• Collaborated with cross-functional teams to identify operational growth opportunities and engineer strategic solutions. Implemented automation processes, fostering team cohesion and providing much-needed guidance and directions.• Implemented IT policies, processes, and reports to ensure alignment and create predictable outcomes.• Directed a successful migration of the VM network from one backend system to another, enhancing system efficiency and reliability.• Achieved significantly reduced VM provisioning times and supported mass OS upgrades, improving operational agility.

• Led a high-performing technical support team in building and deploying products, systems, and tools, ensuring exceptional customer experiences within LaaS, PaaS, and SaaS environments.• Functioned as an escalation point, managing key relationships with development engineering teams.• Collaborated with cross-functional teams to find operational growth opportunities and develop strategic solutions.• Provided regular updates to leadership on critical escalations and team performance.• Implemented IT policies, processes, and reports to ensure alignment and predictable outcomes.• Supported engineers on customer calls, overseeing critical issues and fostering team growth.

• Led and managed a high-performance team responsible for building, deploying, and managing AWS infrastructure, architecture, and DevOps solutions, including networking, storage, containers, and Kubernetes within a complex distributed system.• Functioned as the escalation point for critical customer issues, ensuring timely and effective resolution.• Provided regular updates to leadership on team performance and customer feedback.• Advocated and implemented modern software development practices to drive revenue growth and enhance customer satisfaction.• Developed and supported key relationships with engineering and development teams.

• Led the DevOps strategy as a subject-matter expert in building, deploying, and managing DevOps solutions and CI/CD pipelines to advance customer business goals and drive competitive advantage.• Functioned as an escalation point for critical customer issues, ensuring swift and effective resolutions.

• Led the platform engineering team, guiding the vision and roadmap to maximize technology modernization, infrastructure improvements, and bottom-line growth.• Promoted a culture of continuous improvement and influenced executives to adopt breakthrough technologies to stay ahead of the competition.• Provided comprehensive planning, scope definition, and execution to implement and manage advanced technology solutions.• Functioned as an escalation point for critical technical issues, ensuring swift resolution and continuous support for engineering teams.

• Spearheaded DevOps strategy as a subject-matter expert, focusing on customer deploying, and managing DevOps solutions and CI/CD pipelines to drive customer business goals and competitive advantage.• Functioned as an escalation point, managing continuous delivery systems and methodologies on AWS.• Implemented development, testing, automation, and infrastructure tools to enhance operational efficiency and support critical customer issues.• Designed and implemented infrastructure solutions, resulting in a $5 million} revenue increase.

• Mentored and trained junior engineers in troubleshooting techniques and best practices, enhancing team productivity and technical ability.• Managed customer escalations with a focus on delivering exceptional service, achieving a 95% customer satisfaction rate in post-incident surveys.• Conducted root cause analysis for recurring issues, driving the implementation of long-term solutions and reducing incident recurrence by 50%.• Maintained and updated technical documentation, ensuring knowledge transfer and process consistency across the support team.

• Conducted thorough root cause analysis on recurring DSL issues, implementing preventative measures and reducing incident rates by 30%.• Trained and mentored junior support engineers on advanced troubleshooting techniques, contributing to a 20% improvement in first-call resolution rates.• Collaborated with cross-functional teams to improve support processes and customer experience, resulting in a 15% increase in customer satisfaction scores.• Managed customer escalations focused on providing exceptional service and prompt updates, supporting a prominent level of customer trust and loyalty.• Aided in the build of the NOC and ways to reduce costs but support the integrity and security of NOC assets.