Senior AWS DevOps Systems Engineer

DevOps - Cloud Support Engineer(AWS)

QAD Inc.

Remote

Feb 2023 - Present

Experience

Provide operational support and management to AWS services (RDS, S3, EC2, ALB, VPC,IAM roles), Linux servers administration Manage and orchestrate containerized applications, Kubernetes cluster management (deployments, ingress controllers, storage, networking, RBAC, etc)

Support and maintenance of distributed production platforms for frontend and backend services (Tomcat, RabbitMQ, memcache, nginx, MySQL).

Automation of tasks using Bash and Python

(CI/CD) pipelines using Jenkins / AWS (CodePipeline, CodeBuild, CodeDeploy).

Monitor dashboards, defining alerts using observability platforms such as Graphana, Prometheus

Use and adoption of AI and Large Language Models (LLMs) as per requested by customers during specific implementation projects Frontend Application Support

Instructure

Remote

Jul 2021 - Jul 2022

Work on the general ticket queue using Jira and incoming service requests via Slack.

Provide first-line technical support to customers via email, chat and phone.

Assist customers with customizing their Blackboard and Canvas LMS web pages using HTML/CSS and JavaScript.

Create/run complex queries against the database, join tables, store procedures, views, etc - MySQL/PostgreSQL.

Debug HTML/CSS code, perform troubleshooting using HTML/CSS/JavaScript.

Deploy CSS and JavaScript code changes (Git/Github). Create/Update documentation of support processes. Ensure Blackboard and Canvas Web platforms are up and running.

Summary

Experienced systems engineer

with nearly 20 years of

experience, including 8+ years

specializing in cloud

infrastructure automation, and

production operations. Hands-on

expertise in AWS services(VPC,

EC2, S3, ALB, Auto Scaling Groups,

IAM, etc), Kubernetes, Linux

administration, Jenkins CI/CD,

Bash and python scripting, proven

track record of enhancing system

reliability, optimizing cloud

environments, and reducing

production downtime by 20%.

Problem Solving

Skills

Troubleshooting

AWS Services

Management

SRE

Technical

Support

Agile

Methodologies

Cloud Security

Networking

Skills

Monitoring and

Observability

Clifford Benoit

DevOps - Cloud Support Engineer(AWS)

************@*****.***

Provide Support to USA/European and Latam Universities and learning institutions ensuring their web platforms are up and running. Infrastructure Engineer

Brian Chin Technologies Inc

Remote

Mar 2018 - Jul 2021

Perform traffic captures and analysis with Wireshark/tcpdump to diagnose and troubleshoot network problems.

Application Support (upgrade, downgrade and debugging) for Digicel customers across the Caribbean region.

Identification and categorization of most popular apps such as WhatsApp, Facebook, Pokémon go, twitter, etc, monitor overall system performance.

Linux Server and network administration, perform diagnostic analysis and troubleshooting of technical issues such as server related problems, subscriber mapping issues, virtualization issues, traffic detection. Providing general and custom reports on network usage, subscriber traffic trend analysis, network attacks, providing detailed analysis and fix them accordingly, elaborate detailed report after the fix is provided. Performing periodic network audits and health checks as well as providing mitigation actions/solutions per issue and case as well as recommendations.

Preparing MOPs for system upgrades, bug fixxes. Planning and execution of network activities during maintenance windows. Updating and improving standard operating procedures (runbooks/playbooks) Infrastructure Engineer

Sandvine Intelligent Broadband

Canada - Remote

Aug 2016 - Jan 2018

Configure, manage, maintain and improve Linux servers' performance

(RHEL, CentOS, Ubuntu) for Telecom customers (Rogers, Verizon, AT&T, Telefonica, etc)

Ensure uptime, reliability, and fast recovery from failures Provide monitoring performance of Linux/FREEBSD servers, deep packet inspection to our Telecom customers(Rogers, Verizon, AT&T, Telefonica, etc).

Creation and documentation of knowledge base articles and/or submit documentation opportunities.

