Felix Stubner Email & Phone Number

Remote

- Programmed CLI applications and scripts in Python and Bash.- Worked with AWS technologies such as DynamoDB and Lambda to build and enhance integrations used by support staff.- High-level planning and discussion on the objectives of the support team such as hiring goals, self-service strategy, content management, and general CX. - Implemented several processes and workflows to better align the global support team behind agreed-upon objectives.- Took ownership of customer queries and provided support via Zendesk and Slack, escalating with senior stakeholders and engineering directly as required.- Exceeded CSAT target.

Cork, Ireland

- Ensured virtual and physical infrastructure availability in datacentres across NASA, EMEA and APAC regions.- Procurement, deployment, configuration, and decommissioning of datacenter hardware. - Scripted in Python and Bash to automate internal tasks and workflows for end-users.- Implemented software release lifecycle for an internal portal serving 3000+ Global Support staff. Led a sub-team of three to ensure testing coverage and coordinated with developers and stakeholders on release planning.- Assisted GS staff with queries and issues relating to our services through an internal ticketing system. - Worked with virtualisation products such as vCenter Server, ESXi, Cloud Director, and NSX-V. Monitoring products such as vRealize Operations and Icinga. Storage products such as Dell EMC Unity and VNX, and HPE 3Par.

County Cork, Ireland

- Built several actions and workflows for the StackStorm platform using Python, Bash and YAML. These were used by technical support staff to support VMC on AWS customers and in playbooks used for self-healing behaviour.- Participated in code reviews via GitLab and Jira.

County Cork, Ireland

- Implemented and drove the adoption of templates for case documentation and communication with customers. This resulted in less friction for inter-SME transfers and improved time-to-resolution due to case documentation clarity.- Advocated for new technologies and tools being developed and deployed internally, acting as a point of contact for questions and gathering user feedback.- Implemented a manual screening and case distribution process to improve time-to-resolution by having an experienced resource provide insights on new cases prior to assignment and taking individuals' workload into consideration.- Created educational materials and Bash scripts to aid peers with troubleshooting certificate issues in vCenter Server environments.- Mentoring new hires and existing team members through queue reviews and deep-dive sessions.

County Cork, Ireland

- Took ownership of technical issues and provided support via email, phone and remote screen sharing.- Exceeded expectations in closure and CSAT targets.- Assisted peers and other teams with case reviews and overflow.- Specialised in SSL certificate issues across VMware vSphere products.- Created Bash scripts to automate common troubleshooting tasks and log analyses.

County Cork, Ireland

- Took ownership of technical issues and provided support via email, phone and remote screen sharing.- Exceeded expectations in closure and CSAT targets.- Troubleshooting issues by utilising HAR captures and other network logging mechanisms. - Reproduced customer-reported issues using OAuth Playground and engaged engineering resources where necessary by filing bug reports.

Cork

Helpdesk Lead- Implemented a helpdesk solution, including a self-service portal and revised support processes.- Created technical and promotional content for the self-service portal including technical articles, guides, newsletters, and videos. - Trained and mentored staff and clients on products and support procedures. - Took ownership of technical issues and provided support via email, phone and remote screen sharing, coordinating with developers where required.Software Developer- Researched, developed and brought to market an installer written in VB.NET for on-premise installations of the product and silent installs of required third-party software for improved UX. - Managed lifecycle of individual customer-facing web applications backed by Microsoft SQL Server databases hosted on Microsoft IIS.- Maintenance of ModX and WordPress-based company websites. QA Tester- Creation, execution and review of System Test Cases based on Functional Design Specifications.- Coordinated with developers on new feature requirements. - Deployed and maintained test environments using Microsoft Hyper-V and VMware vSphere.

Cork

- Supported customers with technical and billing issues in English and German via email and chat. - Exceeded expectations in closure and CSAT targets. - Mentored new hires through shadowing, and being a point of contact for the duration of their probation. - Created templates for new technical and promotional issues in an effort to support my team in responding to customers in an efficient and consistent manner.

Cork

- Took ownership of general customer queries and provided support via the phone. - Assisted customers with scheduling holidays in both resorts and hotels, taking overdue and maintenance-related payments and doing customer outreach when they had not yet made use of their timeshare.- Mentored new hires through shadowing, and acted as a point of contact for tool and process-related questions.

Cork

- Waited and bussed tables.- Maintaining stock levels and restocking items where necessary.- Completed end-of-day cash process timely and precisely.- Did what I could to make the customer experience a pleasant one.

Front End Development Nanodegree, Computer Science

Intermediate Python Nanodegree, Computer Software Engineering

Full Stack Web Developer Nanodegree, Computer Software Engineering

Leaving Certificate

Junior Certificate