Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Zachariah Peterson

Austin,TX

Summary

Results-oriented and knowledgeable Solutions Engineer with over eight years of experience. Providing exceptional service to VIP customers and fostering strong client relationships, Highly skilled in troubleshooting, problem-solving, and systems analysis. Adept at diagnosing technical issues, resolving conflicts, and delivering effective solutions. Great team player with excellent communication skills and a well-developed technological expertise dedicated to customer success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

ShipperHQ
Austin, Tx
10.2022 - Current
  • Guided clients in configuring complex shipping rules and conditions without the need for custom code, utilizing ShipperHQ’s user-friendly platform
  • Leveraged REST APIs and Postman for testing and troubleshooting integrations, pulling logs, and ensuring seamless communication between services
  • Provided support in a SaaS-based environment, optimizing eCommerce workflows and shipping solutions tailored to client needs
  • Worked within an AWS Cloud Computing environment, utilizing S3 buckets, RDS, EC2, and VPC to manage and scale ShipperHQ's infrastructure.
  • Executed shell scripts for routine maintenance and automation, leveraging solid expertise in Linux environments to ensure system reliability and efficiency
  • Created and executed SQL scripts for retrieving logs and user data, enhancing the accuracy of diagnostics and support.
  • Proficient in HTTP/HTTPS protocols, SSL/TLS encryption, and SSO/SAML configurations
  • Strong understanding of HTML, CSS, XML

Senior Associate Operations Engineer

Dun & Bradstreet
Austin, TX
05.2020 - 10.2022
  • Supported D&B products by working with multiple teams and continuously improving end-user experience
  • Monitoring outages and server-based connection issues
  • Utilize the following databases for backend user support: AWS S3, Redshift DB, SQL, and Apache Zookeeper
  • Using Postman APIs for implementing templates, redacting data, pushing software patches, and enabling system software features
  • Monitor a wide range of data sources including log files, performance metrics and network traffic with Splunk and Hadoop
  • Involvement with cloud based ETL software like Stitch to use with Business Intelligence Tools (Power BI)
  • Maintained proper SLAs with customer satisfaction being top priority
  • Creating and tracking tickets with Zendesk, Jira and Confluence
  • Basic Python scripting.

Desktop Support Technician

Texas Division of Emergency Mgmt.
Austin, TX
12.2018 - 05.2020
  • Provided infrastructure support to local and remote Emergency Management facilities with over 1000+ employees
  • Create and maintain Active Directory accounts and utilize LDAP
  • Use of Windows Server Update Services for patch deployment, operational efficiency, pointing out security vulnerabilities, and maintaining product stability
  • Administered and applied security measures with Group Policy
  • Configured operating systems and deployed windows images
  • Provided Remote desktop support to client computers for application installation and troubleshooting
  • 24/7 call support with internal and external clients at different state locations
  • Managed IT Inventory, including procurement, asset tracking and equipment disposal
  • Maintained office hardware, (Printers, Copiers, projectors, conference phones and cameras).

Technical Support Specialist

Facebook
Austin, TX
11.2017 - 12.2018
  • Responsible for Troubleshooting and supporting Apple, Google and Microsoft based configurations (MacBook’s, iPads, iPhones, desktops/laptops
  • Supporting Mac OS X , Mac Hardware, and software
  • Cleaning and Re -Imaging Mac computers with Carbon Copy cloner software
  • Completed solutions based on employee needs
  • Created, updated, and monitored tickets routinely using ServiceNow
  • Upheld exceptional quality during high call volumes
  • Prioritized tasks to stay efficient and maintain Service Level Agreement (SLA) numbers
  • Dealt with manufacturer warranty issues and repairs
  • Research and Identify solutions to software and hardware issues
  • Contributed to the internal knowledge base.

Desktop Support

Aspen Heights Partners
Austin, TX
07.2015 - 11.2017
  • Setup and provisioned Desktops, Workstations, Notebooks, Printers, and Handhelds
  • Troubleshoot and support Microsoft office suite applications
  • Provided white glove service for executive VIPs
  • Utilized Microsoft Intune suite to manage user group identities, apps, and devices
  • Installed VoIP phones across the company (8x8)
  • Occasionally replaced server power supplies and UPS.

Education

Diploma -

JUDSON HIGH SCHOOL
Converse, TX
01.2012

Computer Service Technician -

Gary Jobs Corps Center
San Marcos, TX
01.2012

Skills

  • Microsoft Office Suite
  • Active Directory
  • Windows/mac OS X
  • Linux / Unix
  • Cloud Computing
  • Azure
  • AWS: S3, EC2, IAM, RDS, VPC, Lambda, Glue
  • Jenkins
  • Networking: TCP/IP, DNS, DHCP, SSH, SNMP, WMI
  • Scripting: Python, Bash, PowerShell
  • GitHub
  • Databases: MySQL, PostgreSQL, MongoDB, Zookeeper
  • Salesforce CRM
  • Regular Expressions
  • JSON
  • Data Analytics: Splunk, Hadoop
  • Cyber Security
  • Experience with containerization (Docker/Kubernetes)
  • Familiar with CI/CD concepts
  • Familiar with VMware
  • RESTful API's, SOAP

Certification

  • CompTIA A+ Certified, 2012
  • OSHA, 2012

Personal Information

Title: Senior Technical Support

References

  • Paul Matthews, Chief of IT Helpdesk & Workstation, Texas Division of Emergency Mgmt., 512-318-6937, Paul.matthews@tdem.texas.gov
  • Stacia Rivera, Executive Assistant, Texas Division of Emergency Mgmt., 512-696-7282, Stacia.rivera@tdem.texas.gov
  • Zaquan Henry, Quality Assurance Tester, Plainview, 210-706-0739, zaquanh@gmail.com

Timeline

Technical Support Engineer

ShipperHQ
10.2022 - Current

Senior Associate Operations Engineer

Dun & Bradstreet
05.2020 - 10.2022

Desktop Support Technician

Texas Division of Emergency Mgmt.
12.2018 - 05.2020

Technical Support Specialist

Facebook
11.2017 - 12.2018

Desktop Support

Aspen Heights Partners
07.2015 - 11.2017

Diploma -

JUDSON HIGH SCHOOL

Computer Service Technician -

Gary Jobs Corps Center

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