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 Department director• 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• Member of a 24/7 on-call system

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 CI/CD release pipelines• 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 “Day 1” building and remote virtual assistance.• 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)• New Hire Orientation (NHO) support, configuration and provisioning of system hardware• Performed coordinated networked device upgrades (e.g. printers, wireless access points)• Asset management: Maintained inventory of hundreds of company assets in internal hardware database • Ticketing systems: Triaged, coordinated action on, and resolved thousands of tickets across queues around the globe

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), Exchange, Skype for Business (SfB; Lync), Microsoft Teams and Microsoft Office products in an enterprise environment.• 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• Computer hardware: Support, Maintenance, Upgrades, lifecycle retirement• PC Hardware & Software Configuration & Installation: Designed and implemented multiple deployments for Microsoft Deployment Toolkit (MDT) for customized on-site imaging

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:• Processed credit card applications• Customer Service relations for product returns• Operated sales registerCustomer Service I:• Operated sales register

Aa, Telecommunications

Aa, Telecommunications

Certificate, Information Technologies And Communication Services

Diploma