• Expediting new customers' adoption of Aurea's portfolio of cloud enterprise solutions through the delivery of an excellent onboarding experience.• Conducted complex analysis and generated detailed reports from multiple data sources, contributing to revenue assurance and strategic decision-making processes.• Level 3 Escalation Manager for Aurea Energy Solutions• Provided Level 3 troubleshooting for Critical Information Systems (CIS) and Electronic Data Interchange (EDI) systems, swiftly resolving unexpected failures and minimizing downtime.• Work closely with clients to investigate and analyze technical customer issues through hands-on involvement, ensuring prompt resolution.• Developed and implemented a new set of quality standards, checks, and long-term solutions to prevent the recurrence of technical issues, leading to improved process efficiency and accurate business rule implementation.• Write and review SQL queries on complex database systems to extract valuable insights and support decision-making processes.• Offer system expertise during requirement gathering, reviewing QA test cases, and creating clear user documentation to enhance process efficiency.• Deploy and provide support for Aurea's portfolio of cloud enterprise solutions to drive and maintain efficient business process automation tailored to customers' unique needs.

• Monitored system performance, identifying bottlenecks, and implementing optimization strategies, resulting in improved system efficiency and reduced downtime.• Provided advanced technical expertise and problem-solving solutions for corporate customers, including issues escalated to the highest level of management.• Ensured a positive customer experience through the delivery of excellent technical support on Trilogy's portfolio of cloud enterprise solutions and enterprise software products.• Maintained a CSAT rating of over 95% by utilizing deep product knowledge and efficient techniques to identify the root cause of client issues.• Collaborated cross-functionally with internal groups, including Product Management, Business Development, Development, and Developer Advocacy, to proactively identify opportunities to enhance user and customer success with SaaS products.• Collaborated with cross-functional teams to design and implement highly available and fault-tolerant architectures.• Used ElasticSearch, Logstash and Kibana (ELK) for maintaining system Logs and Bugzilla for tracking code bugs. • Troubleshooted Kubernetes nodes and scheduling node Restart/Rolling restart based on severity of issue.• Used JIRA to track defects and changes for change management, monitoring tools NewRelic and CloudWatch in different work environments in real-time and container work space.

• Designed and implemented distributed and scalable system architecture utilizing AWS and Azure services, ensuring optimal performance and reliability.• Developed and managed CI/CD pipelines, automating and streamlining build, testing, and deployment processes.• Conducted system monitoring, log analysis, and performance optimization to enhance system reliability and performance.• Ensured strict adherence to security best practices and compliance standards.• Automated processes using PowerShell and Bash scripting languages, improving operational efficiency.• Implemented container-based deployments using Docker, managing Docker images, Docker Hub, Docker registries, and Kubernetes.• Orchestrated backup and restoration processes using tools like tar, CIPO, and dump, and automated job scheduling using At, Cron, and Asnacron.• Collaborated with customers to support service delivery and resolve complex technical issues on the Cloud.• Implemented support solutions using Azure IaaS features such as SSPR, GBL, Access Review, Azure SQL Server, Domain services, LDAPS, etc.• Collaborated closely with cross-functional teams to design and implement highly available and fault- tolerant cloud architectures.• Collaborated with subject matter experts and escalation managers when additional support is needed• Designed, implemented, supported, maintained, and monitored virtual machines' performance and utilization.• Managed the deployment of Virtual Private Networks, including Point-to-Site, Site-to-Site, and Express Route configurations.

• Collaborated with Cross-functional Teams:  such as data engineering, business Units to ensure a holistic approach to collaboration on data collection strategies, validating findings, and providing analytical support for specific projects and initiatives.• Created and maintained data pipelines, guaranteeing consistent data flow for analysis by collaborating with the data engineering team.• Cleaned, preprocessed, and transformed raw data into usable formats, improving data quality and reliability.• Conducted statistical analysis to identify correlations, trends, and opportunities for process optimization, leading to actionable insights.• Produced visually appealing reports and dashboards using data visualization tools (e.g. Looker, Tableau, Power BI, Metabase) to effectively communicate insights to management.• Developed and maintained automated reports using SQL queries and visualization tools, reducing manual data extraction efforts by 30%.• Collaborated with the team to identify key performance indicators (KPIs) and created interactive dashboards to monitor and report on KPIs.

• Responded to and resolved technical support tickets addressing a wide range of software issues, ensuring minimal downtime and high user satisfaction.• Implemented and maintained computer systems, performing routine updates, and optimizations to ensure optimal performance and reliability.• Diagnosed and resolved network connectivity issues, minimizing downtime and enhancing productivity• Collaborated with cross-functional teams to plan and execute IT projects, resulting in process improvements and system upgrades that increased efficiency.• Installed, configured, and maintained operating systems and software applications, ensuring up-to-date security patches and optimal functionality.• Conducted regular system backups and implemented disaster recovery procedures to safeguard critical data, ensuring business continuity.• Collaborated with IT team members to develop and update IT documentation, including standard operating procedures and knowledge base articles.

• Provided technical support to end-users, promptly diagnosing and resolving hardware, software, and network issues, minimizing downtime and disruptions.• Assisted in the deployment and management of operating systems, software applications, and updates, ensuring a secure and up-to-date IT environment.• Collaborated with cross-functional teams to implement IT projects, contributing to the enhancement of system performance and efficiency.• Conducted regular system audits to identify vulnerabilities and ensure compliance with security standards, implementing necessary measures to mitigate risks.• Assisted in creating and updating IT documentation, including user guides, troubleshooting procedures, and knowledge base articles, improving overall support efficiency.• Maintained network banking software for tellers at all branches in the city, ensuring seamless operations and security.