Customer Success Support
Resume:
Steven Mutua
******.*****@*****.***
San Francisco,CA
https://www.linkedin.com/in/smutua/
I am an experienced IT professional with hands-on experience in Technical/Customer Support, DevOps, and Customer Success.
Education
● Computer Science - Associate Degree
Computer Training Institute - Johannesburg, South Africa
● AWS Certified Cloud Practitioner
● AWS Certified SysOps Engineer - Associate
● AWS Certified Solutions Architect - Associate
Skills:
● Attention to detail
● Stress Management
● Interpersonal skills
● Customer Service
● Team Work
Professional Experience
IT Consultant
January 2021 - Present
● Review IT networks according to client requirements to determine and rate overall effectiveness and efficiency.
● Provisioning of Internet connections.
● Collect and assess client hardware and software for upgrades or break-fixes.
● Subject Matter Expert for any AWS cloud-related issues. Technical Support Engineer
Nozomi Networks - San Francisco, CA
September 2018 - February 2019
● Provided Technical Support for customers using the Nozomi ScadaGuardian threat detection platform through the support ticketing system.
● Authored and maintained Technical documentation ( White Papers, Knowledge Base Articles, and blogs).
● Assisted the Professional Services team during deployments.
● Worked hand in hand with offshore counterparts to resolve trouble tickets submitted by customers. Customer Success Engineer
Vera Security - Palo Alto, CA
April 2016 to July 2018
● Engaged customers on a scheduled basis to address any needs or concerns regarding the use of the Vera Security product.
● Extended feedback from customers to internal teams( Engineering and Product ) for product enhancements and feature requests
● Created and updated architectural documents based on customer environments to assist in troubleshooting any support issues by replicating their environments e.g. using Kubernetes and Docker, AWS cloud, Virtual Machines, etc.
DevOps Engineer - Contract
TechLink Systems - San Francisco, CA
September 2015 - March 2016
● Worked with Development and Engineering teams on Ci/CD pipeline for IAC publishing sites e.g. Ask.com, and Dictionary.com using tools like Jenkins, Chef, and Bash Scripts.
● Member of the Monitoring team that monitored the logging infrastructure using ElasticSearch and Kibana for visualization and Zenoss for Production Notifications.
● Created and maintained dashboards for Business Analytics using Graphite and Grafana. Sales Engineer
Loggly - San Francisco, CA
April 2014 - August 2015
● Provided Technical Sales Support for Loggly clients helping them use and understand the logs produced by their applications or web servers, database servers, etc.
● Replicated client environments and authored plans on implementing Loggly in their environments using the Loggly API to submit their logs or using tools e.g. Rsyslog, Nx-Log, Logstash, FluentD, etc.
● Authored Knowledge Bases, Blogs, and peer-reviewed User Documentation. Development Support Engineer/Site Reliability
Comcast - Mill Valley, CA
April 2010 - March 2014
● Subject Matter Expert for Enhanced TV Applications ( Caller ID and Remote Tune) that were developed in Java, Apache Tomcat running on Linux Servers
● Testing releases of ETV application on Set-Top Boxes
● Part of the POD team that was involved in the testing of AWS infrastructure for ETV application deployment.
● Authored Production Release documentation that provided instructions on production upgrades.
● Scripting for QA and Development testing.
Lead Installation Engineer
Evault - Emeryville, CA
September 2006 - December 2009
● Deployed Backup and Recovery Software for Evault customers
● Trained IT resources on best practices for Backup and Restore using Evault Software.
● Team Lead for installation Engineers who collaborated with Engineering Account Managers, and Vault Administrators.
● Assisted the Sales Team with any technical advice needed to help onboard customers during the sales cycle.
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