- Lead for the migration from Jenkins to Ansible/AWX automation including AWX installation, configuration and playbook authoring.-

- Provide technical support and general use assistance to end users on the Volusion eCommerce platform.- Troubleshoot, document and if needed, escalate errors and platform issues.- HTML./CSS and Javascript based template alterations to store template files as part of the custom code team.- Monitor server and service status. Restart stopped, escalate networking and server issues to overnight on-call NOC team.- Developed Angular/Firebase tools to assist support team with diagnosing data import and related issues.

- Diagnose, prioritize and resolve technical product issues.- Investigate and write product documentation that will inform and educate product end users.- Investigate, diagnose and document both product defect reports and product enhancement requests.- Troubleshoot and advise on customer code level integrations utilizing PHP and Javascript.- Triage inbound phone calls, cases and emails- Answer post-sales usage questions about SugarCRM products- Manage customer support interactions to a positive and best-possible resolution, always focused on delivering world-class customer support- Assist with internal documentation of processes and support related issues.- Document and escalate technical issues to tier 2 support engineers.

2013 -Junior Web Developer- Promoted to the newly created position of junior developer.- Develop new features and tools and maintain existing features.- Complete new site and redesign take live procedures.- Developed and maintain mobile course GPS.- Resolve escalated customer issues.- Mobile site design and development.2012 - Tier Two Technical Support- Promoted to the newly created position of tier two support technician.- Resolve escalated support issues.- Assist in new support employee training and training documentation.- Changes to apache and dns that require elevated access.- Support and maintain sister company Joomla installations.2008 - Tier One Technical Suppport- Website updates and maintenance using HTML, CSS and Jquery.- Create, Customize and Monitor email marketing campaigns.- Set up and maintain customer email addresses as well assist customers with email client set up.- Resolve and update customer trouble tickets.- Maintain, organize and update customer email subscribers database.

- Assisting customers with set up and issues involving wireless internet connectivity, web browsing and email clients.- Scheduling new customer installations and on site service calls based on service location and representative availability.- Monitoring email server and wireless towers for outages and issues that may lead to customer service interruptions and alerting engineers.- Assisting Installation specialists with configuring signal strength to towers in area and also entering MAC address and other pertinent information to customers data.- Contacting customers for post installation follow ups and to update billing information for past due balances.

- Troubleshooting wireless, dsl, cable and dial up connectivity issues via phone, email and web based java chat.- Creating new email accounts and assisting customers with email client set ups.- Writing, following up on and escalating customer trouble tickets via custom ticketing system.- Monitoring server performance and email traffic for possible issues that may affect customers and alerting service engineers to issues.- Provide information and scheduling for new service installations.