Adrian Silva Email & Phone Number

New York, Ny, Us

Dublin 2, Ie

Monitored the client's production environment 24x7x365 using Dynatrace, TPX Orchestrator, AWS CloudWatch, Splunk ES and SolarWinds tools. Troubleshot and escalated issues as appropriate (using ITSM ServiceNow tool). Managed a team of 5 people.● First POC when introducing service monitoring or other processes to the NOC team. Trained junior team members on the tools, dashboards and escalation processes, including conducting Knowledge Transfer sessions with 12 offshore India team members● Completed and documented the processes that were transferred over to the team into Operational Working Documents and Visio process flows, then showed team members how to escalate properly when network devices had issues● Set expectations internally on what the team could handle. Created schedules and updated status reports. Attended bi-weekly calls with the communications vendor to ensure that escalations were being handled according to SLA. Escalations would be logged into ServiceNow for tracking and followed through● Showcased ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere, and maintaining effective working relationships within a diverse population and with those from various cultural backgrounds

Dublin 2, Ie

Managed a 12-person Cloud Contact Center team that interviewed people applying for unemployment benefits.● Eliminated call backlog, by interviewing 15-20 people applying for unemployment benefits per day (using AWS Connect tool) and contributing to 56,000 interview calls conducted by Accenture teams● Planned, aligned and prioritized weekly team goals to drive results of key performance indicators

Dublin 2, Ie

Enabled colleagues to validate food stamp eligibility for 1,100,000 California recipients by ensuring website availability and stability.● Onboarded 300+ new employees and increased their time to productivity by maintaining 100+ online training courses (using Adobe Captivate tool), provisioning new user AD accounts, and troubleshooting email flow, file permissions, printing and remote access● Orchestrated 14 website code deployments (using JIRA tool) and documented test script results. Ensured new code deployment did not cause production environment failures

Dublin 2, Ie

Monitored the client's production environment 24x7x365 (using VMware vRealize Operations Manager tool) and maintained the performance of 600+ virtual machines distributed between 2 data centers (with VMware vSphere Hypervisor ESXi) enabling a successful electronic health record system implementation.● Partnered with application support groups to develop and implement effective event/alert management and observability of services● Developed and implemented event rulesets, event orchestrations and on-call sheet for critical service monitoring● Created and maintained system configuration and technical process runbook documentation tailored to the client’s production environment, which included triage steps, escalation points, and escalation requirements● Transitioned the VMware vRealize Operations Manager tool and monitoring service runbook to the 24x7x365 operations team (trained 7 people)

Dublin 2, Ie

Managed ServiceNow ticket submissions to decommission and dispose of 800+ virtual machines and 20 physical servers / network devices in a data center.● Requirement Gathering: Worked as liaison between large cross-functional team stakeholders to identify gaps in existing functionality, review stakeholder requirements, and document high level functional design solutions.● Requirement gathering yielded the Decommission and Disposal process, which ensured that network devices and servers were properly disposed of and sensitive data was not compromised● Drove decommission and disposal process to completion, limiting delays, resolving issues, and mitigating risks● Identified 131 server discrepancies by creating weekly tracking report, reducing discrepancies to 0

Merced, California, Us

Tutored UC Merced students having a difficult time understanding complex concepts in their Mathematics (Precalculus, Calculus 1 and 2) and Writing courses.● Improved course grades of 100+ students● Showcased ability to effectively communicate information, both verbally and in writing. Thorough knowledge of English grammar, spelling, and punctuation

Merced, California, Us

Ported C++ code into the Robotics Operating System (ROS) software platform to build an open source algorithm library for efficient code reuse.

Berkeley, Ca, Us

Developed a Python combinatorics algorithm for the online data gathering tool used in the research study.● The visualization design research study was conducted on a class of 47 participants, in order to improvethe way students learn to create information visualization designs of several variables● Research Publication: Evaluating Information Visualization via the Interplay of Heuristic Evaluation andQuestion-Based Scoring