My objective is to further develop my career by pursing my talents in the web hosting industry, *nix based systems and the software that supports those infastructures, and feel my past and present experience in both technical and Linux support, WHM & cPanel installation, configuration and troubleshooting, system administration, and development make me a strong candidate for the position of Linux Technical Analyst.
Customer service expert
Skilled in Linux & *BSD systems, including CentOS and FreeBSD.
Extensive Web Hosting Support
WHM & cPanel Installation, Configuration, and Troubleshooting
LAMP, DNS, Exim, Dovecot
CMS (WordPress, Joomla, Drupal, Magento) development, troubleshooting and security
Knowledge of PHP, HTML, JS, jQuery (various expertise)
Web Hosting Security (Shared Servers, VPS, and Dedicated Servers)
Troubleshooting and debugging
Advanced problem solving skills
IT security best practices
MySQL, MSSQL design and queries
Hosting Support Consultant07/2015 to Current GoDaddy – Tempe, United States of America, AZ
At my current role, I am responsible for taking support calls, chats, and support tickets while maintaining and exceeding department expectations regarding CSS Survey Scores, Average Handle Time, and Sales Goals, as well as frequently having the most tickets done while not being a dedicated ticket agent. At the present time, I work in both Hosting and Server support, and regularly work with WHM, cPanel, Plesk, Parallels, and Virtuozzo for most of my clients, and am familiar with all aspects of WHM and cPanel from setup to troubleshooting.
I am HST 350 (Level 2) certified and take all levels of support that come in to Hosting Support which includes Linux & Windows shared hosting, virtual private servers, and dedicated servers.
Software Engineer / System Administrator01/2013 to 04/2015 teleNetwork – Austin, TX
During my tenure here, I was part of the development and IT team that developed the custom Call Monitor, ACD skillsets, SLA reporting, as well as implementing the metrics inside of the Call Monitor to include SLA, Average Handle Time, Do Not Disturb percentage, call queues, hunt groups, as well as development of both Ad Hoc and live reporting to provide to clients such as Google Fiber, CenturyLink, Frontier, and teleNetwork itself.
I was also on call 24/7 to resolve any outages with the CM software, and actively developed the reporting that the CM software needed to provide the various call statistics for agents across multiple call centers (ACD, SLA, DND, AHT, and other metrics).
This included reporting the data from a multi system phone network of Mitel, Avaya, and Cisco.
Programming languages used were PHP, C#, HTML, JS, jQuery, and AngularJS, as well as migrating the old Intranet from Classic ASP to a C# web application.
Led the analysis of SQL Injections that were vulnerable in the Intranet and public facing Internet website, which led to presenting the problem, various solutions, and the final implementation of data sanitization and code upgrade of all web applications and websites.
Level 3 Support11/2010 to 01/2013 teleNetwork – Austin, United States of America, TX
During this position I advanced from Level 1 Tier 1, 2, 3, and Level 2 to become a Level 3 technician.
I handled, via remote support, advanced networking, printer setups, and malware removal, as well as supervisor escalation calls.
Linux & Windows Administrator01/2008 to 11/2010 HostGator – Houston, United States of America, TX
While at HostGator, I was responsible for HelpDesk ticket escalations from Level 1 and Level 2 technical support.
I dealt primarily with DNS, cPanel, WHM, MySQL, LAMP based systems, LDAP and Active Directory, and other aspects of web hosting support.
I maintained server uptime and diagnosed issues related to VPS and dedicated Linux and Windows Server systems.
Bachelor of Science: Cyber Security & Computer Science (Dual Major)CurrentUniversity of Maryland - University College-
GPA: GPA: 3.8
Coursework in Information Technology and Computer Applications
Coursework in Computer Science and Engineering
Coursework in Operating Systems, Algorithms and Programming Languages
Top 10% of class
Expected graduation May of 2017.
While attending High School-
I took part in Dual Credit with HCC to achieve college credits towards English requirements.
Successfully cleaned over 150 websites by hand to include base encode 64 / eval injections, MySQL & MSQQL injections, pharma attacks, htaccess & web.config malicious redirects, and DNS hijacks via fiverr.com, while maintaining a 5 star rating on every job performed.
Dean's List, May 2016 I was again added to the Dean's List for this semester with a cumulative GPA of 3.8.
Dean's List, December 2015 I was honored to be on the Dean's List for this semester with a 4.0 GPA.
Eagle Scout, November 2005 I achieved the highest rank in the Boy Scouts of America, being that of Eagle Scout.
UIL Computer Science, March 2005 My team and I competed in the UIL Computer Science tournament, winning 1st place in the state.