Triage incoming issues from customers and account teams alike, identifying severity, and assisting the customer in resolving the issue. When applicable, documenting replication steps and authoring bug reports for product engineering teams to address bugs, while keeping the customer informed of the progress along the way. Work on a rotating on-call schedule that requires night and weekend availability. Work cross-functionally with Customer Success Managers and Sales Engineers with customer calls that require special post-deployment troubleshooting attention. Contributes regularly as either an author or technical reviewer to in-depth, customer facing Knowledge Base articles to help customers with common issues with the product or configure advanced settings for various technologies or specific use cases. Was pivotal part of 3-person team that identified unused/unneeded cloud resources, coordinating with other teams across the company to inform and verify the teams no longer needed the resource. We then tracked the disposed of over 270 of these unneeded collections of resources resulting in an estimated $65,000 per month of savings for the company.

Address tickets that span all products, with issues that would range from educating a customer on how to set up SSH keys with their compute instance, to working with a customer to isolate problems on Kubernetes clusters.Guide customers on how to use or troubleshoot various Linux distributions and commonly used software such as: - Installing software using yum, dnf, apt, etc.- Using tools like df and du for disk space issues, how to expand or check filesystems for errors, understanding/adjusting filesystem and user permissions- Basic installation or troubleshooting of commonly used software like NGINX, Apache, WordPress, Docker, MySQL, etc. Replicate networking problems, and guide customers through troubleshooting issues with network connectivity using tools like ping, netcat, ip/ifconfig, traceroute, ss/netstat, etc., as well as other problems such as adjusting ACLs and Linux firewall rules, DNS, SSH, etc.

Work as the AWS subject matter expert for the entire support team, and actively document solutions to common problems. Work with Enterprise customers on complex technical issues, using experience to make decisions to solve problems with little or no involvement from management.Serve as the first point of contact for escalated issues, either solving the issue or effectively communicating with the appropriate team within the organization to solve the issue.Actively mentoring junior support specialists with any questions they may have throughout the shift, not only answering their questions but also showing how I arrived at the answer with either a practical example or a link to the supporting documentation. Monitored customer's dedicated LAMP servers for any problematic trends in resources or any increase in errors being logged, responding to any alerts in a timely manner. Used tools like New Relic’s APM for transaction tracing to help customers identify bottlenecks or other issues in their applications causing errors or slow response times.Use tools for remotely managing web content on a web or file server, predominantly from the Linux command line.Research and recommend various themes, plugins, and web services for clients.Troubleshoot and resolve problems with DNS, SSL certificates, NGINX, domain mapping, WordPress, themes, plugins, SFTP, SSH, and Git.Assist clients with the migration of WordPress websites from one host to another. Including the uploading of files, importing the database, advising on DNS changes, domain mapping, and importing/ordering SSL certificates.Educate clients on DNS, SSL, web page speed, and limited SEO.Assist clients with offloading large website storage to AWS S3 buckets.Diagnose and resolve resource overuse on Linux servers.

Use tools for remotely managing web content on a web or file server, predominantly from the Linux command line.Research and recommend various themes, plugins, and web services for clients.Troubleshoot and resolve problems with DNS, SSL certificates, NGINX, domain mapping, WordPress, themes, plugins, SFTP, SSH, and Git.Assist clients with the migration of WordPress websites from one host to another. Including the uploading of files, importing the database, advising on DNS changes, domain mapping, and importing/ordering SSL certificates.Educate clients on DNS, SSL, web page speed, and limited SEO.Assist clients with offloading large website storage to AWS S3 buckets.Diagnose and resolve resource overuse on Linux servers.

Planned and documented the installation and integration of networking and computer systems.Created over 350 physical network assets and developed the documentation for the process of each creation and installation. Created products in a development environment for Quality Control before being moved to production.

Read and interpreted engineering documentation in order to install networking cabling and computer systems for 74 mobile military assets.Documented the installation, inspection, and configuration each asset during each stage of the integration process.

Used basic hand tools in order to troubleshoot and repair communications gear such as PCs, laptops, servers, switches, radios, networking cables, and antennas.Demonstrated an exceptional work ethic, and ability to learn in a constantly changing environment that led to an appointment to a responsibility beyond experienceDirected workflow for team of six, documenting all maintenance. Transformed a failing maintenance department into a streamlined operation that met standards with increased efficiency, reducing the need for manpower by 80%.Entered data into computer database, and maintained accurate written records of all repair parts ordered and received.Recognized and filled a need for a subject matter expert on installation and support of developmental, hands free radios in militarized John Deere tractors, resulting in being appointed project supervisor for install teams.Accountable for monthly inventory and maintenance of gear valued at $115,229.00Responsible for the annual calibration of equipment valued at $113,356.00.Competed with 60 peers to be one of four employees to be selected to attend an advanced skill course in antenna construction and propagation in a mountainous environment.