Joseph L. Abdallah

Dedicated Technical Support Engineer and Web Developer with over 8 years of experience supporting enterprise-grade SaaS environments and pioneering AI-driven automation workflows. Proven track record supporting global engineering and documentation teams at Microsoft, Google, and NVIDIA, ensuring optimal application performance and high infrastructure uptime. Committed to delivering reliable technical solutions that seamlessly bridge the gap between complex system engineering and client-facing excellence.

Skills

Technical Support & Troubleshooting: Diagnosing and resolving complex technical issues at scale. Specialist in Zendesk/Jira workflows and enterprise escalation management.

Infrastructure & Server Management: Managing high-traffic VPS environments with NGINX, Linux, and CloudPanel. Focused on 99.9% uptime and security hardening.

AI & Automation Engineering: Pioneering AI-first workflows using Google Gemini, Kimi Code CLI, and Hermes Agent to streamline support operations and development speed.

Experience

Website Developer Oct 2009 - Oct 2014, Aug 2025 - Current

Freelance

Developed high-performance WordPress video themes optimized for Core Web Vitals (100/100 PageSpeed) with native pSEO and Glassmorphic UI.
Configured and optimized NGINX for high-performance web hosting, implementing load balancing and advanced security measures.
Designed, customized, and maintained dynamic WordPress websites, delivering responsive, user-friendly experiences.
Integrated Cloudflare services to implement CDN, intelligent caching, DDoS mitigation, and SSL/TLS encryption.

Technical Support Engineer [US/EN] October 2017 - July 2025

Markup.ai (formerly known as Acrolinx)

Served as the dedicated primary support contact for Microsoft's documentation teams, while working daily with engineering teams at Google, NVIDIA, and Amazon to troubleshoot scale and performance.
Provided technical support for the Acrolinx Platform via Zendesk, troubleshooting customer issues and ensuring timely, effective resolution.
Installed, configured, and updated the Acrolinx Platform within the Acrolinx Private Cloud environment, ensuring optimal performance and system reliability.
Created and maintained the Acrolinx Support Team FAQ, improving internal knowledge sharing and enhancing the efficiency of support operations.
Assisted customers with the installation and integration of Acrolinx across multiple platforms, including Microsoft Office 365, Arbortext, Oxygen XML Editor, and major web browsers such as Chrome, Firefox, and Edge.
Supported customers in reviewing and refining content for compliance across diverse sectors including; fintech, branding, and technical documentation, ensuring consistency with industry regulations, style guidelines, and brand standards.

Customer Support Lead [EN] November 2014 - August 2017

Floranext, New Jersey USA/Remote

Delivered responsive customer support through phone and Zendesk for Floranext Point of Sale, resolving technical issues and ensuring high customer satisfaction.
Performed end-to-end installation and configuration of Floranext POS software, tailoring setups to meet unique client requirements and streamline business operations.
Guided customers through website design and integration processes, aligning e-commerce functionality with Floranext POS to create cohesive, user-friendly online storefronts.

Manager May 2003 - September 2009

Area 51, Cortland, New York

Oversaw daily store operations, including staff supervision, inventory management, and execution of opening and closing procedures to ensure smooth business flow.
Conducted market research and strategically sourced gaming products for resale, aligning inventory with customer demand and industry trends.
Established and nurtured direct vendor relationships with Wizards of the Coast, a Hasbro subsidiary, securing exclusive product access and improving procurement cost.

Computer Sales and Support Technician / Electronics Buyer September 1999 - March 2003

Auxiliary Services Corporation of SUNY Cortland, New York

Established strategic partnerships with Apple, Dell, and HP to offer exclusive student and educational discounts.
Managed the inventory of computer products and electronics for resale, optimizing purchasing strategies to maximize profit margins and meet demand.
Delivered expert technical support and troubleshooting services to students and staff, ensuring a seamless technology experience across campus.
Contributed to the maintenance and optimization of the SUNY Cortland Bookstore Online Store, enhancing user experience and driving e-commerce growth.

Education

Associate of Science in Computer Forensics
Tompkins Cortland Community College - September 1997 - June 1999

Certifications

AI & Automation Training

Fundamentals of Agentic AI: Business Implications and Ethical Insights
How to Use Generative AI: Building an AI-First Mindset
Building with Google Gemini Advanced and Ultra
Copilot Studio First Look
Prompt Engineering: How to Talk to the AIs
Introduction to Prompt Engineering for Generative AI

WordPress Development Training

WordPress: Using a Content Delivery Network
Technical WordPress SEO
WordPress: SEO
WordPress.com Essential Training