James Lee

Experience

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  University of Texas at Dallas

  Aug 2013 - Jun 2017

  Academic Computing Technical Support

  • Provided exceptional and prompt customer service to faculty and staff by addressing, answering, and resolving desktop, mobile, and peripheral inquiries, concerns, and complaints in an efficient manner• Communicated and coordinated effectively with faculty and staff to reach technical solutions• Analyzed, organized, and adapted appropriate methods of action to address new technical challenges• Identified, developed, and implemented new troubleshooting methods to expedite complaint resolution process• Performed typically in a Windows 7/8/10 and MS Office suite environment: routine computer lab maintenance, hardware disassembly and assembly, hardware diagnostics, hardware and software troubleshooting, networking, remote desktop, users and groups management, computer imaging, system restore, reformatting, Windows installation, peripherals support, encryption, virus protection, and device and software installation, uninstallation, reinstallation, and updates Show less

• 

  Rackspace Technology

  Nov 2017 - Jun 2023

  • Responsible for deployment, provisioning, administration, maintenance, and scaling operations across complex Azure Cloud Environments• Provided rapid response on P1 severity incidents to troubleshoot, resolve, and perform Root Cause Analysis on critical production impacting issues• Counseled customers on their deployment architecture and designs, ensuring resources are configured and optimized to best practices to achieve their business requirements and outcomes• Engaged and collaborated with Service Delivery and internal teams to address customer product feedback and pain points• Liaised closely with application stakeholders to facilitate seamless coordination of configuration changes and fixes, ensuring uninterrupted production operations• Served as a dedicated knowledge resource to both customers and internal teams, providing expertise on Azure functionality and capabilities• Enabled hybrid connectivity for customers through utilization of Azure Virtual Network Gateways in tandem with VNET peering and NSGs to bridge on-premises to cloud and cloud-to-cloud footprints Show less • Provided second line support and response on customer calls and tickets, resolving level 2 issues, and serve as a support escalation• Managed, operated, and troubleshot Windows technologies, including Active Directory, Microsoft SQL, IIS, and diagnosed performance issues affecting CPU, disk, and networking resources across physical, virtual (VMware, Hyper-V), and cloud (Azure) environments• Collaborated with Networking support teams to identify and resolve traffic issues related to NAT, Windows Firewall, physical firewalls and load balancers• Coached and onboarded new hires, serving as a resource to ensure their successful integration and training• Administered knowledge assessments and conducted feedback sessions with prospective candidates to evaluate their capabilities and provide constructive guidance Show less • Delivered first line support and response on customer calls and tickets, resolving level 1 issues and escalated higher level issues to appropriate second line support teams and tiers• Piloted Government Solutions team, serving as an escalation point and built processes, including detailed workflow procedure and appliance administration documentation, to onboard team to product support• Triaged customer and alert tickets effectively and efficiently in accordance to SLA and FedRAMP compliance Show less

  • Azure Cloud Engineer

    Aug 2021 - Jun 2023

  • Windows Systems Administrator

    Nov 2019 - Aug 2021

  • Support Technician, Commercial & Government Services

    Aug 2018 - Nov 2019

  • Customer Service Specialist

    Nov 2017 - Aug 2018
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  Hexagon Safety, Infrastructure & Geospatial

  Oct 2023 - now

  Site Reliability Engineer