Nigel G Resume

Nigel


Results driven IT professional with 17+ years of experience administering and supporting applications in diverse organizations

Demonstrated strengths in:
SQL Applications Operating System Networking Server & System Administration
SQL Server Advanced Technical Support Web Developer/SharePoint

PROFESSIONAL EXPERIENCE:

Senior Technical Support Engineer, Microsoft 06/2010 – Present
· Provided advanced technical support to the online advertising sales teams across the globe
· Resolved technical issues concerning BING and Yahoo! Online search and content advertising utilizing Microsoft adCenter
· Supported the Microsoft/Yahoo! Search alliance and migration of advertisers. Performed troubleshooting concerning all aspects of issues related to online advertising including:
Ad Delivery Issues, Keywords, Impression Drops, Budgeting, Campaign and Ad Setup, Campaign Analytics/Conversion Tracking, Targeting, Reporting Discrepancies, and Billing issues
· Created innovative tools to automate mundane and repetitive processes, utilized PowerShell and SQL
· Mentored the Ireland team members and on-boarded team quickly to hit the ground running
· Improved the Standard Operating Processes by creating a clear and understandable High Priority Process
· Composed timely and professional service alerts and worked with operations and engineers to mitigate customer impact
· Supported the API layer, including SOAP calls
· On call rotation for 24x7 evening and weekend coverage

Tier III Technical Support, Microsoft 03/2006 – 06/2010
· Supported 10 Performance Point Server Applications (Business Intelligence) consisting of 97 Servers
· Wrote scripts in LogParser, CMD, WMIC, PowerShell, JS, SQLCMD, SPs, ASPX, Expressions Web, to monitor and analyze system performance
· Monitored and supported Payroll applications running on the latest Microsoft technologies including: Windows 2003/2008 Servers, IIS 6.0, and SQL Server 2005, 2008.
· Hierarchy included 2003/2008 Servers running IIS 6.0/7.0 in a cluster as a front end, and Windows SQL Server 2005 as the backend database, utilizing application pools for database connectivity
· Created numerous new Knowledge Base Articles in PRIMUS
· Supported SQL Server Based Application Reporting Systems
· Communicated effectively to customer groups, project teams, and IT support groups utilizing strong analysis and customer service skills
· Troubleshoot issues retrieving data from Feedstore. Also, troubleshoot IIS issues, batch jobs, cmd jobs, SQL Stored Procedures, etc.
· Utilized BCP and Robocopy

Tier II Technical Support Specialist, T-Mobile 11/2003 – 04/2006
· Supported 28 critical production applications (24 x 7 x 365)
· Tested new enhancements and bug fixes and rolled changes into Production and Smoke Test
· Submitted and promoted changes to Change Board
· Kept applications running in production and interfaced with development personnel to make improvements
· Troubleshoot complex problems within the applications
· Participated in Project and System Design meetings for new and current application solutions
· Acted as a liaison between Business Units and IT development teams on complex issues

Program Manager/Technical Support 24x7 Banking Environment (3 month contract), IBM 08/2003 – 11/2003
· Managed 10 to 50 technicians on site via telephone support and technical conference lines
· Upgraded major US banks network from Token Ring to Ethernet
· Upgraded all workstations from NT/2000/98/95 to Microsoft Windows XP
· Escalated to managers and directors as needed on Severity Level 1 Global Issues affecting 10 to 500 customers
· Developed a Knowledge System with Visual Basic and Microsoft Access




Web Developer/Technical Support, Clients: Various 01/2003 – 08/2003
· Developed several Websites
· Generated new sales and created new business leads
· Examples of Production Sites: http://www.helpinghandsvet.com

Support Analyst, Symian 01/2002 – 01/2003
· Performed Pre-Sales and Post-Sales Technical Support
· Designed and developed a Relational Database System utilizing Microsoft Access
· Provided recommendations for the most cost effective solutions

Tier II Technical Support Lead, Client: Boeing 09/1997 – 10/2001
· Provided Tier II Technical Support to a 30,000+ user base on a 24x7 basis
· Analyzed complex technical problems within DCAC applications
· Led the Event Coordination team which involved major issues and driving those issues to resolution via Conference Calls/Group Tech-Lines
· Acted as liaison between technical teams and management
· Wrote technical documentation and added solutions to the Knowledge Base
· Awarded three monetary awards for outstanding Customer Service and Problem Resolution
· Wrote Unix shell scripts to determine if processes were becoming unstable and not accruing server resources
· Owned Severity Level 1 production issues

Regional Software Support Specialist, EMC2 05/1999 – 09/2000
· Provided Level 2 and Level 3 post-sales software support on a majority of EMC Software products
· Setup and tested Storage Area Networks (SAN), including editing the Windows 2000 registry and various EMC setup files
· Awarded both level 2 and level 3 Customer Service monetary awards for exceptional Customer Service
· Team Lead of the Bellevue, Washington Office

Technical Support/Web Developer, University of Missouri-Columbia 08/1996 – 09/1997
· Provided computer support and training for all Residential Life staff, encompassing over 200 Professionals
· Installed new hardware and software, resolved networking issues, and removed viruses
· Developed a corporate Intranet utilizing Oracle 7 and PL/SQL custom stored procedures
· Network Administrator for 200 professionals utilizing Novell Netware
· Managed network performance including ensuring adequate bandwidth regardless of peak periods

Software Engineer, USA Group TRG, Inc. 09/1995 – 07/1996
· Programmed GUI windows utilizing Compuware's Uniface, trigger based 4GL
· Awarded Compuware's Uniface Developers Certificate for completing Compuware's software developers training
· Provided pre-sales and post-sales technical support to sales team during presentations and meetings
· Utilized the Rapid Application Development (RAD) Lifecycle

Programmer Analyst 10/1994 – 09/1995
· Maintained and developed translators and pre-formatters utilizing COBOL
· Developed Asynchronous (PC) and Bisynchronous (AS400) communication scripts utilizing MLINK and Unix scripting languages, concerning EDI
· Wrote both embedded SQL, within Cobol code, and interactive SQL in Unix shell scripts, in the Informix Relational Database Environment
· Provided Technical phone support to external customers including Aetna, Blue Cross Blue Shield, and Hospitals
· Utilized the Systems Development Lifecycle (SDLC)

EDUCATION & PROFESSIONAL DEVELOPMENT:

Bachelor of Science in Computer Information Systems – DeVry Institute of Technology, Phoenix, AZ – 1990 to 1994, Dean’s List
Supplemental Classes at Arizona State University and Glendale Community College
Published 30 Windows Phone 7 Applications