Clifford Benoit

Owning and deploying Cloud-based projects

Deploying code changes using Github

Troubleshooting and Monitor day-to-day operations to ensure the platform and service expectations are met daily

Simulation of customer scenarios on our labs to troubleshoot or new service deployments using multiple AWS services, Docker, Kubernetes, Ansible, Linux/UNIX

CRUD Operations on Databases (Mysql/PostgreSQL/RDS)

Task automation using Bash/Python scripts

Collaborated with cross-functional teams to design, develop, and implement seamless cloud migrations.

Getting training and mentoring in core web technologies (HTML/CSS/Javascript, React)

Building and maintaining the Canvas and Blackboard platforms using HTML, CSS, JavaScript

Provide first-line technical support for customers by communicating via email, chat and phone

Using tools like Git to manage code changes and collaborate with the team.

Work on general ticket queue on Jira and service incoming requests via Slack

Create/Update documentation of Support processes

Provide Support to USA/European and Latam Universities and learning institutions such as Harvard, MIT ensuring their web platforms are up and running

• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

System performance monitoring using Linux/FREEBSD, deep packet inspection

Take traffic captures and analyze with Wireshark/tcpdump to diagnose and troubleshoot network problems

Perform diagnostic analysis and troubleshooting of technical issues such as server-related problems, subscriber mapping issues, virtualization issues, traffic detection

Task automation using Bash

• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
• Installation of packages for the different LINUX distributions (Debian-based, SUSE)
• Perform basic bash shell scripting
• Managing users, creating config files backups, file permission management

• Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
• Troubleshooting internet connectivity issues, wired and wireless modem configuration, etc.
• Assist our customers in a timely manner with great technical skill and professionalism
• Working with local technicians to resolve issues on customer’s premises