Carl S. Email and Phone Number

• Offer foundational technical support in infrastructure services, providing assistance in routine tasks. • Assist with infrastructure projects and assignments. • Participate in basic monitoring and routine troubleshooting of infrastructure systems. • Collaborate with team members to address infrastructure challenges and daily operational tasks. • Support the creation and maintenance of infrastructure documentation. • Develop and improve technical skills through on-the-job experience. • Follow established best practices and standards in infrastructure service delivery.

• Implement secure cloud configurations using Azure Private Link, Network Security Groups, Microsoft Defender for Cloud, and Azure Regulatory Compliance for NIST 800-53, PCI DSS, and HIPAA/HITRUST, resulting in a X% reduction in security incidents over the same time interval. • Troubleshoot and support Microsoft Azure services, including Microsoft Sentinel (SIEM), Virtual Machines, Azure Monitor, and Azure Active Directory, resolving X number of issues per week on average. • Develop KQL queries to support Log Analytics workspace and Microsoft Sentinel, resulting in X number of new SIEM dashboards and workbooks.

• First point of contact for clients with technical issues, including speed, coverage, dropouts, outages. • Exceeded daily KPIs and objectives while delivering exceptional customer experiences. • Troubleshot technical issues via Multi-channels using software such as Zendesk, CRM, Lifemote, SIP Portal, Grafana, and Microsoft Applications. • Assisted in training and mentoring new trainees.

• Effectively managed high call volumes, addressed technical product queries, built strong customer rapport through multi-channel communication, and achieved set KPIs with rapid decision-making aligned to client needs.