Cory C. Email & Phone Number

San Francisco, CA, US

• Solve complex customer support tickets including Linux, Windows and macOS operating systems, source code, and web application issues utilizing GitHub features and services
• Effectively communicate technical information to customers and product engineering groups at GitHub
• Identify bugs and improvements in the GitHub Enterprise codebase and public documentation
• Manage urgent customer investigations during business hours as part of an on-call rotation

New York, NY, US

• Google Cloud Platform (GCP) performance monitoring and tuning, including Terraform and Kubernetes administration and deployments
• Shell scripting and Docker troubleshooting
• Participated in root cause analysis and identification of corrective activities for platform events
• Mentorship of new System Administrators and Support Engineers
• Member of a 24/7 on-call system

New York, NY, US

• A remote-first IT generalist supporting all aspects of a growing start-up's evolving technical needs ranging from hardware to software support.
• System architecture: implements hardware configuration and software provisioning of various applications as requested by executive leadership
• Project coordination: cross-collaboration with evolving processes across multiple business units such as Information Security, Networking, and Database Administration teams reporting project statuses directly to IT.
• System Administration: developed change management request process, writes and executes change management requests in a VMware environment of Windows and Linux operating systems
• End-user support: performs new account provisioning and offboarding; assists users with permission requests and general computer support on Windows and macOS operating systems
• Documented new and evolving technology department processes

Seattle, WA, US

• AWS EC2 platform and AI/ML operational diagnosis, response, measurement and process automation for government cloud services (including EC2 Auto Scaling, SageMaker, Textract, Translate, Transcribe, Polly, Lex).
• AWS region engineering: Launched Comprehend Medical, Amazon Textract, Amazon Lex services in AWS GovCloud
• AWS Guardian: Advised service teams on internal application security review processes and requirements following AWS Security best practices and implementations for service launches
• Performed code improvements (Shell, Ruby, Python, Java) and automation of service architecture (infrastructure as code (IaC) with CloudFormation) and related automation improvements using source-code control (git) with.
• Performed execution of change management for semi-automated services
• Ensured SLA/SLI/SLOs for hundreds of AWS microservices as part of a 24/7 on-call system

Seattle, WA, US

• AWS operational diagnosis, response, measurement and process automation for commercial cloud services.
• AWS region engineering: Launched Amazon Rekognition in four new AWS regions
• Technical writer for evolving maintenance of AWS service operational runbooks
• Internal AWS customer operational and transactional support for multiple AWS services via multiple ticketing systems to maintain team internal and external SLA/SLI/SLOs
• Ensured SLA/SLI/SLOs for dozens of AWS microservices as part of a 24/7 on-call system

Seattle, WA, US

• IT Support engineer that provided 5-star customer support to all internal Amazonians, including "just walk up" support across the Seattle office and as a primary engineer at Seattle’s largest corporate office in the.
• IT Helpdesk Remote Support Pilot: Led text-based chat initiative pioneering remote troubleshooting with a global userbase from standard desk-side support
• Technical writer for dozens of end-user support articles provided company-wide on a self-service technical support portal, eliminating paper-waste
• Led IT team-internal documentation and communications for emergent issues
• Email, SharePoint, Mobile Device Management (MDM) configuration and support
• Personal computing maintenance, software and hardware troubleshooting (Windows 10, macOS, Ubuntu)

• Contracted full-time to Microsoft Corporation for Microsoft Corporation’s on-premises and Office 365 environment support.
• Automated software/trend reporting for departments on key system metrics with PowerShell (2+) and T-SQL
• Email flow management from mailbox migrations and company acquisitions, email list management, SPF, DMARC and DKIM configuration and implementation
• Supportability and bug reporting for client applications and services to Product Group (PG) for Forefront Identity Manager (FIM), Microsoft Identity Manager (MIM), Azure Active Directory Connect (AAD Connect).
• Ticketing systems: Helpdesk escalation point for Tier 1, Tier 2 and Tier 3 teams with a global userbase

Seattle, Washington, US

• Small to Medium-sized business consultant providing support of networking, software, web hosting and support for multiple software with an emphasis on Microsoft software.
• Web Site Administration: Maintained and updated customer hosted websites (ASP.NET, WordPress)
• Email Spam Administration: Maintained allow/deny lists per individual company specifications
• Network Administration: Firewall/VPN Installation (SonicWALL) and software configuration/maintenance per individual company specifications
• IP Telephony/Video Conferencing: Installed AudioCodes and Polycom hardware solutions and integrated with Microsoft Lync (Office Communicator) for modernization
• Customer Service/Helpdesk: Remote and on-site Tier-1 and Tier-2 helpdesk support

Richfield, Minnesota, US

• Operated the front-desk of in-store services and walk-in support
• Performed phone consultations for recommended services and troubleshooting
• Performed various sales, hardware and software upgrades, virus repair, and general troubleshooting of electronics for customers and customer service department

Richfield, Minnesota, US

• Front End Leader:
• Performed nightly cash deposit prepared for store
• Supervised for Customer Service desk and customer escalation point before general store manager
• Processed credit card applications
• Customer Service relations for product returns
• Operated sales registerCustomer Service II:

Aa, Telecommunications

Aa, Telecommunications

Certificate, Information Technologies And Communication Services

Diploma