Kevin Latzke

IT specialist with over 10 years of industry experience in a broad range of operating systems, monitoring systems, applications, and other supporting technologies.

Skills

  • ITSM Systems – Clientele, Remedy, HP Service Desk, Service Manager, Service Now, PagerDuty
  • Proficient with MediaWiki and Wiki markup
  • Excellent written and verbal communication skills with a focus on teaching and customer support
  • Thorough documentation practices

Professional Experience

Zendesk

Madison, WI

Linux System Engineer

March 2019 – Present

  • Directly support the availability of the Zendesk platform for over 100,000 customers
  • Develop and maintain internal tooling for monitoring
  • Troubleshooting for Linux, database, AWS, Kubernetes, and network alerts on production systems
  • Provide proactive monitoring on thousands of systems

CDW

Fitchburg, WI

Engineer II - Enrollments

August 2017 – March 2019

  • Onboarded and decommissioned existing AWS, Azure, Linux, and Windows environments
  • Built and QA'd new Linux virtual machines to suit customers’ needs
  • Worked closely with project managers and customers to ensure projects were completed in a timely manner
  • Wrote thorough documentation of every project, as well as all procedures for future engineers
  • Responsible for training all engineers on procedures for enrolling Linux devices

Operations Analyst II

July 2015 – August 2017

  • Advanced troubleshooting of AS/400, database (SQL, MySQL, Oracle), Linux/UNIX, network, security (MARS, SIEM, Firepower), storage, virtualization, and Windows issues
  • Performed time sensitive routine maintenance
  • Provided support directly to customers and coworkers
  • Trained new employees to be familiar with Linux and our internal applications

ECC Shift Lead

June 2014 – July 2015

  • Lead a team of Level 1, 2, and 3 engineers
  • Managed daily operations of the Enterprise Command Center
  • Represented the ECC for internal meetings and projects
  • Created the standard training program for new hires
  • Wrote and maintained documentation for my team
  • Gathered performance metrics for our applications and employees
  • Lead interviews and made hiring and firing decisions
  • Situation Management for high severity issues

NOC Engineer 1 Queue Lead

November 2011 – June 2014

  • Monitored thousands of devices for international companies
  • Quickly processed and filtered a large number of tickets to meet SLAs
  • Troubleshot Windows, UNIX, Network, and Cisco UC devices
  • Supervised and trained engineers on my shift
  • Delegated work among engineers

Operations Technician

April 2010 – November 2011

  • Racked and cabled data center equipment
  • Provided remote hands support for high-severity issues
  • Securely handled customer backup media
  • Thoroughly documented procedure in the MediaWiki platform
  • Performed routine data center and facility maintenance

The National Mustard Museum

Middleton, WI

“Computer Savvy Wizmo”

September 2008 – April 2010

  • Troubleshot and repaired desktop systems
  • Windows Server 2008 management
  • Web design/management
  • Created social media presence

MHTC.net

Mount Horeb, WI

Technical Support Representative

January 2006 – November 2007

  • Troubleshot end user DSL, Dial-up, cable TV, and telephony
  • Worked directly with customers over the phone and via email
  • Provided support for malware removal

Certifications