Francis Rodriguez
Cloud Support Engineer @IONOS
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WORK HISTORY
Cloud Support Engineer @IONOS
Berlin, DE
Delivered L1/L2 technical support for enterprise customers across a comprehensive cloud product stack including IaaS, PaaS, DBaaS, Object Storage, Block Storage, NFS, CloudDNS, Managed Kubernetes, AI services, VPN Gateway, Logging as a Service, Monitoring as a Service, and Cloud API.• Diagnosed and resolved cloud provisioning issues including frontend anomalies, API errors, and infrastructure deployment delays.• Performed root cause analysis using Grafana and other monitoring tools to detect infrastructure limitations and misconfigurations.• Troubleshot VPN Gateway (IPSec/WireGuard), Managed Kubernetes clusters, DBaaS platforms, and Object Storage services.• Supported AI-related cloud services covering authentication, API integrations, and service quota management.• Utilized Jira, Confluence, and GitHub for ticketing, documentation, and workflow management.• Collaborated with engineering teams to escalate complex issues and improve product documentation.• Provided mentorship and training to remote L1/L2 teams, enhancing knowledge sharing and support quality.
EDUCATION
UCAB - Universidad Católica Andrés Bello
Ingeniería de Telecomunicaciones, Ingeniería de telecomunicaciones
Pontificia Universidad Católica de Chile
Diploma in Big Data and Data Science, Procesamiento de datos y tecnología de procesamiento de datos
SKILLS
ABOUT FRANCIS RODRIGUEZ
Telecommunications Engineer with 7 years of professional experience, in positions where…
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