WILLIAM KLEIN
New York,NY
Summary
Senior Cloud & Infrastructure Engineer with extensive experience supporting a global SaaS platform through growth and acquisition. Expertise in managing cloud services and infrastructure, emphasizing Azure, Kubernetes, and Terraform for optimized production operations and reliable service delivery.
Overview
36
36
years of professional experience
Work History
Senior Cloud Engineer / Senior Operations Engineer
QUALTRICS / PRESS GANEY FORSTA / CONFIRMIT
New York City
11.2011 - 08.2026
- One continuous 15-year tenure through successive acquisitions and company transitions: Confirmit / Press Ganey Forsta / Qualtrics.
- Progressed through senior infrastructure and operations responsibilities while supporting a global, business-critical SaaS platform. Continued responsibility for the same core production environment through multiple corporate acquisitions, technology transformations, and migration to modern cloud and containerized infrastructure.
- Managed cloud and infrastructure services, enhancing performance and reliability of systems.
- Maintain and troubleshoot enterprise SaaS infrastructure across Azure and colocation environments.
- Maintain, upgrade, and troubleshoot Kubernetes clusters running in Azure and SaaS colocation facilities.
- Executed Azure cloud migration using Terraform-based Infrastructure as Code (IaC), streamlining deployment processes.
- Support production infrastructure across geographically distributed environments spanning two continents.
- Diagnosed complex production problems across cloud infrastructure, Kubernetes, operating systems, databases, networking, IIS, and applications, ensuring swift resolutions and minimal downtime.
- Perform infrastructure upgrades, maintenance, modernization, and operational improvements in business-critical production environments.
- Ensured reliable operations for business-critical systems and services.
- Maintain highly available SaaS infrastructure supporting enterprise customers.
- Troubleshoot issues from the application layer through databases, operating systems, containers, networking, and underlying infrastructure.
- Work closely with development and operations teams to identify root causes and resolve production incidents.
- Support ongoing modernization from traditional infrastructure toward cloud and container-based platforms.
Programmer / Network Services Manager
PDF SYSTEMS
01.1999 - 11.2011
- Transitioned from infrastructure and network management to software development and application infrastructure, enhancing technical versatility.
- Designed and developed a Java/MySQL imaging application allowing users to scan, store, index, search, and retrieve documents from a centralized database.
- Designed and maintained PHP/MySQL web applications supporting customer order-data uploads and manufacturer database searches.
- Designed and maintained customer LAN/WAN environments, routers, remote-access systems, and firewalls to ensure reliable connectivity and security.
- Built and maintained Linux-based firewalls, VPN servers, DNS, Apache, PHP, MySQL, and email infrastructure.
- Designed and maintained Active Directory environments for small and midsize businesses.
- Configured and managed VMware environments while establishing MySQL database replication processes for improved data availability.
Network Services Manager
SELF-EMPLOYED NETWORK SERVICES
01.1991 - 01.1998
- Configured routers and WAN connectivity solutions, ensuring reliable data transmission and communication.
- Designed and maintained LAN/WAN infrastructure, enhancing connectivity for business customers.
- Supported Linux, IBM AIX/Unix, Windows NT, Novell, and remote-access servers.
- Delivered technical support and troubleshooting for end-users, improving overall satisfaction and system usability.
- Installed and maintained customer workstations and business applications.
Education
Bachelor of Science - Computer Science
SUNY Empire State College
Liberal Arts
New York University
Skills
- Cloud & DevOps: Azure
- Cloud migration strategy
- Infrastructure automation
- Terraform
- SaaS Infrastructure
- Kubernetes
- Hybrid cloud
- Cloud: Azure
- Production Operations
- Microsoft SQL Server
- PostgreSQL
- MySQL
- Database management
- Replication
- IIS administration
- Linux
- RHEL
- Ubuntu
- Unix
- AIX
- Windows Server
- Networking
- TCP/IP
- DNS
- VPN
- Firewalls
- Routers
- SSH
- HTTP/HTTPS
- SMTP
- FTP/SFTP
- Virtualization: VMware
- Automation: Bash
- Shell Scripting
- PHP
- Java
- Security: SonicWall /WatchGuard
- SPF
- Diagnostics: Wireshark / Tcpdump
- Disaster recovery
- Data transfer
- IIS
- Apache
Personal Information
Title: SENIOR CLOUD ENGINEER | DEVOPS | CLOUD INFRASTRUCTURE
Timeline
Senior Cloud Engineer / Senior Operations Engineer
QUALTRICS / PRESS GANEY FORSTA / CONFIRMIT
11.2011 - 08.2026
Programmer / Network Services Manager
PDF SYSTEMS
01.1999 - 11.2011
Network Services Manager
SELF-EMPLOYED NETWORK SERVICES
01.1991 - 01.1998
Bachelor of Science - Computer Science
SUNY Empire State College
Liberal Arts
New York University