Cloud Support Resume Sample
Jonatan Sanford
53813 Paucek Burgs,
Dallas,
TX
+1 (555) 781 1119
Work Experience
Cloud Support Specialist
08/2015
-
PRESENT
Phoenix, AZ
- Assist CSM and L&D Team with writing ‘How To’ articles for Vonage’s internal customer knowledge-based environment
- Creates wow / delighter moments with customers
- Tenacious problem solver, owns requests, tasks, and issues until full resolution
- Translates technical information for broader audience understanding
- Adaptive to changing priorities in a dynamic troubleshooting environment
- Thrives working in a fast paced environment with varying deadlines and priorities
- Excellent written and verbal communication, negotiation and partnership skills
Cloud Support Technician
12/2008
-
05/2015
Chicago, IL
- Engaging/collaborating with other teams as needed (e.g., app teams/owners, CAS team, CATE teams, ESX Hosting, storage teams, GNCC, Migrations, Build team, vendors, etc.)
- Analyzing requests for resources (availability, need), negotiating as necessary, applying changes or referring to other teams when appropriate
- Investigating VM performance issues and adjusting settings and/or virtual devices if virtual infrastructure is found to be contributing to bottlenecks or other issues
- Work to achieve a solid understanding of existing customer specific solutions
- Engage cross-functional resources both internally and within customer organizations to solve complex problems
- Effectively manage time, workload and shifting priorities while consistently identifying opportunities for continual improvement
- Have the ability to respond promptly to production issues and alerts 24x7
- Be comfortable operating in fast paced environment
Junior Cloud Support IT
12/2003
-
09/2008
Houston, TX
- Effective collaborator in with multiple stakeholders at varying levels
- Experience with VMware vSphere 5.5 virtualization technologies
- Provision new virtual guests within the virtual infrastructure client
- Manage virtual resources for each guest and the entire virtual environment
- Monitor virtual environment capacity
- Plan and implement changes to the virtual infrastructure based on business growth
- Identify virtual infrastructure issues and coordinate resolution with Lead
- The percentage of time spent on activities depends on the actual role assignment and could vary
Education
Wheeling Jesuit University
1998 - 2003
Bachelor's Degree in Information Science
Professional Skills
- Proven experience in providing technical support to end users
- Working experience using HDFS, Cloudera’s Distribution including Apache Hadoop (CDH)
- Working knowledge and demonstrable experience of supporting MS Windows and/or RHEL on virtual platforms
- Intermediate networking experience and troubleshooting (TCP/IP, DNS, Routing, Switching, Firewalls, LAN/WAN)
- Experience monitoring and troubleshooting VDI Environments (Desktops & VPNs)
- Experience configuring and troubleshooting firewalls, routers, & switches
- Experience in liaising and negotiating with global clients at a senior level
How to write Cloud Support Resume
Cloud Support role is responsible for leadership, training, database, security, compensation, telecommunications, architecture, reporting, design, travel.
To write great resume for cloud support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Cloud Support Resume
The section contact information is important in your cloud support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Cloud Support Resume
The section work experience is an essential part of your cloud support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous cloud support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular cloud support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Cloud Support resume experience can include:
- Technical inquisitive nature with advanced analytical and diagnostic skills
- Communicate technical ideas, designs, and specifications effectively
- Identify incident trends and develop solutions to ensure troubleshooting efforts are proactive and effective
- Experience working in an Agile approach to development
- Experience working with Service Now an advantage
- Strong ability to produce comprehensive documentation, training manuals and product descriptions
Education on a Cloud Support Resume
Make sure to make education a priority on your cloud support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your cloud support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Cloud Support Resume
When listing skills on your cloud support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical cloud support skills:
- Strong troubleshooting and debugging skills with good understanding of Windows and Linux system administration
- Exceptional communication and interpersonal skills - including negotiation, facilitation, and consensus building skills
- Good Communication Skills - Spoken and written English (including technical writing)
- History of process improvement, problem solving skills, customer advocacy orientation, and leadership in a cross-functional team environment
- Good PC knowledge, experienced user level
- S. computer science or engineering related field or equivalent work experience
List of Typical Experience For a Cloud Support Resume
1
Experience For Cloud Support Specialist Resume
- Multi-task and perform effectively under pressure, working virtually with internal teams and customers
- Experience with enabling and supporting distributed caching solutions (ex. Gemfire, Redis or Apache Geode)
- Develop a strong understanding of the Platform as a Service offering and provide vision for modernization of the technologies & capabilities offered
- Experience developing/supporting distributed applications in a cloud
- Experience with application runtime support (WebSphere, Tomcat/ TC Server, Apache, JBoss, etc.)
