Level 3 IT Engineer with 10+ years of experience in the web hosting and cloud space. Excellent soft-skills and a great communicator with top-tier technical aptitude.
Responsible for providing chat & phone support for large enterprise customers concerning Cloudflare's suite of CDN, DNS, WAF, Security, & SASE (Zero Trust) products.
Service $100M+ clients over P0 bridges and answer urgent inbound support requests over dedicated emergency line.
Extensive use of command-line utilities like MTR, traceroute, dig, curl as part of network troubleshooting.
Run SQL queries against Clickhouse, with Grafana and Kibana dashboards.
Owned internal and external communications during high-severity outages, directly managing status page updates and coordinating cross-functional engineering resources for the support team.
Customized AI workflows to improve personal efficiency handling complex cases using OpenCode and Windsurf.
