Vancouver, British Columbia, Canada
- Administered web servers, databases, and load balancers to ensure stability - Utilized log analysis and monitoring tools to troubleshoot and resolve server performance problems and minimize downtime - Successfully managed multiple client requests spanning various technologies while maintaining a high level of customer satisfaction - Documented solutions and provided guidance and mentoring to junior staff, enhancing team capabilities and knowledge
- Analyzed support requests to determine trends and provided recommendations for improving team’s performance - Served as an escalation point for customers and worked closely with other teams to ensure issue resolution - Fine tuned support workflow and procedures to increase efficiency; improved in-house training materials - Attended regular leadership meetings to report on current and emerging issues, discuss releases and predict potential customer impact