Michael A.
Mid-Level L2 Production Support Engineer
Open to offersNew to PlatformAbout
Michael is a Technical Support Engineer and L2 Production Support professional based in the Philippines. With extensive experience in incident management, alert monitoring, and escalation handling, he has thrived in enterprise environments. Currently, he excels as an L2 Support Engineer at Cube, where he provides operational support for production environments, managing incidents and system alerts. His role involves leveraging tools like New Relic and OpsView to monitor infrastructure health and ensure operational stability. At SEO Hacker, Michael demonstrated his adept skills as a Web Developer, delivering custom WordPress solutions in collaboration with cross-functional teams. His tenure at RSA Security LLC involved providing technical support for RSA NetWitness XDR/EDR platforms, where he focused on troubleshooting and improving incident handling workflows. His technical acumen is further enriched by his expertise in VMware vCenter, Microsoft Azure, and Linux/Windows server environments, making him a valuable contributor to service reliability and operational excellence in IT Support.
Experience
L2 Support Engineer / Production Support
CUBE · 2025 — PresentProvide L2 operational support for production environments, managing escalated incidents, service disruptions, and system alerts to maintain platform stability and availability. Monitor infrastructure health and production services using New Relic, OpsView, Elasticsearch, Azure monitoring tools, and enterprise observability platforms. Investigate and troubleshoot complex operational issues, coordinating with engineering teams and stakeholders to support timely resolution of incidents. Perform incident analysis and contribute to Root Cause Analysis (RCA) documentation within SLA-driven environments. Develop and maintain operational dashboards, monitoring views, technical runbooks, and knowledge-base documentation using Jira and Confluence. Review critical alert queues and operational backlogs to identify unattended incidents, operational gaps,Web Developer / Technical Support
SEO Hacker · 2023 — 2025Built and optimized custom responsive architectures using WordPress, ensuring clean performance, cross-browser compatibility, and mobile usability. Successfully delivered 2 enterprise-tier platforms during probation, reducing the engineering team's open project backlog by 25% and accelerating delivery timelines. Partnered directly with UI/UX designers, project managers, and content specialists to achieve full alignment with technical specs and Web Content Accessibility Guidelines (WCAG).Technical Support Engineer / Workflow Manager
RSA Security LLC · 2017 — 2023Managed high-tier enterprise technical support for the RSA NetWitness XDR/EDR platform, debugging advanced log parsing issues, checking configurations, and addressing multi-tier software bugs. Restructured global queue routing logic and incident escalation workflows, which safely raised corporate SLA compliance metrics by 15%. Provisioned and configured sandboxed VMware ESXi/vCenter infrastructure environments to mirror customer topologies for accurate problem replication and update testing.Bid Desk Analyst
STRATNET (Dell EMC) · 2014 — 2017Authored thorough Business Requirement Documents (BRDs), data-driven business cases, and complex technical proposals for high-value enterprise data center and infrastructure projects within the Asia-Pacific Japan (APJ) region.
Skills & Expertise
Education
- Diploma in Computer SciencePremiere Computer Learning Center
- Full-Stack Web Development (MERN Stack Framework)Zuitt Coding Bootcamp