Results-driven Technical Support Engineer with 5 years of experience in enterprise application support, automation, and problem-solving. Skilled in streamlining processes, leading technical initiatives, and enhancing customer satisfaction through innovative solutions.
Technical Support Engineer,
Sep, 2021 - Present
Resolved complex Tier 2 escalations, coordinating with cross-functional teams
Automated deployment processes with Python, significantly reducing manual workload
Developed Generative AI application for streamlined access to internal documentation
Led critical bug resolutions, collaborating with internal teams to implement fixes
Created large-scale automation project to validate customer vulnerability reports and streamline research on patch status
Technical Support Engineer,
Jan, 2021 - Sep, 20218 months
Served as SME for Azure and Python, resolving complex ATSE issues
Spearheaded LM Logs support, mastering FluentD, Logstash, and Grafana Loki
Led APM product launch support, integrating Jaeger, OpenTelemetry, and Prometheus
Associate Technical Support Engineer,
Mar, 2020 - Dec, 202010 months
Facilitated 2,000+ IT product integrations via Zendesk support
Authored Knowledge Base articles and public-facing support documentation
Relayed customer feedback to product team, enhancing product development
Python
Bash
PowerShell
Javascript
AWS
Azure
VMware
Docker
Kubernetes
Docker Swarm
MariaDB
MySQL
Couchbase
Redis
Scylla
ScienceLogic
LogicMonitor
Prometheus
Grafana
ELK Stack
Routing
Switching
TCP/IP
SNMP
Wireshark
Salesforce
Slack
Microsoft Teams
Jira
Confluence
BitBucket
GitHub
REST APIs
GraphQL
Nginx
Kafka
DRBD
Corosync
Pacemaker
Network Engineering and Security – Cisco Track, Bachelor of Science, Western Governors University
- May, 2024
Focused on network security, automation, and troubleshooting
Cloud Computing, Bachelor of Science, Western Governors University
- Jun, 2022
Studied cloud computing architecture, networking, security, development, automation, and operations
Management and Organization, , Penn State University
- Jan, 2003
Completed 115 credits towards degree
Cisco Certified CyberOps Associate, Cisco
Issued on:
VMware Certified Professional – Data Center Virtualization, VMware
Issued on:
Cisco DevNet Associate, Cisco
Issued on:
Cisco Certified Network Associate (CCNA), Cisco
Issued on:
AWS SysOps Administrator, Amazon Web Services
Issued on:
AWS Solutions Architect Associate, Amazon Web Services
Issued on:
CompTIA Linux+, CompTIA
Issued on:
ITIL 4 Foundation, AXELOS
Issued on:
Cloud Computing Thesis, Western Governors University
Published on: Jan 01, 2022
Building and Monitoring a Kubeflow ML Pipeline Using AWS EKS, Prometheus, and Grafana