Jeris Seth Sundell

San Antonio Area, TX

(m) 210-***-****

adtspe@r.postjobfree.com

I am a passionate, technical individual who is never afraid to step up and take on a new challenge. I am a strong leader that has built cohesive teams around the country. I believe that the best way to solve a problem is to itemize the issue, collect feedback about potential solutions, comb out the bugs and agree on an implementation strategy and execute. Experience

Solsprite LLC

Nov 2019 – Present, San Antonio, Texas Area

Solsprite LLC is my first business which primarily focuses on providing virtual tutoring at no cost to parents for kids in topics ranging from college level English, Statistics, Astronomy, Russian, Social Studies, Biology, Business Management, Taxes among other one-off topics. Solsprite was born at the start of Covid while we were all virtual. Most revenue is generated from ad traffic. As sole employee, I have also learned how to apply for relevant permits, manage cash flow, source families who need the assistance and all other aspects of the business. StreamNative (Pulsar)

Jan 2022– Aug 2022, San Antonio, Texas Area

Act as an integral technical support team member by contributing to process development and laying the foundation for growing a world-class team. Work with customers to triage, debug, and document complex issues they face with their Apache Pulsar and StreamNative Cloud deployments, collaborating with Product and Engineering to develop and implement solutions promptly. Partner with the Customer Success- and Solutions Engineering teams to ensure customers are successfully onboarded and supported throughout their relationship with StreamNative. Work with the Document and Training teams to create internal and customer-facing training materials and documentation that will be used to train other team members, customers, and partners. Participate in on-call rotations to ensure timely responses to production-impacting incidents.

Lucidworks - (Solr) Contract

July 2022 - Jan 2022

Utilize knowledge of Java and common scripting languages (Perl/Python/Ruby), Unix, Kubernetes, Apache Spark, data science, and machine learning concepts. Administer applications that run on the Fusion platform including Predictive Merchandiser, which helps ecommerce teams harness the power of ML to improve ecommerce conversion and Smart Answers, which enhances chatbots and virtual assistants with natural language processing and deep learning. Assist customers to utilize "ucidworks to power personalized experiences that delight customers and empower employees. Support large-scale Solr clusters and the Lucene/Solr ecosystem. Worked with some of the world's biggest retailers, financial services firms, manufacturers, and healthcare providers. I worked closely with other teams within Lucidworks including Engineering, Cloud Operations, Professional Services, and Customer Success.

Vectra AI, Technical Support Engineer

Nov 2018 – Feb 2020, Austin, Texas Area

As a leading support engineer, I provided technical support for complex technologies in a challenging, international environment. Our primary focus as a support organization has been to ensure customers receive the most positive experience possible. As a keystone of Vectra's focus,cybersecurity is a subject I am passionate about. Among other responsibilities, contribution to common knowledge sources such as Confluence, Zendesk help center, and internal tools was essential to operate consistently as a team. Using the OSI model, identifying, confirming and solving individual customer issues as concisely as possible has led to success both for the customer and for my experience. Commonly used open source tools. CloudFlare, Inc., Lead Technical Support Engineer

Jan 2016 – Oct 2017, San Francisco Bay Area

Handle technical escalations from front line engineers. Resolve billing disputes & evaluate credit/refund requests. Provide run-the-business metrics on how support is doing, on a global scale. Manage chat support as a product, available 24/7. Coach agents on teamwork, work-life balance and receive/prioritize feedback from the team. Liaise between multiple departments regarding the voice and stance of support as an organization. Customer facing ticketing system was Zendesk. Built Macros, Triggers and knowledge base articles. Extensive exposure to their REST API. Manage customer billing & expectations relevant to their situations. Technical Support Engineer

Apr 2014 – Jan 2016, San Francisco, California Identify, troubleshoot and resolve web application and network anomalies and errors on multiple layers of the OSI model. Provide web content optimizations including but not limited to WAN optimization, multi-layered caches utilizing traditional and reverse proxies, asset management over a complex content distribution network, utilize 2XX, 3XX, 4XX & 5XX HTTP response codes and response headers to diagnose a wide range of potential origin and/or proxy conditions. Regularly troubleshoot SSL handshakes and resolve mixed content issues.

