Geoff Hellings Email & Phone Number

Azure & AWS Cloud Management for SaaS Applications• Expertly manage and optimize Azure environments for high-availability SaaS applications, ensuring scalability and performance.• Implement and oversee monitoring solutions with Datadog, focusing on site reliability engineering (SRE), application performance management (APM), and real-time metrics.Cybersecurity & Compliance• Configure and maintain Akamai's WAF to protect against vulnerabilities, ensuring robust security protocols are in place.• Proactively use Intrusion Detection Systems (IDS) to monitor network traffic for suspicious activities, enhancing our security posture.• ISO 27001 compliance, leading internal audits, process improvements, and regulatory adherence.System Integration & Expansion• Participated in technical integration following the December 2023 merger, focusing on harmonizing IT systems and cloud services between entities.• Manage multi-cloud environments, utilizing AWS and Azure infrastructureTechnical Documentation & Team Development• Author comprehensive technical documentation, ensuring clarity and accessibility for all team members.Team Leadership & Knowledge Sharing• Drive team education initiatives, mentoring junior members and facilitating training on emerging technologies and security practices.• Foster a culture of continuous improvement and knowledge sharing, significantly improving team collaboration and efficiency post-merger.

San Antonio, Texas Metropolitan Area

Serve as the customer’s trusted Tableau advisor to Strategic Premium Support customers and become an extension of their workforce through various areas of personalized service. Identifying and addressing technical concerns, requests, and aligning to customer priorities, projects, and problems. Bring senior-level technical expertise, and will act as the primary technical point of contact for the account by coordinating with Product Management, Sales, Technical Support, and Engineering to manage the customer relationship. Key Accomplishments:• Develop an in-depth understanding of the customer’s Tableau environment, business stakeholders, and their reporting and analytical needs.• Offer best practice guidance and recommendations for optimum health and performance of the Tableau ecosystem.• Build strong cross-functional working relationships with Sales, Engineering, and Product Management.• Provide escalation management on critical cases with Support, Sustaining Engineering, and Development to provide regular status updates to the customer.• Communicate with all required stakeholders on crucial support cases and high priority issues.• Conduct quarterly reporting and deployment reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements.• Identity revenue opportunities and partner with the account team to recommend paid services, licenses, training, and additional Tableau products to meet current needs and future growth.• Contribute to Tableau knowledge, community, and training resources.

San Antonio, Texas Metropolitan Area

Member of the new technical onboarding team in Customer Success to establish new value to customers. Key Accomplishments:• Created and implemented and refined new onboarding processes, tools and documentation for a newly formed onboarding team.• Worked directly with project managers in Professional Services team to align onboarding of both new and current customers.• Worked with other TAM’s, Product Managers, training department and the new Gainsight teams to make sure the information and resources were to achieve quick first value to our customers.

San Antonio, Texas Area

As a technical advisor I engage in conversations including identifying technical needs, roadblocks, IT and business requirements for both public clouds and private clouds. This includes working with support operations, account teams, and products to find solutions that are best for the requirements and needs of the customer. Key Accomplishments:• Worked with over 20 customers migrating from a closing location to both the public cloud and logical migrations with a high level of success.• Worked with product teams to develop new solutions and products to solve needs. o Reconstruct a Colo deal to a managed IaaS solution that increased monthly revenue on that deal by 5 times.o Use Veeam in P2V offsite backup and recovery solutions.Duties:• Engage with the customer to find solutions to their hosting requirements.• Create diagrams and solutions to present to the customer.• Teach and help Account Executives and other non-technical sales roles the products and how to utilize them to meet customer’s needs.• Provide documents that visualize and describe upcoming deployments in both pre and post sales processes.

San Antonio, Texas Area

My customer base consisted of over $1,000,000/month in account revenue for Rackspace and it was my job to work with those customers and help retain their business with Rackspace by providing a partnership with every account, acting as an extension of their business. I worked to resolve issues with their environment and look for ways to improve their process to hopefully prevent future incidents for the customers. In my role I was also able to mentor and train members of the systems administration team, familiarizing them with the Rackspace product line and support methods of the company. I have helped the customer work to tie together their dedicated footprint to their cloud footprints in AWS and Azure, helping them leverage various cloud platforms to make one highly adaptable environment.Key Accomplishments:• Within Rackspace I strived to be a leader in our community, offering mentoring and learning opportunities to other Rackers. Including mentoring junior engineers and helping our Admins develop skills to become engineers.• I worked to bring all my accounts from passive and detractor NPS scores to Promoters and to have long term renewal contracts signed.• I grew my account base over 20% year after year in MRC in multiple years.Duties:• Propose and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.• Responsible for solving customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP or other software issues.• Work with the most complex configurations hosted in the Rackspace environment in a 79,000 server plus environment• Manage Windows Server environments utilizing Active Directory, IIS 6,7,7.5, & 8 Microsoft SQL Server 200x, Microsoft Clustering Services (MSCS) with SAN, NAS, & DAS configurations• Create and provide QBR regular calls with customers.

