Joan Forcier
Duvall,WA
Summary
I am looking to obtain a challenging and exciting position where I can utilize my proven IT operational, project management skills and Incident Management experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Systems Engineer
Mindtree @ Microsoft
01.2018 - 01.2023
- Collaborated alongside Microsoft engineers and communication teams to ensure the timely and accurate delivery of customer-facing communications during crisis incidents to improve the overall customer experience
- Gathered technical details and used them to draft and publish comms sent to MS Identity, Azure, Office 365, Dynamics 365, and Xbox customers worldwide
- Collected incident and performance data from outage calls to generate presentations and reports utilized by Microsoft Identity leadership
- Trained and motivated team members, delegating work assignments and fostering a collaborative and high-performance work environment
- Conducted incident postmortem reviews, collaborating with Microsoft engineers and other stakeholders to identify and pursue opportunities for process improvement
- Partnered with Microsoft Identity leadership to coordinate cross-team efforts in drafting and publishing post-incident reviews (PIRs)
- Performed extensive user acceptance testing (UAT) of new applications, collaborating with developers, producing functional requirements, and submitting change requests and bug tickets to optimize application performance.
Project Management
HCL @ Microsoft
01.2015 - 01.2017
- Managed IT Network Tech Refresh projects using Agile methods for Project management, developed scope, scheduling, capacity planning, resource allocation, and project execution, which resulted in increased network through put and faster resource response times
- Replaced and decommissioned legacy network gear with current hardware standards
- Improved Service levels agreements which included service availability, quicker resource response within the datacenter
- Collaboration between various Service departments, Datacenter teams, MCIO and MLS to get the work done
- Ensured engineers followed new policies and procedures by implementing Agile methods
- Achieved an Increase in resource efficiency within Service groups by implementing newer technologies and support models
- Achieved a 15 % Increase in client satisfaction through higher quality of services by increasing Capacity and availability.
Capacity Provisioning Lead and Deployment Manager
ATOS @ Microsoft
01.2010 - 01.2015
- Developed and Managed the Incident management process and procedures using ITIL framework, and Service Operations guidelines: Defined SLA and KPI for Service desk and managed an offshore team of analysts
- Achieved a 20% decrease in the datacenter footprint by assisting customers in migrating to Azure services and decommissioning legacy hardware
- Contributed to all aspects of the software product lifecycle for the ECS ordering tool
- In addition, I managed the hardware infrastructure ordering and Deployment process to host the capacity application
- Achieved the required customer value adds, by providing quicker Mean time to Resolve, Service continuity, Security and availability which was measured and monitored on a weekly basis and contributed to continuous process improvement from 75% to 95%
- Created documentation and SharePoint knowledge base articles and FAQs which resulted in 25% quicker Incident and request resolutions
- Achieved SLA and KPI’s with the implementation of ECS, which reduced SLA cycle time and incident resolutions
- Tracked, monitored, and documented all process changes for MSIT Capacity Provisioning program
- Monitor capacity availability and ensure adequate availability for all Microsoft IT Virtual Machine builds and server deployments.
Lab Manager\ Senior Systems Engineer
Siemens @ Microsoft
01.2005 - 01.2010
- Provided technical, hardware and software support
- The Job Responsibilities, racking, stacking, cable management, imaging, troubleshooting hardware break-fix, decommissioning
- Promoted to Senior Systems Engineer after one year and was responsible for training new engineers
- Promoted to Lab Manager for B116 after six months, overall responsibilities cooling, power, and server maintenance
- Maintained customer SLA agreements and provided monthly review to management: SLAs was measured by support tickets and Lab uptime; 90 % SLA was consistently achieved
- Experience with a variety of server platforms, network infrastructure and network gear
- Worked across multiple teams and data centers globally and ability to successfully facilitate collaboration across multiple functions, departments and levels and serve as a role model for teamwork
- Proficient and knowledgeable with the use of Microsoft software and tools; GFSD, Devops, MS Interface, SNOW, ONE Asset, MSPOD, MS Project, T-SQL as well as Word, Excel, OneNote, Power point, SharePoint, DS view, RDP, Teams, Service now, ITSM
- Worked with Azure Portal, familiar with creating VM, storage accounts, setting up virtual networks and managing accounts.
Education
Associate of Science - Information Technolgy
Lake Washington Institute of Technology
Kirkland, WA06.2005
Skills
- Windows Server Administration
- Standard Operating Procedures
- Continuous Improvement
- Project Management
- Troubleshooting
- Cloud services
- Incident Response Planning
- ITIL framework knowledge
- Switches and routers
- Network Administration
- Capacity Planning
- Storage Area Networks
- Infrastructure Management
- Virtualization Technologies
- Configuration Management
- Network infrastructure administration
- Windows Server management
- System Troubleshooting
- Technical Support
- TCP/IP protocol
- Cloud Computing
- Hardware and software installation
- Helpdesk operations
- Hardware integration
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Adaptability and Flexibility
Contactemail
joanforcier1@gmail.com
References
- Pete Baker
- David Clark
- Bob Stracke
- Brent Pennington
- Rob Pietrone
- Mark Fasano
- Linda Barnes
Certification
- Certified Computer and Network Technician
Timeline
Senior Systems Engineer
Mindtree @ Microsoft
01.2018 - 01.2023
Project Management
HCL @ Microsoft
01.2015 - 01.2017
Capacity Provisioning Lead and Deployment Manager
ATOS @ Microsoft
01.2010 - 01.2015
Lab Manager\ Senior Systems Engineer
Siemens @ Microsoft
01.2005 - 01.2010
Associate of Science - Information Technolgy
Lake Washington Institute of Technology
- Certified Computer and Network Technician
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