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 operations.• 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.• Conducted thorough evaluations of Azure environments to identify configuration and performance bottlenecks, security vulnerabilities, and potential liabilities. • Recommended and implemented performance enhancements and best practices to improve overall system reliability and efficiency.• Conducted thorough evaluations of Azure environments to identify configuration and performance bottlenecks, security vulnerabilities, and potential liabilities.• Assisted in scripting automation tasks through PowerShell and Azure CLI for routine tasks, such as virtual machine creation, resource scaling, and environment audits, to enhance operational efficiency and reduce manual overhead.• Supported (B2B) clients with debugging and optimizing production code for web applications written in C#, .NET, Python, Java, and JavaScript hosted on Azure.• Leveraged Azure Resource Manager (ARM) templates• Assisted customer with configuring and managing Azure Storage (Blob, Table, Queue, and File Storage), Azure SQL Database, and Azure networking settings (VNets, Subnets, NSGs, Load Balancers).

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, EBS) based on usage patterns and business requirements.• 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.• Designed and implemented RESTful APIs using C# and the Web API framework to facilitate seamless data integration between internal systems and external cloud-based applications.• Assisted IT and development teams in designing, developing, testing, and debugging C# applications for Windows desktop and web environments hosted in the cloud. • Provided technical support for software deployment, ensuring seamless integration with cloud-based services and adherence to best practices.• Partnered with DevOps teams to support CI/CD pipeline processes, contributing to the automation of deployment, testing, and monitoring of cloud-hosted applications.• Assisted in creating Infrastructure as Code (IaC) templates to standardize cloud deployments and streamline operations.

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.• Managed active directory user accounts, group policies, VPN, and exchange mailbox administration and configuration.• Used SCCM to manage devices actively connected to the network and deploy software.

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.• Coordinated with customers and vendors to ensure that issues with software and hardware were resolved.

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 Windows (Intel) and Mac OS 7.5-X platforms.

Bachelor'S Degree, Computer Science

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