Kynan Ware Email & Phone Number

• Solve complex customer support tickets often involving Linux servers, source code, and web application issues• Effectively communicate technical information to customers and engineering groups at GitHub• Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly• Identify bugs and improvements in the GitHub Enterprise codebase• Manage urgent customer outages during business hours

Edmonton, Alberta, Canada

• Developed and managed DevOps processes and automations• Developed and maintained public documentation solutions• Managed high-stress customer relationship situations to provide quick and satisfying solutions, increasing customer retention levels• Trained new and existing staff to improve overall customer experience and support delivery• Worked escalated cases requiring subject matter expertise

Edmonton, Alberta, Canada

• Transformed data programmatically for ETL processes• Trained new staff on company procedures and software• Hosting in-person and remote client training seminars• Authored external and internal technical documentation• Managed user accounts, performing backups, configuring Windows and Linux servers• Thoroughly tested and deployed software updates on Linux systems and Windows systems• Provided remote and in-person support for both software and hardware issues• Balanced conflicting priorities and receiving direction from multiple sources• Communicated complex software requirements in both written and verbal mediums