Used my knowledge of multiple cloud environments to assist customers with implementing our observability platform.- Worked closely with customers to tune settings for the SIEM platform- Assisted the sales team with revenue growth thru technical demos and walk-thrus in the products

Customer Focus:- Worked closely with customers to translate needs into deliverables and actionable plans for implementation.- Actively managed projects for the deployments, installs, migrations, and upgrades of customer equipment.Conducted on-site visits with customers which included all levels of leadership to communicate on projects.- Followed up with customers by creating RCA documentsCommunication:- Interfaced with internal teams to gather updates for customers and consolidated the feedback into service reviews.- Updated JIRAs and ticketing system for tracking and milestones.- Created timelines for project tracking - Worked with cross-functional teams to improve business processes and communications to customers.- Assessed technical risk and debts and worked with teams to implement improvements.- During outage events, worked with multiple teams to find the best path forward for minimal downtime.- Consulted with product managers to develop new product lines and improve existing customer interfacesMy position also required me to be on call for technical emergencies with customers. Attained certifications for: AWS Business Professional and Google Professional Cloud Architect.Technology: VMWare, SAN, f5, Cisco ASA, Windows Clustering, SQL, Linux

Responsible for multiple clients in a call center environmentUsed my time in the position to seek out problems in process and correctBecame Cloud Tier II to help the floor with new technologiesHad highest call volume and ticket metrics multiple timesWith high levels of ticket ownership, my account managers included me in many customer calls, meetings, and planning sessionsLearned how Rackspace internal systems worked and used that to the customer’s advantage in many cases. This led to high customer satisfaction and emailed praise from customers.

Administered: - Mac OSX - Cent OS - Windows ServersSupervised two tech’s on daily activities and work ordersMaintained Active Directory, network equipment, and software licensing for the entire companyInstalled and maintained High Availability Cluster environment using Barracuda front end load balancersCreated Sharepoint Intranet and administered its integration into the company’s workflowMaintained Apache, IIS, and Coldfusion applications. - created a custom Apache config to streamline our deployment of web servicesWorked with 30 partner school’s IT departments in the process of integrating the e-learning systems with their own. This often included modifying their LDAP /AD services, changing ports on firewalls, and testing services for security.Supported and upgraded the Learning Management System called Moodle.Created video workflow for the company’s video production servicesMoved the majority of our services and servers over into a VMWare environment.- Was presented an award for hard work for 2009 from the CEO

Worked closely with the Network Administrator to keep servers and computers up and running.- Rolled out new version of Windows to all workstations- Researched and implemented new ticketing system- Worked with marketing team to define criteria for new website and rolled out finished product- Upgraded internal wiki from ColdFusion to Sharepoint- Created SharePoint repository of engineering documents- Tracked and maintained software licensing documentation- Worked with Microsoft Partners to convert onsite licensing to Software Assurance and combined CALs

Worked with clients to insure a smooth install of telecommunications equipment.