Luke Donough

• Collaborated closely with cross-functional teams during major incident response efforts, ensuring timely resolution of critical issues affecting business operations.
• Optimized system performance for increased scalability and reliability through regular maintenance and updates.
• Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
• Implemented security best practices across all cloud infrastructure elements, safeguarding sensitive data from unauthorized access.
• Provided technical support to internal/external stakeholders, diagnosing and resolving complex issues related to Enterprise cloud environments.
• Developed custom scripts for automating routine tasks, increasing team productivity and reducing manual errors.
• Project Management for Global and region initiatives: related to SME and Content development(Documentation improvements)
• Mentored junior engineers on industry best practices, fostering a culture of knowledge sharing within team.
• Monitored and troubleshooted application performance to identify potential bottlenecks.
• Worked on critical complex Enterprise problems that spans multiple service such as EC2, EBS, VPC, Cloudwatch and IAM etc

Customer Support:
• Respond to customer support requests via various channels (email, chat, phone).
• Provide technical assistance for AWS services like EC2, EBS, SSM, Migration services, VPC, etc.
• Troubleshoot and resolve customer issues, ensuring timely resolution.
Technical Guidance

• Help customers understand and implement best practices for using AWS services.
• Guide customers in the configuration, deployment, and management of their AWS infrastructure.
• Offer recommendations for optimizing performance, security, and cost efficiency.
Problem Diagnosis:
• Analyze and diagnose technical problems related to network configurations, security, storage, and compute resources.
• Use AWS tools and services to investigate and resolve issues (CloudWatch, CloudTrail, AWS Config, etc.)
Documentation and Reporting:
• Document customer issues and resolutions in the ticketing system.
• Create and maintain knowledge base articles, technical documentation, and FAQs for common issues.
• Generate reports on support metrics and customer feedback.
Mentoring and Development:
• Attend training sessions and workshops to enhance technical knowledge.
• Create documentation internally and externally on common customer issues.
• Mentor junior engineers and share knowledge.
Incident Management:
• Assist in the identification and resolution of critical incidents.
• Coordinate with other AWS teams and escalate issues when necessary.
• Participate in on-call rotations to provide 24/7 support coverage.
Proactive Support:
• Monitor and troubleshoot customer environments to identify potential issues before they become critical.
• Provide proactive recommendations for system improvements and preventative measures.
Collaboration:
• Work closely with AWS service teams to address and resolve customer issues.
• Collaborate with solutions architects, account managers, and other stakeholders to deliver a seamless support experience.
Security and Compliance:
• Advise customers on security best practices and compliance requirements.
• Help customers implement security measures such as IAM policies, encryption, security groups, and VPC configurations.

• Linux/Unix Systems Administration:
• • Troubleshoot and configure various Linux/Unix systems including Ubuntu, RedHat, and Amazon AMI for customers.
• • Assist customers with performing routine and updates to ensure optimal performance and security.
• Troubleshoot system issues, optimize configurations, and ensure uptime and reliability.
• Networking:
• Work with networking concepts including TCP/IP and DNS to maintain and troubleshoot network configurations.
• Assist in configuring and troubleshooting network services and devices to ensure secure and efficient data transmission.
• Virtualization:
• Gain exposure to various virtualization technologies such as VMware, Xen, and Hypervisor.
• Assist in Deploying and troubleshooting virtual machines and environments to support various applications and services.
• Cloud Computing:
• Troubleshoot and resolve issues within cloud environments, ensuring high availability and reliability.
• Utilize AWS cloud services to deploy, manage, and monitor cloud-based applications and infrastructure.
• Security Concepts and Best Practices:
• Implement security best practices to safeguard systems and data within cloud environments.
• Conduct regular security assessments and audits to identify and mitigate vulnerabilities when working with customer seeking security advice on their EC2 environments.
• AWS Networking
• Troubleshoot and configure customers networking environments to ensure secure communication between networks.
• Linux Troubleshooting Tools:
• Utilize tools such as Iperf, MTR, and SSH for troubleshooting and monitoring Linux systems.
• Diagnose and resolve network issues using routing protocols and network monitoring solutions.
• Application Stack Management:
• Assisting customers with full application stacks from the operating system level up through custom applications.
• Ensure smooth operation of applications by optimizing performance, managing resources, and troubleshooting issues.

• Assist all paid and non-paid support users with Chime related inquiries
• Responsible to handle all paid and non-paid support users with Quicksight related inquiries
• Assist all non-paid support users with basic tech inquiries
• Perform deep dive analysis on Chime and Quicksight customer contacts to gather lessons learned
• Use gathered information to create or improve policies, procedures, and best practice reference materials
• Work with customers to understand how their use AWS services
• Provide valuable feedback to business and development teams
• Actively seek solutions to customer needs
• Communicate trends to leadership
• Suggest innovative solutions on behalf of the customer experience

• Installing, Configuring, Maintaining, and Troubleshooting of user workstations on company LAN
• Format and Reload of user machines, ensuring all user data is backed up and secured before format
• Ensuring correct software is loaded onto the user’s machine before delivery
• Front Line Desktop Support via Telephone or Service desk initiated requests
• Troubleshoot problems over the phone or via remote desktop technologies
• Company Server Infrastructure monitoring and proper escalation of alerts
• Exchange and Active Directory administration, including new user creation, password and lockout resets
• User Rights Management via group membership changes in Active Directory
• Follow-up on all unresolved calls, with feedback being provided back to the client
• Release spam emails on Mimecast
• Assist users with Word/Excel/PowerPoint issues
• Assist users with Symantec PGP drive encryption
• Installing soft token on Blackberry and iPhones
• Assist users with Avaya and Mitel IP-phones
• Assist users with VPN access
• Assist users with Citrix access
• Amend mailbox access via Symprex and Exchange
• Support UK/Bangalore/Accenture/Paris/Doha clients
• Reset user’s password via Active Directory
• Amend and add users to distribution lists in Active Directory
• Assist users with Terminal server applications

• Increase and Decrease mailbox sizes
• Unlocking user accounts & resetting passwords
• Create groups adding users to it
•Giving users proxy access to mailbox and calendar
• Handle queries telephonically
• Assist customers in a friendly and efficient manner
• Mailbox security checks
• Attend meetings and take minutes
• BMC Database daily handling calls and assisting users
• Booking board rooms and scheduling meetings
• Archiving Microsoft Office Outlook 2010
• Copy and fax documents
• Desktop support
• Adding users to printers
• Setting up workstations
• Logging calls (BMC)
• Asset Management

• Till duties,
• Inventory,
• Contact suppliers for stock,
• Kitchen duties