1. Michael Adkins
14400 Montfort Dr Unit 405
Dallas, TX 75254
(214) 926-7551
Page | 1
I'm veryinterestedingainingapositioninthe fieldof computertechnologiesthatoffersachance at
gainingexperience withsome new andexcitingadvancementsthatare takingplace intoday'stechnical
jobmarket.I beganworkingwithcomputertechnologiesearlyonintheirlife cyclesasa support
engineerfororganizationsthatprovide technical supportforFortune 500 companiesaroundthe globe.
As newcomputertechnologieshave beenintroducedIhave proventobe anadaptive technical resource
witha willingnesstowardgainingthe experienceneededtounderstandandsupportthese ongoing
technologies.Listedbelowisaconcise descriptionof mypastexperience withcustomercollaboration,
areas of technical expertise andtroubleshootingexperience:
Customer Collaboration
 Manage an ongoingcaseloadusingthe business'scase managementsoftwareeachissue will contain
itsown: research,troubleshootingsteps,scheduledcustomercontacts,customeremail,nextsteps
to solutionandcase closure
 Schedule conference calls/desktopsharingsessionswiththe onsitetechnical staff thatisincharge
of researchingthe issue fortheirorganization
 Continuallyprovide the customerwiththe nextsetof stepstotake basedon ourongoingresearch
of the issue,until the issueisresolved
 If neededschedulecustomercallbacksthatincludethirdpartyvendortechnical representativesto
addressissueswithproductinteroperability
Inter Process Collaboration
 Whennecessaryinvolvetechnical resourcesonthe call fromotherspecialtiestoensure the
customer'sissue isbeingaddressedappropriately
 If the issue isanescalationfroman originatingsupportlevel:Contactthe customerandletthem
knowthat theirissue will be undergoingthe recommendedescalationprocedures.
 Reviewthe decisionmakingprocessforthe issue'sescalationandkeepthe customerupdatedonits
progress
 Make sure the issue isdocumentedasknowledge base article if the escalationdoesnotmeetthe
requiredbenchmarkforproductreparation
Technical Expertise
 IP connectivityandrouting
 InternetProtocol (IP) routing
 Remote webservice deployments
 TroubleshootingPKIcertificate solutionsforsecure remote andinternal client toserverconnections
 WindowsServerVirtual Private Network(VPN) deploymentandconnectionissues
 Opensource networkservices:DHCP,DNS,RADIUSetc.

2. Michael Adkins
14400 Montfort Dr Unit 405
Dallas, TX 75254
(214) 926-7551
Page | 2
 WindowsServernetworkservices,deploymentsandtroubleshooting
 Windowsclientnetworkconnectionissuesbothlocal andremote
 WindowsActive Directorydeploymentsandreplicationissues
 WindowsUnifiedCommunicationsservices(Office CommunicationsServer2007 throughSkype
ServerforBusiness2015) clientandserverdeployments:
o AddressBookservice
o UnifiedcommunicationsservicesActive Directoryintegration
o Single InlineProtocol (SIP) usage forunifiedcommunicationservices
o User account phone numbernormalizationandVOIPcall routingforWindowsunified
communicationsclients
o AudioVideoConferencingservicesanduserconference management
o AudioVideoConferencingservicesanduserconference Exchange Outlookintegrationfeatures
o ApplicationSharingConferencingservices
o PersistentChatdeploymentandtroubleshooting
o Mobile Skype clientdeploymentandtroubleshooting
o Remote Skype clientservice deploymentsandtroubleshootingfor(PICandopenfederationand
single remote Skype clientscenarios)
o SupportedWindowsSQLServerbackenddeployments
o Understandingof the WindowsSQLTransact language and relational database design
 MicrosoftOffice 365 Online deploymentandtroubleshooting(WindowsorMac)
 Hybriddeploymentsthatinclude ExchangeorSkype forBusinessonpremise (hybrid) installations
Troubleshooting Expertise
 Initiallyworkwiththe customeratreproducingthe issue while gatheringall the needed
configurationandlogginginformationfromthe client(s) /server(s) thatare experiencingthe issue
 Reviewthe gatheredlogsindetailandpinpointthe occurrence of the issue
 Researchthe errantinformationfromthe prescribedloggingforsimilaroccurrencesthattake place
insimilarenvironments
 Determine if the issue isdue to:thirdpartyhardware or software interoperability,aperformance
issue withaclientor serverOSor application,anunsupportedconfiguration.Use thisinformationas
the basisfor ongoingstepstoresolutionforthe issue.
 If the issuesresearchconcludesthatthe issue isa designflaw then:Make sure thatthe issue can be
reproducedlocally,gatherall required logsof the issue'sreproduction,basedonapositive
comparisonof the legacyand reproductionlogs,prepare the issue foranescalationprocedure.