Robert Mckee Email & Phone Number

Belfast, Northern Ireland, United Kingdom

- Working as part of a global team to undertake the deployment and ongoing upgrades of docker containerised SaaS RSP platform and orchestration layer which manages API driven provisioning, over the air updates and subscription management for millions of SIMs.- Deployments are both cloud (private and public) and onprem with a MongoDB no sql database backend and consul service discovery and key/value storage.- Managing sensitive cryptographic keys using hardware security modules.- Onboarding customers on a per project basis and working with customers to deploy bespoke solutions.- As an SME provide assistance to the operations team to resolve complex customer issues.- Creating and promoting processes using git to improve management and traceability of yaml configuration repositories.- Work closely with development teams to improve ease of deployment in future products.- Scripting solutions to speed up or automate internal processes.- Configure and maintain the load balancers and certificates controlling access to services.

- Working as part of a global team to undertake the deployment and ongoing upgrades of docker containerised SaaS RSP platform and orchestration layer which manages API driven provisioning, over the air updates and subscription management for millions of SIMs.- Deployments are both cloud (private and public) and onprem with a MongoDB no sql database backend and consul service discovery and key/value storage.- Managing sensitive cryptographic keys using hardware security modules.- Onboarding customers on a per project basis and working with customers to deploy bespoke solutions.- As an SME provide assistance to the operations team to resolve complex customer issues.- Creating and promoting processes using git to improve management and traceability of yaml configuration repositories.- Work closely with development teams to improve ease of deployment in future products.- Scripting solutions to speed up or automate internal processes.- Configure and maintain the load balancers and certificates controlling access to services.

Belfast, United Kingdom

- Working as part of a global team to undertake the deployment and ongoing upgrades of docker containerised SaaS RSP platform and orchestration layer which manages API driven provisioning, over the air updates and subscription management for millions of SIMs.- Deployments are both cloud (private and public) or onsite with a MongoDB no sql database backend and consul service discovery and key/value storage.- Onboarding customers on a per project basis and working with customers to deploy bespoke solutions.- Work closely with development teams to improve ease of deployment in future products.

Belfast, United Kingdom

• Promoted from Principal support engineer to team lead after 6 months• Providing product support to global internal and external customers for the Flexera Windows/Linux based on-prem and cloud based product suite and partner integrations• Helping customers achieve their goals in regards to IT discovery, software and hardware standardisation and IT security vulnerability detection and reporting.• Work alongside Agile engineering and product team to launch and support the release and migration of customers to a new cloud SAAS product (containerised microservices architecture)• Take lead role for customer escalations and complex issues• Act as an SME to the Belfast engineering team for the current product suite to assist the team when planning and developing the next generation platform• Gaining valuable experience as an early employee through helping establish the Belfast office culture• Recruit, manage, train and mentor team of Tier 1 Technical Support Engineers• Share technical knowledge and skills throughout the team and company by creating knowledge base articles, best practices documentation, training materials and daily huddles• Monitor Key Performance Indicators such as time to resolution, customer satisfaction, and team backlog• Provide the Tier 1 Support Team with detailed troubleshooting guidance when needed

Belfast, United Kingdom

• Promoted from Principal support engineer to team lead after 6 months• Providing product support to global internal and external customers for the Flexera Windows/Linux based on-prem and cloud based product suite and partner integrations• Work alongside Agile engineering and product team to launch and support the release and migration of customers to a new cloud SAAS product (containerised microservices architecture)• Take lead role for customer escalations and complex issues• Act as an SME to the Belfast engineering team for the current product suite to assist the team when planning and developing the next generation platform• Gaining valuable experience as an early employee through helping establish the Belfast office culture• Share technical knowledge and skills throughout the team and company by creating knowledge base articles, best practices documentation, training materials and daily huddles• Provide the Tier 1 Support Team with detailed troubleshooting guidance when needed

Belfast, United Kingdom

Providing product support and professional services for Latens DRM, Conditional Access software and content delivery systems for one way, two way IPTV and broadcast systems and middleware.- Work with customers on the installation, configuration, optimization, troubleshooting and ongoing maintenance of Linux based content protection and security products both on-site and remotely.- Support customer and partner issues reported via customer portal within contractual SLA periods.- Replicate, validate, coordinate and escalate issues to software development, quality assurance, and architectural teams to ensure resolution of complex issues.- Share technical knowledge and skills throughout the team and company by creating knowledge base articles, best practices documentation and training materials.- Generate root cause analysis reports for critical customer issues that summarize the issue, timeline of events leading to the fault, investigation and replication steps, corrective and preventative actions.- Creating internal tools using bash, SQL, perl and python to improve efficiency.- Taking a lead role in creating and improving internal processes. - Participating in on-call duties to ensure 24hr customer support.

Belfast, United Kingdom

- Working effectively within a position of high responsibility, acting as part of a small team within a software house providing services and support to external users and partners for internally manufactured cross platform data quality product (Linux/Windows) and Java web applications.- Utilising excellent skills of planning and organisation and an in-depth knowledge of the software to provide consultancy on the development of exact and individual client requirement briefs- Taking a lead role in data quality professional services- Driving internal process improvement- Project managing data quality engagements- Requirements gathering and software delivery- Progressing from junior analyst to lead analyst during my time with the company

Providing 1st line technical support for all UTV home and business users. Troubleshooting problems associated with ADSL broadband, dial up connections and ISDN customers and telephony faults.

Belfast, United Kingdom

- Initially employed on a student placement (2002-2003) and securing a contractor position during final year at university- Providing support and maintenance of IT-based business information systems and converging technologies with regard to broadcast systems, involving operating the help desk, resolving problems with hardware and software, and supporting the live news

Bachelor Of Science (Bsc), Computer Science, 2:1

Education record