Career Profile
Aspiring to be in a role where I can contribute by coding/scripting/automating. 5+ years in Support Engineering Organization, 4+ years in working as a Civil Servant as a Civil Engineer, but applying my technology background. 2+ years of working in a Lab Environment installing and configuring Routers, Switches, and Servers.
Professional Experience
Technical Support Engineer for Splunk On-Prem User Behavior Analytics (UBA). This is a Customer-Facing role, in which Zoom meetings is a frequent occurence to troubleshoot complex issues involving Application and Platform issues. These issues can involve a number of services, including but not limited to, Zookeeper, Kafka, Spark, Hadoop, Postgres, and Kubernetes.
Frequently work with UBA Engineering team to focus on raising issues that are beyond the capacity of a Support Engineer.
Designed and built proof of concept software to improve project management workflow using Ruby on Rails, PostgreSQL DB, and React. Collect, analyze and identify California State roads to find the quality of the pavement using ProVAL software.
Monitor a hybrid cloud, maintained a 99.9% SLA of high-availability infrastructure. Monitor resource usage; such as CPU, RAM, database I/O, latency, and error rate. Deploy scripts and changes to staging/production instances such as environment variables, startup flags, etc. Collaborated with internal support analysts to report/resolve reported customer issues.
Coordinated with product managers and follow-up with internal engineers for customer issues and concerns. Managed personal case queue using Salesforce and maintain accountability to meet and exceed SLA to provide the best customer service experience. Participated in training fellow TSE on latest SSL security protocols to ensure customers ingested data is securely encrypted. Contributed internal documentation regarding SSL security protocols.
Install, configure, and provide end-user support for infrastructure troubleshooting, diagnosis and resolution on a variety of switches, routers, traffic generators (Ixia/Spirent), Unix/Linux systems with issues of but not limited to; down interfaces, cabling issues, PDU replacements, load balancing of AC/DC power, DNS issues, etc. Wrote scripts in Python/Bash/Expect to automate repetitive tasks.
Troubleshoot various network issues such as NGINX, SMTP, IMAP, DNS, LDAP, SAML, and SSO. Filed bugs with reproducible steps, and collaborated with product, and engineers to prioritize customer impact and troubleshooting details using Bugzilla.
Used SSH, telnet, RSH and modem connection to access internal servers and remote servers to troubleshoot issues involving sendmail, tcp/ip, runaway processes, swap issues, cpu averages. Participated in rotating shifts to cover 1st, 2nd, and 3rd shifts.