008

Snohomish County PUD (Ciber contract)

●        Primary role was upgrade computers for internal users and to deploy computers to new office space.

●        Used Altiris Deployment Console to image the new computers before deployment.

●        Installed and configured customized applications and provided support for all user needs.

●        Kept track of deployments via Altiris ticket and asset tracking software.

●        Responded to general help desk requests as needed.

 

Helpdesk Technician Jul 2008 - Sep 2008

Genie Industries (Chameleon contract)

●        Help Desk, primarily for internal user software issues.

●        Supported office users as well as employees on an industrial production floor using AS400 terminals.

●        Performed troubleshooting for email and operating system issues, escalating tickets to the appropriate team (PC support, network admins, AS400 admins) when needed.

●        Provided feedback on help desk policies and procedures while the company expanded its IS department.

 

Desktop Support Technician Apr 2008 - Jul 2008

Casey Family Programs (Robert Half contract)

●        Help Desk for internal user hardware, software and video conference issues.

●        Worked in Microsoft Active directory, managing user account creation and changes.

●        Supported LifeSize video teleconferencing system.

●        Administered user accounts on ShoreTel phone server.

●        Supported HP and Canon printers and copiers.

●        Performed troubleshooting on a variety of issues for all of the above, and worked with vendors to arrange for further parts or service when needed.

 

Desktop Support Technician Dec 2007 - Mar 2008

BD Biosciences (TalentFuse contract)

●        Primary role was to upgrade all machines running Windows 2000 to newer models running Windows XP.

●        Created, tracked and resolved change tickets for each upgrade and updated associated inventory database.

●        Researched compatibility and licensing for specialized software as needed for each upgrade.

●        Imaged original drive for backup to archive, then wiped that drive in accordance with IT security standards.

●        Handled general help desk requests in between upgrades.

 

 

 

 

 

Desktop Support Technician Dec 2006 - Dec 2007

ViaSat, Inc.

●        Help Desk for internal user hardware and software issues.

●        ViaSat is a defense contractor, thus I was required to maintain a high level of awareness regarding Secret/Top Secret areas of the campus, and to strictly control my exposure to related data.

●        Worked closely with users to determine hardware and software needs.

●        Imaged and deployed PC hardware for new hires, upgrades and specialized roles (ex. CAD/CAM, machine controllers).

●        Ticket tracking for requests, problems and projects.

●        Helped improve documentation and workflow methods.

●        Used VMWare to create and maintain virtual machines for testing legacy engineering software.

●        Informal training and mentoring of service desk personnel.

●        Required to be mindful of Secret or Top Secret areas and technology, as ViaSat is a defense contractor.

 

IT Desktop Support May 2005 - Oct 2006

Stratagene Life Sciences

●        Help Desk for internal user hardware, software, and telecom issues.

●        Ticket tracking for requests, problems and projects.

●        Worked closely with users to determine hardware and software needs.

●        Worked with biotech-specific technology (ex. DNA sequencers, Fluorescence machines).

●        Imaged and deployed PC hardware for new hires, upgrades and specialized roles (ex. bio-analysis, machine controllers, CAD/CAM, Graphic design).

●        Managed user accounts in Microsoft Active Directory for GPO application, permissions, and password-related tasks.

●        Managed Intertel phone system, connecting wiring to punch-down blocks and making changes in the server software.

●        Used VMWare to create and maintain virtual machines for testing legacy biotech or engineering software.

●        Worked with third-party vendors for replacement hardware, or software support.

 

IITS Helpdesk Consultant May 2004 - Mar 2005

California State University San Marcos

●        Helpdesk for CSUSM faculty and staff.

●        Ticket tracking for requests, problems and projects using Remedy or Altiris.

●        Imaged (Norton Ghost, Apple Disk Utility) and deployed PC and Mac hardware for new hires and upgrades for existing users.

●        Used Windows or Mac Remote Desktop for remote troubleshooting.

●        Escalated unsupported or issues specific to the Development, Network or Facilities teams.

●        Participated in campus-wide Mac and PC hardware upgrades for all faculty and staff.

 

 

Technical Service Representative, Tier 1/Tier 2 Apr 1998 - Apr 2004

Cox Communications

●        Tier 1: Cox@Home cable internet support:

○        Over the phone, walked customers through troubleshooting problems with the cable modem signal, network connection (ping, tracert, nslookup), TCP/IP stack (Windows 3.1 to Windows XP, Mac OS7 to 10.2), email, firewalls, and antivirus software.

○        Escalated issues to off-site Tier 2 when appropriate.

○        Modem provisioning, billing and general customer service.

●        Tier 2: Handled escalations from Tier 1:

○        Deeper troubleshooting of TCP/IP stack, virus issues, Windows registry.

○        Used Telnet and SSL to log into SMTP servers, testing with command line tools (HELO, MAIL from, RCPT to).

○        Spoke with customers about accounts suspended for abuse and to help them resolve the problem, typically virus-contaminated computers or manipulation of modems.

○        Escalated to off-site Tier 3 NOC when appropriate.

EDUCATION

Coleman College at La Mesa, CA campus

Certificate: Computer Information Science

Apr 1996 - Oct 1996

 

Cuyamaca Community College in El Cajon, CA

Completed 1st semester of Cisco CCNA course

Spring semester 2001

SOFTWARE and SKILLS

Operating Systems:

●        Microsoft Windows 7, XP, and 2000

●        Microsoft Windows Server 2003 and 2008

●        Apple Mac OSX 10.0 to 10.4

●        Sun Solaris 9 and 10

●        Ubuntu Desktop

 

Networking:

●        LAN and WAN networking protocols for Windows, OSX, and Solaris

●        TCP/IP, DNS, and host file configuration

●        Packet capture and analysis

●        Network hardware (ex. routers, switches, cabling, patch panels)

●        Cisco, Nortel, and Citrix VPN

 

 

 

 

 

 

Software:

●        Microsoft Active Directory

●        Microsoft SharePoint 2007 Central Administration Console

●        Microsoft System Center Data Protection Manager 2007 and 2010

●        Microsoft Exchange 2007

●        Microsoft System Center Operations Manager 2007

●        F5 BIG-IP Load Balancer

●        Windows PowerShell V2

●        Microsoft Hyper-V

●        VMWare Workstation

●        Microsoft Internet Information Services 6.0

●        Nokia-Siemens Networks IPTV Middleware product

●        Wireshark

 

Soft Skills:

●        Provide clear, accurate, and concise communication, both written and verbal.

●        Triage and acknowledge incoming alerts quickly, so that proper action (ex. investigate, escalate, fix) can be taken.

●        Prioritize tasks based on business needs and SLA requirements (ex. Service outage versus single customer outage, production server versus backup server).

●        Adhere to workflow and process guidelines, while being mindful of possible improvements.

●        Leave precise, succinct notes in every ticket handled, so that those lacking prior context can be quickly brought up to date.

●        Exemplary track record of working from remote locations.

1