Jay Ann Larya

CDN Support Engineer II

bunny.net

Aug 2024 - Aug 2025 (1 year 1 month)

Provided technical support for CDN, WAF, and Stream services, troubleshooting performance, latency, and caching issues to ensure optimal content delivery for clients. Collaborated with Infrastructure and Engineering teams to resolve escalated incidents and optimize CDN configurations in high-traffic environments. Ensured high customer satisfaction by delivering timely, professional, and effective support, consistently meeting service-level agreements (SLAs). Additionally, utilized email support as a communication channel to assist clients, while also gaining familiarity with Microsoft 365 through collaboration with the Sales Team. Although I am still developing my skills in lead generation, Salesforce, and project management, I am eager to

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Platform Support Engineer

Jun 2014 - Jun 2024 (10 years 1 month)

Provided exceptional technical support for CDN, WAF, DNS, Object Storage, and Edge Compute services to enterprise-level customers, ensuring prompt resolution of issues and high customer satisfaction via phone, email, and live chat, achieving an average customer satisfaction rating of 95%. Collaborated with cross-functional teams including NOC, SRE, Infrastructure, and Product Management to resolve escalated complex technical issues. Facilitated in the testing and deployment of nodes, updates, and patches, ensuring minimal disruption to customer environments. Developed and maintained technical documentation and knowledge base articles to improve support efficiency and customer self-service. Mentored junior support engineers, providing guidan

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Customer Support Team Lead / Customer Retentions Manager (MaxCDN)

Jun 2014 - Jun 2024 (10 years 1 month)

Implemented customer feedback mechanisms to continuously improve service delivery and address customer concerns proactively. Executed customer retention programs, resulting in a 20% increase in customer retention rates over 2 years. Collaborated with marketing, sales, and product development to align retention efforts with overall business objectives and supervised a team of retention specialists, providing coaching and training to enhance their effectiveness in customer retention efforts. Additionally, utilized Microsoft 365 for efficient communication and collaboration with the Sales Team, which supported our retention initiatives. While I am still developing my skills in lead generation and project management, I am eager to expand my kno

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NOC Engineer I

StackPath LLC.

Jun 2014 - Jun 2024 (10 years 1 month)

Participated in CDN and VM global enterprise network monitoring of switches, load balancers, and firewalls to ensure optimal performance and availability. Facilitated in Compute and CDN servers (Physical and VMs) provisioning, upgrades, and recovery. Coordinated with third-party vendors and service providers to resolve escalated network issues with data centers globally. Additionally, utilized Microsoft 365 for effective communication and collaboration within the team, enhancing workflow efficiency. While I am still developing my skills in lead generation, Salesforce, and project management, I have gained some familiarity through collaboration with our Sales Team, demonstrating my eagerness to expand my knowledge and my confidence in learni

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