SUMMARY:

Ken is a support engineer with over ** years of industry experience. He is a fast learner and has proven to be adaptable to dynamic environments while maintaining a professional ability to meet deadlines. He recently learned and provided support the Google Cloud platform products to premium customers with their big data and AI needs. He is passionate about improving his Linux administration, programming skills and determined to implement successful DevOps solutions that bring a positive impact for any team or organization. As well as with his strong interpersonal skills, Ken can be a substantial addition to any DevOps team, at small startups and large enterprises alike.

PROFESSIONAL EXPERIENCE:

Google It Automation with Python – Student 03/01/2021 – Present

A six-course certification program preparing one to do Python development in IT automation

Completed course one: Crash Course on Python.

Completed course two: Using Python to Interact with the Operating System

Completed course three: Introduction to Git and GitHub

Currently on course four: Troubleshooting and Debugging Techniques

Sushi Thai Restaurant - Restaurant Partner 03/01/2021 – 02/28/2022

Helped start the business by doing business registration such business license, liquor license, etc.

Searched and hired an accountant,

Sourced places to purchase inventory and supply vendors.

Provided customer service with intent on producing customer satisfaction

Managed staff to provide motivation and support

Zoom Video Communications– Consultant 12/01/2020 – 02/05/2021

Investigated different reporting tools such as Excel and Tableau to use for the Zoom Security team.

Used Python and SQL Queries to prep data and created reports and Dashboards in Excel.

Google – GCP Big Data Platform Support 12/01/2019-10/30/2020 2019 – 2020

Worked with a large number of cases, with tight deadlines, regarding Big Data and Machine Learning technologies hosted in Google Cloud Platform. – Worked on the following products BigQuery, Dataflow, Dataprep, Pub/Sub, Cloud Composer, AI Platform, AutoML, Vision API, Natural Language API and Speech API

Performed root cause analysis of complex technical issues, by investigating internal knowledge base, doing log analysis and use case reproduction

Used tools such as Cloud console, Cloud APIs, GDK, command line, Java and Python for troubleshooting

Worked closely with the Google engineering team to identify and resolve customer issues

TekSystems – NOC Engineer 06/01/2019 - 11/15/2019

Monitored and supported 2,000 Splunk AWS customers and over 15,000 nodes

Performed root cause analysis and deliver detailed documentation on significant incidents on AWS cloud servers

Prioritize incident response and escalate to senior resources when necessary

Facilitated communication with different organizations during significant incidents such as Cloud operations, overseas Site Reliability Engineers

Assisted with the implementation and development of ad-hoc Bash and Python scripts.

Performed network and server troubleshooting

Able to work independently and be an effective contributor in a diversified and geographically distributed team

Ellie Mae – Support Analyst 08/01/2018 - 05/30/2019

Supported the customer with the intended use of Ellie Mae SAAS solutions

Resolved technical problems reported by the customer

Understood the mortgage business and how our software works for our customer requirements

Conferenced in customers to help troubleshoot their issues

Managed case backlogs

F2Onsite – Field Support Engineer 03/01/2018 - 07/30/2018

Supported the repair and maintenance of computer servers and desktops of IBM, Dell and HP hardware

Assigned trouble tickets and go out to the customer’s site to do the repair work

Worked on Windows and Linux servers

Hardware troubleshooting and replacement

Ran and maintained scripts to transfer user’s data to a new machine

UnitedHealth Optum – Senior Security Linux Admin Support 08/01/2016 - 10/15/2017

Supported a security big data Linux system using Elasticsearch and Hortonworks big data products.

Managed the infrastructure of the 400-node system within UnitedHealth Optum.

Provided 1st and 2nd tier support of the application to the users.