Proper ticket management and prioritization of simultaneous open tickets/issues, follow up on customer issues after providing resolution. Providing accurate technical solutions, analytical diagnosis and troubleshooting of technical issues such as server-related problems, subscriber mapping, virtualization issues, traffic detection. Setting up Database High Availability/run queries/Data retention tuning/Database backup and recovery, performance

monitoring/software installation and maintenance.

Linux Server

Administration

DevOps

Prometheus

Grafana

Monitoring

Tools

Debugging Skills

Infrastructure as

Code

Kubernetes

Management

Jenkins

CI/CD Pipelines

Observability

Tools

MySQL Queries

Network

Troubleshooting

Linux

Administration

Attention to

Detail

Adaptability and

flexibility skills

Patience

Creativity

TeamWork

Customer Support Engineer

ZTE CORPORATION

Mexico City

May 2015 - Aug 2016

Installation, configuration of OTT/IPTV platform, assist customers using the same platform.

Execute queries against the database to search for issues and xing them

(MySQL/PostgreSQL)

Install and configure services on Linux servers (SUSE distribution), installation and upgrade of Linux kernel and patches. Liaison duties: Establish good relationships with clients, bridge the gap between the customer and internal departments (R&D, Sales, CEO). End-to-End Ownership: Take full ownership of customer issues from the initial ticket or call all the way through to resolution Maintain a deep, up-to-date understanding of the company's offerings to accurately guide customers

Onboarding: Assist new clients in setting up accounts, using and navigating the IPtv/OTT platform

SAP Level 1 Specialist

Accenture

Mexico City

Jun 2014 - May 2015

Provide support for SAP Level 1 troubleshooting, assisting users with system navigation and operational queries.

Configuration of user accounts and roles in SAP.

Debugging locked sessions in SAP.

Provide assistance to users with PtP, PPE, OTC, CRM, RtR related issues. Network Specialist

Compucom

Mexico City

Jun 2013 - Jun 2014

Creation and management of user accounts, permissions, and basic VPN access.

Hardware Setup: Assisting with racking, stacking, physically cabling network devices (routers, switches, firewalls) and basic network configuration.

Implementing predefined switch ports, VLANs, DHCP and basic routing changes and configuration under the supervision of senior engineers Performing routine firmware updates and maintaining backups of network device configurations Using diagnostic tools (e.g., Wireshark) and ping/traceroute commands to trace faults and isolate network issues.

Identifying complex issues and gathering the necessary logs and diagnostic data to pass up to mid- or senior-level engineers. Handling initial tickets for basic network and connectivity problems, such as user access issues, network attacks or dropped connections. English

Native

Languages

French

Native

Spanish

Native

Haitian Creole

Native

Accomplishments

Enhanced system reliability,

optimized cloud environments,

and reduced production downtime

by 20%

IT Operations - Linux Systems Engineer

Compucom

Mexico City

Sep 2009 - Jun 2013

At the begging I was in charge of assisting customers via phone, email and chats in English, Spanish and French, escalating issues to tier 2 support when needed.

Reimage of brand-new PCs and Laptops. Installation of packages for the different LINUX distributions (Debian-based, SUSE) and Windows OS. Troubleshooting of issues related to Windows/Linux/MAC OS, VPN, provide support to windows and Linux based applications. Bash scripting

Updating and improving standard operating procedures

(runbooks/playbooks)

User Manament, creating config files backups, file permission management

Bilingual Customer Support

Representative

Teletech

Mexico City

Jul 2008 - Sep 2009

Troubleshooting internet connectivity issues, wired and wireless modem configuration, etc.

Assist our customers in a timely manner with great technical skill and professionalism via chat, phone, email, etc.

Systems Engineering

Universidad Utel

Education

Certifications

CCNA (Routing and Switching), Microsoft Certified Solutions Associate

(MCSA), Microsoft Certified Technology Specialist (MCTS), CompTIA A+/N+, ITIL v3 Foundations, Python Scripting/Programming, RDBMS(MySQL/PostgreSQL), Devops (AWS, Ansible, Docker, CI/CD, Kubernetes, VPC, etc), Vagrant, Ticket Management Systems(Jira, Confluence, Zendesk, CRM), Git/Github, Bash Scripting, Frontend

(HTML,CSS, Javascript), Icinga, Datadog

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