Mohamed M.

Devops Engineer

170 dollar
Freelancer
5 ans
Tunis, TUNISIE

Mon expérience

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North AmericanAugust 2016 - Présent

Position/Company: DevOps Engineer : Start: August 2016 - Until Today (5 Years) and working from home since March 2020
Responsibilities:

* Overseeing the day-to-day operations and lead a team of Web Solutions Specialists
* Live Supervision and Daily management of the workflow of the different communication channels
* Executing the Supervisor and Triage role and divide the workload between active agents to ensure optimal handling
* Follow-up within IT Help-desk channel - assist agents with technical issues
* Providing 2nd Level Technical Support as an Escalation Point
* Managing processes= Incident management process,.. NOC monitoring for incidents
* Assisting all team members in their daily support tasks, Level 1/2/3 technical issues
* Identifying complex customer issues and provide potential workarounds
* Assisting with managing product outages (Dedicated and shared Servers)
* Troubleshooting applications running on Linux and escalating issues when needed to DevOps, SyAdmin and Dev Teams
* Taking ownership of complex issues and client complaints, ensuring proper follow-up
* Ensuring achievement of service level agreements (SLA's)
* Monitoring team performance by running monthly performance reports for each team member.
The report includes Productivity, Quality and other relevant indicators, props & improvement vectors and root-cause analysis
* Contributing to improving knowledge base articles & internal Wiki documentation as needed.
* Leading junior support technicians and participate in their ongoing training
* Tasks dispatching and time management
* Ensuring professional planning and follow-up of agents
* Processing documents (SOP) and guidelines writing
* Quality Assurance monthly reviews:
* Reviewing and rating the communications and interventions of support agents
* Communicating review results to the agents
* Recommending improvement vectors and coaching opportunities
* Highlighting exceptional work and report issues encountered during reviews

Work Infra tools :WHMCS (CRM), OpenVZ, SolusVM (Cloud),, cPanel, WHM, Plesk, RDP, Apache,

LiteSpeed, DNS, DC ( OVH, Gtcomm,..), Rundeck ( CI/CD), SSH, Data Migration, jetbackups,

Imunify360, Icinga monitoring, Cloud Linux, Centos, Ubuntu, Managed Wordpress, MYSQL,CMS, SSL

(Wild card, EV SSL), Spam Experts, JIRA,..

Mes compétences

Environment of Development

Vagrant

Open Source solutions

Kubernetes

Languages

JavaScript, HTML

IT Infrastructure

Git, Linux, Ubuntu, Docker, Ansible, CentOS

Analysis methods and tools

DevOps, JIRA

Technologies

ElasticSearch, cPanel

Application servers

Plesk, WHM, Apache Web Server

Others

Quality Assurance, Data Migration, Troubleshooting, Time Management, Analysis, Technical Support

Other

Leading junior support technicians, Executing the Supervisor, Managed Wordpress, Content Management System, Daily management, Remote Desktop Protocol, Icinga monitoring, Secure Socket Layer, Ensuring professional planning, Microsoft Outlook, Bachelors Degree > Bachelors Degree Information Technology, NOC, IT trainer, LPI Certification > Linux Professional Institute Certified Level 1, DevOps engineer, SLA, LPI Certification, Web Hosting, IT Teacher, Baccalaureate Degree > Baccalaureate Degree maths, LAN/WAN > LAN, Secure Shell, LAN/WAN > WAN, Microsoft Office, Domain Name Server Protocol, optimal handling, Live Supervision, 2nd level technical support, DevOps Engineering, cause analysis, Teacher Diploma > Teacher Diploma computer science, Container Management, cPanel--WHM Administrator, cPanel--System Administrator, UML/OMT, Personal Home Page, English, industry~it, Log Management, TS Engineer, Microsoft Windows, daily support, French, Active Server Pages

Middleware

Jenkins

Computer Tools

Microsoft PowerPoint, Microsoft Excel, Microsoft Word

Business Intelligence

Business Intelligence

Databases

PostGreSQL, Sybase, Oracle, MySQL