Richard Chessher
Austin,Texas
Summary
IT Technical Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT Manufacturing Support Tech
Tesla, Giga Factory
09.2023 - 04.2024
- Provide manufacturing support for Giga Factory in Austin, which included installing 100's of Tangents with Ubuntu Linux and Windows, and other hardware components
- Provided senior level support for complex software and hardware issues
- Provide networking administration: Active Directory, physical cabling, switch setup, and securing network
- Splunk administration tasks such as developing which included searches and alerts
- Installed and setup VMware instances for testing for ITMFG Team
- Adding memory, hard drives to new or old Tangents
IT Support Associate II
Amazon
01.2021 - 02.2023
- Manage security tools, provide system administrative support, and maintain and upgrade tool sets
- Recognize, research, and analyze various threat actor groups/attack patterns, tactics, techniques, and procedures
- Manage and execute multi-level response and address reported or detected incidents
- Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely using ServiceNow ticketing system
- Assist with activities to triage and escalate any system or network outage to reduce downtime
- Assist with remote assistance in Teleconferencing systems and AV presentation equipment
- Datacenter and Amazon FC hardware replacement, upgrade, and maintenance
- Which included, CPU, memory, SSD drives as well as keyboard and monitor screens on HP Laptops
Guardium L2 Support Engineer
IBM
01.2019 - 01.2020
- Primary technical support role with IBM to support enterprise-level clients in implementation of Guardium Data Protection (GDP) Application
- Monitor and enforce wide range of policies, including sensitive data access, database change control, and privileged user actions
- Vulnerability assessment, Data Loss Protection, Threat Prevention, Access Management
- Troubleshooting, problem recreation and debugging for root cause analysis while utilizing tools such as Salesforce, Jira, wiki's, Cisco Webex as well diagnostic tools for root cause analysis
- Worked closely with development, sales, product management and IBM Services.
Linux System Engineer
IPsoft
06.2017 - 04.2018
- Primary role of supporting IPsoft clients
- Daily tasks involve prioritizing tickets to maximize time, investigate troubled systems
- Primary duties were to triage and prioritize tickets in support queue on minimally supervised and highly efficient team
- This involved investigating servers for webserver, ha-proxy, MySQL, OpenVPN issues as well as performing log rotation, and making sure that IPcenter was functioning
- IPcenter was ISPsoft's monitoring tool for clients
- Worked in multi-Linux distro environment (Scientific Linux, Ubuntu, RHEL, CentOS), Web Server configurations (Apache, Nginx)
Linux Administrator
Rackspace
05.2015 - 05.2017
- Primary role of supporting Rackspace Open Cloud clients and managed hosting, while providing Fanatical Support
- Daily tasks involve prioritizing tickets to maximize up-time, investigating troubled systems, performing preventative maintenance, and making proactive recommendations of changes to maximize customer satisfaction and up-time
- Primary duties were to answer incoming support phone calls and to triage and prioritize tickets in support queue on minimally supervised and highly efficient team
- Worked in multi-Linux distro environment (Ubuntu, RHEL, CentOS, Debian), Rackspace, AWS, and Google Cloud technology, OpenVPN, dnsmasq, MySQL backups, Web Server configurations (Apache, Nginx), Horizontal scaling solutions with load balanced configurations, OpenStack API manipulations via CURL, Configure sites with maximum security measures in mind (firewall, logging, monitoring), Networking diagnostics.
Linux Administrator
Modis, Hewlett Packard NOC
03.2014 - 06.2014
- Worked in NOC (network operating center) providing Linux admin support for HP Helion Public cloud
- Worked directly with L2 and L1 Service teams to provide support for cloud-based servers
- Administered OpenStack servers along with Nova, Neutron, Glance and Cinder based servers
- Also worked with products such as Jira (ticketing-based system), Icinga and Wiki based products
- Supported OS versions included CentOS, Ubuntu, Gentoo, Fedora, and windows-based cloud VMs
- This included creating, setup and network related work.
AIX Technical Solution Manager
IBM
01.2005 - 01.2014
- Provide remote technical support by serving customers with both high technical skill (AIX) and customer service at IBM Austin
- Work directly with customers to provide seamless cross platform product support for both hardware and software issues
- I served as focal for specific clients in which I provided custom support for AIX and seamless support for IBM Middleware products like WebSphere, GPFS, Tivoli Suite, DB2 products and more
- Specialized in AIX issues such as TCP/IP, VIO Virtual Ethernet, EtherChannel, routing, telnet, ftp, IP and network printing
- Worked in Tivoli TWS Team where I supported Tivoli Workload Scheduler
- Support for this product included embedded WebSphere, JAVA as well as DB2 and Oracle
- Worked in the Tivoli Application Dependency Discovery Manager team supporting customers with the TADDM Product
- This role also offered exposure to WebSphere, JAVA and DB2 and Oracle as well.
AIX Administrator / RHCE /Tech Specialist
Mustang Technical Consultants, IBM
01.2003 - 01.2005
- Provided remote technical support for AIX Premium Support group
- This was a similar role as above except as a vendor employee
- Worked directly with vendors from HP/Compaq, Northrup Grumman, and Parsec to provide seamless cross platform product support for both hardware and software issues
- Supporting AIX, Solaris, True64, HPUX, OVMS, and Windows XP/NT/2000 and multiple versions of Linux
- Work with clients on AIX software and hardware issues
- Served as a focal point for training and managing new employees.
Sr. Linux Administrator
Mark III Systems Inc
01.2001 - 01.2003
- Configured, installed, and maintained IBM Linux Clusters
- Installed and maintained Lotus Domino Server on AIX for email and Engage software, which included user administration
- Configured tape devices such as 3590 drives, C12 Cabinets for Storage Tek Silo, 7331's, 7133's, 8mm and DLT drives on AIX and Solaris
- Integrated Windows, RedHat Linux, and Solaris using Samba for AIX
- Installed and configured RedHat Linux systems for use as mail and web servers
Education
High School Diploma -
Splendora High School
Splendora, TX06.1988
Skills
- Remote Desktop Support
- Operating System Support
- Help Desk Support
- Network Administration
- Server maintenance
- System Configuration
- Technical Support
- Employee Computer Support
Additional Information
- IT Security & Support Professional
Certification
- [Area of certification], [Company Name] - [Timeframe]
Timeline
IT Manufacturing Support Tech
Tesla, Giga Factory
09.2023 - 04.2024
IT Support Associate II
Amazon
01.2021 - 02.2023
Guardium L2 Support Engineer
IBM
01.2019 - 01.2020
Linux System Engineer
IPsoft
06.2017 - 04.2018
Linux Administrator
Rackspace
05.2015 - 05.2017
Linux Administrator
Modis, Hewlett Packard NOC
03.2014 - 06.2014
AIX Technical Solution Manager
IBM
01.2005 - 01.2014
AIX Administrator / RHCE /Tech Specialist
Mustang Technical Consultants, IBM
01.2003 - 01.2005
Sr. Linux Administrator
Mark III Systems Inc
01.2001 - 01.2003
High School Diploma -
Splendora High School
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