- Strategically bootstrapped the SRE organization, setting a multi-year vision and defining core team values.- Successfully assembled and led a remote team of 10 engineers, fostering a culture of innovation and collaboration.- Implemented customer experience metrics and initiated comprehensive tracking of customer experience degradation.- Established SLI/SLO protocols across all production services, enhancing system reliability and performance.- Developed an end-to-end customer experience dashboard, offering a comprehensive view of customer interactions.- Integrated and automated incident response tools including Rootly, Slack, Jira, Zoom, and PagerDuty, streamlining communication and response times.

- Innovated self-service automation solutions, significantly reducing manual service request volume and enhancing operational efficiency.- Developed a service dashboard with golden signals, facilitating quicker issue isolation and reducing Mean Time to Identification (MTTI).- Established a successful mentorship program and skills matrix, fostering team development and growth.Transitioned to Agile SCRUM for project tracking, boosting the team's project success rate and efficiency.- Developed a comprehensive KPI system and automated reporting mechanism for efficient problem management data collection and customer experience measurement.

- Solely managed internal systems, network, and desktop support services across two data centers and a small office, overseeing a wide range of platforms and tools.- Demonstrated expertise in managing virtualization platforms, Docker, email systems, DNS, web hosting, and database management (Oracle and MS).- Provided comprehensive desktop support across various end-user hardware and software, ensuring seamless operations.

- Spearheaded the initiative to reduce alert toil, implementing automated systems and refining alert parameters to enhance operational efficiency.- Responsible for supporting Windows and Linux production front-end systems, including the customer support suite Unify (an Oracle product).- Regularly interacted with F5 and NetScaler load balancers, OpenStack, and VMware, ensuring optimal system performance.- Developed and introduced new training materials to streamline the onboarding process for new hires.- Engaged in Python development for internal websites and tools, enhancing system functionalities and user experience.

- Initiated and led the prototyping of an open-source solution for a low-cost virtualization platform with live VM migration, enhancing system efficiency and reducing operational costs.- Provided comprehensive support for Netflix's DVD shipping hub operations, including proprietary application support, Windows Server support, and network support.- Played a pivotal role in operations support and crisis management across Netflix's shipping hubs nationwide.- Proficient in utilizing tools and platforms such as Tomcat for Windows, IIS, Active Directory, MySQL, Oracle databases, VirtualBox, Ubuntu, and Zabbix monitoring suite.- Engaged in Python scripting for the development of automation tools and infrastructure enhancements.- Collaborated with various teams within Netflix to plan and implement infrastructural changes, boosting efficiency across shipping hubs.

- Spearheaded the management and optimization of both physical and virtualized server environments, encompassing Solaris, Redhat Enterprise (RHEL 6), and Windows Server systems.- Developed and maintained critical infrastructure components including Windows Domain, Group Policy, Media Wiki, and Splunk, ensuring seamless operations and enhanced security.- Administered essential services such as LDAP, DNS, Samba shares, Apache Server, email, and calendar systems, facilitating efficient communication and data management across the organization.- Oversaw the Nagios monitoring system, Cisco network configurations, Puppet configurations, NetBackup system, and ISCSI SAN fabric, guaranteeing robust and secure network operations.- Leveraged expertise in systems administration to build and maintain a resilient and high-performance IT infrastructure, ready to meet the evolving needs of the educational institution.

- Single-handedly managed and maintained the company's IT infrastructure, including a Windows 2003 domain, Exchange server, and various file services, ensuring seamless operations and data security.- Implemented and oversaw DNS configurations, enhancing network reliability and speed.- Provided comprehensive desktop support, addressing issues on Windows Mobile, iPhone, and Blackberry devices, thereby ensuring uninterrupted business operations.- Developed and implemented backup strategies, safeguarding critical data and facilitating quick recovery in case of data loss.- Leveraged expertise in mobile device management to support a range of devices, ensuring connectivity and functionality in a dynamic business environment.

- Spearheaded the maintenance and management of a complex UNIX-based environment, ensuring optimal performance and security across various platforms including Solaris 9, Solaris 10, and Ubuntu.- Implemented and managed critical services such as LDAP, DNS, SAMBA, HTTP, and SFTP, enhancing the university's IT infrastructure's reliability and efficiency.- Played a pivotal role in the development and management of the Moodle online course management suite, facilitating a seamless learning experience for students.- Managed the Sun StorEdge 9980 SAN and Cisco fiber SAN director, optimizing storage solutions and ensuring data integrity and accessibility.- Led the creation and editorial direction of the department blog "WOUtech", fostering a community of knowledge sharing and innovation within the department.- Demonstrated expertise in managing a diverse range of platforms including Mac OS 10.4 Server, VMware ESX server, and VirtualBox, showcasing adaptability and proficiency in various IT environments.

- Assisted in Windows 2003 server administration, enhancing system performance and security through adept management of Active Directory and Group Policy.- Led a team of student desktop support technicians, fostering a collaborative and learning-centric work environment.- Provided expert desktop support for Windows, Mac OS X, and SunRay desktop machines, ensuring smooth operations and minimizing downtime.

- Led a team of student technicians, providing expert guidance and mentorship in desktop support for various operating systems and applications.- Specialized in troubleshooting and repairing inkjet and laser printers, ensuring the reliability and functionality of essential office equipment.- Served as a technical lead, spearheading initiatives to enhance the efficiency and effectiveness of desktop support services.

- Provided exceptional desktop support for Windows XP, Mac OS X, and thin client computers, ensuring user satisfaction and system reliability.- Gained expertise in troubleshooting and repairing a variety of inkjet and laser printers, enhancing office productivity through reliable equipment maintenance.

- Excelled in a dual role, seamlessly integrating customer service expertise with technical acumen to drive sales and ensure optimal functionality of paintball equipment.- Leveraged deep product knowledge to assist customers in selecting paintball gear that met their needs and preferences, significantly boosting sales and customer satisfaction.- Developed and implemented strategies to enhance the retail experience, including organizing product demonstrations and workshops, fostering a vibrant and engaging store environment.- Demonstrated exceptional skill in the maintenance and repair of paintball markers, ensuring equipment reliability and safety, and enhancing the customer experience on the field.- Conducted comprehensive diagnostics and repairs on paintball markers, minimizing downtime and ensuring a high level of customer satisfaction through quick and efficient service.- Collaborated closely with the sales team to develop and implement promotional strategies, contributing to increased foot traffic and sales.- Established a reputation as a trusted advisor and expert in paintball equipment, fostering long-term customer relationships and building a loyal customer base through exceptional service and expertise.- Developed a showpiece marker capable of shooting 38 rounds per second, showcasing the potential of upgrades to be sold and installed on customer markers, thereby driving sales and enhancing the store's reputation for technical excellence.

- Conducted an in-depth analysis of the potential benefits associated with upgrading the hospital's installation of CA Service Desk to the latest version, presenting findings in a detailed report that guided decision-making processes.- Successfully set up a test installation of the proposed software using VMware, demonstrating the functionalities and improvements firsthand to the IT team.- Entrusted with the responsibility of researching and recommending various hardware purchases for the department, utilizing a keen understanding of technological advancements to suggest cost-effective and efficient solutions.- Collaborated with a team of experienced IT professionals, gaining invaluable insights into the operations of a large-scale healthcare IT department and honing skills in system analysis and project management.- Developed a reputation for meticulous research and analytical skills, contributing to informed decision-making and strategic planning within the department.