Leonardo P. Email & Phone Number

• Managed and optimized monitoring systems (ELK, Prometheus, Splunk, Dynatrace),ensuring high system availability.• Maintained and provisioned Big Data Platform infrastructure, microservices and containers.• Automated security patching and remediation using Ansible and ServiceNow, improving infrastructure security. • Led cost-effective cloud and on-prem projects with IAC practices, employing tools like JIRA, Terraform, and Jenkins for efficient infrastructure management.• Regularly created and updated technical documentation on Confluence to facilitate knowledge sharing and ensure continuity in operations.

• Oversaw global server infrastructure, virtualization with Nutanix, and VMWare, supporting over 8000 servers. • Automated patch management and security compliance using IVANTI/WSUS, alongside managing backups with Commvault and Veeam. • Monitored network performance and uptime using Solarwinds and OME. • Improved productivity and reduced errors through the automation of tasks, reports, and dashboards using PowerShell, SQL, Python, and REST APIs.

• Served as the SME, resolving complex issues related to hardware, software, and networking. • Led the creation and implementation of new operational procedures through training workshops. • Automated tasks using PowerShell and Python scripts for software installation, Active Directory management, and automation of ad-hoc tasks. • Configured and maintained hardware, VMs, and their OS/applications (Windows Server, CentOS 7/RHEL).

San Jose, Costa Rica

• Provided technical assistance to users across multiple operating systems. • Tested beta versions of products and applications for quality assurance• Utilized Confluence and JIRA for log analysis, troubleshooting, and bug tracking. • Served as the primary escalation point for a six-person local team. • Designed and maintained training materials for Technical Specialists.• Managed maintenance of company hardware and software to ensure optimal performance.• Conducted quality of service reviews and implemented best practices.

Heredia

• Resolved escalated technical issues and offered specialized support for Outlook and Active Directory incidents.• Improved quality of service by creating knowledge documents and procedures.• Managed technical queues for optimal workload distribution, meeting KPIs and schedule requirements.