Eddie Chen
DCOSE Engineer
Fulton,MD
Summary
Experienced datacenter operations engineer open to work. Strengths are deep-diving, resolving complex issues, and extreme attention to detail.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
DCOSE Support Engineer
AWS, Amazon Web Services
12.2022 - Current
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Authored comprehensive reports on trends observed in customer inquiries, offering insights into potential product improvements or additional services offerings.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Fixed broken processes within ops space, leading to global recognition within the company and saving the company over $1M a month on parts costs
DCO Technician
AWS
03.2021 - 12.2022
- Developed strategy to work around wasteful process that had been broken for 3 years
- Created internal wikis for troubleshooting software/firmware issues still in use by ops technicians
- Specialist in complex host types
- Spearheaded accelerated compute platform initiative in AZ; personally resolved 13.5% of all high priority accelerator tickets to ever cut in AZ
- Primary point of escalation for DCO technicians within AZ
- Owner of Aging/Repeat Offender initiative
- Participated in new platform gamedays, owner of platform gamedays from ops side
- Involved in turning up of new site builds
- Involved in orientation/training of new hires
- Consistent top resolver for AZ
DCO Technician (TEMP)
Apex Systems
10.2020 - 03.2021
- DCO contract-to-hire (5 month contract)
Associate Engineer
GeneralTest USA
11.2019 - 06.2020
- Translated technical documents and test fixture manuals from Chinese into English and Spanish
- Provided on-site support for customers as needed
- Responsible for opening and running first US-based office
Education
Bachelor of Science - Information Systems
University of Maryland, Baltimore County
Catonsville, MD 01.2015 - 12.2018
Associate of Science - Computer Science
Howard County Community College
Columbia, MD 01.2011 - 12.2014
Skills
Strong understanding of server hardware
Timeline
DCOSE Support Engineer
AWS, Amazon Web Services
12.2022 - Current
DCO Technician
AWS
03.2021 - 12.2022
DCO Technician (TEMP)
Apex Systems
10.2020 - 03.2021
Associate Engineer
GeneralTest USA
11.2019 - 06.2020
Bachelor of Science - Information Systems
University of Maryland, Baltimore County
01.2015 - 12.2018
Associate of Science - Computer Science
Howard County Community College
01.2011 - 12.2014