Support Center Manager Resume

SUMMARY:

Supported and administered Apache HTTPD, Tomcat, and IIS web hosting solutions.
Intense focus on security both at rest and in - flight.
Strong with networking concepts and implementation.
Administered, designed, and supported Public and Hybrid Cloud solutions large and small.
Received intense AWS specific in-house training from Amazon.
Strong cloud troubleshooting skills.
Automate, Automate, Automate.
Supported workloads on open-source Linux servers of various flavors, as well as Microsoft.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Support Center Manager

Responsibilities:

Responsible for oversight and personnel management 10 direct reports in a Private Cloud MSP engineering firm.
I act as the lead engineer in a group that spans skill levels from entry - level admin to tier 3 engineers.
In charge of a mixed Linux/Windows environment with 9500 VM s.
We host several customers on AWS for our public cloud customers.
Directly interface with customers in all aspects of design, implementation, and migration of public cloud offerings. Key emphasis on security and compliance in all phases of the process.

Confidential

Cloud Support Engineer

Responsibilities:

Knowledgeable of AWS services and architecture from a support/design/implementation perspective.
Strong Linux emphasis, acted as a liaison between Windows and Linux groups.
Provided detailed cloud architectural advice for designing cloud - based implementations properly.
Provided detailed security and compliance advice for designing cloud-based implementations wisely.
Reproduced complex environments to replicate issues and eventually resolutions to difficult issues.

Confidential

Cloud Service Desk Tier III

Responsibilities:

VM Linux/Windows server troubleshooting in a complex public/private cloud environment.
Patch deployment/update deployment problem resolution - BigFix.
Automation of deployment and configuration with puppet.
Hosted web content with Apache and Tomcat of various versions and complexity.
Document incident resolution procedures in our knowledge base.
In depth error analysis and log diving to resolve complex multi-layer issues.

Confidential

Support Center Specialist I

Responsibilities:

Confidential, Dallas, TX

Lead Technical Support

Responsibilities:

Performed installation and troubleshooting duties on WAN and LAN networks.
Built, installed, and maintained complex server hardware, in a datacenter environment.
Installed and maintained Windows VMs for high availability customer needs.
Established hardware VPN’s using Mikrotik and Cisco equipment.
Installed Open Source VoIP and SIP technologies in multiple configurations.
Configured, installed, and maintained over 150 Linux VM’s of various flavors.
On an on-call 24/7 basis, managed customer engineering needs during off-peak hours.