Jeris Sundell

The purpose of this resume is to find a fast moving team to expand expertise

with open source knowledge.

**** ******

San Antonio, TX

(210) 793 - 3436

ad0xut@r.postjobfree.com

EXPERIENCE

Solsprite, San Antonio TX — Freelancer

2019 - PRESENT

Formed an LLC to handle B2B contracts. Handled legal compliance, contract income reporting. Subcontracted on a few occasions. Market services like managed system administration. Maintained a shared github for both customer facing issues and engineering tasks. Lucidworks, Remote/Contract — TSE

2020 - 2021

Key role in technical support, focusing on process development and team growth. Assist customers in diagnosing and resolving complex issues with Apache Pulsar and StreamNative Cloud deployments, collaborating with Product and Engineering for solutions. Partner with Customer Success and Solutions Engineering teams for successful onboarding and support. Contribute to creating training materials for internal and external use. Partake in on-call rotations for prompt response to production incidents. Cloudflare, San Francisco CA — Lead

2014 - 2017

As a leading support engineer in an international setting, I specialized in providing technical support for complex technologies, with a strong emphasis on ensuring the best customer experience. Cybersecurity was a particular passion, and I actively contributed to knowledge sources like Confluence, Zendesk help center, and internal tools. Using the OSI model, I efficiently identified and resolved customer issues. My approach, which included leveraging common open-source tools, ensured success for both customers and my professional growth. Rackspace, San Antonio, TX — Manager, Operations / L3 / L1 2010 - 2014

Oversaw productivity reporting, training coordination, and skill assessments while fostering a positive team culture. Excelled in bridging reporting gaps, identifying trends, and establishing data connections. Assisted in executive-level briefings and organized budget-friendly team-building activities. Managed Zendesk for customer-facing ticketing, including macro and trigger creation, as well as knowledge base article development. Extensive experience with REST API. Also served as an escalation point for technical issues, including complex configurations and product escalations. Led dynamic problem-solving efforts for XenServer 6.1 public cloud, automating solutions with custom PHP and Python tools when needed. Took on a team lead role in the absence of leadership.

EDUCATION

ITT, San Antonio — AS, Computer Science

2007 - 2010

WH Taft, San Antonio — Diploma

2001 - 2004

SKILLS

Network

troubleshooting

(traceroute, mtr, pcap)

DNS

troubleshooting

(dig,

nslookup in Windows)

Web Application

troubleshooting

(curl,

HAR,

Firefox/Chrome

developer tools)

SQL/NoSQL (MySQL,

Microsoft

SQL, Sqlite, MongoDB)

CDN Management

(Cloudflare,

Fastly, MaxCDN)

Office Suites (Microsoft,

Google,

LibreOffice, Zoho)

Data

aggregation

services

(Qlikview, GoodData)

Zendesk

Atlassian Suite

Salesforce

ServiceNow

360 Leadership (John

Maxwell)

Ubuntu/Debian Linux

Web Servers (Apache,

NGINX, IIS)

Scripting (Python, Bash,

PHP)

Software Firewalls

(iptables,

mod_security,

WAF,

Windows

Firewall)

Antivirus & Anti

intrusion software

CMS Debugging

(Wordpress,

Drupal, Joomla, Django)

Windows

365 Administration /

Engineering

Active Directory

Exchange, Dovecot

SMTPS, IMAPS

SFTP, FTPS

Samba

Virtualization (HyperV,

Citrix, KVM,

VSphere/VMWare)

Headless deployments

(Salt,

Ansible, Kubernetes,

Docker)

Braintree API

development

Life cycle of an invoice

Contract drafting

Venture Funding &

private stock

Developing education &

training materials

Web Servers (Apache,

NGINX, Tomcat)

AWARDS

Vectra Diamond Award in customer service

excellence

Rackspace Hero Award for saving the

company $30,000 in a single month

Sprint Diamond Award in customer service

excellence, InfoNXX

Academic Recognition in Excellence, Russian

Language, W.H. Taft

LANGUAGES

● English

● 5 years academic Russian

● 4 years academic Latin

● Street exposure to Spanish

● Informal Study in

Italian

Afrikaans

Dutch

Hebrew

German

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