Mason Crum

About Mason Crum

US Citizen - No Visa NeededI’m a Senior IT Support Engineer (Level 3) with a background in software development and a strong focus on systems reliability, infrastructure, and problem-solving at scale. I specialize in diagnosing and resolving complex technical issues across servers, networks, and cloud environments—often serving as the final escalation point for critical incidents.My experience bridges the gap between support and engineering. I don’t just fix issues—I analyze root causes, implement long-term solutions, and continuously improve systems to prevent future disruptions. Whether I’m monitoring infrastructure, optimizing performance, or collaborating with DevOps and development teams, my goal is always the same: build stable, efficient, and resilient systems. I bring an engineering mindset into IT support, with hands-on experience in system architecture, automation, and debugging production environments. I’m comfortable working across Windows and Linux systems, cloud platforms, networking, and modern deployment pipelines. I also prioritize clear documentation, streamlined processes, and knowledge sharing to elevate team performance.Core strengths:• Advanced troubleshooting & incident response (L3 escalation) • Systems monitoring, uptime, and performance optimization • Root cause analysis & long-term problem resolution • Cloud infrastructure (AWS/Azure) and networking fundamentals • Automation & scripting• Cross-functional collaboration (DevOps, engineering, security) • Process improvement, documentation, and mentoring • AI professional with prompt and application in code and project application.I’m always open to connecting with professionals in IT, cloud infrastructure, and emerging technologies—especially where innovation and real-world impact intersect.

Experience

1. Senior Specialist, IT Systems & Infrastructure Engineer L3

   Accenture

   Dec 2024 — Present · Columbus, OH, US

   Serve as a senior escalation point for complex technical issues, providing advanced troubleshooting and resolution across enterprise systems, infrastructure, and applications. Operate at the intersection of support, engineering, and operations to ensure system reliability, performance, and user satisfaction.Key Responsibilities: • Act as the highest level of technical escalation (L3) for critical incidents, outages, and complex service requests • Diagnose and resolve issues across servers, networks, cloud platforms, and enterprise applications • Monitor system performance, uptime, and health; proactively identify and mitigate risks • Lead root cause analysis (RCA) and implement long-term solutions to prevent recurring issues • Collaborate with DevOps, engineering, and security teams to improve system stability and deployment processes • Develop and maintain technical documentation, runbooks, and knowledge base articles • Support and optimize CI/CD pipelines, automation workflows, and system integrations • Mentor L1/L2 support staff and provide technical guidance and training • Ensure adherence to SLAs, incident management processes, and ITIL best practices

Education

• Marion Technical College

  Associate's degree, Business Technologies

• Tech Elevator

  Software Development, Computer Software Engineering

  2020 — 2020