Multi-faceted engineer with close to 10 years of technical experience in the IT industry. I am passionate about solving problems and learning new things. Eager to contribute to a team's success through hard work, attention to detail, and excellent communication skills. Looking for growth opportunities in the field.
Skills
Systems Engineering
DevOps principles
Problem resolution on an enterprise level
Performance Optimization
Troubleshooting technical issues
Scripting skills (Bash, Python)
Application support
Process improvement
Highly adaptable
Excellent Communication
Collaboration
Work History
Support Engineer, 08/2020 - Current Motion Recruitment – Phoenix, AZ,
Resolved a diverse range of technical issues with web hosting, SSL certificates/encryption, and email across multiple systems and applications for end-users across all time zones (majority international clients), working closely via phone, email, live chat and web teleconference.
Performed root cause analysis and general troubleshooting using a variety of diagnostic tools and tactics.
Monitored Linux servers and input commands to troubleshoot areas such as web hosting (Apache and nginx) and email services
Conducted in-depth product and issue resolution research to address customer concerns.
Worked with clients to identify issues and explained solutions to restore service and functionality.
Assisted customers with product selection based on stated needs, proposed use and budget.
Responsible for troubleshooting and maintaining all internal deployment and CI/CD development tools: Apigee, Bamboo, Chef, Confluence, Consul, Crucible, Gitlab, Jenkins, Jira, Nexus repositories, Slack, SVN, Vault
Working knowledge of configuration management (Chef)
Assisted with architecture and implementation of new applications to improve internal development standards (Consul, Vault and Apigee)
Linux OS maintenance, patching, CVE resolution, and daily user administration for 400+ servers (CentOS/RHEL)
AWS administration
Log Analysis and Monitoring (ELK, Dynatrace, AppsManager, SolarWinds)
Wrote scripts for the automation of deployment tasks, pre-commit linting rules in Gitlab, and daily maintenance (user and server administration)
Assisted developers with troubleshooting and implementing API's and web services
Root cause analysis for system outages and/or application bugs
Responsible for website maintenance and implementation (writing irules for URL redirects, Apache configurations, etc)
Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance
Collaborated with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications
Technical Support Specialist, 06/2015 - 02/2017 Arca – Chelmsford, MA,
Responsible for all tier 1 responsibilities, in addition to working in a supervisory role that involved training and day to day management of all other support specialists
Reviewed all tier 1 escalations for accuracy and thoroughness of troubleshooting, before escalating to tier 3 and 4 engineering teams
Responsible for creating and updating documentation for team processes and troubleshooting procedures (Confluence/Sharepoint)
Traveled occasionally as technical point of contact for hardware installations at remote locations (PC's, routers, switches)
Experience with AD administration (user privileges, groups, distros, MS Exchange, and file permissions)
Service Desk Specialist, 05/2013 - 06/2015 Lowell General Hospital – City, State,
Fielded between 80-120 inbound phone calls daily, to deliver effective support and remotely resolve service issues for all 24 Hour Fitness employees (both club staff and corporate)
Engaged end-users and answered questions via email, phone, direct message, as well as walk-up's
Proficiency in Windows/Linux/Mac OS
Experience with Cisco routing and switching (troubleshooting port issues, configuring VLAN's and trunking multiple switches)
Removed malware, ransomware and other threats from laptops and desktop systems
Troubleshot various desktop applications (Microsoft products such as Excel/Outlook email, Oracle software, Peoplesoft, and other proprietary software)
Experience with VOIP solutions (end-user configurations via GUI as well as troubleshooting call issues)
Analog phone line troubleshooting (fax, emergency phone and burglar alarm issues)
Assisted with printer troubleshooting and settings configurations for end users
Experience with remote tools and software (RDP, Dameware)
Configured hardware, devices and software to set up work stations for employees
Explained technical information in clear terms to non-technical individuals to promote better understanding
Assisted customers in identifying issues and explained solutions to quickly restore service and functionality
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
Submitted service tickets for equipment maintenance requests
Recorded and maintained relevant notes for each client and work order in Remedy ticketing system. Documented all support interactions for future reference, and was a consistent contributor to team knowledge base
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Always demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Great interpersonal skills.
Excellent written and verbal communication.
Education
Associate of Arts: Liberal Arts And General Studies, Expected in 2004 - Palomar College - San Marcos, CA GPA:
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