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Engineer Support

Austin, Texas, United States
May 16, 2018

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In search of a position that utilizes my extensive customer support background along with my

diverse skills in cross-platform Unix, Linux, Cloud and application administration. Experience

****-** -


Linux System Engineer


Primary role of supporting IPsoft clients. Daily tasks involves prioritizing tickets to maximize up time, investigate troubled systems. Primary duties were to triage and prioritize tickets in our support queue on a minimally supervised and highly efficient team. This involved investigating servers for webserver, ha-proxy, MySQL, openvpn issues as well as performing log rotation, and making sure that IPcenter was functioning. IPcenter was IPsoft's monitoring tool for clients. Worked in a multi Linux distro environment (Scientific Linux, Ubuntu, RHEL, CentOS), Web Server configurations (Apache, Nginx) 2015-05 -


Linux Administrator

RackSpace Austin

Primary role of supporting Rackspace’s OpenCloud clients and managed hosting, while providing Fanatical Support. Daily tasks involves prioritizing tickets to maximize up-time, investigate troubled systems, performing preventative maintenance, and making proactive recommendations of changes to maximize customer satisfaction and up-time. Primary duties were to answer incoming support phone calls and to triage and prioritize tickets in our support queue on a minimally supervised and highly efficient team. Worked in a multi Linux distro environment (Ubuntu, RHEL, CentOS, Debian), Rackspace, AWS and Google Cloud technology, openvpn, dnsmasq, MySQL backups, Web Server configurations (Apache, Nginx), Horizontal scaling solutions with load balanced configurations, OpenStack API manipulations via CURL, Configure sites with maximum security measures in mind (firewall, logging, monitoring), Networking diagnostics.

2014-03 -


Linux Admininstrator

Modis at Hewlett Packard NOC

Work in the NOC (network operating center) providing Linux admin support for the HP Helion Public cloud. Worked directly with L2 and L1 Service teams to provide support for cloud based servers. Administered OpenStack servers along with Nova, Neutron, Glance and Cinder based servers. Also worked with products such as Jira (ticketing based system), Icinga and Wiki based products. Supported OS versions included CentOS, Ubuntu, Geentoo, Fedora and windows based cloud VMs. This included creating, setup and network related work. 2005 -


AIX Technical Solution Manager


Provide remote technical support by serving customers with both high technical skill (AIX) and customer service at IBM Austin. Work directly with customers to provide seamless cross platform product support for both hardware and software issues. Served as focal for specific clients in which I provided custom support for AIX and seamless support for IBM Middleware products like WebSphere, GPFS, Tivoli Suite, DB2 products and more. Specialized in AIX issues such as TCP/IP, VIO Virtual Ethernet, etherchannel, routing, telnet, ftp, IP and network printing. Worked in Tivoli TWS Team where I supported Tivoli Workload Scheduler. Support for this product included embedded WebSphere, JAVA as well as DB2 and Oracle. Worked in the Tivoli Application Dependency Discovery Manager team supporting customers with the TADDM Product. This role also offered Richard


Linux and Cloud Admin

Personal Info


12310 Cassady Drive

Austin, TX 78727





exposure to WebSphere, JAVA and DB2 and Oracle as well. 2003 -


AIX Administrator / RHCE /Tech Specialist

Mustang Technical Consultants @ IBM

Provided remote technical support for AIX Premium Support group. This was a similar role as above except as a vendor employee. Worked directly with vendors from HP/Compaq, NorthRupp Grumman and Parsec to provide seamless cross platform product support for both hardware and software issues. Supporting AIX, Solaris, True64, HPUX, OVMS, and Windows XP/NT/2000 and multiple versions of Linux. Work with clients on AIX software and hardware issues. Served as a focal point for training and managing new employees. 2000 -


AIX Sr. Systems Engineer / RHCE

Mark III Systems Inc

Configured, installed and maintained IBM Linux Clusters. Installed and maintain Lotus Domino Server on AIX for email and Engage software, which included user administration. Configured tape devices such as 3590 drives, C12 Cabinets for the StorageTek Silo, 7331's, 7133's, 8mm and DLT drives on AIX and Solaris. Integrated Windows, RedHat Linux, and Solaris using Samba for AIX. Installed and configured RedHat Linux systems for use as mail and web servers. Worked as independent contractor to Mark III Systems 2001-2003. 1998 -


UNIX Systems Engineer / Security Admin


Served as lead Security Administrator for all UNIX (Solaris, AIX) and Linux

(RedHat) servers. Tools included, but were not limited to: Big Brother Network Monitoring Tool, Tripwire and SATAN. Traveled abroad as lead admin to successfully implement network structure for PGS in Europe. Managed change control for system and network changes or additions for all AIX, Solaris and RedHat systems. Gained proficiency in StorageTek; TSM for AIX, Solaris, and Windows clients; and all UNIX/Linux network services. 1995 -


Technical Specialist / AIX Administrator

Decision Consultants, Inc @ IBM

Worked at IBM Austin with clients on AIX software and Tape hardware issues. This included working in the Backup/Restore Group taking support calls for IBM Support Line Customers for issues with all AIX backup/restore procedures. Moved to the Communications Group and assisted IBM clients to set up network services (including Sendmail, DNS, NFS and NIS) on AIX. Certificates

Took coursework RHCSA prep as part of continual education, IBM Certified Specialist: AIX Installation and System Recovery, IBM Certified Specialist: AIX System Support AIX 5L V5.3, IBM Certified Specialist: AIX System Administrator, RHCE - Red Hat Certified Engineer, General Linux Administration, Linux LPI Level 1

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