THIS IS A WORK IN PROGRESS. MOSTLY USED TO TEST AWS SERVICES

m: ###.###.###

DANIEL OIKLE

Professional Summary

• Highly experienced IT professional with career-long record of enterprise technical support, system administration, and customer service success for leading organizations.
• Proven talent for aligning business strategy and objectives with established infrastructure and system administration paradigms to achieve maximum operational impacts with minimum resource expenditures.
• Growth-focused professional with a 10-year track record of achieving high customer satisfaction ratings exceeding performance goals.
• Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as networking, infrastructure as code, and cloud computing expertise.

Skills

• Windows Server (AD, DNS, etc.)

• Networking (Cisco, HP)

• Scripting (Python, PowerShell)

• SQL Server (MS SQL)

• Cloud Computing (AWS, Azure)

• CI/CD Pipeline (Jenkins)

• Linux Administration

• Containerization (Docker)

• Infrastructure as Code (Terraform, Ansible)

• Source Control (Git, Azure DevOps)

• Virtualization (Hyper-V, VMWare)

Work History

QUEST SOFTWARE, HALIFAX, NS, REMOTE, MAY 2018 TO MAY 2022
ENTERPRISE TECHNICAL SUPPORT ENGINEER

• Execute duties of the first and final point of contact for customers seeking help with troubleshooting technical issues related to the supported software and environmental concerns.
• Cultivate comprehensive technical knowledge to identify root causes of problems and formulate targeted solutions.
• Chart successful course of exceeding daily performance goals for picked up and closed support tickets.
• Attain a 100% external customer satisfaction rating based on over 50 completed customer surveys.
• Serve as a primary subject matter expert to fellow engineers for issues with select products technologies, including Active Directory, GPOs, and SQL, to reduce the number of escalations reaching the product team and technical product specialists.
• Liaise with customers via phone, email, web chat, and web conferencing services to guide them through troubleshooting procedures to achieve quick case resolution with least customer contacts.
• Support the development and ongoing maintenance of internal knowledge libraries to assist daily departmental operations and inform the development of customer-facing content.
• Author and update customer-facing guides for addressing basic technical issues, including video knowledge base articles, to increase support case deflections.
• Evaluate and reproduce customer issues in an internal lab environment to determine whether the issue is a product defect, or environmental.
• Gather information about product defects or enhancement requests and escalate issues to product teams when required. Maintaining ongoing communications between internal teams and external customers regarding status updates.

CBS, KENTVILLE, NS, MARCH 2012 TO MARCH 2018
TECHNICIAN

• Executed duties of the single point of contact for all customer technical concerns, including Windows Servers, Active Directory, Routing and Switching, VMWare ESXi, PBX Systems, and CCTV systems.
• Demonstrated subject matter expertise in troubleshooting Cisco and HP networking issues frequently involving VPNs, routing, or switching.
• Traveled throughout Canada to complete on-site installation of the aforementioned systems.
• Responsible for facilitating hardware moves, changes, additions, or upgrades.
• Completed local repair and in-person troubleshooting for customer systems. Collaborated with customers and local subcontractors to orchestrate select installations and smaller repairs.
• Communicated with other technicians during installations to stage and deploy new systems.
• Drafted detailed documentation outlining all tasks performed and successful resolutions technical issues.

Education

IT DIPLOMA IN SYSTEMS MANAGEMENT, 2011
Nova Scotia Community College

Certifications

CCNA, 2014-2021 (EXPIRED)

AWS Certified Solutions Architect, 2022-2025