Danny Lujan Email & Phone Number

New Braunfels, Texas, United States

New Braunfels, Texas, United States

As an Escalation Engineer, I provided advanced technical support for complex issues reported by enterprise customers. I worked closely with Technical Customer Support Engineers to investigate and reproduce customer problems, and utilized critical thinking and problem-solving skills to identify root causes and develop solutions. Additionally, I wrote tools in Python to support lower level support engineers and enhance their troubleshooting capabilities.Throughout my tenure, I maintained excellent relationships with Claroty Enterprise Support customers, Technical Account Managers, Product Management, and local account teams. I ensured that customer issues were resolved in a timely manner and maintained a proactive approach to customer happiness, clearing technical roadblocks and addressing satisfaction concerns.

As a Technical Customer Support Engineer, I investigated and resolved issues reported by enterprise customers, maintained excellent relationships with clients and internal teams, and analyzed and solved complex high-end customer problems. I had a good understanding of Linux platforms, common IT integrations, and networking standards. My strong critical thinking, communication skills, and proactive approach to customer happiness allowed me to provide high-quality technical support to enterprise customers and maintain exemplary levels of service.

San Antonio, Texas, United States

As a Linux Support Engineer III at Rackspace Technology, I served as the escalation point for Level 1 and 2 Linux Engineers across all global offices. I provided advanced technical support and utilized my strong problem-solving skills to investigate and resolve complex issues.Additionally, I wrote process documentation and contributed to the internal wiki to support knowledge sharing across the organization. I also wrote helper scripts in JavaScript to improve efficiency and streamline processes.During my time at Rackspace, I played a key role in assisting with the integration of legacy support for a company acquired by Rackspace. I worked closely with the team to ensure a seamless transition and maintain high levels of customer satisfaction.

United States

As a Linux Support Engineer II at Rackspace Technology, I provided technical support for Linux-based systems to customers worldwide. I utilized my strong problem-solving skills and knowledge of Linux platforms to resolve issues reported by Level 1 and 2 engineers.In addition to providing support, I played an active role in improving internal processes by contributing to process documentation and maintaining the internal wiki. I also utilized my scripting skills to write automation tools that increased efficiency and improved the overall customer experience.Throughout my tenure, I maintained excellent relationships with customers and internal teams, and ensured that customer issues were resolved in a timely and efficient manner.

San Antonio, Texas

As a Linux Support Engineer I at Rackspace Technology, I investigated operational and performance issues using various OS tools and external scripts. I worked closely with Level II and III engineers to identify root causes and develop solutions that met customer needs.In addition to troubleshooting, I implemented customer builds for servers and load balancers, and made changes to configurations, user management, firewall rules, virtual host configuration, CMS installation, and FTP implementation. I also consulted on architecture analysis and server optimization for clients, and designed cloud infrastructure for customers using a mix of PaaS databases, Cloud Servers, Load Balancers, and CDN.To enhance internal knowledge sharing and improve overall customer experience, I wrote how-to articles, overhauled the LAMP deployment Ansible playbook, and contributed to Rackspace tools.Throughout my tenure, I maintained excellent relationships with customers and internal teams, ensuring that customer issues were resolved in a timely and efficient manner.

As a Level III Cloud Sites Technical Support Engineer, I was the primary escalation point for technical issues and provided advanced troubleshooting and technical guidance to the Level I and II teams.In addition to providing support, I played a key role in the development of assessments for WordPress, which were deployed to 120 Rackers via 23 managers. I also worked closely with Account Managers to provide technical expertise during customer calls and architecture reviews.Throughout my tenure, I maintained excellent relationships with customers and internal teams, ensuring that customer issues were resolved in a timely and efficient manner. My strong problem-solving skills and technical expertise were invaluable in providing a high level of support to our customers.

San Antonio, Texas Area

As a Cloud Sites Support Technician II, I provided high-quality technical support to customers using chat, phone, and ticketing systems. I used consistent troubleshooting techniques to quickly identify and solve issues related to CMS optimization, PHP, IIS, MySQL, and MSSQL.In addition to providing support, I worked closely with account managers to ensure customer satisfaction and maintained effective communication with supervisors, management, and other departments. I also took on additional projects and tasks, such as producing instructional videos to enhance internal knowledge sharing.As a key member of the team, I supported the shared hosting environment and utilized my strong problem-solving skills to resolve complex issues in a timely and efficient manner.