Resume
Nathan Fugal
[email protected] | 801-784-8659 | natefugal.tech
Experience Points
Lead Application Support Engineer - Collective Health
July 2021 - Present (5 years)
Big Picture: As a member of the Production Engineering squad I keep healthcare claims flowing 24x7 for members, partners, and payers. When a claim goes sideways somewhere in a 400+ service galaxy, I’m the one who tracks down the villain, figures out what broke, and makes sure it gets fixed — then makes sure it can’t strike twice. My powers of super coordination & communication come in handy when rallying engineering teams across the realm.
Nitty Gritty: Triage & root-cause production issues across a large multi-service platform (Java, Python, Go, JS). Own investigations end-to-end and hand off actionable RCAs to the owning scrum teams. Query warehouse & prod replicas (Databricks/SQL) to quantify member & claim impact. Champion production stability, drive claim re-processing & recovery, and translate messy incidents into clear write-ups for both engineers & non-technical stakeholders. Mentor & lead across the support team as the senior escalation point.
TSE3 - Pure Storage
August 2017 - July 2021 (4 years)
Big Picture: As a member of the FlashBlade Team I help ensure that blazing fast NAS storage stays healthy & happy for customers 24x7x365. From upgrades (hardware & software) to performance issues & many things in between, if it is broken, I help figure it out & get it fixed. My powers of super coordination & communication come in handy when dealing with innocent bystanders all across the physical realm.
Nitty Gritty: Diagnose & troubleshoot issues in complex, multi-vendor environments. Champion customer needs inside the company & product/company strengths to customers. Regularly write & contribute to best practices, procedures, & how-to guides both internal & customer facing. Manage & keep updated multiple cases in our CRM/ticketing system. Own customer-facing communication across a variety of topics including reported issues/needs, new releases/features, & scheduled events. Assist with deployment of new solutions at customer sites.
IT Consultant - G8 Support
June 2016 - August 2017 (1.25 years)
Big Picture: You might know me as That-Computer-Guy-Who-Always-Fixes-The-Broken-Stuff. I spend my time flying to small & medium sized companies who outsource their IT hero work. Technos, the computer God, bestowed upon me the IT Aura, which makes rebellious technology cease & desist when I arrive on the scene. I’ve found my calling as a Computer Whisperer.
Nitty Gritty: Providing technical support for various clients using different interfaces ensuring all computers, systems, & backups are running as scheduled. On-site technical support & face-to-face IT consulting. Maintaining servers, VMs, on-site & off-site backups, Cisco switches, various firewalls, & new computers. Diagnosing & correcting workstation & server issues.
SysAdmin - Bird & Fugal Attorneys at Law
April 2010 - August 2017 (7.33 years)
Big Picture: As the IT Hero for a small law firm, I help old men successfully navigate software & hardware updates, sometimes against their will, & cross the street safely.
Nitty Gritty: Successfully installing, configuring, & maintaining: servers, new computers, RAID, LVM, remote desktop services, MySQL databases, & kernels using Linux (several flavors) & Windows. Networking all hardware to cooperate easily & securely.
FSR1 - Redbox Automated Retail, LLC
April 2007 - May 2016 (9 years)
Big Picture: As a movie delivery hero I tracked & distributed entertainment awesomeness, along with plenty of sub-par videos, each week. Rescuing customers from the perils of UI upgrades was routine.
Nitty Gritty: Tracking & distributing $2.34 million (avg) worth inventory per year; minor diagnostic & repair work; weekly superhero pow-wows. Counted & inventoried a million+ movies with 99.99% accuracy in disc distribution over 9 years (yes, they tracked that).
Weaponry
Western Governors University — Information Technology - Security January 2014 - 2017
Utah State University — Mechanical Engineering August 2006 - May 2007 Switzerland Design Summit, May - June 2013
Achievements Unlocked
- Cisco Certified Entry Networking Technician — Cisco, License CSCO12824775 (June 2015)
- CIW Database Design Specialist — CIW Certified, License 640303 (August 2016)
- CIW Web Design Specialist — CIW Certified, License 640303 (January 2015)
- CompTIA A+ — CompTIA (May 2014)
- CompTIA Project+ — CompTIA (February 2016)
- CompTIA Security+ — CompTIA (January 2016)
- MCPS: Microsoft Certified Professional — Microsoft, License E881-6283 (July 2014)
- MTA: Networking Fundamentals — Microsoft, License F025-2060 (October 2014)
- MTA: Windows Operating System Fundamentals — Microsoft, License E881-6282 (July 2014)
Abilities
Super-fast Knowledge Absorption: Studied for and passed the Technician and General HAM Radio license tests in a day. Next mission: actually own a HAM Radio to operate.
Sticktoitiveness: I survived December of 2009 while working at Redbox. ‘Nuff said (unless you didn’t work at Redbox in 2009, in which case I will gladly elaborate for you).