Service Team Technician II

• Oct 2020 - Present

Linux Technical Analyst

• Jul 2017 - Oct 2020

Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Devised solutions to operations issues related to Linux and cPanel Software, working closely via phone and email. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find… Show more Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Devised solutions to operations issues related to Linux and cPanel Software, working closely via phone and email. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Show less Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Devised solutions to operations issues related to Linux and cPanel Software, working closely via phone and email. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find… Show more Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Devised solutions to operations issues related to Linux and cPanel Software, working closely via phone and email. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Show less

Datacenter Technician

• Mar 2017 - May 2017

• Provide break-fix support, capacity support, and incident response with a focus on up-time. • Fulfill requests submitted via ticketing systems, which included incident response, change management, provisioning, firmware updates, inventory management, RMA submission and replacement. • Troubleshoot, diagnose, and resolve various hardware problems, with internal and customer equipment. • Assist with documentation (SOP, MOP) creation, as well as developing BASH scripts for task… Show more • Provide break-fix support, capacity support, and incident response with a focus on up-time. • Fulfill requests submitted via ticketing systems, which included incident response, change management, provisioning, firmware updates, inventory management, RMA submission and replacement. • Troubleshoot, diagnose, and resolve various hardware problems, with internal and customer equipment. • Assist with documentation (SOP, MOP) creation, as well as developing BASH scripts for task automation. Show less • Provide break-fix support, capacity support, and incident response with a focus on up-time. • Fulfill requests submitted via ticketing systems, which included incident response, change management, provisioning, firmware updates, inventory management, RMA submission and replacement. • Troubleshoot, diagnose, and resolve various hardware problems, with internal and customer equipment. • Assist with documentation (SOP, MOP) creation, as well as developing BASH scripts for task… Show more • Provide break-fix support, capacity support, and incident response with a focus on up-time. • Fulfill requests submitted via ticketing systems, which included incident response, change management, provisioning, firmware updates, inventory management, RMA submission and replacement. • Troubleshoot, diagnose, and resolve various hardware problems, with internal and customer equipment. • Assist with documentation (SOP, MOP) creation, as well as developing BASH scripts for task automation. Show less

Systems Administrator

• Mar 2016 - Feb 2017

• Responsible for managing and installing new servers and systems. • Maintain networks and server configurations on an in depth level. • Full configuration and administration of web servers, of various distributions. (Linux/Windows) • Documented, organized, and executed the procedures for daily/weekly tasks for the Systems Administration team. • Working directly in the data-center, monitoring and maintaining network and server infrastructure. • Responsible for managing and installing new servers and systems. • Maintain networks and server configurations on an in depth level. • Full configuration and administration of web servers, of various distributions. (Linux/Windows) • Documented, organized, and executed the procedures for daily/weekly tasks for the Systems Administration team. • Working directly in the data-center, monitoring and maintaining network and server infrastructure.

Technical Support Engineer Tier III

• May 2015 - Dec 2015

• Install, configure, test, integrate, and provide ongoing support for applications and hosting infrastructure requiring an in-depth knowledge of company platforms and environments. • Define and document complex technical operations for support staff. • Subject Matter Expert for the support of all newly acquired customer facing applications. • Increase productivity by developing BASH scripts for task automation. • Provide internal analysis and support during outages or periods of… Show more • Install, configure, test, integrate, and provide ongoing support for applications and hosting infrastructure requiring an in-depth knowledge of company platforms and environments. • Define and document complex technical operations for support staff. • Subject Matter Expert for the support of all newly acquired customer facing applications. • Increase productivity by developing BASH scripts for task automation. • Provide internal analysis and support during outages or periods of degraded system performance.

Lead Technical Support Tier II – Migrations

• Feb 2015 - May 2015

• Trained juniors on advanced troubleshooting techniques within the Linux command line interface. • Responsible for cross-datacenter migrations during platform mergers. • Documented conflict resolution between OWASP and various popular open source applications. • Systems administrator experience with Windows Server 2012 & various Linux distros.

Advanced Hosting Tier II

• Sep 2014 - Feb 2015

• Subject Matter Expert (SME) for the WordPress specialized hosting environment. • Troubleshot and supported multiple OS on both shared and dedicated hosting environments. • Extensive command line interface experience within VPS, dedicated and shared hosting platforms.

Technical Support Specialist

• Jan 2014 - Sep 2014

• Fixed issues with HTTP, DNS, email, FTP and a wide variety of other services. • Worked escalated tickets to resolve complex customer issues. • Assisted customer support representatives with advanced technical questions.

Desktop Support Technician

• Jul 2012 - Jan 2013

• Installed hard drives, modems, network cards, CPUs, etc. • Responsible for PC repair and re-imaging workstations and laptops. • Intermediate level troubleshooting and maintenance of desktops and laptops. • Performed customer service related troubleshooting (E.g. software, network and printer, etc.). • Set up and broke down computers and networking equipment. • CompTIA A+ Certified • Installed hard drives, modems, network cards, CPUs, etc. • Responsible for PC repair and re-imaging workstations and laptops. • Intermediate level troubleshooting and maintenance of desktops and laptops. • Performed customer service related troubleshooting (E.g. software, network and printer, etc.). • Set up and broke down computers and networking equipment. • CompTIA A+ Certified