During my tenure at Ericsson, I collaborated with exceptional industry experts, driving initiatives to automate deployments, streamline build processes, and establish robust CI/CD pipelines. One of my pivotal achievements was crafting and fortifying an Infrastructure as Code deployment model using Ansible and Terraform while modernizing monitoring systems from Nagios to a more sophisticated Prometheus approach. Notable responsibilities encompassed:- Spearheading the design, implementation, and deployment of a cutting-edge Azure Kubernetes Service infrastructure employing Terraform, Ansible, and AWX.- Innovating the monitoring landscape through the development of a potent platform powered by Prometheus, exporters, and bespoke scripts.- Streamlining deployment of the monitoring infrastructure and configuration using Ansible + AWX.- Architecting and implementing long-term storage solutions for Prometheus data using Grafana Mimir.- Automating on-premise infrastructure configuration deployment via Ansible and AWX.- Contributing to the development of new Docker images and deploying cloud infrastructure for diverse workloads through tools like Ansible + AWX, Terraform, or AWS CloudFormation.My role extended to maintaining, servicing, and expanding platforms, executing updates and upgrades, managing Kubernetes platforms, and ensuring robust documentation through platforms like Jira. Troubleshooting and escalating Linux/Windows-level and Cloud Service-specific issues were among my core responsibilities, along with enhancing monitoring solutions through Azure OMS/Workspaces and Elastic Stack deployments (ELK).Furthermore, I engaged in 2nd and 3rd level escalations, presented workflow enhancement recommendations, and adeptly wielded an array of tools and technologies such as Ansible + AWX, Jenkins, Git, Docker, Kubernetes, BASH, Python, Terraform, and others to execute these tasks effectively.

As a Senior Technical Support Engineer, my role encompassed a multifaceted array of technical responsibilities, where versatility and problem-solving prowess were key. Within this role, I handled a diverse range of tasks:- Facilitating the issuance and seamless installation of various SSL certificates, including wildcard, EV, and single-site types, ensuring secure online experiences for our clients.- Managing and swiftly addressing abuse-related issues such as DMCA complaints, malware, phishing, spamming, and IP blacklisting (RBL), safeguarding the integrity of our systems and services.- Contributing to website optimization initiatives and leveraging my expertise to execute MySQL queries and configure MySQL, NGINX, and Apache services for enhanced performance.- Adapting and fine-tuning server-wide parameters for critical services like pure-FTP, SSH, and CSF/iptables firewalls, ensuring robust security and optimal functionality.- Spearheading seamless migrations of customer websites both internally and from external sources. I employed a diverse toolkit of methods, whether through manual processes (FTP/WGET/RSYNC/SCP) or automated cPanel scripts, ensuring minimal disruption and maximum efficiency.- Proficiently interpreting system, website, and error logs to conduct analysis, including monitoring website statistics and resource usage metrics for proactive troubleshooting.This demanding role required diligent attention to resolving customer and colleague queries via helpdesk and Live Chat systems, along with managing successful website and email migrations.Throughout this position, I consistently demonstrated adaptability, proficiency, and a solution-oriented approach across a broad spectrum of technical domains, showcasing my versatility and successful problem-solving acumen.This experience not only enriched my technical expertise but also honed my ability to thrive in dynamic and complex environments, delivering robust solutions and exceptional support.

