Jonathan Baker
@jonathanbaker
Reliability Engineer at Prime Vision, handling production incidents end-to-end and documenting solutions that support the wider team.
NetherlandsWhat I'm looking for
At Prime Vision, I own production incidents from alert through resolution, managing Jira tickets and coordinating handoffs with Development, Field Engineers, and the Reliability Team. I also write runbooks in Confluence and help maintain infrastructure through OS and firmware patching.
My technical support experience includes diagnosing enterprise server systems at Supermicro and installing servers with copper and fibre cabling. Outside work, I run a self-managed Linux Docker home lab with 10+ services, using Tailscale and CNAME/DDNS routing for secure remote access and service exposure.
Experience
Work history, roles, and key accomplishments
Reliability Engineer
Prime Vision
Feb 2025 - Present (1 year 8 months)
Owns production incidents end-to-end as first point of contact, managing 5-10 incidents daily in Jira and authoring runbooks in Confluence. Coordinates with development, field engineers, and reliability teams for structured handoffs.
Delivered first-line technical support for enterprise server systems, diagnosing hardware and software faults to root cause. Performed on-site server racking, cabling, and configuration testing.
Handled approximately 30 structured service requests daily with accurate, on-time fulfilment across a multi-department supply chain in a regulated healthcare environment. Coordinated with sales, production, warehouse, and finance to resolve discrepancies.
Customer Support Lead, EMEA
Softbank Robotics EMEA
Jan 2022 - Jan 2023 (1 year)
Primary escalation point for customer-facing technical issues across EMEA, coordinating resolutions with partners and repair centres. Designed process improvements that reduced complaint resolution time and improved status communication.
Service Delivery Manager
VOX Telecom
Jan 2021 - Jan 2022 (1 year)
Owned high-priority incident resolution for major customer-facing outages, managing 50-70 tickets per day with full SLA accountability. Provided after-hours outage response and partnered with fibre network providers to unblock delivery issues.
FTTH Engineer / Night Technical Manager
VOX Telecom
Jan 2018 - Jan 2021 (3 years)
Led a night-shift team of up to 12 engineers as the escalation point for complex fibre faults. Diagnosed network faults, configured MikroTik routers, and authored troubleshooting guides adopted team-wide.
Account Manager
First Shop
Jan 2016 - Jan 2018 (2 years)
Managed CRM order processing, supplier coordination, and remote technical troubleshooting.
Sales Consultant
Cell C
Jan 2015 - Jan 2016 (1 year)
Handled device upgrades, contracts, and in-store technical setup and support.
Helpdesk Technician & Games Specialist
Incredible Connection
Jan 2012 - Jan 2015 (3 years)
Performed Windows/Linux installs, hardware upgrades, and custom PC builds. Led Xbox One launch and LanDesk national rollout.
Sales Consultant & Helpdesk Technician
Home PC
Jan 2008 - Jan 2010 (2 years)
Built custom desktop and gaming systems, and provided in-store sales and technical support.
Education
Degrees, certifications, and relevant coursework
Microsoft
Azure Fundamentals (AZ-900), Cloud Computing
Earned Microsoft Certified: Azure Fundamentals (AZ-900), validating foundational cloud knowledge.
VOX Telecom
MTCNA, Networking
Earned MikroTik Certified Network Associate (MTCNA) certification, demonstrating networking fundamentals.
CTU
CompTIA A+, Information Technology
Earned CompTIA A+ certification, covering foundational IT hardware and software skills.
Jeppe High School for Boys
Matriculation (Grade 12), General
Completed secondary education, earning a Matriculation (Grade 12) certificate.
Availability
Location
NetherlandsAuthorized to work in
Salary expectations
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