Geoff Hellings

Senior infrastructure engineering role managing cloud infrastructure across Azure, AWS, and Akamai CDN/WAF for high-availability SaaS applications serving airlines, defense forces, and rail organizations. Focus on site reliability engineering (SRE), application performance management (APM), and real-time monitoring with Datadog.

• Manage and optimize Azure environments for high-availability SaaS applications, ensuring scalability and performance
• Configure and maintain Akamai WAF to protect against vulnerabilities with robust security protocols
• Lead ISO 27001 compliance efforts including internal audits, process improvements, and regulatory adherence
• Participated in technical integration following December 2023 merger, harmonizing IT systems and cloud services
• Drive team education initiatives, mentoring junior members on emerging technologies and security practices
• Author comprehensive technical documentation ensuring clarity and accessibility for all team members

Served as the customer's trusted Tableau advisor to Strategic Premium Support customers, acting as primary technical point of contact coordinating with Product Management, Sales, Technical Support, and Engineering.

• Developed in-depth understanding of customers' Tableau environments, business stakeholders, and analytical needs
• Provided escalation management on critical cases with Support, Sustaining Engineering, and Development
• Conducted quarterly reporting and deployment reviews to spot trends and proactively identify potential issues
• Built strong cross-functional relationships with Sales, Engineering, and Product Management

Member of the new technical onboarding team in Customer Success, building processes from the ground up to establish and deliver value to customers faster. Worked cross-functionally to align onboarding initiatives across Professional Services, Product Management, and the training department.

• Created, implemented, and refined new onboarding processes, tools, and documentation for newly formed team
• Worked directly with project managers in Professional Services to align onboarding of new and current customers
• Collaborated with TAMs, Product Managers, training department, and Gainsight teams to achieve quick first value

Technical advisor engaging with customers to identify technical needs, roadblocks, and IT/business requirements for both public and private clouds. Worked with support operations, account teams, and product teams to find solutions best suited for customer requirements, while also training non-technical sales roles on products and solutions.

• Migrated 20+ customers from closing location to public cloud with high level of success
• Reconstructed Colo deal to managed IaaS solution, increasing monthly revenue by 5x
• Developed new solutions using Veeam for P2V offsite backup and recovery
• Trained Account Executives and non-technical sales roles on products and customer solutions

Managed customer base of over $1,000,000/month in account revenue, providing partnership and acting as an extension of their business. Worked with the most complex configurations in a 79,000+ server environment.

• Transformed all accounts from passive and detractor NPS scores to Promoters with long-term renewals
• Grew account base over 20% year after year in MRC across multiple years
• Mentored junior engineers and helped Admins develop skills to become engineers
• Helped customers tie together dedicated footprint to cloud footprints in AWS and Azure
• Managed Windows Server environments with AD, IIS, SQL Server, MSCS with SAN/NAS/DAS configurations

Deployed, supported, and maintained servers and infrastructure for customers ranging from medium-sized businesses to global enterprise operations hosted at Rackspace data centers worldwide. Provided support to critical systems configured for optimal uptime using high availability and disaster recovery technologies on both software and hardware levels. Worked independently or collaboratively to resolve alerts and customer tickets while communicating technical issues to both technical and non-technical audiences.

• Worked daily with Windows Server 2003/2008/2012, AD, DNS, DHCP, IIS, WSFC, RDS, SQL, and DFS
• Nominated for companywide Fanatical Jacket Award
• Chosen to train and mentor new team members on technical and procedural needs
• Assigned projects requiring ownership to completion and collaboration across many teams

Led customer onboarding and equipment deployment coordination, working with the team to develop the new master ticket process that became standard policy for all deployments company-wide. Gathered client requirements, ensured deployments met their needs, and resolved questions and issues throughout the deployment lifecycle.

• Developed new master ticket process adopted as standard policy company-wide
• Coordinated with all departments to meet timelines and ensure information flow
• Able to work many implementation roles and cover for team members as needed

Led datacenter operations team through a critical period, successfully migrating all servers from SAT datacenters to DFW for the SAT Datacenter closures. Managed technicians, ensured adequate shift coverage, conducted performance reviews, and motivated peers to increase their technical and business skills. Promoted to oversee both SAT1 and SAT2 facilities simultaneously.

• Earned Rack'em award for datacenter migration project
• Promoted to shift lead of both SAT1 and SAT2 simultaneously
• Assisted in interviewing and selecting contractors, some becoming full-time Rackers
• Trained and taught new datacenter and Rackspace policies and procedures

Built, quality-controlled, and racked new and existing customer managed hosting solutions in a fast-paced datacenter environment. Handled server and network device upgrades and maintenances while collaborating with fellow Rackers to resolve issues and bring customers online quickly and professionally.

• Developed new policies that were implemented company-wide
• Handled server and network device upgrades and maintenances
• Collaborated across teams to online customer solutions in a quick, professional manner