Summary
Overview
Work History
Education
Skills
Timeline
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Joshua Springer

Everett,Washington

Summary

Results-driven engineering professional prepared to tackle challenging technical issues with precision. Known for impactful contributions in managing critical escalations and ensuring timely resolution of client concerns. Focused on team collaboration and consistently achieving high standards.

Overview

12
12
years of professional experience

Work History

Senior Support Escalation Engineer

Microsoft
01.2020 - 06.2025
  • Delivered technical expertise in Azure Stack Hub, in both direct technical support and consulting services pertaining to infrastructure and tenet level issues.
  • Provided support for hybrid cloud environments.
  • Checked every vector pertaining to physical and virtual components such as- storage clusters, VM clusters, network resources, system compliance (patching) and monitoring alerts.
  • Collaborated closely with cross functional teams to develop and implement break/fix solutions pertaining to their hybrid environments, utilizing such tools as Powershell and KQL.
  • Utilized tools for network analysis (packet capture), analysis of XML logs based on system/application events, KQL logs, consulting on infrastructure like JSON deployments.
  • Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
  • Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
  • Mentored junior engineers, improving their problem-solving abilities and overall productivity.
  • Streamlined communication between support teams, resulting in improved collaboration and faster resolution times.
  • Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
  • Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
  • Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
  • Participated in weekly review meetings with senior management, reporting on key metrics related to escalation handling performance.


WADE Lead- Azure Fairfax

ASM Research
12.2015 - 01.2020
  • Provided 24/7 support for Federal Cloud Computing Enterprise Environment.
  • Identified, analyzed, and collected preliminary data via Windows Server logs, SCOM monitoring, and analysis tools such as Wireshark to identify and recommend effective solutions for possible system issues.
  • Worked with other teams to ensure that the correct fix is being put into place.
  • Provided OS upgrades, admin hotfixes, and ad hoc steps to resolve blocked deployments.
  • Developed PowerShell scripts and SQL queries that help retrieve vital data that is necessary for accurate reporting.
  • Acted as the WADE lead which involved me assigning tasks, writing schedules, and performing reviews.
  • Ran meetings and provided up-to-date reports on the overall performance of the team.
  • Trained and coached my team mates on rules and procedures as well as writing new and editing current Training Service Guides for policy and procedure of tasks.

Tier 2 Lab Engineer (Systems Admin)

VMC Volt
10.2014 - 12.2015
  • Senior Lead and functionally the backup manager for the team
  • Optimized equipment utilization through effective scheduling and maintenance, reducing downtime.
  • Provided updates and the team's status to all Project Managers on the project.
  • Provided management consulting, IT selections & implementation services, and IT Infrastructure management services to Fortune 1000 clients.
  • System administrator to 465 virtual and physical servers.
  • Worked requests to successfully meet SLA’s and customer service goals and I serve as an escalation point for Tier 1 agents.
  • Team Lead for Tier 2 agents, and aid in Administration and support of the Lab IT infrastructure, SAN storage, backup solutions, SharePoint, IIS, SQL, or Exchange.
  • Documented opinions and strategies for others to review and discuss, suggesting multiple solutions to complex performance problems.
  • Acted as an effective advocate within the operations team for difficult issues, processes, and methodologies.
  • Utilized Symantec Backup Exec for system backups- I reviewed all errors and troubleshot connectivity to the servers which are EMC2.
  • Used DataDomain to monitor for space and health of the data domain.
  • Also used VMM and Hyper-V fail over cluster manager to manage the Virtual Machines.

Service Operations Engineer - Azure

VMC Volt
09.2013 - 09.2014
  • Provided technical engineering support for the implementation and deployments of complex service architectures hosted on the Azure cloud system.
  • Performed monitoring and maintenance management for SQL Servers within the Azure platform.
  • Provided root cause analysis and problem prevention for incidents, monitored application performance and resolved critical production service issues, and established regular service deployment rhythm.
  • Documented system troubleshooting and operations guides and created protocols for documenting cases.
  • Troubleshot complex support issues, identified root causes and mitigations.
  • Worked with the team to drive towards 99.9% service availability on Windows 8 Online Backup, SCOM Outside In, Windows Azure Monitoring, Cloud Manageability and AppDiagnostics.
  • Worked with Program Management and Service Engineers to resolve issues and drive key reliability measures for SLAs and KPIs.
  • Contributed to managing a large Azure hosted service – including SQL Azure, ACS and Storage.
  • Provided technical expertise to perform root cause analysis of service interrupting incidents and develop strategies to prevent reoccurrence.
  • Change management duties included- filing peer reviews, running change advisory boards (cab), review meetings and complete change requests.
  • Responsible for reviewing change requests and for troubleshooting compute and backup incidences for the hyper virtual machine recovery.
  • Generated data and wrote reports for my direct manager and the management team.
  • Ran deployments to build servers that test and monitor service transactions.
  • Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.

Education

Information Security

University of Phoenix
Tempe, AZ
06-2012

Skills

  • Customer support
  • Cross-functional support
  • Escalation procedures
  • Incident management
  • SLA compliance
  • Customer service
  • Problem-solving
  • Technical troubleshooting
  • Analytical thinking
  • Powershell Scripting
  • SQL and KQL

Timeline

Senior Support Escalation Engineer

Microsoft
01.2020 - 06.2025

WADE Lead- Azure Fairfax

ASM Research
12.2015 - 01.2020

Tier 2 Lab Engineer (Systems Admin)

VMC Volt
10.2014 - 12.2015

Service Operations Engineer - Azure

VMC Volt
09.2013 - 09.2014

Information Security

University of Phoenix

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Joshua Springer