Senior SRE Engineer

• Aug 2021 - Present

Production Support Engineer L3

• Aug 2020 - Jul 2021

* Take escalations from Tier 1 and 2* Assist store beauty advisors with scan gun issues* Document fixes in run guide and self service portal (helpme)* Manage deployments to AWS* Create and manage alerts/monitoring for scan guns* Analyze alerts and create Jira's for recurring issues* Mentor/train engineers taking over scan gun using Zoom KT's

Production Support Engineer

• Dec 2016 - Aug 2020

* On contract to Sephora USA as Tier 3 support for retail back office scan guns * Take escalations from Tier 1 and 2 * Assist store beauty advisors with scan gun issues * Document fixes in run guide and self service portal (helpme) * Run/design Splunk reports to check for trends in network or other issues * Monitor/design CloudWatch alerts for scan gun processes * Oncall rotation for P1/P2 events * Research store issues using MySQL queries, Splunk searches, wiki search * Manage releases for scan gun with technical manager and devops engineer * Discover issues and create tickets for developers * Discover issues and create/document work arounds for stores till issue can be fixed, add to run guide * Maintain run guide for helpdesk L1 andL2 * Document break/fix processes * Document monitoring * Suggest/impliment new monitoring * Work with RetailOps to inform of anything changing in scan gun processes; help with store comms Show less

Production Support Engineer

• Oct 2015 - Dec 2016

• Contribute to the day-to-day operations of customer-facing systems and back-end platforms • Operate and improve the site by implementing monitoring, automation, redundancy, and business-continuity planning • Work closely with QA and Development teams to ensure products are built to optimum performance and operability standards, and high-priority issues are reported, triaged, and resolved quickly and correctly • Deploy software/data updates and enhancements in an agile and very fast-paced environment • Configure Ask.com products on live clusters and optimize their performance • Closely monitor traffic, functionality, capacity, and performance on all live clusters • Document processes and procedures with focus on productive operations • Design and develop tools and automated processes for monitoring, deployments, and data analysis and reporting • Promptly respond to and investigate problems in the live systems Show less

Production Support Engineer

• Jun 2014 - Oct 2015

• On contract to Ask.com (IAC Inc) • Contribute to the day-to-day operations of customer-facing systems and back-end platforms • Operate and improve the site by implementing monitoring, automation, redundancy, and business-continuity planning • Work closely with QA and Development teams to ensure products are built to optimum performance and operability standards, and high-priority issues are reported, triaged, and resolved quickly and correctly • Deploy software/data updates and enhancements in an agile and very fast-paced environment • Configure Ask.com products on live clusters and optimize their performance • Closely monitor traffic, functionality, capacity, and performance on all live clusters • Document processes and procedures with focus on productive operations • Design and develop tools and automated processes for monitoring, deployments, and data analysis and reporting • Promptly respond to and investigate problems in the live systems Show less

Hadoop Application Support Engineer

• Aug 2012 - May 2014

• Administration and support of ‘Big Data’ Analytics platform in use at major telecoms • Respond to Sev1 through Sev3 events, service and change requests, and issues in client hadoop clusters. Diagnose issue, perform fix, and restart application or service; investigate event/issue using system and application logs, engage development real-time if needed for live fix, continually work with developers to get solutions to production issues. • Installation and configuration of Guavus products, updated packages, and patches to Unix-like OS called Tall Maple which is an application server hardened Linux across multiple customer sites in concert with our own internal on and off-shore engineering, other vendor(s) engineering, and client’s on-site and remote engineering resources; often in client supervised conference call with live meeting or Go-To-Meeting type session during designated maintenance window(s). • Write custom monitoring scripts (BASH/KSH) to know if application is operating within expected bounds and, if not, fix within SLA • Conduct user acceptance testing with client and vendor(s) over live meeting plus conference call. Resolve technical issues after installation working with Guavus and client engineering. Work with customer and Guavus technical resources to troubleshoot problems either on site or remotely, escalating as appropriate. Show less

