About
Technical support professional with a proven track record of growing from frontline customer support into advanced cloud engineering and incident leadership. Experienced supporting Linux infrastructure, cloud compute platforms, and high-severity production incidents while partnering closely with Engineering, Product, and Operations teams. Known for strong technical problem solving, building collaborative relationships across organizations and improving operational processes in fast-paced cloud environments.
Experience
Cloud Support Engineer | Akamai
January 2025 – Present
- Provide advanced technical support as a member of the newly formed Compute Product Support Group, supporting customers and internal engineering teams utilizing Akamai Compute services.
- Troubleshoot complex cloud infrastructure, Linux, networking, and compute platform issues that extend beyond standard customer support workflows.
- Serve as a technical escalation point for internal support teams, helping resolve high-impact customer issues.
- Collaborate with Product, Engineering, and Operations teams to improve supportability, identify recurring issues, and influence product improvements.
- Contribute to knowledge sharing, documentation, and operational best practices for a rapidly evolving cloud platform.
Compute Business Incident Lead (Temporary Assignment) | Akamai
January 2024 – July 2024
- Partnered with the Incident Response & Prevention team to integrate Compute platform services into enterprise incident management workflows.
- Coordinated communication between Customer Support, Engineering, and Incident Response during high-impact service events.
- Helped define operational processes and procedures for incident handling within the Compute organization.
- Contributed to improving incident response readiness during a period of organizational transformation post acquisition.
Customer Support Specialist | Linode / Akamai
August 2018 – December 2024
- Provided front-line technical support for Linux cloud infrastructure customers across ticketing, phone, and community channels.
- Consistently resolved high ticket volumes while maintaining strong customer satisfaction across Linux administration, networking, and platform support.
- Served as Subject Matter Expert for Backups service and Community Support.
- Developed deep expertise in Linux systems, networking, and cloud infrastructure, leading to promotion into incident management and advanced compute support roles.
Communications Specialist; Office & Community Manager | PromptWorks
May 2017 – July 2018
- Developed and executed data-driven marketing and community engagement strategies using Google Analytics and social media metrics.
- Partnered across departments on a company website redesign, gathering user feedback and analytics to inform user experience and content decisions.
- Championed a company-wide Diversity Initiative by presenting proposals to leadership and coordinating educational programming and guest speakers.
- Managed internal communications, office operations, and community engagement initiatives in a fast-paced consulting environment.
Skills
Cloud & Infrastructure: Linux, Cloud Computing, Networking, DNS, SSH, Incident Management, Technical Troubleshooting
Support & Operations: Customer Support, Root Cause Analysis, Escalation Management, Documentation, Cross-functional Collaboration, Knowledge Management
Technical: Command Line Scripting, SQL, HTML, CSS, Git
Education
Moore College of Art and Design
Certification, Web Design
Temple University
Bachelor of Science, Art Education