Bryan
McMurray

Hi Microsoft, I'm a 36 years old Tech Team Lead with a
knack to Identify, Design & Implement Solutions

Experience

2021 - Present

Azure Technical Advisor

@ Microsoft

Identify and analyze skill-gaps in the team and contribute to the creation of readiness plans & content working with readiness and training teams.

Perform technical mentoring of others to share technical expertise and provide coaching, and role readiness training.

Help the SEs drive resolution of customer requests and provide feedback for future growth.

Provide regular detailed meaningful feedback on my engineer's technical/readiness

Role: Technical Team Lead
Assist in reactive case management duties and perform thorough case reviews and customer wellness checks (technical review/triage, case progression, case wellness, SIE monitoring).

Conduct proactive Case Management and Quality Reviews (per direction from SEM).

Promote consistent use of DDX (Delivery Design & Execution) capabilities (first quality response, swarming, case documentation, customer expectation mgmt., etc.) and ensure the right individuals and resources are in place to resolve issues in a timely fashion.

Approve and review escalations, and be available to act on manager behalf.

Role: Quality improvement
Recognize and Develop training/brownbags on technologies supported by the team that are not covered in Core training.

Contribute to team success by sharing learnings in both process and technical skills. Where possible leverage existing content.

Contribute to Wiki Content, triages, brown bags and other opportunities to develop or assist with knowledge sharing.

Role: Technical
Take the lead on identifying opportunities to improve the support deliver process at a global level.

Initiative to create processes that improve business operations across critical and high impacting areas.

Lead team members to contribute and support for positive organizational change.

Develop and present outcomes and KPI's to leadership.

Build and maintain relationships Globally, across Delivery Units and Lines of Business including CXP and PG.

Role: Operational Advisory

2020 - 2021

Azure Iaas Support Engineer

@ Microsoft

Responsible for the customer support experience with Microsoft.
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
Identify cases that require escalation (either technically or strategically).
Create and maintain incident management requests to product or engineering group.
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience.
Provide ramp activities, knowledge sharing, technical coaching and mentoring.
Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
Lead and participate in building communities with peer delivery roles.

Role: Support Engineer
Technical Leadership - handle technically challenging and politically sensitive customer situations.
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
Ability to discover, recognize and assess alternate solutions to a problem.
Ability to have effective communication with various stakeholders within and outside of Microsoft.

Role: Support
Microsoft Azure Architecture - Fabric, Compute, Storage.
Azure IaaS deployments and administration.
OS Internals concepts, built-in diagnostics, Active Directory and Security (Windows and or Linux).
Virtualization and virtual system administration.
SAN/NAS, Hyper-V/VMWare, iSCSI Networking concepts TCP/IP, NAT, DNS.
Troubleshooting tools including Sysinternals, Fiddler, Netmon, NetStat, Tracert etc.
IaaS resilience and scalability.

Role: Technical
Proactive and reactive Team case review to ensure best customer care.
Identify knowledge/skill gaps, ensure team has training material to close the gaps.
Act as bridge between teams to facilitate cooperation and knowledge share.
Provide ramp activities for engineers, knowledge sharing and technical coaching.
Synchronize Managers objectives with team while being advocate of both.
Collaborate effectively with internal and external teams to solve issues and improve business processes to provide improved support experience.
Ensure successful landing of new feature onboarding, tools, and processes.
Identify, report trends/emerging issues for the business and provide possible solutions.
Contribute to improvement of internal documentation, tools, and processes.

Role: Advisory

2016 - 2020

Product Development Manager

@ MSK Health

I am the System Admin for over 30 PC's, responsible for Operating System, Software (RMM, Office 365, Electronic Healthcare Records, Security Suite, etc) and Hardware.
I am responsible for the network of 4 locations, managing, deploying, supporting, and maintaining firewall, and network architectures.

Role: Administrator
In March 2020, due to the COVID19 outbreak and closure of all clinics, a task force was setup to rapidly develop and implement a Telehealth system for our over 5'000 patients. Within 2 weeks our open beta was live. Including Online Booking, Physician hand-off and Video-Call. This involved strategic planning and design to facilitate rapid development for a cross-functional agile team.

Role: Product Owner
I am responsible for all Web and Cloud resources. This involves Web Design (HTML/CSS), as well as Domain Managment (Registrar, SSL, DNS), Hosting Services, Email Hosting. I currently build and maintain 8 websites, 5 hosting services, 10 domains, and 40 email accounts. Mostly running Cpanel, Plesk, Exchange, Joomla, Wordpress and google analytics.

Role: Designer and Administrator
The Company was launched with a core product idea, I was assigned to research the U.S. markets specific needs, to uncover and discover new opportunity areas. This involved extensive travel to meet with customers and lead ideation sessions, analysis and reporting to define the product vision and roadmap.

Role: Product Research and Developer

2011 - Present

Product Management & Development

@ Global Wellness

In the clinics there are many technological components to aid the user, the Physician, and the Business Model. I am responsible for ideation, development, and implementation of technology to aid the business achieve greater efficiency as well as user experience. This involves solutions such as automated sign-ins, welcome screens, interactive media points, online communication solutions, etc.

Role: User experience Design
I am the System Admin for over 30 PC's and 3 Servers. responsible for Operating System, Software (RMM, Office 365, Electronic Healthcare Records, Security Suite, etc) and Hardware.
Azure IaaS and SaaS (VMs, Storage, AD, Office, etc.).
I am responsible for the network of 4 locations, managing, deploying, supporting, and maintaining firewall, and network architectures.

Role: Administrator
We are constantly exploring new product ideas. We collaboratively identify new business opportunities and uncover unmet user needs. This involves moving easily from a holistic view down to minute detail, many failed products, and a few successful ones. We focus on research and data analysis, combined with Design Thinking.

Role: Design and Development
As a permanent role, I am responsible for ensuring Brand Strategy in maintained throughout the business and user experience. This involves overseeing Designers, Architects, Software, Multimedia, Advertising, etc. I have experience in multiple disciplines which helps me understand and facilitate cross-functional teams and lead a cohesive end-user experience.

Role: Brand Lead

2008 - 2011

Design, Branding and Multimedia

@ Global Wellness

All graphic Design components were created by me, following, and enforcing the Brand Identity. This involves design artifacts such as patient forms, brochures, signage, presentations, internal documentation, customer reports, advertising materials, etc. Using tools such and Photoshop, Illustrator, InDesign.

Role: Graphic Design
The Website was my responsibility to develop and maintain. This involved HTML and CSS, combined with visual and graphic design to grow the online presence as well as keeping it up to date with current practices.

Role: Web Designer
We are constantly developing new video content for our patients. My role was together with the physicians develop video ideas, then I produced and edited them. This involved production design (lighting, audio, video recording) and video editing (Premiere Pro, After Effects, Audition).

Role: Video Production and Editing

2007 - 2008

Infrastructure Outsourcing

@ Accenture

The organisations servers require daily monitoring and maintenance. This involves network, software, OS, and backups are functioning correctly. I was tasked with this maintenance and resolution of common issues or escalating major issues.

Role: Technician
Every 3 years every PC is replaced, this is a significant logistic and technical process to ensure organization security and policies are implemented in the new PC, the data is safely transferred, and the previous data destroyed. Together with a team we ensured all end-users had a smooth and safe transition, with no down-time.

Role: Technician
Together with a team, we are tasked to ensure all employees are able to access and use the IT tools they require to perform their roles. In case of any issues we are to assist them in resolving the issues as quick as possible to maintain a frictionless IT environment.

Role: Technician