Stephen Litz Email & Phone Number

Philadelphia, Pennsylvania, United States

Philadelphia, Pa

• Provisioned continuous integration stacks using software and services such as GitHub, BitBucket, Jenkins, CodeShip, and Elastic Beanstalk.• Provisioned AWS Virtual Private Cloud (VPC,) Simple Storage Service (S3,) Elastic Compute Cloud (EC2,) Relational Database Service (RDS,) Simple Email Service (SES,) Route 53, Elastic Load Balancer (ELB,) ElastiCache, and CloudWatch resource using The AWS Console, CloudFormation, and Elastic Beanstalk.• Scheduled and performed maintenance on Linux (Ubuntu, RHEL, CentOS, Amazon Linux) server instances hosted on AWS.• Performed system administration duties on Linux (Ubuntu, RHEL, CentOS, Amazon Linux) server instances hosted on AWS, including software installation, configuration, and troubleshooting, user account administration, disk management, file system tuning, system performance tuning, shell scripting, and access control.• Drafted technical documentation describing AWS cloud infrastructures and endpoints to clients.• Drafted technical documentation providing instructions to clients on the access and use of their AWS resources.• Troubleshot Linux (Ubuntu, RHEL, CentOS, Amazon Linux) server instances hosted on AWS for varied OS level issues.• Troubleshot Amazon Web Services(AWS) infrastructures to find the root cause for many diverse infrastructure level issues.

Lansdale, Pa

• Built Linux based (CentOS) SIP PBX virtual machines on Netcarrier's Citrix Xen platform. • Provisioned customer SIP trunks on Linux and BSD based SIP servers.• Configured PSTN soft switch for inter-operation with Netcarrier SIP PBX systems.• Configured PSTN soft switch for delivery of traditional voice services.• Troubleshot all of the above, as well as traditional voice services, as needed after escalation from other departments. This included parsing log files and Wireshark captures, as well as identifying external issue such as third party circuit problems.• Coordinated with other Voice Engineering staff for weekly-rotating 24×7 on-call coverage.

Lansdale, Pa

• Monitored company and customer circuits (DS1, DS3, fiber), core & edge network devices, internal servers, and voice switch for correct operation. • Troubleshot voice and data issues including ISDN PRI failures, voice trunk failures, edge and core routing issues, VoIP service issues, SIP PBX configuration tuning and adjustment, circuit outages and degradation, and web and mail server alarms and failures.• Performed upkeep and troubleshooting on Linux (CentOS, Debian,) BSD, and Windows servers, including detection and mitigation of compromised accounts on mail and web servers, maintenance of company DNS records, and building of new servers as needed.• Diagnosed equipment failures, prepared replacement equipment, and coordinated with field technicians to replace, test, and if necessary further troubleshoot said equipment.• Coordinated with other Network Operations Center staff for weekly-rotating 24×7 on-call coverage. • Assisted and instructed call center technical support representatives in resolving voice and data issues within the scope of their responsibilities

Lansdale, Pa

• Fielded calls and email correspondence from customers, agents, and vendors ranging from basic service configuration changes to complex triage and troubleshooting of voice and data issues.• Worked co-operatively with agents, vendors, and other internal departments to troubleshoot and resolve customer issues ranging from email difficulties, to voice transmission quality issues and circuit outages.• Interpreted and adjusted the configuration of remote enterprise class routers during the process of troubleshooting voice and data issues.• Interpreted and adjusted configuration within the Genband switch during the process of troubleshooting voice issues.

Bala Cynwyd, Pa

• Assisted over the phone customers in a wide variety of off the shelf computer software, such as MS Office and Adobe Photoshop. • Performed database design and implementation with MS Access. • Composed VBA code in Access, Excel, and Word to perform various automation tasks at customer request. • Assisted phone customers in hardware troubleshooting matters and non-standard software where practical to do so remotely.• Handled escalation to field technicians as necessary.

Millersville, Pa

• Assisted walk-in and phone customers in a variety of technical support issues, including set up for the campus network, basic office productivity programs, web browsing, and other internet related software. • Assisted in the regular collection and relocation of backup tapes to secure, off-site location.• Performed test scoring for faculty using Scantron testing sheets. • Provided general PC hardware advice and troubleshooting.