Experience
Senior Customer Support Engineer
CIQ
- Worked to overhaul internal documentation, including scope of coverage and knowledge base articles.
- Developed an automated GitHub Actions workflow to maintain a consistent, up-to-date list of RPM packages and their dependencies, reducing manual effort and improving data accuracy.
- Built a command-line tool in Go to automatically aggregate and verify CVE and patch status across internal and external systems, streamlining data retrieval from multiple sources and reducing manual searching.
- Developed and maintained a fully automated lab environment using Ansible to rapidly deploy company products and test servers in AWS and GCP. This streamlined the setup of test and reproduction environments, enabling faster troubleshooting and improving customer support quality.
- Collaborated on the successful launch and validation of Rocky Linux with AWS EKS hybrid environments, as well as authoring a technical blog post detailing the process and best practices.
- Maintained a 100% company wide Customer Satisfaction rating through proactive support, clear communication, and effective problem-solving.
April 2024 - Present
Infrastructure Engineer
Willow Creek Community Church
Contributed to the management of core infrastructure servers and services across a diverse range of technologies. Played a key role in various responsibilities involving:
- RHEL and Ubuntu Linux Administration
- Windows Servers Administration
- Active Directory Administration
- NAS/SAN Administration
- Microsoft Exchange
- Google Workspace
- Avaya Definity
- 3CX
- Security Cameras
- Aruba Wireless Networking
- Layer 2 and Layer 3 Networking
- Sonicwall and PFsense Firewalls Administration
- Ceph Clustering
- Many other common System Administration tasks
Some notable projects:
- Migrated entire voicemail system within Avaya from an old tape-based solution to Exchange 2013
- Assisted in creating a solution for a new digital asset management system for organization's historical video assets
- Helped manage 3-node on-premise Exchange cluster and upgraded it through several major versions with minimal/no downtime
- Helped create various WordPress plugins and other core theming updates to enhance the experience of the willowcreek.tv video platform
- Upgraded and created new processes for the existing on-premise video on-demand solution for willowcreek.tv to support multi-bitrate video and HLS. Additionally configured all video content behind a CDN to improve delivery to end users and reduce buffering, all for a very minimal cost
- Assisted in planning and migrating all users from Exchange on-premise to Google Workspace
- Created a program in Python for printers that would automatically create/update a DNS record to avoid manual reentry
- Helped deploy and tweak enterprise WiFi for high-density use
- Created various Ansible playbooks to ensure consistency among Linux environment as well as ensuring the systems were patched and updated
- Created an emergency alert system using WordPress and Twilio for staff with a complex Python sync script for data
- Designed and installed a 1.3 PB storage cluster using Ceph
June 2014 - April 2024
Shift Coordinator
WiredTree
Focused on Web Hosting within a CentOS and cPanel based environment. Promoted in July of 2012 to the position of Shift Coordinator where the role changed from full time helpdesk support to managing staff, handling highly complex issues, de-escalating situations with clients, and completing special projects. This role required advanced knowledge of the Linux Operating System as well as the procedures and policies in place at WiredTree. Oral and written communication skills, troubleshooting, and organizational skills were also required.
- Provided high level of customer satisfaction
- Ensured quick and efficient response of new support requests
- Strived to maintain an average 15 minute response time
- Helped train new staff members
- Created many Bash and Python scripts to automate tasks for all staff
- Created custom python based web management interface for internal backup system
September 2011 - June 2014
Help Desk Technician
Springfield Service Corportation
Primarily focused on ensuring the employees' continued use of the computers, printers, and network access. In charge of assuring account restrictions on the corporate intranet. Helped to develop and implement a network inventory system capable of automatic updates and manual entry of equipment belonging to the organization.
- Supported various Windows Operating Systems
- Supported various network based printing systems
- Created Batch and VB scripts for automation of tasks
- Minimal management of Aruba wireless system
- Linux Server implementation and management
- Hardware and Software troubleshooting
- Help Desk based support
December 2008 - September 2011
