Reginaldo Montanhani

About Reginaldo Montanhani

I bring calm, structure, and clarity to complex, high-stakes environments where…

Experience

1. Customer Reliability Engineer

   GitHub

   Oct 2021 — Present · US

   Act as a single point of contact for specific enterprise customers to provide performance, and best practice advice and assessment related to GitHub and customer\'s infrastructure- Understand and maintain documentation around the customer infrastructure, workflows, and configuration of GitHub Enterprise Server or GitHub Enterprise Cloud environment- Coordinate and collaborate with other teams at GitHub when additional expertise is needed to resolve customer issues- Provide guidance and assistance with customer support tickets often involving Linux servers, source code, and web application issues- Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage- Perform incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed- Lead quarterly business reviews for the assigned accounts by presenting metrics, data, and health check summary and recommendations- Organize and lead weekly/bi-weekly touchpoints with assigned accounts to review ongoing Support issues and projects- Work proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly- Set-up and onboard new assigned customers into the program- Work with Sales to outline the GitHub Premium Support program and features to potential customers.

Education

• Senac

  Technician, Information Technology

  2003 — 2004

Skills

• Dhcp
• Networking
• Wsus
• Bloomberg Terminal
• Search Engine Optimization (SEO)
• Backup Exec
• Citrix
• Cascading Style Sheets (Css)
• Incident Management
• Microsoft Exchange
• Active Directory
• Windows Server
• Citrix Metaframe
• Html
• Vmware
• Technical Support
• Dns
• Operating Systems
• Customer Service
• Servers
• Itil
• Wordpress
• Cluster
• Vmware Esx