Russell Kendrick

Experience

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  The Planet

  Aug 2005 - Jan 2008

  Systems Engineer

  - Provided maintenance and troubleshooting for forty thousand servers across six datacenters, and resolved network issues on Windows, Linux, and FreeBSD platforms, as well as specific issues involving Virtuozzo, cPanel, Ensim, Plesk and HELM control panels.- Analyzed server and infrastructure logs to resolve network issues and provided "remote eyes and hands" for customers; from rebooting servers to trouble shooting application issues.- Lead technician on proprietary live chat system, engaging with multiple clients at once.- Provided telephone support in a call center environment, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.- Tracked all outstanding tickets, working closely with fellow technicians and client directly to resolve problems in a timely manner.- Documented all technical issues, and highlighted steps taken to resolve problems.- Escalated problems with vendor software directly to the vendor to expedite the resolution of customer affecting issues. Weniger anzeigen

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  University of Houston-Downtown

  Jan 2009 - Jan 2011

  - Conducted stress analysis of bacterial biofilms at the University of Houston-Downtown UBM program.- Developed a mathematical logistic equation biofilm growth model in Maple for Mycobacterium smegmatis and Pseudomonas aeruginosa. - Cultured both bacterial species under stressed conditions, including low nutrient broth to simulate starvation and promote biofilm growth. - Assayed daily growth rates using a variety of techniques, including biofilm dry weight, crystal violet staining, Baclight Live/Dead assays, and CFU counts from plated biofilms. Weniger anzeigen

  • Research Assistant

    Jun 2009 - Jan 2011

  • Pre-Calculus Supplemental Instructor

    Jan 2009 - Jan 2009
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  Baylor College of Medicine

  Apr 2012 - Apr 2013

  Research Technician

  - Prepared up to 800 media plates daily with sets containing different antibiotics and carbon sources for the growth of various strains of E. coli.- Managed stockroom supplies for a laboratory housing over 15 researchers.- Maintained sterilized equipment including flasks, beakers, test tubes, pipets, tubing, and bottles.- Prepared and balanced the PH of various liquid media.- Occasionally performed growth assays on mutagenic E. coli.- Kept a sterilized workspace and enacted precautions to minimize media contamination- Prepared various liquid solutions such as buffers and antibiotics at requested concentrations. Weniger anzeigen

• 

  IBM

  Nov 2013 - Jan 2016

  ▪ Monitored system outages and errors throughout a global enterprise network spanning 29 data centers and 25 POPs utilizing various monitoring tools including Nagios, Arbor Peakflow, Cacti, MRTG, and Netbeez.▪ Escalated priority outages to network engineers, development staff, network managers, and systemadministrators, and contacted on-call personnel for issues occurring outside of our standard business hours.▪ Processed ticket escalations from employees within our support, data center, information systems,development, abuse, and sales departments to provide first-line networking support.▪ Collaborated with both our transit providers and our networking peers worldwide for resolving bothphysical and routing problems impacting our backbone network and even networks external to our own.▪ Used command line troubleshooting on Cisco and Arista switches as well as Cisco and Juniper routers toperform root cause analysis to determine necessary steps to resolve ongoing network incidents.▪ Created and maintained Unplanned Incidents in Progress (UIPs) tickets in our internal UIP tool to tracksystem outages and provide employees and customers additional insight into ongoing events.▪ Rated severity of outages using an internal scale based on overall customer and employee impact.▪ Provided assistance and training to other team members within the NOC as a senior level technician.▪ Audited unused networking resources including subnets and VLANs to optimize our resource utilization.▪ Assisted in DDoS mitigation via Cisco Guard, Arbor TMS, and Radware DefensePro.▪ Performed command line and GUI troubleshooting for Fortigate firewalls and Array load balancers Weniger anzeigen - Provided technical support in a 24/7, 365 call center setting for our dedicated and cloud services that spanned 13 datacenters and 17 network POPs globally.- Assessed and escalated high priority issues to our NOC, Datacenter, Development, and Information Systems departments as well as outside vendors to ensure our customers received a timely resolution to their issues.- Engaged IBM partners and client base of over 25,000 customers through our Cisco phone system and internal management ticket system, averaging over 50 customer interactions daily.- Communicated with my team to effectively handle interrelated issues to improve response time, maintaining an average ticket response time of 15 minutes.- Performed in depth software and hardare troubleshooting for servers running Windows, Linux, FreeBSD, VMware, Xenserver, and Hyper-V.- Supported and maintained our DNS, domain registration, and SSL certificate services.- Investigated various networking issues related to PPTP VPN, routing, IPSEC VPN, VLANs, DOS attacks, bandwidth usage, and network outages. Weniger anzeigen

  • Network Operations Center (NOC) Technician III

    Sept 2014 - Jan 2016

  • Customer Technical Support

    Nov 2013 - Sept 2014
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  IBM Bluemix Cloud Infrastructure

  Jan 2016 - Jan 2017

  Network Support Engineer

  ▪ Responsible for maintaining health of a global network consisting of over 49,000 switches, 1,500 routers,4,500 firewalls, 700 load balancers across 40 datacenters and 30 Points of Presence (POPS).▪ Performed firmware upgrades on dedicated firewalls and switches, tracking all changes through JIRA.▪ Configured replacement devices for failing equipment such as firewalls, switches, and load balancers.▪ Engaged with various hardware vendors including Cisco, Arista, and Juniper to RMA faulty equipment▪ Processed internal requests from other departments for port turn-ups, ACL updates, and VLAN changes.▪ Conducted in-depth investigations of advanced and chronic issues.▪ Assisted team members in learning and understanding network technologies and company protocols.▪ Worked with customers directly over the phone for high priority network related outages.▪ Served as a primary reference point for networking related inquiries from all internal departments in chat. Weniger anzeigen

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  IBM Cloud

  Jan 2017 - now

  Senior Cloud Design Engineer

  - Consult with customers via phones or teleconference to assist with design decisions and best practices for cloud migration and resiliency- Interact with a wide range of client personnel, including project managers, system administrations, network architects, developers, directors, VPs, and C-level executives - Evaluate customer’s business requirements to help maintain required RTO and RPO while staying within budget - Provide IaaS and PaaS technical expertise to various sales organizations within IBM Cloud as well as the IBM company - Assist customers and internal teams with connecting on-premises networks to our network backbone using technologies such as MPLS, VRF, BGP, IPSec, and NAT- Lead in-person meetings with key stakeholders on-site to discuss their journey to cloud and address any technical concerns they have- Present at vendor and partner conferences such as VMWare User Group (VMUG)- Escalate key issues that are blockers for customers or sellers that prevent or slow cloud consumption- Document and diagram Proof of Concept (PoC) environments for customers and sellers alike using Microsoft Visio- Handle internal case workload via Salesforce for new opportunities as well as general technical inquiries about our platform- Assist coworkers on deals where networking is a strong focus of the opportunity- Train sellers on technical aspects of our IaaS and PaaS offerings- Inform offering managers of product trends and challenges Weniger anzeigen