Rob Holden Email & Phone Number

Louisville, Colorado, US

Louisville, CO, US

• Led Hashicorp Vault (open source) implementation through initial usage patterns
• Developed patterns to leverage Vault Agent, Consul, and Consul template to improve configuration management and streamline secrets management
• Championed full functional testing of all dependent resources to further minimize risk of human error during deployments
• Led initiative to modularize microservice infra Github repos; reducing overhead from state drift, minimizing blast radius from unexpected breaking changes, and exponentially reducing Terraform plan/apply time
• Day to day:
• Worked kanban board in Atlassian Jira, daily standups, weekly planning, fortnightly retros

Louisville, CO, US

• Escalation SPOC for support / success team resolving technical challenges and product defect identification
• Act as a technical and operational Swiss Army knife; providing assistance to virtually all groups throughout the company
• Led migration to Desk.com to scale support team with company growth; creation of new workflows, automation and best practices
• Deployed new knowledgebase; established standards and practices, formatting conventions for new content, qualified and rewrote existing content, automating content creation via REST API when applicable
• Established service status website, escalation process and procedures for customer facing service outages
• Streamlined data mining of customer interactions into coherent engineering actions for prioritization of defects, technical debt, and new feature development

Palo Alto, CA, US

• Provide consultative support for vSphere deployment strategies and best practices
• Troubleshoot and resolve high impact, production affecting issues
• Track and interpret performance analytics to optimize platform performance
• Edit and contribute new content for internal and external knowledgebase

Boulder, CO, US

• Collaborate in a small, fast paced startup developing customized mobile and Facebook applications for targeted brand marketing and campaign management through the capture and sharing of video
• Research and apply Mobile UX/UI standards and gamification strategies to optimize campaign engagement
• UX design and wireframe creation for mobile and Facebook applications
• Provide operational support for the website, Facebook applications, mobile apps and third party resources; including Amazon EC2 and S3 administration, Heroku application setup and administration, access control.
• Manage Quality Assurance (QA), customer and technical support for the entire product suite including iOS, Android, Facebook and websites

Longmont, Colorado, US

• Tier 3 support for Public Safety Answering Point Customer Premises Equipment, including Advanced 911 hardware and software, Linux Asterisk PBX, Windows NT/200* Active Directory networks, and MSSQL 200*
• Maintained a high level of customer service and technical accuracy in a high stress, time sensitive, mission critical environment; troubleshooting a wide scope of issues such as user configuration, voice path, or.
• Developed procedures to streamline and improve ticket response time, quality and time to resolution

Tempe, AZ, US

• Tier 3 operations for LAMP and IIS hosts in multi datacenter environment; hundreds to thousands of stand-alone and cluster based servers.
• Authored scripts to automate many manual processes, saving hundreds of hours and reclaiming resources; including scripts for advanced troubleshooting, provisioning and deployments
• Responsible for alert monitoring, 99.9% uptime, 24/7 on call rotation, capacity planning, provisioning, deployments and ticket resolution

Tempe, AZ, US

• Tier 2 support for all shared, virtual, and dedicated hosting products
• Resolved or escalated all support requests via face to face, phone, and email
• Developed provisioning procedures and scripts for Assisted Server environment

Tempe, AZ, US

• Tier 1 phone and email sales and technical support for all Go Daddy products
• Regularly exceeded sales quotas while maintaining high level of accuracy and speed in resolving technical support issues

Madison, WI, US

• Maintained world class metrics providing phone based helpdesk support for internal corporate users and the company’s agents
• Supported all PC hardware and software issues (100+ applications) including Windows NT server networks and a Windows 95 to Windows XP migration
• Contributed to various projects including planning for CRM migration from TPM to Clarify

Implementing And Supporting Microsoft Windows Xp

Cis Network Specialist

General Engineering