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Basics

Name Robert Pannick
Label Technical Support Engineer
Email rwpannick@gmail.com
Phone +1 614 653 8241
Url github.com/b08x
Summary Technical Support Engineer with 15+ years of experience in Linux system administration and complex troubleshooting. Skilled in root cause analysis, documentation development, and cross-team collaboration to resolve challenging technical issues. Experienced with Git workflows, Ruby/Bash scripting, and building tools that improve support efficiency. Adept at translating complex technical concepts for users of various skill levels while maintaining a customer-focused approach to problem-solving. Passionate about contributing to open-source projects and improving documentation based on real-world usage patterns.

Work

  • 2016.01 - Present
    Independent Technical Researcher
    Self-Directed Projects
    Conducted independent technical research and skill development
    • Honed Linux system administration skills through intensive audio processing work
    • Mastered complex system configurations while exploring sound engineering
    • Developed experimental prompt engineering frameworks for IT support scenarios
    • Designed prototype systems for AI-augmented technical support workflows
    • Explored applications of LLMs in knowledge management and support automation
  • 2014.08 - 2016.11
    DevOps Engineer
    FortyAU
    Implemented DevOps practices and infrastructure solutions
    • Implemented Infrastructure as Code (IaC) using Ansible
    • Designed and implemented CI/CD pipelines, integrating Jenkins with Azure cloud services
    • Configured database replication and automated failover procedures
    • Implemented containerization strategy for Ruby on Rails applications
    • Established monitoring and observability practices using modern tooling (Kibana, Logstash)
  • 2012.07 - 2014.06
    Linux Systems Administrator
    OnShored Development
    Managed Linux systems and database environments
    • Managed migration of PostgreSQL databases
    • Supported legacy Lisp application environments
    • Orchestrated deployments across various Linux distributions
    • Established automated testing procedures
  • 2011.01 - 2012.07
    Linux System Engineer
    Orbitz Worldwide
    Engineered high-availability Linux infrastructure
    • Provisioned bare-metal servers with ESXi across multiple environments
    • Implemented automated provisioning using PXE, Kickstart, and Cobbler
    • Developed load balancing solutions for high-availability systems
    • Automated DNS and DHCP service management
  • 2002.01 - 2010.12
    Help Desk Technician
    Abbott and TEKsystems
    Provided technical support and documentation
    • Provided comprehensive phone and remote support
    • Handled hardware, software, and account access issues
    • Developed technical support documentation
    • Managed incoming support tickets and routing
  • 2002.01 - 2010.12
    Telecommunications Administrator
    Indium Corporation
    Managed telecommunication systems and provided technical support
    • Managed global voice network
    • Performed system setup and mobile phone support
    • Trained staff on technical tools and integrations
  • 2002.01 - 2010.12
    Helpdesk Support
    University of Chicago Medical Center
    Provided technical support to healthcare professionals
    • Assisted clients with EPIC EMR login issues
    • Supported Windows XP and Mac OS X systems

Certificates

RHCE
Red Hat 2010-12-03
RHCSA
Red Hat 2010-12-03

Skills

Support Engineering
Advanced troubleshooting methodologies
Root cause analysis
Incident management
Research & Analysis
Problem pattern recognition
Systematic investigation
Documentation development
AI/LLM Integration
Prompt engineering
Context optimization
AI-assisted support workflows
Knowledge Management
Technical documentation
Solution architecture
Infrastructure & Systems
Linux administration (Red Hat, Ubuntu, SUSE)
Cloud platforms
Containerization
Automation
Ruby and Python scripting
Shell scripting
Ansible
Communication
Technical writing
User training
Cross-team collaboration
Support Tools
ITSM platforms
Monitoring systems
Ticket management systems

Interests

AI-Augmented Support
Symbolic AI-augmented troubleshooting assistance
Automated diagnostics and configuration management
Knowledge base optimization with semenatic text generation
Process Improvement
Support process automation and enhancement