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Support IBM Cloud Managed Services (CMS) clients at the Windows Operating System level across 20K+ Servers globally dispersed among all continents and regions hosted on VMware Infrastructure (5.x\6.x).
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Install, configure and troubleshoot clustering solutions by Veritas VCS (Infoscale).
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Highly responsive and globally aware customer service relations with communication and documentation key.
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Leveraged IBM TSM/Big Fix for patch management across Windows Platforms during change control approved windows.
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Assisted Windows Below Hypervisor Team (BHT) within Active Directory troubleshooting Group Policy affecting CMS clients.
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Engaged in failed automation of VM creation to ensure timely and efficient delivery to the customer.
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Troubleshoot OS leveraging native and 3rd party tools.
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Corporate Windows VM patching on thousands of VM's done on a weekly basis, utilizing IBM BigFix or manually when necessary.
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Critical patches kept up to date, specific patches per customer request.
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V2V as needed utilizing VMware converter.
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Document and provide evidence into Root Cause Analysis submissions.
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Helped support and update corporate security utilizing SEP.
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Submit and implement Change Control with documentation, test plans, back-outs, verification, and notification steps.
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Created and maintained HC script, using PowerShell, to be viewed by Project managers, DPE's, customers, etc.
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Work across support functions (in Same Time group chats and conference bridges and Slack) to resolve Severity 1 incidents and MCO's (Multi-Customer Outages).
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Created and maintained a centralized Runbook used by the Windows Hypervisor Team, in order to leverage and perform standard team operations.