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John S. Cruz
Sr. Engineer at Mindtree Limited
I am currently serving as a Major Incident Manager at Microsoft for the Core Services
Engineering and Operations organization (CSEO). The delivery of superior customer service
has always been my number one priority and new technologies are my number one passion. I
strive to set the standard for customer satisfaction and quality workmanship.
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Work Experience
Microsoft (Mindtree Limited) - Sr. Engineer - Escalation Management
08/2017 - Present
- Acts as a Facilitator during Major Incidents, Crises, and other broadly impacting events
- Engages and manages workload and priorities of key stakeholders and participants in Major Incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans
- Interacts directly with Customers, Microsoft executive leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Crises
- Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident and Crises’ stakeholders/participants for beginning the Problem Management cycle
- Record, coordinate, and report on progress of ‘Repair Item’ output from Post Incident Reviews, and RCA exercises
- Provide feedback and drive improvements with current tools and process; driving initiatives to the appropriate group, for proactive design changes and implementation or business risk assessment for MI causal factors
- 97% Customer satisfaction rating. Goes above and beyond to seek customer satisfaction- establishing and improving relationships. Over 290 support requests taken in 10 months
- Work ethic and dedication to deliver superior support allowed for the quick progression into the Premiere Support Queues.
- Assists technical leads in the successful onboarding of new support engineers; instructs leads on the execution and development of PowerShell Scripts, system processes, and team standards
- Builds key business relationships and trust with customer contacts and Technical
Account Managers.
- Responds to and resolves critical customer issues with the ability to quickly
identify customer issues to either Azure Services or the Azure Platform
- Conducts in-depth diagnostics on Azure platform and services, and collaborates
with Engineering groups effectively.
- Develops scripts to automate troubleshooting activities and explorer diagnostic
opportunity on Tenant based monitoring/alerts.
Olympic Eagle Distributing – Jr. Systems Admin
05/2015 - 07/2017
- Received Highest Ratings: Customer Relations, Dependability, Quality of Work, Excellent Written and Verbal Communication Skills, and Leadership Qualities.
- Performed vulnerability assessments, documentation, and provided reports to senior management
- Strong understanding administering a Windows environment, utilizing protocols such as: Active Directory, Account Management, DNS, Print Management, and Exchange Services.
- Provides desktop support to over 300 internal end users both locally and remotely. Able to triage customer requests as needed to ensure maximum productivity and efficiency.
- Manages the security and compliance of over 350 mobiles devices utilizing Microsoft Windows, Apple iOS, and Android OS devices.
- Advanced-level proficiency with Microsoft Office applications.
- Hosted and Created a virtualized environment utilizing Hyper-V within Server 2016, containing 8 virtual machines- used to enhance the training of the Green River College Pacific Rim Collegiate Cyber Defense Competition team.
US Army – Sr. Radio and Communications Security Repairer
02/2002 - 03/2014
- Over 12 years combined of board level troubleshooting computer hardware, audio visual equipment, and communications equipment. Completed repairs on hundreds of devices, ranging from computer hardware, communications equipment, ocular
devices, and A/V equipment.
- Served as the Senior Radio and Communications Security Repairer and Manager for a Brigade Level Electronics Maintenance Shop.