SUMMARY:

Experienced IT customer - service professional with extensive expertise in hardware and software. Strong track record in delivering world-class support, fanatical about embracing your most-demanding customers. Innovative, reliable, bottom-line oriented & adept in fast-paced environments.

TECHNICAL SKILLS:

OSes: Linux/UNIX; Windows; Macintosh; Virtual Environments; iOS/Android

Remoteaccess; Tickettracking; Bug: tracking; Version-control; Internet | WWW; HTML | XML; HTTP | FTP; TCP/IP | UDP; SSH; x86; x64

EXPERIENCE:

Confidential

UNIX Team Systems Administrator

Environment: RHEL, Solaris, VMware, Puppet, SolarWinds, Nessus, LDAP/dsa, VCS, Oracle, zfs, TS

Responsibilities:

• 24x7 Support for nation’s largest department’s data-center needs.
• Administrator for 1000s of servers (mostly Red Hat 6 & 7) & 100s of Solaris 10.
• UNIX Team member responsible for driving twice-daily vulnerability meetings to twice-weekly due to relentless pursuit of remediating findings.

Confidential

Technical Services Engineer

Environment: FreeBSD, ZFS, Clustering, Samba/CIFS, VMware, GoToMeeting, S3/Cloud, Salesforce.com

Responsibilities:

• World-wide enterprise customer support for this Global Read-Write Filesystem/Storage Developer.
• Highest closed-case rate while supplying superior, world-class customer support.

Confidential, Palo Alto

Technical Services Engineer

Environment: LAMP (CentOS), Clustering, VMware, WebEx, AWS, Cloud

Responsibilities:

• World-wide enterprise customer support for this secure file-transfer application company.
• Supporting companies with all their associated security components including SSO, LDAP, SSL VPN, SSL Certs with Mobile Platfoms, as well.

Confidential, Sunnyvale

Product Support and Team Engineer

Environment: MicroStrategy, Google Docs, FreeBSD, Tableau, Private Cloud, Hadoop

Responsibilities:

• Ensured the accuracy of Video Data for the largest global advertisers on this billion-dollar Internet powerhouse.
• Created reports and train users to gain insight into online trends of the world’s Web users.

Confidential, Sunnyvale, Santa Clara

SaaS Support Engineer

Environment: Salesforce.com, Boomi, Cloud, Fuze, Pardot, Hyper-V, MS SQL Server, Java

Responsibilities:

• Early pre-production employee to build-out infrastructure and set foundation for Confidential 's next phase of their Confidential -focused growth plan in the Cloud.
• Most prolific Community participant (consists of authoring KBAs with various activity points) and juggled most phone-initiated cases, supporting web-based applications.
• Administrated department’s Lab VM Server.

Confidential, San José

Customer Support Engineer

Environment: HTML, JS/CSS, Firebug, LAMP, JIRA, Salesforce.com, Trac, Basecamp

Responsibilities:

• Ensured cases adhered to service-level agreements (SLAs) for the Confidential Eos proprietary content-management system (CMS) platform.
• Level I/II, troubleshooting issues within Firefox, Internet Explorer, Safari, Chrome & Opera.

Confidential, Santa Clara

Senior Customer Support Engineer

Environment: LAMP (RHEL, Debian), MS SQL Server, IIS/Apache, Bugzilla, SalesLogix, SSH, SVN, .NET, Perl, Java

Responsibilities:

• Administrated Linux/Windows Server updates remotely & on-site.
• Team lead/trainer of CRM system of SalesLogix, then Salesforce.com and closed largest number of cases for this startup developer of proprietary E-Discovery software (SaaS/appliance/license) for the legal and regulatory industries (startup; web-based LAMP application).
• Authored numerous internal Wiki articles and recognized as department’s most productive agent assisting QA in latest releases on Red Hat, Debian and Windows-based systems.

Confidential, Bloomington, MN

Senior Support Analyst

Environment: Oracle, SQL+, KNOVA, .NET

Responsibilities:

• Managed largest case-load in company through resolution of both client and server-side issues for Confidential.
• Resident expert and trainer for Confidential ’ client-server architecture.
• Authored, re-edited and ported most pertinent KBAs for inclusion in Confidential Leaning’s KNOVA system.
• Successfully received escalations and closed tickets from day one for this al-software platform development company (startup; web-based content delivery).
• QA’d new releases including unit-tests of hot patches.
• Pioneered the customer-centric web-based ticket-submission specification.