Customer Success (Infrastructure) Team Lead at Plotly

• Jan 2022 - Present

Senior Customer Success Engineer (Infrastructure)

• Mar 2021 - Dec 2021

Responsible for managing and installing Plotly Dash Enterprise (DE) software for ourclients; Those installs can range from cloud or on-premise and also can be restricted andair-gapped environments. Each client/env has its own story and it is my responsibilityto operate and resolve till I reach successful deployment (DE is typically installed onKubernetes).Furthermore, I also troubleshoot and document new issues/requirements or features (ex:new SAML 2.0 provider) and analyze the scenario in my home lab and act as a liaisonbetween clients and the engineering team. Also, I do regularly monitor and troubleshootour own Kubernetes clusters.This role is fully remote where I'm in charge of my output and little supervision isrequired, and heavy reliance on remote sessions (shadowing and mentoring clients).Technologies used:GoToMeeting, Google G suite, Dokku, Github Enterprise, Teleport, Python, Kubeadm,Kubectl, K9s, KVM, MinIO, SAML 2.0 (Okta, PingFederate, Azure AD, ...etc), Cloud Providers(AWS, Azure, IBM, Google). Show less

System Administrator

• Nov 2019 - Mar 2021

Responsible for administration of online financial transaction processing systems and providing day-to-day support for live production sites, corporate IT servers, development environment, developers and global offices. Also, provide administration and support for the following technologies: Ubuntu OS RHEL OS Windows OS Active Directory HP and IBM servers SonicWall Firewall and Network troubleshooting AWS, VPC, EC2, S3, CLI, Route 53, Cloudwatch VMware Virtualization Apache and Tomcat Application Server SQL, IBM DB2, Postgres BASH/Shell Scripting and Automation Atlassian Product Suite Support (Jira, Confluence, Crowd, Bamboo) G Suite Administration Bacula Enterprise Splunk and Nagios Active Directory Show less

Senior Linux/DevOps Engineer

• Oct 2018 - Oct 2019

Senior DevOps Engineer will be responsible to provide exceptional supporting services for the development life-cycle of enterprise-level projects. This role will handle internal and external technology infrastructure to support Vardot’s SLAs, and provide a smooth and automated development life-cycle. Job Responsibilities: • Support, monitor, and manage an always-available cloud-based SaaS platform for our Clients. • Support and maintain the Continuous Integration cycle for all internal and clients' projects. • Setup, monitor and build monitoring tools to find problems, resolve and/or escalate the development and ensure that we exceed our SLAs. • Support, monitor, and manage internal IT infrastructure network and servers. • Support application deployments, building new systems and upgrading and patching existing ones. • Build and manage a schedule for Drupal updates regularly as it pertains to our SLAs. • Develop automation to quickly and rapidly deploy instances from hardened images. • Build and manage development and testing environments, assisting developers in debugging application issues using tools. • Participate in the building of tools and processes to support the infrastructure. • Leverage scripting to build required automation and tools on an ad-hoc basis. • Operate the platform within our security and privacy guidelines. • Learn on the job and explore new technologies with little supervision Show less

Information Technology Supervisor

• Jan 2017 - Oct 2018

•Install new / rebuild existing servers and configure hardware, network infrastructure, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.•Install and maintain systems and communications’ software and hardware according to MSF standards and policies, and support users, in order to ensure the efficient use of ITC (Information and Communication Technology) systems and equipment in the mission.•Execute security management protocols (backups, anti-malware updates and software patching; firewall protection; radio protection, etc.) in order to ensure an immediate operational recovery/continuity in case of emergency and data security & availability.•Handle and/or route incoming questions from end users on the use of the tool, its inputs, or its outputs•Together with the Head of logistic Services, analyse the ITC needs of the mission, draw up a draft of budget, and design an adapted strategy aiming to optimize the investment on information and communication technology.•Ensure updating and upgrading activities in order to ensure that all the users and their equipment’s on the network are standardized with respect to virus protection, software, hardware and network configuration.•Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups•Keep technologically aware of new technologies in the country in order to adjust your request of needs and optimize buying decisions and local assistance. Create and maintains a contact network of ITC providers in order to ensure communications and local purchase quality.•Server Administration of EMR (electronic medical records) project servers.•Research and recommend innovative, and where possible automated approaches for system administration tasks. Show less

Information System Specialist

• Sep 2016 - Dec 2016

•Install and maintain systems and communications’ software and hardware according to MSF standards and policies, and support users, in order to ensure the efficient use of ITC (Information and Communication Technology) systems and equipment in the mission.•Handle and/or route incoming questions from end users on the use of the tool, its inputs, or its outputs.•Ensure updating and upgrading activities in order to ensure that all the users and their equipment’s on the network are standardized with respect to virus protection, software, hardware and network configuration.•Support the development of the new EMR project (electronic medical records) system.•Keep technologically aware of new technologies in the country in order to adjust your request of needs and optimize buying decisions and local assistance. Create and maintains a contact network of ITC providers in order to ensure communications and local purchase quality. Show less

Service Desk Engineer

• Oct 2015 - Aug 2016

Providing I.T support services to a wide range of external and internal customers. Key Responsibility Areas: • Provide IT Support to customers over the phone and remotely resolve reported problems. • Provide the main point of contact between the IT Services and the users of these services; to resolve and or diagnose as many problems at point of contact. • Monitor the progress of the call from inception to resolution. • Keep customers informed of the progress of their queries. • Ability to promote IT Services in a professional manner. • Ability to communicate effectively at all levels of the organization over the telephone, face to face, and via email. • Ability to work under pressure and to handle difficult customers in a positive and confident manner. • Ability to liaise with IT staff, customers and software suppliers with regard to PC related problems and solutions. Show less

Junior System Administrator

• Feb 2015 - Oct 2015

Mainly revolves around solving users day-to-day computer issues, setting up new employeescomputers, and registering them into our Active Directory, routinelybacking up important PC roles (HR and Project Manager), purchasingnew PC’s for developers, installing/replacing hardware parts,monitoring company network performance, and providingsuggestions to furthermore improve company efficiency, or tocircumvent an upcoming future issue.Key Responsibility Areas: * Troubleshooting Microsoft Windows operating systems, including server editions.* Troubleshooting most GNU/Linux flavors, especially Debian.* Troubleshooting networks (IPv4 and IPv6), and setting up VPN (virtual private network).* Administering Microsoft Active Directory.* Resolving network errors in routers/switches/IP camera/powerline networking.* Troubleshooting and replacing computer hardware parts whether Intel, or AMD based.* Broad knowledge about the availability of many I.T products (PC's/laptops/HDD/SSD/RAM/ ...etc) and their prices in Amman.* Setting up RAID devices, regardless of their types, as well as NAS devices.* Configuring a secure backup plan for many users, including disaster recovery and cloning/imaging.* Ability to create free and open source solutions for XMPP, VPN, VOIP, and VNC protocol, and secure their communications.* Very good knowledge of Mac OS X, and building custom Hackintosh builds.* Very good knowledge of deploying and setting up web content management systems (drupal, wordpress, opencart ...etc). Show less

QA officer

• Feb 2013 - Oct 2015

Which job role is responsible for assuring defect free and high quality softwareapplications and documentation, by implementing, conducting andcontrolling the company software quality process, starting early inproject life cycle until product is delivered, and extended to productcustomization and modification.

Technical Support

• Feb 2012 - Jan 2013

My job role was aiding our clients and helpingthem with their issues, either via remote sessions, or telephone calls,or by writing quick guides and sending them.

Service Advisor

• Jan 2012 - Feb 2012