John Rucker Email & Phone Number

Atlanta, GA, US

Redmond, Washington, US

• Engaged directly with customers (B2B) to understand their needs to meet their business requirements.
• Led efforts to troubleshoot and resolve complex technical issues, maintaining high levels of customer satisfaction.
• Provided comprehensive proactive and reactive support to customers (B2B) by ensuring their Azure workflows and environments were optimized for upcoming events, such as migrations, platform changes, and scaling.
• Delivered in-depth technical support for Azure services, including performance tuning, configuration optimization, and managing open-source software deployed on Azure.
• Diagnosed and resolved complex issues involving Azure IaaS and PaaS services, ensuring seamless customer experiences.
• Worked closely with Azure engineering teams to address platform bugs, implement fixes, and develop enhancements. Provided feedback and insights.

Houston, Texas, US

• Installed, configured, and maintained cloud-based infrastructure on AWS, leveraging services such as EC2, RDS, S3, IAM, Elastic Beanstalk, and Elastic Load Balancers.
• Managed the deployment and scaling of resources, including AMIs, snapshots, and volumes, to optimize performance, cost, and reliability. Conducted regular audits and upgrades/downgrades of AWS resources (CPU, Memory.
• Developed and executed Python scripts to automate routine cloud management tasks, including server provisioning, backups, and monitoring.
• Created automation scripts for testing application functionality and streamlining workflows to improve efficiency and reduce operational overhead.
• Configured and managed MySQL databases on Amazon RDS and EC2 instances, performing tasks such as provisioning, backup management, performance tuning, and access control.
• Utilized S3 for secure storage of databases and logs, implementing automated backup and recovery solutions.

Houston, Texas, US

• Acted as second-level technical support agent maintaining computer hardware and software.
• Addressed and resolved customer product complaints empathetically and professionally in Jira ticketing, in person, over the phone, online chat, and email.
• Installed and configured commercial and proprietary applications for internal users and setup hardware (PC, Mac, printer, and mobile devices) for office and field use.
• Acted as system administrator: created user accounts, group policies, and added computers to the network.
• Monitored and tracked customer problems and network outages in JIRA ticketing system.
• Configured and deployed mobile devices, operating systems, servers, and computers.

Atlanta, GA, US

• Designed, created, and maintained web applications in C# using Microsoft Visual Studio.
• Assisted in interpreting design specifications, clients' requirements and use cases into functional applications as well as in ensuring their best possible performance, quality, and responsiveness.
• Performed unit testing using NUnit, regression, functional, Browser compatibility testing.
• Assisted in designing and developing new features and functionality for software applications as per requirements as well as in identifying and debugging defects in application code.
• Assisted Senior Developers in researching user questions on application usage, processing logic, and calculations as well as performing thorough program and application testing as required.
• Used GIT for version control code.

Atlanta, Georgia, US

• Configured Cisco routers, switches, firewalls, and hardware-based VPN routers/access points.
• Evaluated network performance and created improvement strategies with Solar Winds.
• Executed change management requests, communicated with local/vendor technicians responsible for resolution.
• Performed duties of help desk / desktop support technician II – provided technical support to client users and documented incidents using ServiceNow ticket tracking system.
• Troubleshot TCP/IP connectivity, managed IP address assignment, and CISCO device management remotely.
• Installed, configured, and maintained commercial and proprietary applications for internal/external users, and setup hardware for office and field use.

Atlanta, Georgia, US

• Acted as second level technical support agent answering phones, emails, and ServiceNow tickets.
• Installed and configured commercial and proprietary applications for internal users and setup hardware (Windows Mac, printer, and mobile devices) for office and field use.
• Monitored and tracked customer problems and network outages in Solar Winds
• Configured and deployed mobile devices, computers, and Cisco wireless devices.
• Managed active directory user accounts, VPN access, mobile device setup, and exchange mailbox administration/configuration.

Philadelphia, PA, US

• Level 2 technical support representative for inbound/outbound calls and emails
• Tracked customer trends using Remedy.
• Responded to customer calls concerning Internet connectivity, email application configuration, operating system setup(Windows and Mac), and network setup.

Atlanta, Georgia, US

• Acted as a liaison between Earthlink customers and several broadband vendors to resolve complex connectivity problems.
• Reduced the length of nationwide DSL outages and disruptions; actively monitored trends in the trouble ticketing system and reported to the Network Operating Center when a WAN outage was detected.
• Responded to customer and employee calls regarding software, hardware, and other issues such as installing computer hard drives, using FTP to access personal web space operating systems and company software on both.

Bachelor'S Degree, Computer Science

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