Build out SafeGuard Cyber's brand-new infrastructure, SRE team, while helping to refine support processes leveraging my past experience in Rackspace's heralded Fanatical Support.

build, plan, and scale multi-cloud infrastructure using CI/CD, Infrastructure as code, configuration management, Git. monitor and respond to backend issues in said environments. I have a niche focus on Cassandra performance tuning specifically on top of that. python and go codebaseELK stack management, Kafka administration, MongoDB administration, Consul service mesh, and more

Do all the things as needed in early-stage startup life:- Create or further enhance platform observability (Grafana, Prometheus, Helm)- Automate where possible (Go, Ansible)- BGP announcement changes- eBPF and other Linux troubleshooting- On-call rotations- Determine where we can shift from day 1 startup mode to introduce more streamlined process- Coordinate with various teams to bring PoPs live for the first time- Lead war rooms during incidents with reps across numerous teams- Engineering point of contact for changes or incidents with largest customer- Onboard new hires

• Responsible for maintaining reliability of Rackspace Email storage backend and overall infrastructure including hardware maintenance, various depths of Linux troubleshooting, rolling software upgrades, and configuration management of over 1,500 CentOS servers, both bare-metal and virtual.• Bash and python scripting for day-to-day automation• Update legacy Python codebase to switch org-wide auth from FreeIPA to Active Directory• 24x7 on-call rotation experience with PagerDuty as on-call solution• Github for version control• Ansible used to design and deploy configuration, restarts, etc.• Deployment, configuration, maintenance, and performance tuning of Apache Cassandra + Python alerting• Hardware and software update planning for 10PB+ Scality backend • MySQL administration and troubleshooting (initiated project to update system architecture to remove unneeded bare-metal components and save money)• Familiar with F5 BIG-IP LTM, virtual IPs, and pools• Plan and size new projects• Onboard new employees• Interview candidatesWho I am:The teammate that fosters healthy communication between team members and across teams. I will volunteer when no one else can, even when facing a steep learning curve. I am willing to lend a helping hand at almost anytime even off-hours through Slack while understanding the need for work-life balance. I encourage asking questions as I asked thousands to get from customer service to where I am today.

3rd, or overnight, solo-to-2-man shift doing pure Linux systems administration for a fleet of > 2,000 Linux hosts, some virtual, some bare-metal.Answer support tickets to provide final resolution to customersFile bug tickets when issues are found that required planning and execution from other teams.

In addition to providing front-line customer service via phone, chat, and support tickets, I have spearheaded a movement to be the first lead email technician. Lead email technicians bridge the gap between support and operations/engineering. We are expected to be the last line of defense in support, able to answer the easiest questions as well as the most difficult. Self-management of tasks and projects is crucial as our days vary greatly in terms of what is on our table. In addition to all support-related endeavors, we must analyze trends in support volume, issues, potential service disruptions. Last but not not least, we are committed to learning both Linux and Windows sysadmin duties to lead into Operations duties down the line.

- Provided technical support and customer service to customers using AT&T's U-verse IPTV, VOIP, and broadband services - Coached teammates towards success goals and to be mentors- Reduced center's average call handle time by finding out who needed help and steering those conversatons to conclusions or jumping on the call myself to provide more granular technical assistance- Handled supervisor phone escalations- Quality checks on phone calls- Led meetings teaching AT&T's "Sound of Service"​ which was a customer service initiative surrounding how reps sound on the phone

Taught employees new technology to increase efficiencyPerformed technological troubleshooting tasks for co-workersEdited photos for self-promotionEdit websiteManage SharePointMade sure company had up-to-date licenses and certifications, over 50Maintained local area network Utilized CiberCut to create vinyl designs for construction-site signs

- Design advertisements for billboards, buses, and bus shelters- Revised map for Rivercenter Mall in San Antonio

Call around San Antonio to retrieve high school football scores from individuals who previously volunteered to be called for updates. This required flexible communication skills as you were calling people who were at extremely loud events, upset by the game's outcome, unavailable to speak, etc.Input scores using Adobe Dreamweaver to update SASports.com Football Scores page

- Manage customer transactions and bill payments- Keep count of and replenish products- Learn marketing strategies used by VS- Assist customers in-store with product suggestions, advice, etc.

- Set up video projectors and sound systems for campus events- Film university concert band recitals- Final Cut Pro and IMovie video editing- Campus photography- Develop film- Serve as front-desk representative for both students and faculty at the AIMC in the St. Mary's library