Andrew Pomponio Email & Phone Number

Denver, Co, Us

Chicago, Il, Us

● Created, managed, and maintained heterogeneous test environments including workstations, servers, network gear, 3rd party services, and embedded / OT devices.● Assisted field operations staff and development teams to resolve escalated challenges in client environments.● Report on requests from the field and observed trends in support activity that could improve the product.● Design and document appropriate test procedures for client software requests.● Perform thorough end-user testing of development changes made to pre-release software.● Provided bug reports of noted flaws in software to the development team. ● Build and maintain high-quality end-user documentation.● Provided product training.

Minneapolis, Mn, Us

● Provide on-call rotation support 24/7/365 for all customers. ● Tier 1 support for Apache HTTPd, Apache Camel, Apache Kafka, Apache Cassandra, Hadoop, OpenSSL, Apache Tomcat, Jboss/Wildfly, Docker, Kubernetes, CentOS, Rocky Linux, Apache ActiveMQ, PostgreSQL, MySQL, Jenkins, Apache Artemis and more.● Analyzed log files, SOS reports, error logs, configuration files, and network/architecture diagrams.● Determined root cause analysis for both past and resolved events.● Replicate client issues to determine if user error or if the application/open-source product in question was at fault.● Provided weekly updates and CVE security reports of all open-source software products that are supported. ● Assisted Tier 4 architects with client issues and sales personnel with lead generation/new customer orientation. ● Assisted senior architects with scheduled maintenance of network architecture and internal application development. ● Participated in the implementation of new LDAP and DNS servers for off-site locations. Maintained virtual KVM environments for the support team. Performed all CentOS upgrades and software maintenance for support team infrastructure.● Designed a 5-day training course for Apache HTTP 2.4.● Contributed content to both Node.js training and the Docker training.● Generated internal blog content for the marketing team.

London, Gb

- Multi-server farm operations maintenance of production line and PQA servers. - Routine recycling of ISS and app pools. - Responded to help desk escalations using server specific troubleshooting skills. - Use of HP Business Service Management, IPMon 10, Zenoss Service Dynamics and AppDynamics. - Assisted security team in identifying Snort false positives in QRadar and Snorby. - Handled after hours escalations and assisted in incident management during production line outages. - Helped operations team with tier 2 student ticket escalations in RightNow ticketing system from Oracle.

Us

- Responsible for all shipping and receiving of products for Geek Squad customers. - Duties also include contacting customers with updates regarding services. - Management of all paperwork for Geek Squad. - Partial supervision of agents at front desk. - Written and oral communication with service centers for Geek Squad as well as all hardware manufacturers.

Littleton, Co, Us

- Managed and troubleshot a computer network lab of 13 work stations, 1 networked printer, 1 wifi router, and 2 file servers. - Aided teachers in grading final projects for A+ class as well as Net+ labs. - Additionally helped students install Linux onto their laptops for a Penetration Testing class.

Asociate Of Applied Science, Computer Network Technology

Sociology, Psychology, English

High School Diploma, Certificate For Software Engineering