Support Engineer Senior Cloud

Kevin Kyzer

Mesa, Arizona, USA 480-***-**** *****@****.**

https://www.linkedin.com/in/kevin-g-kyzer/

Professional Summary

Highly motivated and results-oriented Senior Cloud Support Engineer with a proven track record in triaging, troubleshooting, and resolving complex technical issues within cloud environments, particularly AWS. Possessing a strong foundation in Linux administration, scripting, software development, and application performance monitoring. Demonstrated ability to collaborate effectively with development teams, mentor junior colleagues, and drive process improvements. Seeking a Lead Application Support Engineer role to leverage technical expertise and leadership capabilities to enhance team performance and contribute to organizational success, with a long-term aspiration to transition into team leadership and management.

Experience

Siemens, Senior Cloud Support Engineer July 2023 – Present

Led the triage, troubleshooting, and resolution of technical issues reported via JIRA, ensuring timely and effective solutions for cloud-based applications.

Managed and maintained the tools and resources repository for the codebase responsible for building Citrix-compatible machine images on AWS EC2, ensuring efficient development processes.

Administered whitelisted domains via Git for the content delivery platform hosted on AWS EC2, maintaining platform security and accessibility.

Analyzed and resolved platform performance and stability issues using AWS Step Functions, contributing to a reliable and efficient cloud environment.

Collaborated closely with development teams to successfully replace the Citrix-based platform with an open-source Nice DCV solution, leading the migration of users and assets to the new platform with minimal disruption.

Amazon Web Services, Technical Account Manager September 2021 – September 2022

Served as the dedicated technical point of contact and trusted advisor for a portfolio of enterprise support customers, proactively addressing their AWS environment needs and fostering strong relationships.

Partnered with customer stakeholders to understand their business objectives and developed strategies leveraging AWS services to achieve their goals.

Analyzed customer cost and performance data to identify usage anomalies and runaway cost centers, providing actionable recommendations to optimize their AWS infrastructure for performance and cost efficiency.

Collaborated with AWS Solution Architects and Subject Matter Experts to review project requirements and architected high-performing, resilient, and cost-efficient solutions utilizing AWS best practices.

Mentored junior Technical Account Managers by providing constructive feedback on their strengths and areas for improvement, contributing to their successful onboarding and development.

Rackspace, Application Support Engineer III December 2016 – August 2021

Provided expert triage, troubleshooting, and resolution for complex application issues reported through a proprietary ticketing system, ensuring high levels of customer satisfaction.

Managed over 200 diverse environments for enterprise support customers, offering strategic guidance on application design across Oracle ATG, Adobe AEM, and SAP Hybris platforms.

Instrumented customer applications with Application Performance Monitoring (APM) and Real User Monitoring (RUM) tools (New Relic, AppDynamics) to proactively identify and resolve performance bottlenecks.

Collaborated with customer development and engineering teams to develop and implement processes, standards, and best practices for all aspects of their applications hosted on Rackspace infrastructure, improving operational efficiency and stability.

Collaborated with team peers and management to define hiring standards for various team roles (analysts, administrators, engineers, developers), contributing to the recruitment of qualified candidates.

Collaborated with team peers and leadership to define new-hire onboarding milestones and performance standards, leading to the development of a modular training program designed to align current team members and effectively onboard new hires.

Skills

Technical Skills: Linux Administration (RHEL 7/8/9), Scripting (Bash, LUA), Software Development (Python, JAVA, Git), Application Performance Monitoring (AppDynamics, New Relic), Cloud Computing (AWS), Technical Writing, Process Engineering

Soft Skills: Communication, Problem-Solving, Critical Thinking, Training, Mentoring, Collaboration, Customer-First Support, Time Management, Project Management, Leadership

Education

Self-Directed Technical Learning

Continuously expanded technical skills and knowledge through self-directed study utilizing technical books, web courses, online tutorials, and hands-on experimentation.

Proactively identified knowledge gaps and addressed them through targeted instructor-led courses and training programs.

Developed a strong understanding of:

oLinux Architecture and System Administration

oAWS Design and Cloud Computing Principles

oApplication Performance Monitoring Instrumentation and Management

oProcess Engineering and Operations Standards Development

Arizona State University, Tempe, Arizona

Bachelor of Science and Arts in Architecture (Some Coursework Completed)

Note: The structured problem-solving and design thinking principles learned in this program have been instrumental in developing a unique learning mechanism. This mechanism leverages existing knowledge to identify underlying structures and patterns in new subjects, enabling rapid comprehension and application across diverse fields, including software development.

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