Experience

Limelight Networks

• United States
• Software Development
• 100 - 200 Employee

• Operations Engineering

  • Apr 2020 - Present

  Limelight Networks operates one of the world's largest content delivery networks and a series of private backbones, Points of Presence, server fleets, and network infrastructure to operate that and other services that we offer. We count among our customers big household names whose satisfaction with the quality of our service and support play a large part in holding up Limelight's consistently high Net Promoter Score.As the engineering component of the Operations organization at Limelight Networks, the Operations Engineer works in an interrupt-driven environment to ensure that the devices, software, and network infrastructure serving our customers' content continue operating at peak efficiency and do not cause impactful issues, engaging with ITIL incident management processes as necessary; in addition, the Operations Engineer also serves as the third tier of the Operations Support organization to receive breakfix escalations from Support Tiers I and II to investigate, mitigate, and repair impact to customer services in a timely manner. Show less

• Trainer, Customer Support Engineering

  • Jul 2020 - Nov 2020

  Alongside my own training for my new position in Operations Engineering, I temporarily assisted with training new Customer Support Engineers in Tokyo, whose onboarding in July 2020 presented unprecedented challenges due both to a complete severance of the Tokyo CSE lineage after my promotion in April 2020, as well as our inability to send these new hires to our global headquarters in Arizona for onboarding training due to the COVID-19 pandemic. I brought the new hires up to speed on the technical overview of our portfolio of services, as well as support ticket handling processes, advanced initial troubleshooting techniques, the construction of Japanese-language support ticket responses, and handling of the peculiar needs and wants of our Japanese-language customers.In addition, in the absence of official onboarding training material - as Customer Support agent onboarding had previously been conducted at our Arizona headquarters and by local senior agents, given an unbroken lineage of local CSEs - I created and administered slideshow presentations and hands-on sessions for the new hires to familiarize them with our services; that material then went on to be used for the training of another new hire to the Customer Support Engineer role outside of Tokyo. I also wrote internal knowledgebase articles on the Japanese support lexicon, tribal knowledge of the Customer Support Engineering team, and advanced troubleshooting methods not taught even in the physical onboarding training at our headquarters.Four months was not nearly long enough to impart all of the knowledge of the Customer Support Engineers, but it enabled the new CSEs to stand on their own on the front lines handling support tickets and phone calls from English- and Japanese-speaking customers alike. Show less

• Customer Support Engineering

  • Mar 2017 - Nov 2020

  As a member of the international arm of the Operations organization and the International Support contingent homed in Limelight's Tokyo, Japan office, the Customer Support Engineer provides technical support to the corporate customers that use our services, who may have questions regarding the use of their provisioned services, concerns about the deliverability of their content, or requests for additions or changes to their setup on our infrastructure. Along with serving as the communications owners of our clients' interactions with Limelight's Operations organization, in both English and Japanese, the CSE actions Tier II-level technical troubleshooting and investigation to effect a quicker turnaround and resolution to the satisfaction of our customers. Show less