Rackspace,the Open Cloud Company, Manager Operations Mar 2013 – Apr 2014, San Antonio, Texas Area

Responsible for reporting regular productivity metrics, coordinating training & conducting skill assessments, creating ad-hoc reports using raw transact SQL, and endeavoring to promote a positive, team-oriented culture. Regularly tasked with surmounting reporting gaps, identification of trends, and creating relationships between data where there were none before. Assistance with executive-level briefings for my direct manager. Plan & execute team-building exercises on a budget. Customer facing ticketing was Zendesk. Built macros, triggers, and knowledge base articles. Extensive exposure to their REST API

Senior Linux System Administrator

May 2012 – Mar 2013, San Antonio, Texas Area

Responsible for reporting regular productivity metrics, coordinating training & conducting skill assessments, creating ad-hoc reports using raw transact SQL, and endeavoring to promote a positive, team-oriented culture. Regularly tasked with surmounting reporting gaps, identification of trends, and creating relationships between data where there were none before. Assist with escalations from highly technical customer configurations. Ensure product issues are properly escalated to the appropriate product team. Handle billing escalations. Linux System Administrator

Dec 2011 – May 2012, San Antonio, Texas Area Served as an escalation point for L1 administrators in finding dynamic solutions to complex issues. Responsible for direct hypervisor escalations in a XenServer 6.1 public cloud environment, including identifying instances abusing resources such as I/O and networking issues on the host itself. Built custom PHP & python tools to automate NVA obstacles for front line support. Served in a team lead capacity during the absence of leadership.

Education

• Internship Cognitive Neuroscience

• Studied the fundamental biology of cognitive neural processing with a special focus on the usage of lateral lobes for both memory and language processing, concluding that the same synapses, regardless of origin lexicon, tend to have the same relationships across geographies and species. Achievements

COMMUNICATION

• Multiple public-facing Cloudflare blog posts

• Live Youtube new user introduction to products

LEADERSHIP

• 2014, Emerging Leaders executive management training – 6-month seminar focused on key

factors of successful business management

• 2015, Founded Cloudflare Cares – Philanthropic organization allowing employees to pick

one month a year to give back to communities important to them ‘

• 2016, Pioneer support member of Austin – Built a team of 6 agents AWARDS

* Rackspace Emerging Leaders Executive Training 2014

* Sprint Diamond Award, Excellence in Customer Service 2012

* Academic Recognition in Excellence, Russian Language, W.H. Taft Recommendations

Robert Alspach

Team Lead of Fanatical Support, Rackspace,the #1 managed cloud company I would like to take an opportunity to offer a formal recommendation for Jeris Sundell. As a junior administrator, I had the pleasure of working with Jeris while he has worked on not only juggling the ever-changing roles within our company but also as he went beyond his duties to ensure that his coworkers were pushed to grow within their roles as well. Jeris is a resourceful, creative and solution-oriented individual who took his initiative and passion to help deliver solutions for not just our customers but for fellow employees as well. Over the time I worked with Jeris he received several Kudos from management and subordinates both in his organization as well as from those outside the organization. With my limited experience of Linux systems, Jeris took the time out of his busy day to help bring me up to speed on the processes and terminology used in Linux administration. With Jeris’s help, I was able to save valuable time and energy as I got up to speed on the product offering. This rapid growth enabled me to step up to a leadership role much faster, and with a more solid technical foundation. I volunteered to write this recommendation for Jeris because I am grateful for his contributions to my team, and company. I am confident that he exhibits the intelligence, work ethic, and communication skills to add-value wherever he works. It is for this reason that I offer High recommendations for Jeris Sundell without reservation. His drive and abilities will truly be an asset to your organization.

Jennifer Williams

Director, Fanatical Support, Rackspace,the #1 managed cloud company It was a pleasure working with Jeris while he was in the Operations Manager position at Rackspace. He is a go-getter who would proactively work to provide solutions to issues as they arose. While in the Operations Manager role, Jeris did a phenomenal job of providing value to the team. Thank you, Jeris, for all of your hard work! Damon Billian

Contractor, PayPal

Jeris was one of the early Technical Support Engineers at Cloudflare and his background in hosting was a huge help to those of us that didn’t come from a hosting background. Jeris always tackled new projects with enthusiasm and was hugely instrumental in making a ton of modifications to our Zendesk integration. Jeris also possesses excellent writing and communication skills and would be a solid candidate for a leadership role because of his ability to prioritize tasks and motivate team members. 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)

* Linux (by proficiency:

Ubuntu/Debian, Red Hat/CentOS) *

Windows Server 20XX

* 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

* Apache Solr, Pulsar, Tomcat,

Spark, Flink

Contact this candidate