Professional Experience

PacGenesis, Inc.
Sr Solutions Engineer | 2022-Present

• Strategic Deployment and Design: Lead the deployment and design of advanced data transfer solutions, ensuring optimal performance and security compliance.
• Professional Services Expertise: Offer comprehensive professional services encompassing integration, customization, and ongoing maintenance of Aspera-based workflows, aligning with client-specific requirements.
• Sales Engineering Excellence: Provide pre-sales and post-sales engineering support, demonstrating technical proficiency and product knowledge to drive customer satisfaction and business growth.

Rubrik, Inc.
Sr Customer Success Engineer | 2021-2022

• Troubleshoot and perform root cause analysis across Rubrik products and surrounding technologies.
• Cluster operations and management via Ansible.
• Backup strategy development and recovery assistance.
• Assist field engineers with replacement of physical hardware and troubleshooting of supermicro rack mounted clusters
• Skills: Microsoft SQL Server • Oracle Database • VMware • Hyper-V • Microsoft Azure • Ansible • Backup & Recovery Systems • Amazon Web Services (AWS)

IBM
Sr Technical Support Engineer | 2013-2016 & 2018-2021

• Support and advocacy for customers using Aspera products.
• High customer satisfaction score (NPS) - top 10 within business unit
• KCS coach for support team – mentor and present KCS methodology to the team, bringing organization from no KCS engagement to 60% within 3 months
• Lead KCS initiative to move customers towards self-assist tools and improve asset usage metrics within the organization for a team seeing 1600 tickets/month.
• Maintain and organize 500 articles for customer self-assist via Salesforce and Chatbot integration
• Provide solutions to customer reported bugs and feature requests to the dev team (Rails)
• Manage VM test servers that are actively used internally for different environments (docker, proxy, nfs, etc).
• Perform root cause analysis and troubleshooting for System, Application, Network, Cloud, SDK, etc.
• Training focal for the support team, bringing new members up to speed and providing mentorship.
• Publisher of knowledge assets - Approving/advising team on changes needed for KB articles as well as writing articles on troubleshooting topics for various products.

Aspera
Technical Support Engineer | 2011-2013

• General troubleshooting for System, Application, Network, or client-side issues.
• Administer Zendesk ticketing system and synchronization with Salesforce.
• Build internal tools for team as well as external scripts for customers, utilizing Ruby, Python, batch, shell scripting, and Perl.
• Work closely and kindly with customers to manage and customize Aspera products to meet their needs.

CA Employment Development Department
Information Systems Analyst | 2009-2011

• Support for mainframe system, Windows environment, primarily AD.
• Assist EDD customer inquiries and requests related to hardware and software issues, email, telecommunications, and related technologies.
• Resolved any customer technical issues through diligent research, reproduction, and troubleshooting.
• Assumed ownership for internal tickets through to resolution.
• Documented all technical inquiries; developed and reviewed content for knowledge-base entries.

   Other projects

This resume
inspired by cloudresumechallenge.dev | 2024

• Hosted on AWS S3 w/Cloudfrontay
• Serverless - Lambda & API Gateway
• CI/CD - Github Actions
• IAC - Terraform
• Testing - Cypress
• Back-end code available on github
• Front-end code available on github



Homelab
testing and learning environment | 2013-Present

Personal Trainer CMS
• Client management system I developed for my wife to manage her Personal Trainning clients(Rails)
• Code available on github
Proxmox/ESXi
• Two custom hypervisor builds - upgraded over time
• Automate and manage dozens of VMs for customer environment replication and product testing
• Unraid NAS using HW passthrough
• Media Server automation using docker containers for family use(no ads for kids and controlled content)
• VMs for work and home use
• Terraform & Ansible to autodeploy VMs
pfSense router
• HA Proxy - DNS - Certificate Authority - adblocking
Raspberry pis
• PiHole - Homebridge for Apple home integrations - IoT testing
• Personal Training client device to display workouts using CMS above

   Athletics

Circus Performer
2013-2019

Coca-Cola x McDonalds commercial
• Video
Acrosanct
• Group circus troupe focused on classical chinese circus
Steven & Marina
• Acrobatic Duo
Velocity Circus
• Acrobatic Entertainer



Personal Trainer & Coach
2013-2019

Spiderbands
• Founding instructor - Group Fitness studio
• Develop curriculum - lead classes - social media marketing
Equinox
• Personal Trainer
Athletic Playground
• Group class and workshop instructor - acrobatics, partner acro, handstands, mobility, conditioning



Certifications


• Functional Anatomy Seminars
• Agatsu
• Onnit
• NASM
• Neuro Kinetic Therapy
• CHEK Institute