Aaron S. Email & Phone Number

Ca

Chattanooga, Tennessee, Us

As a member of the core organizing group, my goal was to ensure that each year's event went smoothly. My responsibilities included:- Maintained the technical tools we used to put on the event (Github, the Devopsdays website, Tito)- Created marketing strategy for the event- Designed shirts and badges- Selected speakers and creating schedules for each year's event- Soliciting sponsors- Maintained documentation for the event and generating playbooks for each role- Implemented docs site for playbooks using Docusaurus and Netlify- Tracked and assigned committee tasks through Trello

Redwood City, Ca, Us

As the manager for the Sensu Customer Engineering team, I help our team deliver world-class service to our customers running Sensu. My specific areas of focus in this role have been:- Led a team of engineers to provide support for the Sensu, Etcd and Postgresql stack- Created opportunities for support engineers to specialize in different subject areas/team focuses by creating personal development plans- Decreased support engineer onboarding time by creating team onboarding documents and processes- Worked cross-functionally with our product and engineering teams to improve the product's reliability and performance and address long-running customer issues- Redefined what it means to be a Sensu customer to be more inclusive of community/open source users- Implemented processes to ensure that customer (whether paying subscriber or community/open source) issues are surfaced to our product and engineering teams- Reported on ticket volumes and trends to increase the visibility of the team's work across the Sensu business unit and identify possible product issues- Ensured reliability issues within the product are visible, testable, and actionable for engineering teams to remediate by developing Vagrant/Docker scenarios for reproduction- Decreased the team's average response time from 10 hours to under 4 hours- Established ticket QA process to increase quality of responses and solutions to customersFrom a technical perspective, I've been focused on:- Utilized the Sumo Logic Continuous Intelligence Platform and establishing a practice of using the platform to analyze customer logs for issues- Administed an internal Sensu Go deployment on AWS (EC2, Route 53 and RDS for PostgreSQL) using Ansible and Terraform- Served as an escalation point on long-running technical problems involving the Sensu stack (Sensu, Etcd, PostgreSQL)- Contributed Golang Sensu plugins- Administered and created process for releasing plugins using Travis CI as well as Github Actions

Houston, Texas, Us

- Created a number of processes aimed at improving Graylog Enterprise customers' support experience including but not limited to: triaging customer issues, supporting customers via video calls, and escalating issues to other internal teams- Liaised with product and engineering teams to address high value/priority customer requests- Conducted team interviews- Created technical assessment process for support engineer interviews - Created and conducted internal training on tuning Graylog and Elasticsearch to address performance issues- Created dashboards connecting long-running customer issues/bugs to customer ARR and identified any accounts that may be at risk due to those issues- Provided targeted tuning recommendations for customers experiencing performance issues with Graylog and Elasticsearch- Created dashboards that identify trends among customer tickets and used those to inform product and development teams about potential product improvements

Portland, Or, Us

- Supported the Sensu Enterprise stack (Sensu, Redis, RabbitMQ) for 300+ customers- Supported the Sensu Go stack (Sensu Go, Etcd, Postgresql) for 300+ customers- Write technical documentation for operating Sensu Enterprise and Sensu Go- Provideed in-depth technical product training via webinars and on-site visits- Documented and refined support processes- On-boarded new Customer Reliability Engineers- Served in a professional services capacity to deploy Sensu Enterprise & Sensu Go in various customer environments- Implemented various functional improvements to docs.sensu.io (i.e., Algolia search, copy/paste code functionality)- Contributed to community Ruby plugins- Contributed community Golang plugins- Conducted discovery calls for migrating customers from Sensu Enterprise to Sensu Go- Wrote Puppet manifests to deploy Sensu Go across 60k+ endpoints- Wrote Ansible playbooks to deploy Sensu Go- Wrote Chef recipes to deploy Sensu Go

New York, Ny, Us

- Served as Linux subject matter expert for VIP customer issues with the DigitalOcean platform- Worked with Cloud Operations team to identify and remediate VIP customer issues- Implemented Customer Success dashboard that measured current ticket volume, response time and SLAs using Ruby/Dashing framework

San Antonio, Texas, Us

- Served as tier 2 escalation point for all customer-facing issues- Onboarded/mentored new hires and mentored L1 technicians- Constructed labs for new L1 technicians to practice and hone skills

San Antonio, Texas, Us

- Configure & troubleshoot customer LAMP implementations- Use Ansible to perform mass configurations on customer servers- Troubleshoot Nginx issues- Wrote BASH tool to deploy & configure Alertlogic Log Manager agent across customer estates

San Antonio, Texas, Us

- Initial triage for all customer issues- Configure, deploy, and troubleshoot customer monitoring - Front line phone support- Assist in onboarding new hires

Knoxville, Tn, Us

As a Tier 1 Systems Administrator for Claris Networks, I am responsible for providing end-user and server-side solutions that enable our clients to continue to do what they do best without the fear that their IT challenges will hinder normal operations.My work in this position deals primarily with Windows desktop/server support, Mac desktop support, and mobile support across all three major mobile operating systems. In addition to providing external customer support, I also co-admin our internal virtual lab, and serve as a co-admin for our internal Sharepoint site and am responsible for ensuring the quality and accuracy of documentation for team processes and procedures.

Knoxville, Tennessee, Us

Responsible for ensuring that all system images for store-side hardware configurations are up-to-date (includes: back office, point-of-sale, and restaurant machines).Spearheaded Windows XP deployment changes to make the deployment process platform agnostic across all store-side hardware configurations.Lead deployment and migration of current Windows XP environment to Windows POSReady 2009 and Windows 7, as well as explored and researched changes in deployment methodologies for these two platforms across all store-side hardware.

Us

Provided service to the University of Tennessee Knoxville campus in the forms of troubleshooting operating system and application issues, patching machines, driver mining, editing the registry, configuring network access, spyware/virus remediation. Communicated with customers both in person and in writing about the services performed on their workstations. Worked in a team-oriented environment to ensure customer satisfaction. Mapped drives and troubleshot end-user issues with T-Storage.•Interpersonal/Office

Ms In Communication & Information, Communication Studies

Ba, German

Ba, Speech Communication