James Schaefer
Austin,TX
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Support Lead
Newfold Digital
06.2024 - Current
- Led and motivated a team of Technical Support Associates, ensuring high-quality customer service and adherence to company standards
- Utilized Linux CLI to support troubleshooting efforts, including checking disk usage, managing file permissions, monitoring active processes, and analyzing server load to ensure optimal server performance and issue resolution.
- Provided coaching, training, and performance feedback to enhance team skills and achieve service goals
- Managed team productivity, monitored KPIs, and ensured timely resolution of customer issues
- Facilitated communication of product updates and process changes to ensure accurate customer support
- Handled escalated customer complaints and complex technical issues, ensuring effective resolution
- Analyzed support volume and implemented strategies to optimize team performance and meet service levels
Technical Support Engineer
Jama Software
07.2023 - 05.2024
- Provided dedicated product support for customers and internal teams through diverse channels such as help desk software, phone calls, and screen shares
- Assisted customers with the installation, migration, and upgrades of Jama Connect software
- Worked in a Linux environment to configure database and application servers.
- Conducted log analysis via CLI to troubleshoot application issues post-installation, identifying root causes and resolving problems to ensure smooth operation.
- Collaborated with customers to identify, replicate, and document defects, proactively following up to ensure comprehensive solutions or implementation plans
- Contributed to both internal and customer-facing documentation
Cloud Support Engineer
DigitalOcean
10.2022 - 02.2023
- Provided exceptional support for cloud products including Droplets, Load Balancers, VPC, DNS, Block Storage, and Object Storage, assisting customers with configuring and troubleshooting their infrastructure.
- Guided customers through troubleshooting and system configuration of Linux-based Droplets, including installing software using yum, dnf, and apt, and resolving disk space issues with tools like df and du.
- Helped customers diagnose and troubleshoot boot issues and VM failures on Droplets, utilizing command-line tools and cloud-specific diagnostics to pinpoint problems.
- Assisted customers with network connectivity troubleshooting, using tools like ping, netstat, traceroute, and ss to diagnose and resolve issues related to networking, DNS, and SSH access.
- Provided guidance on managing file systems and adjusting user permissions to ensure proper configurations and smooth system operations.
Level 2 Technical Support Engineer
WP Engine
12.2019 - 10.2022
- Handled escalated customer cases, providing timely and effective solutions for complex problems.
- Extensively used the Linux command line for server administration, WordPress troubleshooting via WP-CLI, and log analysis.
- Demonstrated advanced knowledge of our platform, troubleshooting DNS, NGINX/Apache, MySQL, WordPress, SFTP, Git, and SSH.
- Worked with enterprise clients to analyze and mitigate performance issues on their dedicated server hardware
- Mentored Level 1 technicians, enhancing their platform knowledge and troubleshooting skills.
- Experienced in parsing PHP and Python files for troubleshooting purposes within the WordPress ecosystem, gaining familiarity with the structure and syntax of both languages to effectively identify and resolve technical issues
Education
Bootcamp certificate - Full Stack JavaScript Development
Austin Coding Academy
Austin, TX07.2019
Bachelor of Science - Mass Communication
Texas State University
San Marcos, TX05.2016
Skills
- HTML
- CSS
- JavaScript
- MySQL
- Ansible
- Terraform
- Python
- Linux
- Datadog
- Grafana
- WordPress
Certification
AWS Certified Cloud Practitioner - Foundational, 05/01/23, 05/31/26
Timeline
Product Support Lead
Newfold Digital
06.2024 - Current
Technical Support Engineer
Jama Software
07.2023 - 05.2024
Cloud Support Engineer
DigitalOcean
10.2022 - 02.2023
Level 2 Technical Support Engineer
WP Engine
12.2019 - 10.2022
Bachelor of Science - Mass Communication
Texas State University
Bootcamp certificate - Full Stack JavaScript Development
Austin Coding Academy
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