Jon Randy Bartels

Configure new installations

• Interpret site surveys
• Create a Bill of Material
• Configure software features

Support the onsite team

• Bring the new installation to a working state
• Troubleshoot issues
• Reading source code to track down bugs
• Research documentation and source code

Support Production environment

• Update production servers, both OS and application software

Provide "fanatical" support for customers:

• Web server software
• Mail server software
• Database server software

Step outside of support boundaries to meet and exceed expectations

Support

• Dedicated servers
• Private virtual servers
• Cloud servers

Record actions and answer customer questions in tickets

Document repeatable solutions in internal tickets

Part of a great team

• Collaborate with teammates on complex issues
• Provide soundboard for teammates bouncing ideas
• Reach out to teammates when blocked

Part of a community

• Assisted hosting the XCSSA Group
• Join local meet-ups for programming enthusiasts

Developed and maintain automated build system

• Configured buildbot to provide nightly builds and smoke tests
• Learned and debugged Python code
• Used cpp to create XML configuration files for installation tools
• Developed and maintained product installers.
• Wrote init.d service control scripts in bash
• Customized installation procedures

Performed weekly backups

As Junior Programmer:

• Wrote unit tests and regression tests
• Encapsulating domain areas into reusable modules
• Developed customer interfaces for new products
• Develop support tools
• Integrated legacy systems with new products
• Training of System Administrator position
• Relief on-call for System Administrator

Career path at this company

Network Operations Staff:

• Maintain and troubleshoot servers
• High capacity circuits, routers (Edge, Gateway, and Core),
• Call concentrators and other equipment
• For an ISP with over 4000 customers
• This position was on a rotating on-call basis

Technical Support:

• Troubleshoot problems connecting and using the Internet
• Walk through Internet connection setup
• Teach basics of Internet usage,
• Research of Internet related topics
• Support of internal computers