About

Work Experience

• Support Engineer, Rancher Government Solutions

  Nov, 2023 - Present

  Technical support for SUSE software solutions such as SLES, Rancher, RKE2, Longhorn, and Harvester, to US DoD FOCI-restricted customers

  • Provide technical support via tickets, live chat, and calls to customers, ranging from simple customizations to kernel-level tweaks to their environment

  • Create documentation, both internal and customer facing, for common scenarios that our customers may run into to help reduce resolution times

  • Take potential bugs reported by customers, attempt replication, and report them upstream to our developers if needed

  • Create lunch and learn style informative presentations for my team to learn new features and aspects of our products

• DevOps Support Engineer, PwC

  Sep, 2021 - Sep, 20232 years

  Internal support for deployed software solutions from deployment customization to debugging

  • Development and debugging of PwC Workbench, a BI platform hosted on Azure Kubernetes Service that is powered by Power BI, Tableau, Django, and Apache NiFi, by writing Python and JavaScript tools to help perform root cause analysis

  • Created Azure DevOps pipelines for Python-based data collection tools that generate reports enabling management to monitor usage and assist with reducing ongoing costs on the platform

  • Assisted other teams with investigating and solving issues with our platform, producing standard operating procedure documents, and reporting issues to development teams as needed

  • Handled day-to-day tickets for small issues with the platform, such as email changes, permissions issues, provisioning issues, and as well producing bug reports for any found issues

• Systems Engineer, AWS

  Apr, 2020 - Sep, 20211 year 5 months

  Pipeline optimization and debugging to internal Identity and Access Management teams

  • Wrote IaC pipelines in Ruby with a custom in-house library to deploy new IAM services for other teams, as well as pipelines for tools my team used for day-to-day need

  • Migrated CI/CD pipelines for key infrastructure related to tier-zero services of IAM from an older pipeline library reducing delivery from over 24 hours to sub 1 hour as part of an internal goal of reducing deployment of all IAM services

  • Wrote a serverless live stream webpage using EKS, Lambda, DynamoDB, IVS, SNS, & SQS for weekly team building activities, providing us a solution for shared entertainment due to limitations of Amazon Chime video sharing

  • Maintained and improved monitoring of our team’s services using AWS CloudWatch to provide insight and close gaps in uptime visibility, enabling us to improve our services and reduce outages

• Systems Administrator, cPanel

  Oct, 2019 - Apr, 20206 months

  Internal tool deployment and management for our teams

  • Deployed and provisioned new Supermicro servers to our datacenter for a Ceph cluster deployment enabling a more streamlined storage solution for our internal teams

  • Transferred forums.cpanel.net and docs.cpanel.net from QEMU virtual machines, operated directly on host and handled through CLI, to Docker containers. These were built and deployed through Jenkins to a Kubernetes cluster, facilitating quicker and more straightforward patching and deployments

  • Assisted with ongoing migrations away from Puppet 3 to Ansible for easier, cleaner, and streamlined configuration

• Technical Support, cPanel

  Feb, 2018 - Oct, 20191 year 8 months

  Customer-facing technical support for cPanel, WHMCS, and general server guidance through tickets

  • ssisted customers with configuration of their operating system, server, services (Apache HTTP, Nginx, MySQL, etc), or cPanel/WHM itself to help with their needs, scaling from single, small dedicated servers to customers as large as GoDaddy

  • Helped reconfigure directly or provide recommended guidance to our customers of their servers or services on the server, beyond just our own software

  • Found and reported several bugs to our development team, some needing a deep dive with tools like GNU debugger and strace, providing a .patch file where possible for cPanel’s Perl-based software package

  • Helped members of my team with less technical experience understand issues and perform deep dives to find what possibly might be going wrong before reporting a bug to development

• Technical Support, Manager, Systems Administrator, HostGator

  Oct, 2014 - Feb, 20183 years 4 months

  Help our customers have a good experience and troubleshoot needs, from Wordpress login, down to server configuration issues

  • Assisted customers with many topics including cPanel, WHM, WordPress, PHP, DNS, HIPAA, PCI-DSS, NodeJS, Tomcat, domain registration, Apache HTTP configuration. If it was a feature of the hosting plan, I would assist

  • Handled live calls, chats, as well as tickets and followed up with customers on long term issues to ensure they get resolved properly, while maintaining a low AHT and high NPS

  • Managed a team of 20 for a special side project of 6 hosting companies used as a test platform for new product development, providing the business with valuable insight and ensuring these customers have the best possible experience with these new solutions

  • Performed site migrations for customers, including reconfiguration of Apache and ensuring older, early PHP 5.x-compatibility if the customer’s site could not work on newer PHP offerings

Volunteer Work