- Work according to the Epicor Outsourcing Standard Operating Procedures and relevant customer processes
- Be comfortable using and navigating within a Linux environment
- Educate, guide accounts in making informed configuration decisions, deploying to service best practices and/or client specific needs, challenges and network
2
Experience For Cloud Support Technician Resume
- Be part of a ‘Global Cloud Service department’, while being an Epicor employee
- Retain ownership of incidents and monitoring until satisfactory resolution is achieved
- Flexible approach working in teams as well as environment
- Prepare comprehensive documentation, training manuals and product descriptions
- Understand the vision of the State Farm Internal Cloud offering and provide a modernized Distributed Cache Management System and Runtime
3
Experience For Cloud Support Senior Engineer Resume
- Ensure scaling of the solutions for highly available systems
- Provide guidance and communication to business consumers with applications and services running on the servers
- Understand deployment and provisioning practices in the cloud environment
- Development background in J2EE and Spring frameworks
- Coordination the tickets to completion with the business teams, infrastructure teams, product vendor and third parties
- Managing Customer Service Requests and being the single point of contact. Filters Help Desk calls and provides basic support and troubleshooting, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem
- Provide first level phone support, performing problem recognition, research, isolation in a SaaS Environment or escalating issues to Tier 2 team (Cloud Ops or GCS)
- Records and/or maintains accurate information within SR System (MOS)
4
Experience For Cloud Support Consultant Resume
- Knowledge of JAMF’s Casper Suite
- Help our customers with questions around usage of our Cloud services
- Update our ticket systems with progress and solutions
- Escalation to next level support when needed
- Grow and expand technical service expertise across multiple cloud services at basic, intermediate, advanced and expert levels
- Ensure client and partner needs and expectations are attainable and realistic; work collaboratively with other teams to achieve service expectations and/or mutual success criteria
- Update and maintain SFDC account including case escalations, deployment activity milestones, client-meeting notes, client-facing deliverables (presentations, data sheets, action plans, etc.)
- Maintains knowledge of troubleshooting procedures and escalation paths
- Report to management on activity, bandwidth, and portfolio of clients as requested and arranged
5
Experience For Cloud Support Manager Resume
- Backup and support other team members mainly within region, but at times globally
- Self-starter with ability to analyze and assess organizational issues
- Computer software proficiency with MS Excel, Word, Power Point, Project, Visio, Outlook, SFDC, SharePoint
- Provides coverage and support to all Enterprise Cloud Users as part of the DC2I Service Desk
- Intake, diagnose and resolve customer problems related to operating systems (Windows and Linux), cloud products and services (Prominently AWS, Azure and Bluemix)
- Invoke problem escalation procedures to coordinate recovery between Operational teams to resolve system and service related incidents
- And minimize system down time
6
Experience For Escalation Engineer, Cloud Support Resume
- Intake and process service requests for new cloud services
- Maintains appropriate records and documentation on service work performed within system of record (ServiceNow)
- Ensure that incidents are corrected within identified performance targets
- Administrative tasks and other responsibilities as assigned
- Ensure that the recommendations/ solutions are in accordance to the customer’s policies and system design
- Receive and analyse inquiries from customers and users. Ensure that the issues are resolved within the SLA’s of the specific customer
- Investigate and analyse reported users problems
- Respond to users questions related to supported systems and processes
- Test solutions, scripts and fixes, write reports or snap searches (within parameters provided by the customer management), and co-ordinating issues with other departments
7
Experience For Big Data Cloud Support Analyst Resume
- Produce necessary documentation of Epicor Managed Services service’s and users
- Coordinate with the customers on solutions to be completed at the customer’s site
- Test and script software fixes provided by the Development team and prepare execution instructions for the relevant users and customers
- Ensures that the technical infrastructure is sufficiently robust, scalable, and efficient to deliver the integrated services underlying the physical environment that supports the processes, resources, and operators required for developing, integrating, sustaining enterprise applications and support services
- Addresses the day-to-day management and maintenance of infrastructure services, systems, applications, and hardware usage
- Supports architecture, preliminary design, implementation, and infrastructure operations
8
Experience For Macadmin, Cloud Support Resume
- Develops infrastructure strategy and operational policies, standards, and processes tailored to agency or department missions
- Develops asset management processes that support the provisioning, tracking, reporting, ownership, risk, controls, and financial status of Enterprise Technology assets
- Enables service desk, help desk, and call center development, implementation, operations, and process improvement
- Ensures infrastructure and operations security, such as network and application firewalls, authentication, identity management, and intrusion detection and prevention
