Supporting the complete Dynatrace product, being the bridge between front line and development.

Resolving issues with the product, and dealing with the product integrations into different technologies, ranging from infrastructure like k8s, RHEL and Windows, to the different programming languages the products supports, including, but not limted to, JAVA, python, dotNET, Node.js, etc.

Customer base ranges from smaller companies, to major banks, travel companies, and also government agencies.

While in this position I migrated in-house applications to the GCP infrastructure.

Using Cloud Run for development, as it allows for quick and easy container deployments.

The resulting production applications run in Kubernetes.

Terraform was used as well, as this allows for extremely flexible deployments.

Leading a team of TSEs, first for the Platform 'shard', and then for Big Data 'shard'.

Activities included making sure the case load for the TSEs was OK, dealing with the operational side of the business, and meeting with the stakeholders on Google's side to discuss the ongoing state of business during our (W/M/Q/Y)BRs, and taking action on our side if needed.

I also provided companywide communications training due to my extensive experience, and I wrote several internal apps to be able to track metrics for our TSEs.

SME for all products for the Platform part of GCP, such as: App Engine, Cloud SQL, Cloud Run, Cloud Build, etc.

Organizing daily meetings between our TSEs and Google TSEs, and making sure that our TSEs can move forward with resolving their cases.

Monitoring the case queues of the TSEs, and guiding them so they could move forward with said cases.

Just as when I was an TSE, dealing with all kinds of programming languages was a daily occurrence.

Creating and writing internal procedures for specific scenarios.

This was supporting the 'Platform' and 'Big Data' products for GCP.

Some of the products Google App Engine, Cloud SQL, Speech API, Translate API, etc.

Dealing with different programming languages was a daily occurrence.

Work entailed solving problems related to the GSuite product, assisting customers with performing tasks related to the product and related administrative activities.

When I started I was a regular agent, followed by being SME for a short while.

I was promoted to the Deluxe team shortly afterwards. Here I dealt with larger companies.

I also did backup for Premium (largest companies) if needed, when one of the Premium agents was on holidays or sick.

During this period, I worked for 2 different employers, more or less doing the same job.

I started as agent with both, but quickly became 2nd line support for InterNLnet, and when I switched to Online I got promoted to SME after a couple of months.

Work entailed dealing with issues related to the relevant Internet Service Provider.

This included resolving internet connectivity problems, problems with email and related administrative activities.

This also included communicating with the internet infrastructure providers regarding connectivity problems.

Work entailed ticket sales, providing travellers with information, assisting physically challenged travellers get on and off the train and other related tasks.

Later I worked on the train as an assistant conductor.

I worked for 3 different employers, doing basically the same job.

For the last one, KPN, I worked as an SME for around a year.

Work entailed dealing with issues related to the relevant Internet Service Provider.

This included resolving internet connectivity problems, problems with email and related administrative activities.