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Skills
and Tools
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Technical
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Expert at Forums Management with 7
years experience.
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Expert at Microsoft Office Suite
with 16 years experience.
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Expert at product support with 16
years experience.
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Expert gaming experience with Xbox
360, Nintendo Wii and DS, and other online games with 20 years
cumulative experience.
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Skilled at research, investigation
and data analysis with 20 years experience.
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Skilled at Windows Server
management, with 5 years experience.
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Skilled at Active Directory
management, with 5 years experience.
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Adept at Exchange Server
Administration with 4 years experience on prior versions.
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Adept at Technical Writing with 4
years experience and 1 published technical book.
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Adept at SQL queries with 2 years
self-taught experience.
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Adept level C# experience with 5
years experience.
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Hobby level HTML experience with 15
years self-taught experience.
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Hobby level XML experience with 8
years experience.
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Lead
author – Google on the Go: Using an Android-Powered Mobile
Phone, ISBN 978-0789739537
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Microsoft
Outlook MVP, April 2008 - present
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Work
Experience
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Demand
Media
Bellevue,
WA
5/2008
- 3/2010
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Tier
3 Support Analyst
Administer, manage, deploy and
provide support for multiple high profile Internet websites
(eHow.com, Trails.com, LiveStrong.com, GolfLink.com, Cracked.com,
mania.com) as well as the eNom.com registrar and domain services
platform
Perform data analysis for page
views and click through rates to ensure that there were no issues
with the web properties
Develop troubleshooting guides
and operational procedural documentation for Tier 2 support
members
Develop C# based tools to
assist Tier 2 support
Develop scripts as well as C#
based tools to assist in collecting data from servers
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Sakson
and Taylor
Redmond,
WA
12/2007-5/2008
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Siemens
IT Technical Solutions
Redmond,
WA
5/2006-1/2007
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Windows
Live Beta Coordinator
Managed customer
communications (email and website).
Managed multiple Connect
websites.
Plotted long-term growth of
Windows Live Beta Tester Community.
Provided support to beta
customers via multiple newsgroups and email support aliases.
Reported against newsgroups,
e-mail support aliases and SQL databases.
Triaged bugs submitted by
customers for handoff to Product Teams.
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Microsoft
Corporation
Redmond,
WA
4/2003-12/2005
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Newsgroups
Administrator
Worked across groups to guide
adopters of community technologies:
Helped to determine what
technologies were right for the business.
Ensured newsgroup names
balanced limitations vs. usability.
Maintained and managed a
public and private newsgroup structure:
Regularly ensured that
services (NNTP replication, post filters, newsgroup
accessibility) were functioning.
Independently developed tools
(using C#) to assist in day-to-day duties and troubleshooting of
the NNTP system.
Managed an Active Directory
comprised of approximately 250 user accounts.
Managed permissions to access
approximately 1300 private newsgroups.
Managed filters designed to
block unwanted posts.
Reviewed removal logs to
verify a minimum of false positives.
Reported upon activity
surrounding newsgroup cluster.
Enforced Microsoft’s
Community Terms of Use and Rules of Conduct by removing spam and
offensive postings discovered through:
Active monitoring of 20
microsoft.public newsgroups.
Reports to Microsoft’s
Contact Us page.
Reports from Microsoft’s
MVPs.
Wrote and maintained FAQs
surrounding reporting methods
Actively managed, moderated
and participated in the Microsoft public and private newsgroups:
Answering ‘meta’ questions
regarding the newsgroups themselves.
Reporting server outages and
less severe problems to end users.
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Microsoft
Corporation
Redmond,
WA
9/2001-4/2003
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MVP
Lead
Coordinated world-wide
Microsoft MVP (community influencer) program engagement within my
products.
Initiated, developed, and
delivered on a long-term global strategy to reach the online
technical communities.
Organized product specific
content within my products for major annual events attended by
over 2,000 MVPs.
Interacted with 200+ MVPs via
email, instant messaging, phone, and ‘face to face’ meetings.
Monitored and participated in
private newsgroups to build camaraderie and to head off potential
issues.
Represented the MVP Program
at numerous Trade Shows and regional events.
Coordinated speaking
engagements for Subject Matter Experts for local User Groups.
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Microsoft
Corporation
Charlotte,
NC
4/1998-9/2001
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Product
Support Engineer
Provided frontline and second
level phone based technical support for Microsoft Small Business
Server.
Provided frontline newsgroup
based technical support for Microsoft Small Business Server.
Wrote, edited and delivered
portions of the Small Business Server Roadshow.
Wrote and reviewed KB
articles.
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Stream
International
Canton,
MA
5/1993-4/1998
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Product
Support Engineer
Provided frontline phone based
technical support for Microsoft Word, Microsoft Access, Microsoft
Mail and Microsoft Exchange.
Provided second level phone
based and in-person technical support Microsoft Access, Microsoft
Mail and Microsoft Exchange.
Delivered technical training
in Microsoft Exchange to newly hired employees.
Managed a Microsoft Exchange
server for approximately 100 employees.
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Computers, Internet and
current technology.
Online technical and social
communities.
Creative writing
and blogging (http://www.jaydeflix.com/blog
and http://www.cooklocal.com).
Politics and current events.
Gaming (board and console).
Outdoor activities (kayaking,
running).
Cooking.
Photography.
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