- Provide 1st line support for all customer and partners incoming queries in a prompt and professional manner via telephone and email
- Act as liaison between customers/partners and advanced support teams (2nd and 3rd line support)
- Escalate problems where necessary to management or third party suppliers
9
Experience For Cloud Support Eng Resume
- Work within strict SLA’s to provide our customers with a timely resolution
- Ensure that the customer is kept informed of the progress of the incident and the system is kept updated regularly
- Undergraduate students in IT/Computer Science, Business or related areas (from the 2nd semester or later or to be graduated after July/2016)
- Produce all technical solutions for the account/client, in accordance with an agreed technical design
- Responsible for timely project delivery and provide leadership on complex technical issues for clarification and resolution
10
Experience For Virtualisation & Cloud Support Resume
- Design and architect of cloud based infrastructure solutions based on VM ware cloud technologies
- Provide service and support of the application runtime environment offerings and distributed cache on our internal Platforms
- Maintain the automation of server build processes
- Familiarity with data and database replication practices
- Familiarity with in-memory database development technique
- Passion for Automation: experience scripting and scripting tools (Puppet, Ansible, Perl, Python, etc.) Experience with server hardening practices (e.g. security)
List of Typical Skills For a Cloud Support Resume
1
Skills For Cloud Support Specialist Resume
- Experience in troubleshooting Juniper, VPN, networking issues
- Experience with AV/AS detection & troubleshooting techniques
- Experience with networking and TCP/IP
- Strong understanding of a managed service business model
- Experience working in both a direct and multi-channel distribution model
- Strong knowledge of software engineering, languages and tools
- Strong networking fundamentals and diagnostics
2
Skills For Cloud Support Technician Resume
- Experience supporting a hybrid Data Center with Cloud components
- Experience working in a customer service and/or helpdesk environment
- Good working knowledge of Microsoft Office, Excel and Word
- Experience in software architectural design, technical decision-making and solution estimation
- Four or more years experience in systems development, network operations, software support or I.T. consulting
- Utilizes strong business and technical knowledge of platforms/operating systems to develop and support data, databases or products
3
Skills For Cloud Support Senior Engineer Resume
- Experience with virtualization fundamentals (Hypervisors, VMware, etc); IaaS services (compute, storage, network)
- Experience with Server 2008r2 & 2012r2
- Experience with MS Exchange, Active Directory, and DNS
- Experience with Virtualization Software & Hypervisors - VMware, Microsoft Hyper- V, etc
- Project Management experience: ability to plan, coordinate, and manage multiple activities
- Experience with public cloud: AWS, Azure, Pivotal Cloud Foundry, and/or Docker
- Experience in a Service desk environment
4
Skills For Cloud Support Consultant Resume
- Current knowledge and hands on experience of virtualisation and automation technologies (Vmware/KVM) as well as HP and Cisco UCS server hardware technologies
- Experience in a large-scale software development environment
- Active Directory Federation Services (ADFS) - or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc)
- Past experience with phone support or sales
- IT interest or experience
- Experience with SolarWinds and Splunk
5
Skills For Cloud Support Manager Resume
- Proactive nature and good initiative with the ability to solve problems
- Empathetic attitude with the ability to build excellent rapport with customers
- Experience in VMware vSphere, VMware vRealize automation, VMware vRealize operations
- Strong knowledge on traditional enterprise architecture patterns
- Five or more years of experience in a Service desk environment
- Experience with AWS Console, Trusted advisor and Splunk OR Azure portal is required
- Monitoring Barclays own private cloud mailbox and escalate accordingly
- Update users during the troubleshooting and lifecycle of the issue, making sure the customer is always up-to-date
- University Graduate preferable in Computer Science, Engineering and Telecommunications Engineering
6
Skills For Escalation Engineer, Cloud Support Resume
- Follow established procedure for each service request, utilising a ticketing system to handle and manage all issues and queries
- Follow established procedure for each service request, utilizing a ticketing system to handle and manage all issues and queries
- Quickly adapt to a rapidly changing technology environment
- Availability to work an open/flexible schedule including on-call for nights, weekends and holidays
- Responsible for design and engineering of Cloud Based Infrastructure solutions based on VMware Cloud Technologies and offerings for longer term in-house use
- Make the design, development, implementation using the methodology and practical application of ITIL practices and processes
- Can work on multiple tasks and willing to work under pressure
- Keen interest in delivering service to our customers and partners
- Update the documentation registering the processes and the parameters
7
Skills For Big Data Cloud Support Analyst Resume
- Provide training to end users when required
- Maintain an audit trail of the actions/steps/testing taken for a specific issue under the ticket number of the action request system
- Consult with experts beyond Epicor Outsourcing on issues that cannot be solved with it
