Senior Cloud Specialist looking for a new Challenge

1. Page 1
Grant West
address: 15 Oregon Ave, Reading RG31 6RZ
telephone: 07428757472
email: grant@karibeer.com
Professional profile
A resourceful, enthusiastic and hardworking Senior Technical Cloud Specialist with excellent experience in
leading and managing teams to provide effective service delivery. Has a proactive and hands-on attitude to
completing tasks, with a variety of skills in prioritising workloads, ensuring all deadlines are met and that
tasks are completed with a high degree of accuracy. Experienced in the improving and developing new and
existing processes, supporting enterprise support and solving issues with servers, databases, and email/web
solutions. Possesses outstanding communication and interpersonal skills with the ability to work in effective
teams. Combines a professional and friendly approach with good leadership, administrative and
organisational skills, and the ability to build and maintain productive working relationships at all levels.
Objective
Now looking for a new and challenging position, which will fully utilise existing technical and management
skills, while enabling further career development.
Career summary
2014 - Present Senior Cloud Support Specialist
• Provide Tier 2/3 Technical post and pre-sales support to a full range of external & internal customers
including enterprise end users, third part users (recipients), system’s administrators, and all Accellion
internal employees via inbound phone queue, email, secure shell (SSH) and WebEx meetings.
• Utilize CentOS 5/6 command line tools to maintain and troubleshoot network, operating system, and
application level issues.
• Complete deep analysis/investigation into product failures and provide root cause analysis to customer
and engineering when needed.
• Train and coach Tier 1 and Tier 2 team members.
• Provide Premium support and act as escalation point for high profile cases and customers.
• Assist Sales and Deployment Engineers with Pre-sale and post-sales issues and questions relating to
deployment, troubleshooting and configuration of all products.
• Support, deploy and troubleshoot Accellion Secure File Transfer and Kiteworks CentOS based solutions
(VMware/Hyper-V, Amazon EC2, Xen based and HP ProLiant physical appliances) including Send File,
Collaboration, Sync and Accellion Secure File Transfer Satellite solutions (SFTP, Archiver, SMTP,
Viewer, and Kitepoint CIFS/SMB/SharePoint)
• Document bugs within Jira and escalate to Engineering when necessary.
• Document feature requests within Jira and escalate to product management when necessary.
• Support, deploy, and troubleshoot authentication-based solutions such as LDAP/2FA and SSO with
Accellion Products.
• Solid experience with Linux (Ubuntu, CentOS) administration.
• Good Understanding of DevOps key concepts like infrastructure as code (IaC)
• Some hands-on-knowledge of software containerization platforms like Docker and container
orchestration tools like Kubernetes and Docker Swarm.
• Support and maintain 700+ instances on both AWS and Azure including monitoring with Zabbix and
Nagios as well as Jenkins for deploying.
• Help QA with developing some of their automated tests

2. Page 2
2011 - 2014 Senior Cloud Archiving Engineer, Sonian Ltd
• Provide Enterprise class 3rd
line escalation support to over 10000 customers worldwide.
• Collaborate with development and QA to identify and resolve complex issues.
• Responsible for implementing new processes and support tools including redesigning the CRM system.
• Proficient in managing all flavours of nodes on the 3 main public clouds AWS, Rackspace and IBM
• Completed a multitude of internal projects including creating a new account signup process
• Assisted Support-ops with all Cloud Infrastructure monitoring and maintenance including deployment of
new code.
2009 - 2011 Senior Technical Support Consultant, Webroot Services Ltd
• Providing top-tier enterprise support for email, web and archiving solutions, troubleshooting issues as
they are presented, resolving escalated cases and assisting colleagues as required
• Conducting Linux/Unix shell scripting and SQL database manipulations, as well as configuring and
maintaining products at both front and back end
• Creating and implementing new processes and support tools, while improving processes for technical
support teams, streamlining and standardising existing procedures
• Liaising with the development and QA teams to report and track problems, as well as with the sales team
with configuration and customer deployment
• Assisting with the recruitment and training of new team members, establishing objectives and assisting
team members to achieve them
Education and qualifications
Professional Microsoft Networking Essentials Award
Professional Microsoft Certified Professional, Windows 2000 Professional and Server
Professional Microsoft Certified Professional, Microsoft Windows 2000 Network and Operating
Systems
Professional Microsoft Certified Professional, Networking Essentials on NT4
Professional HP Certified, Accredited Platform Specialist
Professional HP Certified, HP Commercial Desktops, Workstations and Netbooks
Professional Dell Certified Systems Expert, Laptops - Latitude and Inspiron
Professional Altiris Asset Management Suite
Professional Microsoft Exchange Administration
City and Guilds Technical Certificate in Telecoms and Electronics Engineering
8 GCSE’s A-C grade
Training
Microsoft windows servers Ansible Quick start
Microsoft Active Directory AWS Cloud Practitioner
Microsoft Exchange 2007,2010 and 2013 AWS Concepts
Microsoft Powershell AWS Essential
Opscode ( Chef ) including Knife DevOps Essentials
AWS (Amazon Web services) Cloud DevSecOps Essentials
Rackspace Cloud Git Quick Start
ITIL Jenkins Quick Start
Unix and Linux Kubernetes Quick Start
SQL Serverless Concepts
Salesforce, Clarify and Zendesk call logging systems VIM The Improved Editor
Health and Safety, First Aid YAML Essentials
Personal details
Licence: Driver; full clean licence
Interests include: Keeping fit, Outdoor living / Biking
References are available on request