Shana Keilson Email & Phone Number

Provide extensive and exceptional support, triage, troubleshooting, and debugging for incoming tickets encompassing the entire Observability stack (Metrics, Logs, Traces), as well as all Grafana backend and frontend product areasCoordinate and facilitate inter-department and inter-team communication for infrastructure and software incidents, included reworking and development of Support processes for incident management and external communicationsEvaluated and reviewed configuration files, primarily for Grafana, but also including and not necessarily limited to Terraform and Grafana AgentDebugged customer issues by replicating them in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers)Assessed and reviewed system/server logging for errors with data sources, dashboards/panels, plugins, Alerting, Reporting, etc., to debug and identify root cause for customer reported issues with Grafana systemsEvaluated and reviewed SSO/SAML configuration and implementation for Grafana instances to ensure secure accessEscalated and partnered with software engineers to report major software patterns, solve issues, address bug fixes, or report security vulnerabilitiesCollaborate with national and international teammates to solve complex issues

Coordinate and facilitate inter-department and inter-team communication for infrastructure and software incident managementProvide engineering support for incoming tickets, including extensive troubleshooting, triage, and debugging, with responsibilities spanning multiple Wdesk product linesCoordinate with Development and various product teams to assist in bug identification and triageCollaborate with national and international teammates to solve complex issuesManipulate and use logging tools (Splunk, Stackdriver, New Relic, etc) to trace and pinpoint issues

Bozeman, Mt

Provide software support for customers and internal users using WdeskFirst line of response for troubleshooting customer and internal user issues within WdeskCoordinate with Development and various product teams to assist in bug identification and triageCollaborate with national and international teammates to solve complex issuesManipulate and use logging tools (Splunk, SumoLogic) to trace and pinpoint root problemsCoordinate and facilitate inter-department and inter-team communication for infrastructure and software incidents

Create and maintain websiteTrack and analyze Google AnalyticsMonitor various social mediums - Facebook, LinkedIn, InstagramEnsure tablets and other hardware are operating correctly

Bozeman, Mt

Manipulation of relational databases (specifically in Access), including SQL queriesManipulation of extensive and varied Excel documentsData migration from various grant making systems to Foundant's systemData validation

Coached Development Team (ages 9-13) in Nordic skiing - skate and classic techniquesExecuted established training plansLed team race trips with other coaches

Generated reports using Crystal ReportsCreated extensive Excel documents outlining dataDatabase managementSQL Query generationSEO and Analytics research conducted

Tutored students in Calculus and Microsoft Excel

Data Entry using Microsoft ExcelWeb searching for data/informationInventory count with Excel and Access database creationHTML/XHTML/CSS web validation

Bachelor'S Degree, Business Management

Minor, Information Technology