- Ensures service level management through the development of processes, people, technology, and service level and operating level agreements
- Understands and uses software development practices to manage configuration and automate provisioning
- CompTIA Network+ or higher level certification
- Windows Server administration and related services (Active Directory, DNS, etc)
- CompTIA Certification or Cloud/SaaS accreditation are highly regarded
- Highly regarded additional language to essential support in English: Chinese, Japanese, Cantonese, French, Spanish, Italian, Portuguese, German, Dutch, Slavic Russian; Arabic (modern), Farsi, etc
8
Skills For Macadmin, Cloud Support Resume
- Five (5) years of experience in a technical support manager role, at least (3) years of experience in a technical support environment (preferably web hosting, cloud, or managed servers)
- Excellent leadership and management skills with emphasis on mentoring, motivating, and driving a large team to success
- Experience implementing team processes and monitoring effectiveness
- Identify, analyze, prioritize, and resolve daily operational problems and issues
- Energetic, motivated, and customer focused
- Hire, train, and retain quality team members is critical
- Of travel world-wide might be required
9
Skills For Cloud Support Eng Resume
- Monitor CLOUD L1 and L2 stack
- Manage Barclays own private cloud automation failed tasks at SOD, start & mid shift, escalate when necessary
- Contribute and eventually take over ownership of L1/L2 wiki –Cloud section
- Manage more complex remediation tasks
- Develop more sophisticated and exhaustive documentation
- Resolve any other basis ESX issues as per approved KB articles on VIS wiki, and escalate to L3 when appropriate
10
Skills For Virtualisation & Cloud Support Resume
- Perform monthly clean up of powered off servers
- Exposure to OpenStack Cloud OS and Linux KVM an advantage
- VCP Certification and exposure to Cloud OpenStack an advantage
- Expertise in VMware ESXi 5.x, 6.x, VCenter
- Current knowledge and hands on experience of VMware ESX/ESXi 5.x, 6.x, VCenter, Linux KVM software technologies, as well as HP and Cisco UCS server hardware technologies
List of Typical Responsibilities For a Cloud Support Resume
1
Responsibilities For Cloud Support Specialist Resume
- Knowledge of networking - TCP/IP, Http/s, etc
- Some knowledge of SQL/database query language
- Thrive in a highly collaborative Agile team environment
- Basic knowledge in business processes
- University graduate preferably certified in VMware virtualization (VCP-DVC/ VCAP) and ITIL V3 foundation
- Expert knowledge on other virtualization technologies (Hyper V/VMware)
2
Responsibilities For Cloud Support Technician Resume
- The desire to progress and develop professionally
- Hands on experience in design, implementation and manning VMware vSphere ESX/ESXi & vCenter, which includes periodic ESXi patch update, VMware tool update, add/change/delete storage space & memory, P2V, V2V migration, Capacity planning, vRealize automation, vROP’s etc
- Experience with SAN Storage Network and particularly Huawei blade Technologies, scripting experiences (Perl & Bash), understanding of operating systems (windows & Linux)
- Assigns staff to various projects and directs their activities
- Manages multiple projects, professional and technical staff, and related activities of the area
- Hires and manages a team of people; coaches, counsels and develops team members. Defines individual performance objectives and development plans and ensures alignment with project and organizational objectives. Appraises and evaluates team and individual performance and makes compensation recommendations
- Participates in the development of business and/or IT vision, critical success factors and operating plans; develops and communicates unit vision, strategies, critical success factors and plans; develops high-level migration plans
3
Responsibilities For Cloud Support Senior Engineer Resume
- Works with customers and technical staff to resolve problems and respond to suggestions for improvements or enhancements
- Initiates and fosters business partnerships with clients, vendors, IT and Business Managers; develops relationships that support increasing efficiency and effectiveness; balances individual client needs with business priorities
- Establishes financial plan for the unit and manages to plan; ensures project financial plans are met
- Ensure achievement of both team KPI’s as well as overall PS KPI’s
- Responsible to complete hands-on technical work and provide leadership on complex technical issues and give justification
- To produce all technical solutions for the account/client, in accordance with an agreed technical design
- Make sure the project deliverable is completed accurately within agreed timeline
4
Responsibilities For Cloud Support Consultant Resume
- To collaborate with other cross functional teams for Server / Storage / Network / Data Centre / Facilities / Audit / Compliance activities as required
- Cover global hotline
- Collaborate with the internal teams (support, incident response, product management, engineering, operations, compliance, etc.) to ensure closure of outstanding issues and proactive communication in order to provide input (measure, process, and distribute feedback) regarding client and market needs, identify opportunities to improve existing services and new product innovations
- Based on assignment, requires competencies in data center operations, infrastructure platforms, and service delivery. Technical specialties include local- and wide-area network design, servers, storage, backup, disaster recovery, continuity of operation, performance monitoring, virtualization, cloud computing, modeling, visualization, and other emerging technologies
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