Microsoft Enterprise Communications Support<br />Microsoft Store Event - Bellevue, WA <br />May 2011<br />
Nick Rosenfeld – Issaquah, WAPrincipal Escalation Engineer (UC) – 11 Years @ MSFT<br />At Microsoft<br /><ul><li>Support E...
Technical Lead (Exchange)
Escalation Engineer (Exchange)
Escalation Engineer (Live Meeting, OCS, Lync)
Principal Escalation Engineer (Unified Communications)</li></ul>Prior to Microsoft<br /><ul><li>System Administrator at Fl...
Microsoft College Hire</li></ul>Education Background<br /><ul><li>BS degree in Decision and Information Sciences from the ...
System Center<br />Advisor<br />
The System Center Advisor Story<br />5<br />Give you “up to date” Microsoft knowledge to help you prevent problems and rea...
System Center Advisor Customer Benefits<br />Help resolve issues faster<br />Help reduce downtime<br />Proactively avoid p...
System Center Advisor Features<br /><ul><li>Alerts for unpatched, misconfigured, unsupported configurations
Ongoing assessment of server configuration, with weekly summary email
Assess and understand configurations from virtually anywhere </li></ul>Proactively avoid problems<br /><ul><li>Access curr...
Share server configuration data with internal or Microsoft support staff
Instant access to guidance and forums related to identified issues</li></ul>Help resolve <br />issues faster<br /><ul><li>...
Comparison with best practices
Access centralized data of a deployment’s configurations</li></ul>Help reduce <br />downtime<br />
How Does it Work?<br />8<br />Advisor Cloud Service<br /><ul><li>Uploaded data is analyzed
Alerts and recommendations added to customer portal</li></ul>Analysis & <br />Aggregation<br />Web Site<br />End User<br /...
Review configuration</li></ul>Microsoft Customer <br />Support Services and Product Teams<br />Daily upload from customer<...
Configuration</li></ul>Periodic download to customer<br /><ul><li>Updated rules
New configuration points
Agents are installed on each server and run continuously
Internet connected servers upload data daily
Agents in private networks can route through an internet connected gateway
Collected data is written to a file for customer visibility</li></ul>Private Network<br />Legend<br />Agent<br />Gateway<b...
Viewing a Set of Alerts<br />9<br />
Available Online Now     www.SystemCenterAdvisor.com<br />10<br />
Steve Justice – Issaquah, WAPrincipal Escalation Engineer (Exchange) – 13 Years @ MSFT<br />At Microsoft<br /><ul><li>Supp...
Technical Lead (Outlook)
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Microsoft Enterprise Communications Event

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  • Tell the story that usually when an IT Admin installs an Exchange server, from the server’s perspective all the services are running and no errors appear in the logs… but reality is that someone can’t connect.  Then it’s difficult to troubleshoot where the problem is, etc. I often use this 50 second video to close off the discussion: http://www.youtube.com/watch?v=OAzJqCtgw_0 
  • Microsoft Enterprise Communications Event

