Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Christian Cay

Tarpon Springs,FL

Summary

Support Escalation Engineer with over 15 ears of experience in IT. Skilled at analyzing and enhancing systems, infrastructure and frameworks to accelerate progress toward business goals. Excellent reputation for resolving problems and improving customer satisfaction. Passionate in Linux systems with a strong desire for personal growth. Automation enthusiast with bash and Ansible skills.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Support Escalation Engineer

Microsoft
07.2022 - Current
  • Elevated to the High-Performance Computing (HPC) team within one year due to exceptional performance and technical acumen as a Support Escalation Engineer.
  • Developed into a Subject Matter Expert (SME) in CycleCloud, spearheading the creation and delivery of comprehensive training modules.
  • Completed Linux SME training on Azure, aiding both team members and customers with complex Linux issues on the VM team.
  • Handled high-pressure situations professionally, maintaining composure while working towards swift issue resolution for customers.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary.
  • Liaised effectively with software developers when reporting bugs detected during troubleshooting processes.
  • Maintained high levels of expertise in product offerings, staying up-to-date with industry trends and advancements.
  • Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions.
  • Provided technical support to both internal colleagues and external clients regarding their use of Azure services, fostering positive relationships built on trust and expertise.
  • Troubleshot complex issues within the Azure environment, delivering timely resolutions to minimize downtime and maintain optimal performance levels.
  • Enhanced team productivity by providing technical guidance and mentoring to junior engineers.

IT Consultant

Self Employed
10.2015 - Current
  • Promoted from Junior Systems Administrator to Systems Administrator within one year, in recognition of my technical proficiency and dedication to operational excellence.
  • Obtained JAMF certification and successfully established the initial JAMF deployments for our clients.
  • Evaluated project requirements and specifications and developed software applications that surpass client expectations.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring and automation.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Collaborated with key stakeholders across multiple departments to assess operational needs and develop tailored solutions that met organizational objectives.
  • Discussed project progress with customers, collecting feedback at different stages and directly addressing concerns.
  • Implemented and managing operating systems and software, and security systems.
  • Provided input on hardware and software purchasing, prioritized return on investment to optimize IT spending.
  • Evaluated latest technology innovations and adopted cost-effective, useful solutions.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.

Systems Administrator

ITSupportGuys
10.2020 - 07.2022
  • Managing infrastructure upgrades, analyzing and resolving end user hardware and software issues.
  • Working with customers to understand needs and provide excellent service.
  • Providing technical leadership focused on Linux and Mac OS.
  • Diagnosing and executing resolution for network and server issues.
  • Monitoring networks and network devices to quickly resolve technical problems.
  • Resolving vulnerabilities by making improvements to network security.
  • Developing scripts to deploy software products and standardized tasks.

Technical Support Engineer

TeamViewer US Inc.
04.2016 - 10.2020
  • Provided solutions to software issues for Linux customers and colleagues globally, worked closely via phone, chat, and email.
  • Assessed software and systems, suggested modifications, built scripts to automate processes, resolved issues and improved systems performance for customers.
  • Worked with software development teams on reported errors and bugs on released software and notified customers about fixed releases.
  • Increased sales by educating prospective customers on benefits of products and services.
  • Managed over 30 customer calls per day.
  • Founded and lead a Linux club to promote the use of Linux among the teammates in the TeamViewer US office and increased confidence and interest in using open source technologies.
  • Recognized as the Linux SME, which enabled my contribution to a cutting-edge IoT robotics project.

Freelance Computer Technician

Self Employed
09.2006 - 08.2015
  • Retained existing clients and developed over 500 accounts by extending high quality, efficient support service.
  • Assessed systems, suggested and implemented modifications that improved performance.
  • Established, repaired and optimized networks.
  • Installed, tested and serviced CCTV and associated systems for commercial and residential customers.
  • Created scripts and processes for data integration and maintenance.
  • Helped colleges and universities, hosted interns to increase their skills and help them engage with technology.

Education

MBA - Management Information Systems

Pontifical Catholic University of Puerto Rico
Ponce, PR
2016

Bachelor of Science - Computer Science

Interamerican University of Puerto Rico Ponce
Mercedita, PR
2003

Skills

Operating Systems

  • Linux (Debian,RedHat,CentOS,Ubuntu)
  • Windows
  • OS X

HPC

  • CycleCloud
  • Slurm
  • MPI
  • InfiniBand
  • Datacenter GPU

Cloud

  • Microsoft Azure

Virtualization

  • Promox
  • KVM/QEMU
  • Hyper-V
  • VirtualBox
  • VMware

Infrastructure as Code

  • Ansible
  • Chef

Scripting

  • Bash
  • Powershell

Programming Languages

  • C#
  • Python
  • HTML
  • PHP
  • Javascript

Databases

  • Microsoft SQL
  • MySQL

Web Servers

  • Apache
  • IIS

User Administration

  • Active Directory

MDM

  • Jamf

Networking

  • DNS
  • DHCP
  • TCP/IP
  • UDP
  • SSH
  • FTP
  • NFS
  • Email
  • SMB

Security

  • Firewalls
  • SELinux
  • PKI

Monitoring

  • Nagios
  • LibreNMS

Version Control

  • Git

Other Skills

  • Technical support
  • Customer service
  • Communication skills
  • Attention to detail
  • Willingness to explore new technologies
  • Ability to work independently
  • Teamwork
  • Inside sales
  • Business administration

Accomplishments

  • Organized an after-hours Linux club at TeamViewer.
  • 2019 Customer Support L2 TeamViewer US Top Performer
  • Collaborated with a school to raise funds for scholarships .

Certification

  • CompTIA Linux+ (Expired)
  • Jamf Certified Associate
  • Service Strategies - Certified Support Professional

Timeline

Support Escalation Engineer

Microsoft
07.2022 - Current

Systems Administrator

ITSupportGuys
10.2020 - 07.2022

Technical Support Engineer

TeamViewer US Inc.
04.2016 - 10.2020

IT Consultant

Self Employed
10.2015 - Current

Freelance Computer Technician

Self Employed
09.2006 - 08.2015

MBA - Management Information Systems

Pontifical Catholic University of Puerto Rico

Bachelor of Science - Computer Science

Interamerican University of Puerto Rico Ponce

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Christian Cay