Melissa Medina
San Antonio,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
20
20
years of professional experience
2
2
AWS Certifications
3
3
Microsoft Server/Exchange/Office365 Certs
Work History
Cloud Engineer II
Rackspace Technology
San Antonio, TX
08.2021 - 03.2023
- Kept 75% utilization for customer billable time against projects weekly per sprint,
- Ran customer meetings to address needs and prioritize current to future sprints.
- Worked directly with clients to understand needs and objectives by conducting proactive customer and data analysis.
- Utilized code and used modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
- Used metrics to monitor application and infrastructure performance.
- Identified and resolved infrastructure and various application deployment issues.
- Worked with teams of talented engineers to define, build and maintain cloud infrastructure.
- Worked with customers, account managers, and stakeholders to generate assessments and developed plans of actionable recommendations based on results and reviews.
- Reviewed existing systems and made recommendations for improvements.
- Participated in regular code reviews with and for fellow team members to strengthen code utilized for customers.
Dedicated Exchange Engineer
Rackspace Technology
San Antonio, TX
01.2014 - 08.2021
- Installed and configured server OS and Microsoft Exchange.
- Gathered data from appropriate sources to assist in determining customer needs and requirements.
- Verified software functionality meets organizational needs.
- Managed deliverables to multiple stakeholders to meet deadlines and specifications.
- Discussed Microsoft offerings with customers to advise on best technologies and products for their organization.
- Configured and tested Windows Server operating systems with roles, features, and resolutions
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
- Attended meetings to deliver status reports to key stakeholders.
- Participated when necessary on Sev A and Sev B calls with Microsoft
- Maintained flexible scheduling and responded to after-hours and weekend emergencies.
- Diagnosed and executed resolutions for network and server issues.
- Helped to maintain departmental knowledge bases and repeatable step maintenance plans able to be followed by Help Desk Support for use when performing minor OS updates on MS Exchange.
International Windows Admin
Rackspace Technology
San Antonio, TX
12.2012 - 12.2013
- Deployed antivirus and security solutions throughout entire system network.
- Configured and tested Windows Server operating systems with roles features.
- Administered quality customer service to in-house staff and satisfied concerns.
- Orchestrated integration and communication of software upgrades.
- Attended meetings to deliver status reports to key stakeholders.
- Created nightly jobs for database backups.
- Conducted routine and emergency maintenance of assigned data center equipment.
- Developed modification program to determine compatibility with various software.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
Directory Services Engineer
Clear Channel Corporate
San Antonio, TX
01.2003 - 12.2012
- Tested and checked performance of hardware and software programs.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Received escalated Help Desk issues from end-users to find resolutions to larger-scale issues within organization
- Resolved customer complaints in prompt, polite and professional approach.
- Implemented organization-requested solutions for various products such as mobile technology and ADFS.
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Escalated and re-produced problems with Microsoft when issues could not be resolved with standard means of troubleshooting.
- Installed, configured, and tested equipment on different windows OS platforms and patching levels.
- Adjusted machine settings to maximize performance and equipment longevity.
- Trained Help Desk employees on new implementations coming from our department to further support staff calling in with new technologies.
- Maintained server availability to be 99.99% uptime.
Education
Microsoft Certifications - Microsoft Active Directory / Microsoft Exchange
New Horizon Computer Learning
San AntonioMicrosoft Certifications - Microsoft Windows Server/Exchange/Office 365
Microsoft
Online Learning And In Person Training01.2019
AWS Certified Solutions Architect - Cloud Engineer
TOP - Rackspace Technical Onboarding Program
San Antonio08.2021
Skills
- Terraform
- Technology Support - Microsoft On-Prem /AWS Cloud Computing
- Incident Response/On-Call
- Disaster Recovery Planning
- Atlassian JIRA/Confluence
- Jenkins CI/Docker
- Configuration and Management
- Compliance with Security Requirements
- Architectural Standards - 6 Pillars of the AWS Well-Architected Framework
- CI/CD - Github/Bitbucket
- Image Building
- Designing, Architecture Improvements, and Technology Best Practices
- Technical Support and Assistance/Troubleshooting
Certification
- AWS Certified Solutions Architect - Associate Timeframe - Oct 15, 2021 - Oct 15, 2024
- AWS Certified Developer - Associate Timeframe - Feb 14, 2023 - Feb 14, 2026
- Microsoft Certified Systems Engineer (Up to Server 2012)
- Office 365 Administrator
Timeline
Cloud Engineer II
Rackspace Technology
08.2021 - 03.2023
Dedicated Exchange Engineer
Rackspace Technology
01.2014 - 08.2021
International Windows Admin
Rackspace Technology
12.2012 - 12.2013
Directory Services Engineer
Clear Channel Corporate
01.2003 - 12.2012
Microsoft Certifications - Microsoft Active Directory / Microsoft Exchange
New Horizon Computer Learning
Microsoft Certifications - Microsoft Windows Server/Exchange/Office 365
Microsoft
AWS Certified Solutions Architect - Cloud Engineer
TOP - Rackspace Technical Onboarding Program
Similar Profiles
Richa KumariRicha Kumari
Customer Success Manager at Rackspace TechnologyCustomer Success Manager at Rackspace Technology
SEAN A. DICKERSONSEAN A. DICKERSON
Solution Architect IV at Rackspace TechnologySolution Architect IV at Rackspace Technology
Lalit BorseLalit Borse
Cloud Engineer at Rackspace TechnologyCloud Engineer at Rackspace Technology
Richard Brian SeloffRichard Brian Seloff
Dataventer Technician III at Rackspace TechnologyDataventer Technician III at Rackspace Technology
Maria CruzMaria Cruz
Barista at StarbucksBarista at Starbucks