Matthew Martinez Email & Phone Number

Albany, New York, United States

San Antonio, Texas, United States

Provide a high level of technical support to our customers via the phone, ticketing system, and automation.Develop tooling and processes to drive and improve customer experience.Create wiki articles, playbooks and provide mentoring on customer related issues to support teams.Technical point of escalation to the Cloud Support and Internal Engineering teams.Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.Took… Show more Provide a high level of technical support to our customers via the phone, ticketing system, and automation.Develop tooling and processes to drive and improve customer experience.Create wiki articles, playbooks and provide mentoring on customer related issues to support teams.Technical point of escalation to the Cloud Support and Internal Engineering teams.Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.Took ownership and initiative of complex customer issues which may take several days or weeks to implement and resolve. Show less

San Antonio, Texas Area

Author, maintain and improve Puppet, Chef & Ansible deployments.Collaborate with other Engineers and the Developer team to troubleshoot and resolve bugs & issues.Scale and manage product hardware platform to maintain growth and optimal capacity across 6 global regions. Architect solutions for internal concerns and implement them within various production environments.Build and manage our CI/CD pipeline to provide blue/green deployments through Jenkins.Worked with OpenStack Nova,… Show more Author, maintain and improve Puppet, Chef & Ansible deployments.Collaborate with other Engineers and the Developer team to troubleshoot and resolve bugs & issues.Scale and manage product hardware platform to maintain growth and optimal capacity across 6 global regions. Architect solutions for internal concerns and implement them within various production environments.Build and manage our CI/CD pipeline to provide blue/green deployments through Jenkins.Worked with OpenStack Nova, Swift, Glance and Trove for MySQL and Redis as a service solutions.Write and maintain tools to automate complex procedures and tasks using Bash and Python. Show less

Customer-facing systems support for dedicated hardware and cloud environments running Linux.Build, Configure, tune, and troubleshoot various Linux application stacks.Create and manage custom monitoring checks for customer specific application and synthetic transaction use cases.Ensured tickets and phone calls are handled within appropriate SLA times.Write and improve documentation regarding alert handling and troubleshooting procedures on various customer applications.

Assisted vendors with wired and wireless configurations with their provided networking equipment.Supported internal end user systems and troubleshooted network/vpn issues.Worked with biz dev team in decision making regarding VLAN, bandwidth and IP space allocations for vendors.Managed and configured Nortel phone systems for vendors land lines, ISDN and DSL options.