UNIX Remote IP Operations

• Aug 2005 - Aug 2012

• Administered Unix based systems over public and private IP networks within SLA (service level agreement) from a 24x7x365 operations center in teamed group of engineers (UNIX, Windows, Network, Database) • Managed priority one outages, owning issue no matter who was at fault and engaging all related parties on conference call till resolved; connecting to hosts as root to restart apps/services, check logs, assess load, etc.; working with Verizon engineers and client resources as needed • Performed remediation of server problems in ticketed environment (Remedy), monitored sites for problems and fixed within SLA (service level agreement) • Remotely managed thousands of customer servers under all major operating systems (Redhat 5 Linux, Solaris, AIX, HP-UX, and Windows) and applications (WebSphere, WebLogic, Tomcat, Apache, Jboss, and MySQL) for major eCommerce clients • Performed highly complex environment and server changes and patches; engaged and expedited vendors for repairs; owned root for most customers • Administered physical and virtual hosts and related hosted applications in Cloud computing environment called CaaS running Linux/Windows in five ‘follow the sun’ data centers around the world (California, Maryland, UK, Netherlands, Hong Kong) • Managed Netbackup fixing connectivity issues, adjusting backup profiles, performing restores • Published key manual for Netbackup Enterprise software; updated production guides (run guides) for my group and published to Intranet using CVS Show less

DSL Customer Support

• 2004 - 2005

• DSL 2nd Tier Support; Guided customers through resolution of DSL connectivity issues under Windows and Mac; assist and/or instructed business and home users in consumer router set up, cabling, general configuration, and trouble-shooting • DSL 2nd Tier Support; Guided customers through resolution of DSL connectivity issues under Windows and Mac; assist and/or instructed business and home users in consumer router set up, cabling, general configuration, and trouble-shooting

Data Security Client Engineer

• Oct 2000 - Jan 2001

• Unix Systems engineer for pre-IPO data security startup serving Fortune 1000; installation, demonstration, support Triple DES symmetric encryption product under UNIX and Windows. 100% Western States travel NOTE: EMC Corporation acquired Authentica on February 27, 2006. Authentica’s enterprise rights management software has been integrated with EMC Documentum products. The new information rights management (IRM) product information is now located at: http://www.emc.com/enterprise-content-management/information-rights-management.htm#!offerings Show less

UNIX Internet Operations and Dev/Ops

• Mar 1996 - Nov 2000

• On call 24x7x365; root access on 20 Sun Enterprise servers in two fail-over data centers (SF/Dallas) facing 350,000 customers • Managed proprietary billing system and customer self-service web portal under Netscape Enterprise Server, Application Server (Kiva), and Oracle • Provide Dev/Ops services to support a team of developers • Installed and set up enterprise application Netscape Enterprise Server and Oracle, perform regular and emergency code push; installed packages and patches • Authored and maintained small shell scripts to monitor applications and page on call for particular conditions and events; user management in NlS+ Show less

Mainframe Remote Application Support

• 1994 - 1996

• Support and training over dialup and x.25 private networks of 5000+ wholesale customers, mostly ComputerLand stores and Vanstar VARs, in use of Mainframe application, Novell MHS based software suite, email, email gateway, Mercator EDI, terminal emulation, and modems • Authored and published two key manuals to train clients on operation of communications software and mainframe ordering system contributing to customer satisfaction and retention NOTE: Vanstar was the name selected for the ComputerLand corporate sales (Pleasanton, California) in 1994 after the sale of split-off franchisor to Merisel. ComputerLand was defunct in February 1999 when, due to financial reporting which caused a steep decline in share price, they were purchased by one of their competitors, Inacom Corporation, which was created in 1991 from the merger of ValCom Inc. and Inacomp Computer Centers Inc. In 1997, Inacom entered the Fortune 500 list at position 436 and remained a Fortune 500 company until 2000 at which time Inacom's major assets were sold to Compaq and it filed for bankruptcy in June 2000. Compaq was itself purchased in 2002 by Hewlett-Packard. Show less