Jimmy Liang

• Manage the customer’s problems through effective diagnosis, resolution, or implementation of Linux and Kubernetes to
  increase productivity for customer issues on Google Cloud Platform products.
• Develop an in-depth understanding of Google's product technology and underlying architectures by troubleshooting,
  reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
  • Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations
  to resolve technical deployment obstacles and improve Google Cloud.
  • Work as part of a team of engineers/consultants that globally ensures 24-hour customer support.
  • Utilized ServiceNow to handle and solve customer problems by operating and troubleshooting through the and/or cloud
  platform.

Entered targeting data and analyzed fire mission parameters to deliver precise solutions under deadlines.

• Diagnosed system issues across digital communication and targeting systems to enhance performance.
• Ensured maximum system uptime and operational readiness, demonstrating Tier II/III IT support skills.

Led training sessions for junior soldiers in digital systems operation and security compliance.

• Developed adaptable standard operating procedures (SOPs) and hands-on training programs.
• Maintained strict data integrity under pressure to prevent mission failure or errors.

Facilitated clear communication between forward observers and artillery units for accurate data validation.

• Used ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution of IT incidents. Analyzing,
  troubleshooting, designing, and implementing fixes without escalation got Tier 3 support.
  • Support all facets of video, desktop, and telephony installations which includes the physical placement of desktop IT
  equipment such as printers, rack mounted network equipment, switches, and workstations.
  • Troubleshooting hardware and software issues
  • Flexibility to support customer mission.

Installed and configured Cisco hardware and software, enhancing network reliability in high-demand environments.

• Diagnosed and resolved network faults, reducing downtime and increasing system availability.
• Managed complex systems infrastructure with proactive monitoring and patch management for high availability.
• Interpreted radar data to detect and mitigate threats in real time, enabling rapid decision-making.
• Enforced strict network security protocols and configured firewalls to maintain military-grade cybersecurity compliance.
• Performed technical troubleshooting and deployed critical updates for optimal system performance.
• Created technical SOPs and conducted training sessions to enhance operational continuity among team members.
• Secured complex networks through effective threat response and integration of diverse software and hardware.