    1. 1. Microsoft Enterprise Communications Support<br />Microsoft Store Event - Bellevue, WA <br />May 2011<br />
    2. 2. Nick Rosenfeld – Issaquah, WAPrincipal Escalation Engineer (UC) – 11 Years @ MSFT<br />At Microsoft<br /><ul><li>Support Engineer (Exchange Server)
    3. 3. Technical Lead (Exchange)
    4. 4. Escalation Engineer (Exchange)
    5. 5. Escalation Engineer (Live Meeting, OCS, Lync)
    6. 6. Principal Escalation Engineer (Unified Communications)</li></ul>Prior to Microsoft<br /><ul><li>System Administrator at Florida Museum of Natural history (3 years)
    7. 7. Microsoft College Hire</li></ul>Education Background<br /><ul><li>BS degree in Decision and Information Sciences from the University of Florida</li></ul>Personal<br /><ul><li>Hobbies & interests – travelling, live music and playing squash</li></li></ul><li>Commercial Technical Support<br />Highest level of Support<br />Helps small businesses and Fortune 500 companies<br />Deep troubleshooting of configuration issues<br />Debugging / Code level analysis<br />Partner with Product Groups<br />3<br />
    8. 8. System Center<br />Advisor<br />
    9. 9. The System Center Advisor Story<br />5<br />Give you “up to date” Microsoft knowledge to help you prevent problems and react to critical situations in the form of an automated system<br />rules<br />+configuration history!<br />Customer experiences<br />
    10. 10. System Center Advisor Customer Benefits<br />Help resolve issues faster<br />Help reduce downtime<br />Proactively avoid problems<br />Increase awareness and proactively avoid problems with server deployments through ongoing assessment and alerting of configuration from a cloud service<br />Resolve issues faster by providing Microsoft or internal support staff current and historical views into configuration to get up to date solutions for issues<br />Help reduce downtime and improve performance of servers through proactive scanning for known configuration issues and comparison with best practices. <br />System Center Advisor is a cloud service that proactively scans a customer’s server environment to help them gain insight into server configuration problems, resolve issues faster with support staff, and reduce server downtime, all with the security features to meet customer needs. <br />
    11. 11. System Center Advisor Features<br /><ul><li>Alerts for unpatched, misconfigured, unsupported configurations
    12. 12. Ongoing assessment of server configuration, with weekly summary email
    13. 13. Assess and understand configurations from virtually anywhere </li></ul>Proactively avoid problems<br /><ul><li>Access current and historical configuration data
    14. 14. Share server configuration data with internal or Microsoft support staff
    15. 15. Instant access to guidance and forums related to identified issues</li></ul>Help resolve <br />issues faster<br /><ul><li>SQL Server knowledge & Windows Server knowledge
    16. 16. Comparison with best practices
    17. 17. Access centralized data of a deployment’s configurations</li></ul>Help reduce <br />downtime<br />
    18. 18. How Does it Work?<br />8<br />Advisor Cloud Service<br /><ul><li>Uploaded data is analyzed
    19. 19. Alerts and recommendations added to customer portal</li></ul>Analysis & <br />Aggregation<br />Web Site<br />End User<br />Knowledge <br />& Content<br />Collected <br />Data<br />Web Portal<br /><ul><li>Review alerts and solutions
    20. 20. Review configuration</li></ul>Microsoft Customer <br />Support Services and Product Teams<br />Daily upload from customer<br /><ul><li>Alerts
    21. 21. Configuration</li></ul>Periodic download to customer<br /><ul><li>Updated rules
    22. 22. New configuration points
    23. 23. Agents are installed on each server and run continuously
    24. 24. Internet connected servers upload data daily
    25. 25. Agents in private networks can route through an internet connected gateway
    26. 26. Collected data is written to a file for customer visibility</li></ul>Private Network<br />Legend<br />Agent<br />Gateway<br />Customer Datacenter <br />Agent & Gateway<br />
    27. 27. Viewing a Set of Alerts<br />9<br />
    28. 28. Available Online Now www.SystemCenterAdvisor.com<br />10<br />
    29. 29. Steve Justice – Issaquah, WAPrincipal Escalation Engineer (Exchange) – 13 Years @ MSFT<br />At Microsoft<br /><ul><li>Support Engineer (Exchange Client, Outlook)
    30. 30. Technical Lead (Outlook)
    31. 31. Escalation Engineer (Outlook, Exchange)
    32. 32. Principal Escalation Engineer (Exchange)</li></ul>Prior to Microsoft<br /><ul><li>Military Intelligence (Electronic Warfare) with US Army
    33. 33. Systems Administrator at USA.Net, Colorado Springs School District</li></ul>Education Background<br /><ul><li>MS degree in Computer Information Systems from the University of Phoenix</li></ul>Personal<br /><ul><li>Hobbies & interests – skiing, boating, traveling with family</li></li></ul><li>Remote Connectivity Analyzer<br />
    34. 34. Ever seen this?<br />
    35. 35. AD<br />CAS<br />MBX<br />Hub<br />
    36. 36. AD<br />ISA<br />CAS<br />MBX<br />Hub<br />DNS<br />
    37. 37. www.TestExchangeConnectivity.com<br />AD<br />CAS<br />MBX<br />Web Site<br />ISA<br />Hub<br />
    38. 38. www.TestExchangeConnectivity.com<br />AD<br />CAS<br />MBX<br />Web Site<br />ISA<br />Hub<br />
    39. 39. www.TestExchangeConnectivity.com<br />AD<br />CAS<br />MBX<br />Web Site<br />ISA<br />Hub<br />
    40. 40. Step 1: Lookup domain name in DNS<br />Walk through each step…<br />Returned IP address: 145.65.1.124<br />Step 2: Connect to IP address 145.65.1.124 on port 443<br />Connection established<br />Step 3: Verify certificate<br />Common Name doesn’t match<br />
    41. 41. Tools<br />Authoring and Publishing<br />
    42. 42. 3-Part Series on Debugger Extensions<br />Mar. 2011 : Fundamentals<br />May 2011 : Output<br />June 2011 : Clients and Callbacks<br />Writing Debugger Extensions<br />Debugging more efficiently/correctly<br />ProcDump and system tools available on Microsoft TechNet via: www.SysInternals.com<br />MSDN Magazine – Debugging API<br />Andrew Richards (Senior EE)<br />Reviewer: Drew Bliss (Principal SDE)<br />
    43. 43. Brunda Nagalingaiah – Issaquah, WASenior Escalation Engineer 11 Years @ MSFT<br />At Microsoft <br /><ul><li>Support Engineer (COM/MTS, Windows Application Compatibility)
    44. 44. Technical Lead (Developer Support Messaging API’s)
    45. 45. Escalation Engineer (Outlook)
    46. 46. Senior Escalation Engineer (Exchange)</li></ul>Prior to Microsoft<br /><ul><li>Application Developer at SAS Solutions in India (3 Years)</li></ul>Education Background<br /><ul><li>Bachelor of Engineering in Computer Science from Bangalore University</li></ul>Personal<br /><ul><li>Live in Redmond with husband and 2 Children</li></ul>Love being at Microsoft supporting customers!!! <br />
    47. 47. Exchange Best Practice Analyzer<br />
    48. 48. Exchange 2010 BPA<br />Scans Exchange environments to identify known issues<br />
    49. 49.
    50. 50.
    51. 51.
    52. 52.
    53. 53. Exchange 2010 BPA<br />Rules suggested, written, tested by those who know customers best – Escalation Engineers!<br />New rules added regularly<br />Available at:http://technet.microsoft.com/exchange<br />
    54. 54. More Information<br />Talk with any of the Microsoft CSS Team Members here tonight<br />Contact CSSJOBS@microsoft.com<br />Visit: http://www.microsoft-careers.com/go/Customer-Support-Jobs/194487/<br />

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