San Antonio, Texas Area

I was involved in deploying, supporting and maintaining servers and infrastructure for Rackspace customers ranging from medium sized businesses to global enterprise operations all of which are hosted at Rackspace data centers around the world.In my role as a Windows Administrator at Rackspace I was responsible for providing support to critical systems that were configured for optimal uptime using HA and DR technologies on software and hardware levels. I worked independently, or with other teams when required, to resolve alerts and customer-initiated tickets from our ticketing system. On a daily basis I worked with Windows Server 2003/2008/2012 technologies such as AD, DNS, DHCP, IIS, WSFC, RDS, SQL and DFS. I provided troubleshooting while keeping the customer informed by communicating technical issues to both technical and nontechnical audiences.Many peers and colleagues reached out to me for technical questions due to my willingness to work with them and my open personality.Key Accomplishments:• Rated a hard-to-achieve strong rating in my last two half-yearly reviews.• Nominated for a companywide Fanatical Jacket Award for my work on the team.• Chosen to train and mentor new team members, including both technical and procedural needs.• Assigned projects that required ownership to completion and required collaboration of many teams.Duties:• Work and resolve issues and questions from our customers on the phone and tickets.• Assist with the account teams to ensure the environments at Rackspace are maintained and patched.• Write and execute maintenance steps and plans.• Setup and configure new servers for existing customers.• Responsible for solving customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, or other software issues.

Worked with the team to help develop the new master ticket process that became standard policy for all deployments.Was able to work many of the implementation roles and cover for members of the team as needed.Learned the process to deploy equipment to new and existing customers. This would include new customer onboarding until they received their equipment. Also resolving any questions and issues that appear during deployments.Duties:• Build, Track, and Online new and existing customers. This starts by gathering information on the client’s needs and making sure the deployment meets those needs.• Co ordinations with all the other departments to make sure timelines are met and information is passed to needed parties.• Sends email, makes phone calls, and updates tickets with status updates and any other information.

San Antonio

Worked with many teams and successfully migrated all servers from the SAT datacenters to DFW for the SAT Datacenter closures. Earned a Rack’em award for my work on the project.Moved from shift lead of only SAT2 to also be shift lead of SAT1 at the same time.Worked successfully thought the struggles of a small team with one member getting cancer and another going on paternity leave just before the holidays.Assisted the data center operations manager in interviewing and selecting contractors to fill vacancies during the datacenter closers. Some of the contractors became full time permanent rackers.Duties:• Manage technicians and work they do.• Ensure that adequate coverage and hours for the shift are reached.• Conduct reviews and motivate peers to increase their technical and business skills.• Train and teach new datacenter and Rackspace policies and procedures.

Dallas/Fort Worth Area

Worked together with all my peers to develop new policies that were implemented company wide.Duties:• Build, QC, and rack new and existing customer managed hosting solutions.• Handle server and network device upgrades and maintenances.• Work with other fellow Rackers to resolve issues and online customers’ solutions in a quick, professional, and fanatical manner.

Dallas/Fort Worth Area

Provide support for all levels of issues. Work with other members of the company to provide complete and comprehensive services and support for voice, data, and internet connectivity for all clients and customers.

West Hollywood, Ca

Maintain and support Linux servers. Resolve any issues regarding FTP, Web, DNS, and SMTP on network servers. Work with users that need access to servers. Work with Xen virtualized servers. Resolve all Macintosh support issues.

Monitor and track jobs and other technicians. Follow up on quality of work with clients. Create and develop new policies and company standards. Ensure that work is completed in a timely and professional manner. Solve issues that other support technicians could not solve. Create and develop good security and recovery solutions for our clients

Monrovia, Ca

Setup and configure complete systems for the telecom industry. Create instructions and documentation for upgrades and maintenance. Travel on site to various locations around the country as support required. Maintained support inquires through all stages of resolution, including RMA, bench work, re-engineering, etc.

Bozeman, Mt

Answer incoming telephone calls and resolve problems or answer questions. Install and support the Linux servers running Zoot’s custom software. Respond to system pages and follow documented instructions for resolution. Ensure complete resolution to every support request per client's satisfaction. On a daily, weekly, and monthly basis deliver client information to via CD, tape, paper, electronic, etc. Monitor systems for availability and uptime. Maintain systems to perform to meet customer’s and Zoot’s service level agreements.

Bozeman, Mt

Onsite administration and technical services for networks, computers, etc. System consulting and planning for networks and computer polices. Recommend and specify upgrade needs and demands. Create and document projects relating to all aspects of the computer and network systems.

Glendale, Ca

Provide technical support for Panda Software’s complete line of corporate software packages. Assist and resolve customers’ issues, with the use of phone, email, and remote control. Support anti-virus products for all sized networks (5 users up to 6000+ users).

San Bernardino, Ca

Install and maintain servers (Windows 2000-2003, Exchange, SQL, Terminal Server) for the small to medium sized office. Install, update, and troubleshoot voicemail systems. Set up office-to-office and office-to-home VPN solutions. Work on voice-over-IP for remote workers. Install computers for security and card access systems. Install and maintain PBX and key telephone systems.

Montclair, Ca

Build computers from entry level home to workstation and server levels. Install network cabling and equipment. Repair and troubleshoot machines at the office and in the shop. Install software on home PCs, desktops, and servers.

Pomona, Ca

Work on Cisco equipment for troubleshooting and new installs.. Handle all calls and email issues, and resolve promptly. Assist clients with any types of internet related issues. Assist other technicians with more advanced issues in a team.

Montclair, Ca

Build computers from entry level home to workstation and server levels. Install network cabling and equipment. Repair and troubleshoot machines at the office and in the shop. Install software on home PCs, desktops, and servers.