Wrote search scripts with Elasticsearch query tool in Kibana checking application status

Handled trouble tickets, daily monitoring and aided various groups such as data scientists and security analysts. Performed change windows for upgrading and maintaining the Linux hardware system and software application

Represented the team in meetings with other groups within the company

Wrote up documentation for processes and procedures such as how to use our system and designed

Visio documentation of the system and its data flow for management

Wrote Bash scripts to query the health of our servers

Hortonworks Inc. – Hadoop Support Engineer 09/01/2015 - 06/15/2016

Supported customers via Webex, phone and emails

Researched issues and followed up directly with customers to make recommendations and action plans

Maintained, controlled and managed the overall resolution for any escalated case, even when cross-functional groups are involved

Used REST APIs to update Hadoop module configurations like Ambari

Created knowledge base content to capture new learning for re-use throughout the company and for customer use

Participated in the on-call rotation with other technical support engineers

Cloudian Inc. – Senior Technical Support Engineer 09/03/2013 - 08/15/2015

Provided support, installation and configuration to our Amazon cloud S3 compatible software built on the Cassandra database.

Created Bash shell scripts for monitoring log files, do troubleshooting, work on maintenance windows for configuration changes

Used SQL queries to monitor and repair MySQL databases

Built test clusters on Amazon AWS to replicate customer’s environment and test installation scripts.

Was the application support contact for our customer in Colombia.

Used REST API to get statuses of application

Supported the engineering group with testing and QA of our new releases with Eclipse SDK.

Wrote up documentation for our customers

Taught an application class to our customers

Worked with customers in Mexico, Belgium, Italy and Japan

Flash Networks – Support Engineer 05/15/2012 - 08/30/2013

Provided engineering and hardware support to major mobile providers such as Verizon Wireless and T-Mobile

Helped manage clustered blade servers in the customer’s mobile telephone switching offices' (MTSO) and data centers

Performed Linux Red Hat support and system administrative duties such as rpm installations, Linux process troubleshooting

Troubleshooted and modified Python report scripts

Bash script troubleshooting and alerts

Handled customer calls for alarms received. Performed change Windows, for things like hardware replacement, Vlan updates and networking changes on the F5 Viprion servers

Supported application with the customer’s CDMA or GSM/UMTS interface, processing millions of subscriber’s transactions

Supported application which optimizes web and video traffic for the cellphone subscribers

Wrote Method of Procedures documentations and have mentored new hires and people without Linux skills

Black Diamond Video – Technical Support Engineer 06/01/2011 - 05/14/2012

Supported the company's open-sourced Fedora Linux based video routing systems

Performed telephone and email support helping customers by troubleshooting issues after installation and helped them with ongoing support

Helped build, configure and deploy our systems working with video router products, which included video matrix router, Linux servers and network switches

Worked with hardware devices integrating audio and video technologies such as HDMI, DVI, Blackmagic video/audio streaming and ClearOne audio mixers

Helped make and deploy Shell scripts for certain things like error checking, printer connection and disk space issues

Used Wiki pages Zoho to document our knowledge

Worked all levels of the OSI TCP/IP based networks, for example configured network tunneling in order to get RTSP streaming video and HTTP GUI interfaces from the customer's site

Performed on-going Linux system administration on systems

Used Bash shell to monitor server’s health, update multiple servers and log into customer’s servers

Innovative Interfaces – Technical Support Specialist 05/01/2005 - 06/15/2011

TECHNICAL SKILLS:

Python scripting

Technical Support

RedHat Linux

Linux System Administration

SQL

MySQL

Oracle

Google Cloud

Big Data

Windows

NoSQL

PL/SQL

TCP/IP

Application Development

Coding Business rules

Bash Scripting

VMware

IBM blade servers

EDUCATION:

Masters in Database Development and Administration - Golden Gate University

Japanese Studies - International Christian University (ICU)

Bachelor of Arts Degree - University of California, Berkeley

Google Cloud Certified Professional Data Engineer

Certificate: Google Crash Course on Python

Certificate: Google Using Python to Interact with the Operating System

Certificate: Google Introduction to Git and GitHub

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