Mark Waggoner
Aurora,CO
Summary
IT professional with over 10 years of experience in increasingly complex systems, specializing in software support and Systems Administration with a strong focus on Linux environments. Proven expertise in operations as a Site Reliability Engineer, leveraging automation tools to enhance efficiency. Proficient in server maintenance across various platforms including RHEL, Rocky Linux, and cloud services such as AWS and GCP. Seeking to transition into a Security Engineer role to further develop skills while contributing to organizational security initiatives.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Site Reliability Engineer II
Exabeam/LogRhythm
Boulder, Colorado
10.2022 - Current
- Involved in 24/7 daily operations for the products in our SaaS suite.
- Including on-call handling of alerts, working on internal requests, and improving the way we work.
- Documented every action so that findings turn into repeatable actions, and then into automation.
- Develop processes, tools, automation, and software changes to address operational issues.
- Participate in regular Sprint Retrospectives to help recognize learning opportunities and improve our team processes and performance, in addition to regular project reviews and updates.
- Achieved significant reduction in COGS, saving the company over $1 Million yearly via GCP implementation.
- Skills: Infrastructure as Code (IaC)
- Configuration Management
- Critical Thinking
- DevOps
- Mission Critical
- Cost Reduction
- Information Technology
Principal TSE
Exabeam/LogRhythm
Boulder, Colorado
11.2021 - 10.2022
- I supported the Support organization by managing the inbound queue, creating documentation, and handling highly escalated cases for high value accounts
- Partnered with Product Team to handle QA tasks and track bugs.
- Ensured seamless coordination between support and release management for Core product.
Senior Support Engineer
Exabeam/LogRhythm
Boulder, Colorado
02.2020 - 11.2021
- Promoted to Tier 3 in less than 2 years.
- Streamlined resolution of high-priority tickets by addressing complex cases efficiently.
- Regularly working with all facets of LogRhythm products.
- Managed issues in GPO and Active Directory setup continuously across various versions of Windows Server.
- CentOS 7, RHEL 7, 8, 9, IBM AIX, and log collection from cloud sources.
- Primarily working on tickets elevated to Frontline (tier 1 and 2) after they had given their best effort to resolve the issues.
- Created comprehensive training programs for products and new engineer onboarding.
Advanced Support Engineer(tier 1 and 2)
Exabeam/LogRhythm
Boulder, Colorado
11.2018 - 02.2020
- Regularly working with all facets of LogRhythm products
- Subject matter expert on Open Collector (cloud log source collection) and NetMon (network monitor)
- Managed common network and permission troubleshooting tasks for both Windows Server and CentOS/RHEL systems.
Systems Administrator/Support Technician
ASP Global Services/SphereWMS
Chatsworth, California
11.2013 - 11.2018
- Company Overview: Support for a cloud based 3PL warehouse management software used by several multinational Fortune 100 companies at locations around the world
- Support included instruction, database management and maintenance, working with development team to deliver software fixes and customizations
- Additional responsibilities as System Administrator maintaining over 12 REHL 5-6 and Windows Server 2008 VSphere virtual servers at two hosted locations, and several AWS ec2 instances
- Responsibilities include system monitoring, patch deployment, maintenance, deploying new VM's as needed
- Deployed Alien Vault OSSIM security server to monitor SIEM along with OSSEC for FIM
- Support for a cloud based 3PL warehouse management software used by several multinational Fortune 100 companies at locations around the world
Support Tech I-IV
Henry Schein
Greenville, South Carolina
10.2011 - 09.2013
- Provide remote technical support for dental practice management software
- Basic network troubleshooting, software conflicts, installation, and training for offices
- Responsible for electronic skill testing for promotion purposes
- Administered beta testing with offices, work with QA and development on product fixes and upgrades
- Helped design, create, and administer technician advancement testing program
- Conduct technical training for support technicians
US Army Infantryman
US Army
Fort Bragg, North Carolina
10.1986 - 08.1996
- US Army Airborne Infantryman
- Stationed at Fort Bragg(now Fort Liberty) NC, Fort Ord CA, and Fort Drum NY
- Deployments to Egypt, Honduras, Korea, Panama
Education
BA - International Relations
University of Southern California
JD - Law
The Catholic University of America, Columbus School of Law
Skills
- Infrastructure as code (IaC)
- Configuration Management
- Critical Thinking
- DevOps
- Mission Critical
- Cost Reduction
- Information Technology
Certification
- LogRhythm Platform Administrator
- LogRhythm Support Engineer
- LogRhythm Deployment Engineer
Timeline
Site Reliability Engineer II
Exabeam/LogRhythm
10.2022 - Current
Principal TSE
Exabeam/LogRhythm
11.2021 - 10.2022
Senior Support Engineer
Exabeam/LogRhythm
02.2020 - 11.2021
Advanced Support Engineer(tier 1 and 2)
Exabeam/LogRhythm
11.2018 - 02.2020
Systems Administrator/Support Technician
ASP Global Services/SphereWMS
11.2013 - 11.2018
Support Tech I-IV
Henry Schein
10.2011 - 09.2013
US Army Infantryman
US Army
10.1986 - 08.1996
BA - International Relations
University of Southern California
JD - Law
The Catholic University of America, Columbus School of Law
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