I'm John Turner
I'm a CRE.
I'm a Technologist.
I'm a Support Leader.
Welcome
based in Atlanta, Georgia.
Hire MeAbout Me
Know Me More
I'm John Turner, a CRE.
I have over 15 years of experience in IT. I'm a constant learner and tenacious problem solver, and I love enabling my team to grow with me. I have worn many hats over my career and bring that unique perspective to any role.
I'm always looking for a new challenge and being able to learn and grow outside of my role. I like making processes more accessible and documenting anything that can help enable others to accelerate in the roles that come after me.
- Name:John Turner
- Email:john@johnwesturner.com
- Age:35
- From:Atlanta, Georgia
15+
Years Experiance
250+
Employees Trained
120+
Projects Done
12
Conferences Attended
Summary
Resume
Oct. 2022 - Present
Senior Customer Reliability Engineer
Aptible
- Support and educate customers using the Aptible platform
- Work with Software Engineering on writing and delivering bug fixes for the platform
- Build new tooling and scripts to assist with increasing operational efficiency for the CRE Team
- Act as SME for various topics such as Terraform, Vault, Kubernetes, etc
- Help build and guide new processes and establish SOP for the CRE Team
- Build and maintain images for our platform to use
- Participate in On-Call schedule for SRE team to help troubleshoot any Platform issues
- Work on various projects including, but not limited to Slack to Zendesk integration, CPU Limit Metrics running Docker containers, etc
- Mentor and assist other members of the CRE Team
Jan. 2022 - Oct. 2022
Manager, Customer Engineering East / Central
StrongDM
- Handle long term internal support initiatives and advocate for Support in cross team initiatives
- Manage my team's needs from day to day
- Revamp team training program to allow Customer Engineering to be more scalable for rapid growth
- Train team members to be able to lead instructor led sessions for incoming Customer Engineers
- Help develop and train our new Technical Account Managers for Enterprise clients
- Design and build customer portal for clients to be able to access their support cases
- Assist in building out internal test orgs that can be deployed within an instant using Terraform
Jul. 2021 - Jan. 2022
Team Lead Customer Engineering East / Central
StrongDM
- Act as Support Operations Manager while on duty
- Handle high priority customer escalations
- Act as advisor for all team members
- Build support metrics and develop self-service model for company support data
- Work with clients for onboarding strategy and design
- Assist in building and maintaining internal testing environments
- Build better inter-departmental process and procedures with Engineering, Success, Product, and Education
Sep. 2020 - Jul. 2021
Customer Engineer
StrongDM
- Support and educate customers on strongDM software
- Diagnose varying customer environments that include Docker, Kubernetes, Terraform, Ansible, Chef, and other DevOps tools
- Building test environments to test and replicate customer's issue
- QA new integrations for Engineering and Product
- Validate and test use cases for Technical Account Managers
- Maintain SLAs and CSAT metrics for all incoming tickets
Aug. 2019 - Sep. 2020
Senior Customer Solutions Engineer
Duo Security
- Introduce customers to the concept of Zero Trust methodologies and ideas
- Help Enterprise clients ramp up and roll out Duo Security Products
- Act as trusted technical advisor for clients on IT and Security Technologies
- Maintain and improve customer adoption and success metrics
- Troubleshoot and assist clients with critical issues and errors
- Help generate value and expansion of current Duo Care clients
- Onboard and document new Duo Care clients
- Push client projects across technical hurdles to ensure smooth roll outs and higher adoption rate
- Assist in training new team members
Aug. 2018 - May. 2019
Technical Operations Manager
Navan
- Build documentation and map of full customer journey in support
- Consolidate and move technology and tools management into a centralized point for support
- Help develop and improve remote work strategies and decentralized IT management
- Migrate telephony system to VoIP Global Scale Cloud Solution
- Change process and routing to follow the sun model with global support structure rollout
- Introduced Machine Learning to tag support topics and grab sentiment analysis for faster response and immediate escalations based on topic and sentiment
