Michael Adkins 14400 Montfort Dr Unit 405 Dallas, TX 75254 (214) 926-7551

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I'm very interested in gaining a position in the field of computer technologies that offers a chance at

gaining experience with some new and exciting advancements that are taking place in today's technical

job market. I began working with computer technologies early on in their life cycles as a support

engineer for organizations that provide technical support for Fortune 500 companies around the globe.

As new computer technologies have been introduced I have proven to be an adaptive technical resource

with a willingness toward gaining the experience needed to understand and support these ongoing

technologies. Listed below is a concise description of my past experience with customer collaboration,

areas of technical expertise and troubleshooting experience:

Customer Collaboration

Manage an ongoing caseload using the business's case management software each issue will contain

its own: research, troubleshooting steps, scheduled customer contacts, customer email, next steps

to solution and case closure

Schedule conference calls / desktop sharing sessions with the onsite technical staff that is in charge

of researching the issue for their organization

Continually provide the customer with the next set of steps to take based on our ongoing research

of the issue, until the issue is resolved

If needed schedule customer callbacks that include third party vendor technical representatives to

address issues with product interoperability

Inter Process Collaboration

When necessary involve technical resources on the call from other specialties to ensure the

customer's issue is being addressed appropriately

If the issue is an escalation from an originating support level: Contact the customer and let them

know that their issue will be undergoing the recommended escalation procedures.

Review the decision making process for the issue's escalation and keep the customer updated on its

progress

Make sure the issue is documented as knowledge base article if the escalation does not meet the

required benchmark for product reparation

Technical Expertise

IP connectivity and routing

Internet Protocol (IP) routing

Remote web service deployments

Troubleshooting PKI certificate solutions for secure remote and internal client to server connections

Windows Server Virtual Private Network (VPN) deployment and connection issues

Open source network services: DHCP, DNS, RADIUS etc.

Michael Adkins 14400 Montfort Dr Unit 405 Dallas, TX 75254 (214) 926-7551

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Windows Server network services, deployments and troubleshooting

Windows client network connection issues both local and remote

Windows Active Directory deployments and replication issues

Windows Unified Communications services (Office Communications Server 2007 through Skype

Server for Business 2015) client and server deployments:

o Address Book service

o Unified communications services Active Directory integration

o Single Inline Protocol (SIP) usage for unified communication services

o User account phone number normalization and VOIP call routing for Windows unified

communications clients

o Audio Video Conferencing services and user conference management

o Audio Video Conferencing services and user conference Exchange \ Outlook integration features

o Application Sharing Conferencing services

o Persistent Chat deployment and troubleshooting

o Mobile Skype client deployment and troubleshooting

o Remote Skype client service deployments and troubleshooting for (PIC and open federation and

single remote Skype client scenarios)

o Supported Windows SQL Server backend deployments

o Understanding of the Windows SQL Transact language and relational database design

Microsoft Office 365 Online deployment and troubleshooting (Windows or Mac)

Hybrid deployments that include Exchange or Skype for Business on premise (hybrid) installations

Troubleshooting Expertise

Initially work with the customer at reproducing the issue while gathering all the needed

configuration and logging information from the client(s) / server(s) that are experiencing the issue

Review the gathered logs in detail and pinpoint the occurrence of the issue

Research the errant information from the prescribed logging for similar occurrences that take place

in similar environments

Determine if the issue is due to: third party hardware or software interoperability, a performance

issue with a client or server OS or application, an unsupported configuration. Use this information as

the basis for ongoing steps to resolution for the issue.

If the issues research concludes that the issue is a design flaw then: Make sure that the issue can be

reproduced locally, gather all required logs of the issue's reproduction, based on a positive

comparison of the legacy and reproduction logs, prepare the issue for an escalation procedure.