In this role, I've honed my skills by tackling an array of advanced technical issues and delving into LXC technology, gaining familiarity with containers — a significant asset in my journey.My experience encompasses a spectrum of cutting-edge technologies:NGINXApacheMySQLCentOScPanel/WHMCloudflare APIGITSHELLPython + Selenium with ChromedriverLet's Encrypt APIMy expertise extends to customizing virtualized server environments, adeptly installing software dependencies and adjusting configurations to tailor them to specific needs.Day-to-day tasks under my purview include:- Proactively addressing abuse-related concerns encompassing DMCA complaints, malware, phishing, spamming, and IP blacklisting (RBL).- Conducting comprehensive audits of resource-intensive sites, accounts, and other triggers within virtualized or physical server environments. I then provide strategic solutions or recommendations for resolution.- Contributing insights to website optimization initiatives.- Executing precise MySQL queries and configuring MySQL, NGINX, and Apache services for optimal performance.- Fine-tuning server-wide parameters for pivotal services like pure-FTP, SSH, and iptables firewall.- Skillfully interpreting system, website, and error logs, including analysis of website statistics, CPU loads, RAM usage, secure logs, and mail logs.- Facilitating smooth migrations of customer websites—internally and from external sources—using various methods such as manual (FTP/WGET/RSYNC/SCP) or automated cPanel scripts.- Streamlining installations for popular scripts.- Resolving DNS-related issues adeptly.Providing valuable assistance in troubleshooting and configuring Cloudflare requests.Collaborating with colleagues to address diverse support inquiries.Throughout this experience, I've not only expanded my technical prowess but also embraced the intricacies of handling multifaceted technical challenges, solidifying my adaptability and expertise in this domain.

In this role, my daily engagement with customers occurred through both a help-desk platform and Live Chat systems, fostering seamless interactions and support delivery.I provided vital assistance across a spectrum of email and advanced technical challenges that were recurrent, including:- Swiftly addressing abuse-related concerns—DMCA complaints, malware, phishing, spamming, IP blacklisting (RBL)—by identifying root causes and taking proactive measures.- Conducting comprehensive audits to resolve high resource usage issues across varied server environments, offering strategic solutions and recommendations.- Proficiently interpreting system logs, analyzing website statistics, resource usage metrics, and running MySQL queries to troubleshoot and optimize performance.- Mitigating website and system outages effectively.- Seamlessly orchestrating website migrations through manual or automated methods, ensuring minimal disruption.- Resolving server-side or client-side programming errors and tailoring hosting and server environments to meet specific needs.- Delivering system administration support for unmanaged plans, including unmanaged VPS.- Facilitating 3rd party installations for popular scripts and customizing Ruby on Rails environments, effectively addressing RoR website issues.- Investigating and rectifying DNS-related problems, troubleshooting FTP connections, and resolving network-specific issues.- Collaborating with colleagues to resolve diverse support inquiries, ensuring a cohesive support ecosystem.Moreover, my role allowed me to engage with advanced technical challenges, handling cases from the Level 3 department and addressing cases from the emergency queue directly managed by management. This exposure broadened my expertise in handling complex technical matters and fortified my ability to provide exceptional support across varying levels of intricacy and urgency.

In this role, I was the direct point of contact for customers, providing comprehensive assistance in resolving a wide spectrum of web-hosting issues. My responsibilities included:- Addressing concerns within cPanel and WHM, offering prompt support through LiveChat and HelpDesk channels.- Configuring, troubleshooting, and resolving account and local mail client email issues, ensuring seamless functionality for users.- Conducting thorough network troubleshooting to maintain smooth operations.- Proactively managing website uptime and swiftly addressing errors, adeptly handling both server-side and client-side/programming issues.- Contributing expertise to local PHP environment customization, tailoring solutions to specific needs.- Analyzing web statistics to optimize website performance for enhanced user experience.- Rectifying DNS errors, implementing new records, and customizing name servers as necessary for improved functionality.- Troubleshooting FTP connection issues and local configurations to facilitate seamless file transfers.- Investigating CSF/LFD firewall issues, ensuring robust security measures are in place.- Reviewing and interpreting system logs to identify and promptly address technical issues.- Escalating complex issues to higher-level support departments for expedited resolution.Throughout this role, I engaged with a diverse array of technologies and software, including Apache, cPanel/WHM, CSF, and a wide range of 3rd party applications such as Wordpress, Joomla, Drupal, Magento, and OpenCart. This comprehensive experience allowed me to effectively assist customers in navigating and resolving various web-hosting challenges.