April 2013 to January 2015
I have experience as a System Administrator at a hosting company. During my time as a
System Administrator, I worked with enterprise level virtualization software such as VMWare
ESXi, Microsoft Azure, and Parallels Virtuozzo. My overall job requirements was to keep the
environment running 24/7/365, while ensuring it was stable and secure. This required a 24/7/365
on-call rotation between other Administrators.
As a technical point of contact during escalated server or multi-server events, I'm expected to
keep the environment in an operational state to minimize customer impact. Basic examples that of
situations of I handled were a 30+ multi-server compromise (Linux), and more common issues such
as Adobe Coldfusion compromises, Microsoft Windows 2003 FileSystem Object (FSO) exploits, and
Denial of Service attacks on our network.
While troubleshooting issues, I ensure our internal staff are able to resolve technical issues
for customers via a ticketing system. This included, but not limited, advance troubleshooting of
Virtuozzo hardware nodes on both Windows and Linux environments, Azure troubleshooting, and redeploying
servers as needed.
My daily tasks consisted of audits of our backup systems, capacity management, completing tickets,
working with software vendors, and working with internal teams. I developed an internal web-based tool
that allowed my team to view server capacity in real-time. Capacity management required us to deploy virtual
servers or deploy physical hardware depended on the needs.
Technical Support Analyst Team Lead
April 2011 to April 2013
Before working as a System Administrator, I started off as a Technical
Support Analyst Team Lead. I worked on
harder customer-facing tickets, server performance audits, staff training, documentation writing,
technical point of contact for high-end customers, internal staff, and management.
I constantly worked on escalated tickets passed to me by management or other staff members. This
sometimes required reaching out to the customer via the ticketing system or a phone call. I worked as
technical point of contact for high-end customers, whom had complex hosting environments or required complex
As a team lead, I parsed tickets given to me and assigned staff based on their overall knowledge, this sometime required
one-on-one training with the staff member. I also made sure the staff members on my team were properly trained and equipped to do their job.
I wrote over one hundred pieces of internal and customer-facing documentation, and provided several training classes based on feedback from staff members.