Les Heinen Email & Phone Number

San Mateo, California, US

Dallas, TX, US

• Promoted to develop tools to test and monitor new hardware systems and components for validation and document results for a leader in edge computing and edge applications for deploying, accelerating, and protecting.
• Conduct performance testing on server hardware, software, and configurations and present testing results with department managers and technical staff to determine functional capacity to support data centers in 30.
• Manage lab Kubernetes clusters, test new configurations, and validate procedures to hand off to production operations departments.
• Integrate new systems (physical and virtual) and software into build automation tools and collaborate with SRE and Engineering to transition to production.
• Handle all last level customer-impacting issues when all lower levels of support have been exhausted.

Dallas, TX, US

• Collaborated with Sales team to analyze potential customer needs and determine feasibility of taking on the new account.
• Analyzed Linux server and network capacity for a multi-Tb global CDN and Cloud Platform Services division.
• Discussed potential capital investment needs with senior management to upgrade equipment in order to secure new business; determined ROIs on spending capital to secure better internet rates as customer base increased.
• Developed tools to automate capacity forecasting and customer utilization analysis.
• Conducted performance testing on server hardware, software, and configurations and presented testing results with department managers and technical staff.
• Assisted in planning long-term growth to meet 3/6/12 month sales forecasts.

• Configured, maintained, monitored, and troubleshot Linux and Unix servers and Layer 2 networking devices.
• Supported a global content delivery network and distributed storage platform to deliver cached http and https assets.
• Used configuration and automation tools to maintain a consistent host build environment on over 1,500 servers and network devices.
• Created and updated internal documentation and provided training for Junior Systems Admins and NOC Engineers.
• Conducted performance testing on kernel parameters, network tuning, software configuration, and hardware devices to maximize performance for a high RPS and throughput caching network.
• Carried out maintenance in on-site datacenters including hardware replacement/upgrade, rack equipment, network cable installation, redundant power systems, and cable management.

• Expanded skill set and scope of responsibility; served in shift lead role while continuing to serve as NOC Technician.
• Earned a higher level of access to systems to support clients and handled escalations as necessary.
• Performed basic system and network administration tasks such as starting and stopping services, rebooting servers, identifying faulty hardware, scripting common tasks, diagnosing layer 1, 2, and 3 networking faults.
• Referred to company and industry manuals to learn new tasks to resolve or prevent network impacting events.
• Worked with Linux Engineers, Networking Engineers, and Developers to resolve issues that impacted customers.

• Recruited to provide technical support to a wide portfolio of clients.
• Monitored a Global Content Delivery Network (CDN) and Internet Backbone Network with over 500 Linux/Solaris servers and IP services averaging in excess of 1Tb/s spread out over five continents.
• Provided CDN and Network services support through phone and ticket-based systems for end-users at gaming industry clients including Steam Network, Humble Bundle, independent video game developers, and colocation.
• Resolved basic to intermediate server and networking issues using command line tools over SSH.

Plainview, New York, US

• Promoted to support professional and collegiate athletic departments on the use of the NeuLion content management platform for a privately held company and a world leader in subscription and pay-per-view based IPTV and.
• Provided B2B website, streaming, and CDN support for a Content Management System of over 100 college and professional athletic websites with 175+ clients including NCAA Athletics, NFL, NHL, TVG, PBA, ESPN Europe, and.
• Supported article, advertising, and multimedia website management systems to increase traffic and revenue.
• Assisted on email and ticket requests for support of international clients speaking Arabic, Spanish, and Indian; utilized Google Translate on email to communicate with phone support teams speaking their native language.
• Contributed to a Help Desk Support team offering phone, ticket, email, and after-hour on-call assistance; worked closely with L2 operations and development teams to provide troubleshooting for client needs using.

US

• Provided support to customers (university athletics departments) and end-users (sports fans).
• Assisted customers in account, billing, and entry-level technical issues, and supported end-users with assistance on use of the product to effectively view streaming events and engage on website content.
• Participated in team environment which consistently met and exceeded performance goals for customer service via email, ticket, online, live chat, remote access, and phone communications.
• Utilized logic and intuition to troubleshoot and resolve end-user computer and network issues in the Windows and Mac environments with numerous unknown variables to successfully deliver content.

Bachelor Of Science - Bs, Physics

Completed Coursework In Web Development And Cisco Networking

High School Diploma