Dustin Michael Clark

Certifications & Technologies

AWS CCP; Terraform Associate; CompTIA Security+, Network+, A+; LPI Linux Essentials; ITIL

Technologies: AWS (EC2, S3, IAM, VPC, CW), Terraform, Python, Git (GitHub, GitLab), Linux, Bash

Work Experience

HCL Technologies Limited

• Accelerated mean time to resolve by 15% by revising standard operating procedures; ensured adherence to service level agreements, leading to increased client satisfaction and reduced downtime.
• Upheld service standards of a team of up to 16 local and remote L2 technicians, empowering technicians to provide world-class support for the global IT infrastructure.
• Demonstrated technical expertise by handling complex incidents and performing advanced troubleshooting, minimizing impact on critical IT systems and infrastructure.
• Applied ITIL framework best practices to facilitate seamless collaboration, effective incident management, and smooth coordination among cross-functional teams, providing support, guidance, and minimizing disruptions through hands-on intervention when necessary.

• Completed day-to-day onsite IT operations support during a period of significant expansion, with employee headcount growing from 150 to 1500 and the addition of a second building downtown.
• Developed and refined 64 knowledge base solutions, serving as a resource for departments including the IT Service Desk and L3 teams, resulting in streamlined troubleshooting processes, reduced resolution times, and enhanced overall efficiency.
• Collaborated with network teams to deploy IOS upgrades, supporting Cisco Catalyst 9000 series switches and other enterprise-level networking hardware.

• Responded to over 2,000 annual incidents via ServiceNow, troubleshooting hardware, software applications, and networking issues for Windows, Mac and Linux environments.
• Coordinated support for a diverse international customer base of 32,000 employees and contractors, ensuring seamless service delivery and customer satisfaction.

• Leveraged positive feedback, SMART goals, accountability, and documentation to coach teams, resulting in a collaborative and growth-oriented business environment that fostered career development and led to an 18% increase in team productivity.

Education

Projects

www.dustinshapesclouds.com

GitHub Repository

Description:

Developed a responsive, serverless, cloud-hosted personal resume website leveraging AWS services and Terraform infrastructure as code practices.

Key Achievements & Technologies Used:

Website Development:

• Designed and developed a responsive website using HTML and CSS to ensure compatibility across desktop and mobile platforms.
• Optimized site performance and layout adjustments, troubleshooting display issues particularly for mobile viewing.

Cloud Infrastructure:

• Provisioned and managed cloud resources using Terraform to maintain a version-controlled infrastructure.
• Utilized Amazon S3 for static website hosting, ensuring secure and scalable storage of website assets.
• Implemented Amazon CloudFront as a CDN to accelerate content delivery and added SSL/TLS for enhanced security.
• Configured custom domain integration for a personalized website URL, leveraging Route 53 for DNS management.

Visitor Counter Integration:

• Integrated a Python-based AWS Lambda function that updates a DynamoDB database with the number of views each time the page is loaded, providing real-time visitor statistics.
• Utilized an AWS Lambda function URL in the website javascript code to call the function and update the visitor count.

Continuous Deployment:

• Automated the deployment pipeline to streamline updates and maintain site consistency.
• Utilized filemd5 function in Terraform to detect changes in static assets, ensuring updated content gets uploaded to S3 when modified.

Logging & Monitoring:

• Analyzed CloudFront access logs to troubleshoot and rectify HTTP 403 errors.
• Utilized CloudWatch logs to troubleshoot permissions issues with lambda functions not being called.
• Enhanced user experience by ensuring rapid content delivery and site uptime.

Best Practices & Optimization:

• Incorporated infrastructure best practices, including the use of alternate domain names in CloudFront and adjusting S3 bucket policies to align with CloudFront distributions.

Ongoing Enhancements & Future Directions:

Efficient Deployment Pipeline:

• In pursuit of streamlined and automated deployments, the project will soon be using GitHub Actions.
• GitHub Actions will be used to trigger a Terraform deployment when changes are pushed to the GitHub repository.
• Automating the upload process of static assets to Amazon S3.
• Implementing automatic CloudFront invalidation to ensure content freshness and minimize the time between content updates on the website.