Sadiel Ortega
Support Engineer
Dallas,TX
Summary
Seasoned Customer Support Engineer with 8 years of experience, specializing in Container Orchestration Systems, Cloud Technologies, and Linux Operating Systems. With a professional journey that is marked by an unwavering passion for acquiring new technologies and a sincere dedication to aiding others in their technology pursuits.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
6
6
Certifications
Work History
Senior Staff Customer Operations Engineer
D2iQ
Dallas, TX
05.2022 - Current
- Contributed over 50% of positive customer ratings that enabled D2iQ to receive Support Team of Year award in 2023.
- Contributed to D2iQ product knowledge base by creating more than 60 technical resources such as troubleshooting guides, documentation for common issues, and step-by-step configuration guides.
- Initiated internal tickets to document and report any identified product component issues. I collaborate closely with D2iQ engineering team to reproduce these issues, thoroughly test potential workarounds and solutions, and provide valuable feedback for product improvement.
- Developed internal tooling using Terraform, Ansible, and Bash scripting to automate deployment of DKP across multiple platforms, including AWS, Azure, and vSphere. This automation streamlines process, reducing time required to replicate and troubleshoot issues by eliminating manual deployment steps.
Support Engineer at Azure Containers Team
Microsoft
Dallas, TX
08.2021 - 05.2022
- Performed complex product troubleshooting and remediation when necessary, collaborating with development teams to resolve issues related to configuration, code, or service deficiencies impacting customers.
- Contacted customers to thoroughly understand their issues and ensure they are informed about status and solution progress.
- Utilized various troubleshooting tools such as event logs and performance traces to assist in resolving customer issues.
- Created technical articles and knowledge base content, whether for internal or customer-facing purposes, to enhance customer understanding.
- Provided best practices and educational guidance to ensure customers grasp problems, enabling proactive resolution of potential future issues.
Customer Operations Engineer
D2iQ
Dallas, TX
08.2019 - 08.2021
- Assisted D2iQ (previously Mesosphere) customers in deploying and troubleshooting their containerized workloads running in D2iQ Container Orchestration Systems (DC/OS and D2iQ Kubernetes Platform Konvoy)
- Significant contribution to D2iQ internal and public knowledge-base by creating: how-to’s article that expands the main D2iQ products documentation addressing some common issues encountered in DC/OS and Konvoy, customizing the configuration of D2iQ products to adapt for customer containerized workloads.
- Interacted very closely with D2iQ software engineering to improve DC/OS and Konvoy by reporting/tracking new issues (Jira), testing/reproducing issues, and proxying new feature requests submitted by D2iQ customers.
Cloud Support Engineer
AWS
Dallas, TX
02.2018 - 07.2019
- As a Cloud Support Engineer, I provided the required technical help & support to the AWS customers. I assisted AWS customers in not just fixing and troubleshooting issues with their workloads in the cloud, but helping them architecting and optimizing their AWS infrastructure.
- Provided support with following AWS services: EBS, EFS, Elasticache, EC2 Linux, Cloud Endure, Server Migration Service, VPC, VPC peering, third-party applications running in Linux (MySQL, Apache, Nginx, SSH, SMTP servers, etc). I have also experience with Cloud Formation.
Linux System Administrator
Rackspace Managed Hosting
San Antonio, TX
05.2015 - 02.2018
- Recognized with NPS Award for receiving highest Net Promoter Score twice for achieving highest level of customer satisfaction in Support Department.
- Managed dedicated and cloud servers running various Linux distributions for a diverse customer base, ranging from medium-sized businesses to global enterprises across Rackspace data centers worldwide. My responsibilities encompassed installation, patching, troubleshooting, and hardening of these servers.
- Actively engaged with customers via phone and a ticket management system, proactively addressing potential server issues. My expertise included configuring, optimizing, troubleshooting, and securing Linux systems, including Red Hat 6 and 7, Debian, Ubuntu, and CentOS. I also excelled in installing, managing, and troubleshooting open-source applications such as FTP servers, Apache/Nginx web servers, MySQL/MariaDB, PostgreSQL, NFS, Samba, and SMTP servers.
Education
Bachelor of Science - Biochemistry
University of Havana
Havana 09.2000 - 06.2005
Master of Science - Applied Mathematics
School of Math., Physics & Computational Sciences
Santa Clara, Cuba 01.2006 - 11.2009
Certification - Cloud Computing And Linux System Administration
Rackspace Cloud Academy
San Antonio, TX 01.2015 - 04.2015
Skills
Linux System Administration
Container Orchestration
Kubernetes
Troubleshooting
Web Servers (Apache & Nginx)
Cloud Computing (AWS, Azure)
MySQL, Postgress
Technical Documentation
Networking
Technical Support
Certification
Certified Kubernetes Admin.
Timeline
Certified Kubernetes Security Specialist
12-2022
Senior Staff Customer Operations Engineer
D2iQ
05.2022 - Current
Support Engineer at Azure Containers Team
Microsoft
08.2021 - 05.2022
Certified Kubernetes Application Developer
04-2021
Certified Kubernetes Admin.
05-2020
Customer Operations Engineer
D2iQ
08.2019 - 08.2021
Cloud Support Engineer
AWS
02.2018 - 07.2019
Red Hat Certified Engineer
08-2016
AWS Certified SysOps Administrator – Associate Level
01-2016
Linux System Administrator
Rackspace Managed Hosting
05.2015 - 02.2018
Red Hat Certified System Administrator
02-2015
Certification - Cloud Computing And Linux System Administration
Rackspace Cloud Academy
01.2015 - 04.2015
Master of Science - Applied Mathematics
School of Math., Physics & Computational Sciences
01.2006 - 11.2009
Bachelor of Science - Biochemistry
University of Havana
09.2000 - 06.2005