- Became product manager for all support tools and integrations into our backend
- Manage all large-scale internal systems projects including communication and project management
- Helped build Data Analytics for support tools with our Data Science department and acted as SME
- Helped build integrations for our WFM vendor and our support systems
- Act as vendor management for support systems including contract negotiations
- Developed a plan to drive down cost of Support as a percentage of total revenue
Jun. 2017 - Aug. 2018
Business Solutions Manager
MailChimp
- Architect, maintain and develop the process for all software used by the support department
- Research, recommend, and implement any new technologies for Support Department
- Document and maintain all internal support systems processes and procedures
- Manage all large-scale internal systems projects including setting goals, communication to stakeholders, estimating risk, and acting as project manager
- Collaborate with Data Analysis to improve reporting and tracking of all key metrics and establish new KPIs
- Act as vendor management for all support systems including contract negotiation
- Helped managed and design automated company wide GDPR process
- Work as the technical liaison between product development and support
- Worked with WFM vendor to set up connection between our systems and vendor software
- Revamped workflows based on skill and hours of availability to decrease average handle time and time to resolution
Nov. 2016 - Jun. 2017
Systems Administrator
5Q Partners
- Developed process and procedure for all security and malware threats
- Develop incident response process for security incidents
- Developed imaging process for all clients saving 30 hours a week
- Started internal documentation process and procedure increasing efficiency and ticket closure rate
- Developed training program for incoming employees
- Work incidents, problems, projects, and other service requests
- Act as vendor management for various clients
Jun. 2015 - Nov. 2016
Service Desk Manager
Orion Technology Services
- Managed a team of 15 employees working on 24/7 model with some remote agents
- Developed training and development for all service desk employees
- Developed internal documentation procedure and policies
- Developed customer onboarding/offboarding process and procedures and sales accountability program
- Managed large scale documentation initiative that would help decrease AHT for agents by 10%
- Implemented ITIL framework
- Subject Matter Expert for various clients policies and procedures
- Project Manager for multiple client projects
- Internal Systems Designated Owner
- Implemented MDT Imaging saving 60+ hours a week on labor
Jun. 2014 - Jun. 2015
Director of Infrastructure
Forge (x)
- Handled four large-scale business role outs including construction, licensing, and I.T.
- Had 8 Managers as direct reports with 55 total staff
- Built long range antennas for wireless connections between sites
- Developed, maintained, and managed all inventory of assets
- For multiple clients handled Vendor Management, Service Delivery Manager, Account Manager, and Incident Manager
- Acted as purchasing approval and authority
- Developed department training manual and help craft framework for company handbook
Nov. 2013 - Jun. 2014
Co-Owner
Open Logistics Associates Technologies llc.
- Sold company and was acqui-hired into a Director title by new company
- Managed sales, operations, service delivery, client relations, and marketing
- Managed 10 direct reports
- Developed all internal processes and procedures
- Handled all Accounts Payable and Receivable
- Responsible for all client onboarding and knowledge transfer into internal document management system
- Scheduled all employees and vendors for client projects
- Designed and implemented all client infrastructure including Network, Server, Website, and Virtual Desktop Environments
Jan. 2013 - Jul. 2013
Tier Two Technician
Hargray Telecommunications
- Helped users diagnose and repair all incidents
- Dispatched any incidents that could not be resolved to field services
- Identified any critical system failures to management and NOC teams
- In downtime helped roll out new infrastructure changes for the customer
- Became SME for IPTV Solution and Troubleshooting
- Acted as escalation point for Tier 1 Technicians
- Helped update and maintain all documentation for team
My Skills
Active Directory
Exchange/O365
Networking
Linux
AWS
GCP
Azure
Terraform
Kubernetes
Docker
Ansible
Chef
Golang
Ruby
Contact
Get in Touch