Operations Leader IT Service Management & Automation Expert
Resume:
Jeris Sundell
********@**.**
San Antonio, TX 78254
Professional Summary
Jeris Sundell is a seasoned technical support and operations leader with a proven track record implementing and optimizing platforms like Zendesk, Jira, and Confluence. Highly proficient in PHP, Python, Bash, SQL, and Excel, he excels at automating workflows, streamlining processes, and managing IT infrastructures including DNS configurations and Ubuntu Linux servers. His hands-on experience spans point-of-sale systems, cash handling, and end-of-day procedures, complemented by robust financial acumen in quarterly goal planning, P&L reporting, customer escalations, and key points of interest analysis. Driven by agile methodologies and a high-performance customer service mindset, Jeris leads cross-functional teams through 360-degree leadership principles. He cultivates a culture of collaboration, accountability, and continuous improvement by embedding workplace values, fostering continuous feedback loops, and coaching to strengths. His project management expertise ensures on-time, on-budget delivery of initiatives that drive both operational excellence and exceptional customer satisfaction.
Core Skills & Expertise
* IT Service Platforms: Zendesk, Jira, Confluence
* Programming & Scripting: PHP, Python, Bash
* Data Management & Automation: SQL, Excel, task automation
* Systems Administration: DNS, Ubuntu Linux server, RHEL
* Retail Operations: Point of Sale systems, cash handling, end-of-day procedures
* Financial Reporting: Quarterly goal planning, P&L analysis, key points of interest reporting
* Project Management: Agile methodology, high-performance customer service
* Leadership & Coaching: 360-degree leadership, workplace culture and values, continuous feedback, strengths-based coaching
Operations Manager - Rackspace - 11/2024-04/24
* Lead and coordinate Level 3 escalations for Rackspace customers by performing deep-dive analyses of logs, memory dumps, and trace captures to isolate root causes and develop resolution plans
* Oversee operational workflows and system health monitoring, proactively scheduling maintenance windows, handling critical alerts, and ensuring service availability aligns with SLAs
* Serve as the primary interface between internal engineering/product teams and customers, driving hotfix development, change management, and transparent communication throughout the escalation lifecycle
* Mentor and upskill Tier 1 and Tier 2 support engineers by developing and delivering training on advanced troubleshooting methodologies, escalation procedures, and best practices to reduce repeat incidents
* Manage incident management dashboards and report key performance metrics (e.g., MTTR, SLA compliance, customer satisfaction), providing regular updates to senior leadership and stakeholders
* Facilitate post-incident reviews and operational debriefs, documenting lessons learned, updating runbooks and knowledge bases, and collaborating on corrective actions to prevent recurrence
* Develop, refine, and enforce standard operating procedures and playbooks that embody Rackspace’s ‘Fanatical Support’ culture while adhering to industry regulations and internal governance standards
* Awarded Rackspace Hero award for savng the company $30,000 Team Lead - Cloudflare - 04/14-11/18
* Act as the final escalation point for complex customer issues, providing expert-level troubleshooting across Cloudflare’s core services like DNS, CDN, WAF, and Zero Trust
* Collaborate cross-functionally with product, engineering, and security teams to reSolve incidents, implement fixes, and advocate for customer-impacting improvementsC
* Mentor and guide junior support engineers, delivering training on advanced diagnostics, customer empathy, and Cloudflare’s evolving product suite
* Lead incident response efforts during major outages or attacks, ensuring timely communication, root cause analysis, and postmortem documentation
* Drive continuous improvement by analyzing support trends, refining internal tools and documentation, and contributing to automation initiatives that enhance customer experience Assistant Store Manager - Burlington Coat Factory - 01/19-04/21
* Collect misplaced items to key points through the store for redistribution
* Cash handling, opening, shift change and closing
* Fascilitate training sessions
* Act as floating staff member as business needs present themselves Merchandising Manager - Five Below - 05/21-01/23
* Processed incoming merchandise shipments as early as 4am
* Balance schedule needs of the business and workforce availability
* Ensure baseline marketing standards are met and items are in their proper locations on the floor
* Ensure diplays and marketing efforts are staged to plan-o-gram specifications
* Perform as manager on duty in the AM while balancing distribution of shipments to the floor, meeting time deadlines and adjusting delegations through the day Luby's - Assistant Manager - 06.2024- 07.2025
* Led daily front-of-house operations, ensuring seamless guest flow, service quality, and rapid issue resolution.
* Supervised back-of-house kitchen execution, enforcing prep standards, food safety, and efficient ticket times.
* Managed staffing, onboarding, and scheduling to meet labor targets while fostering a positive team culture.
* Delivered real-time coaching and facilitated training programs to support cross-functional skill development.
* Controlled inventory, placed vendor orders, and maintained accurate cost tracking with FIFO stock rotation.
* Monitored financial performance through daily reporting, POS oversight, and waste/loss reduction tactics.
* Enforced health and safety standards, conducted facility checks, and supported audit-readiness protocols.
* Supported local marketing initiatives and executed in-store promotions to drive traffic and customer retention.
Etech - Technical Support - 06/2023-06/24
* Customer point of contact for Cox Automotive schedule & Xtime Handling inbound and outbound calls: Responding to customer inquiries, resolving issues, and making follow-up or promotional calls.
* Documenting customer interactions: Logging call details, complaints, and resolutions in CRM systems for future reference and analysis.
* Providing product or service information: Educating customers about offerings, policies, and troubleshooting steps.
* Meeting performance metrics: Achieving targets like average handling time, first-call resolution, and customer satisfaction scores.
* Escalating complex issues: Transferring calls to supervisors or specialized departments when problems exceed their scope.
Operator - Tower Semiconductors- 06/2024-Current
* Operate during N2 shift hours (Thurs-Sat, alternating Weds, 6:30PM-7AM)
* Perform WIP duties as needed ensuring all platters are in the right tool area for their next steps
* Operate plant operations tooling
* Ensure chemical baths had sufficient chemicals for constant tool operation
* Train new hires on inventory management, tooling lifeline, WIP transport and chemical transport procedures
* Comply with all clean room hygiene standards
* Order and comply with all tool testing on a regular basis
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