• Revitalizing relationships and building the client experience for Workplace by Meta, Quest for Business and Managed Meta Accounts.• Minimizing 3rd party vendor support and building an inhouse customer support team from scratch.• Building a new customer support workflow, KB database, and training process. • Assisting all client support requests, whether it be our core Workplace product to any custom integrations with Google Workplace, Azure, Okta or custom bot integration SCIM and Graph APIs.• Assist in building an in house support team of 14 agents with 24/7 coverage.• Assist in training, creating guidelines and completing performance reviews.• Investigate bugs and reproduce issues reported by clients regarding Workplace by Meta, Quest for Business and Managed Meta Account products.• Work with engineering and product teams to escalate problems when needed.• Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed.

• Built the entire monitoring infrastructure, enabling comprehensive tracking of historical and real-time data for all servers (Windows/Linux/Mac/ARM) monitoring Jenkins, CircleCI, builds while implementing alerts, and self-resolving automated scripts to address common issues.• Worked with teams to design and develop cloud-native applications on AWS, GCP, and Azure.• Designed highly available, cost-effective, and fault-tolerant cloud infrastructures.• Cloud services utilized VPC, EC2, RDS, S3, Lambda, ASG, IAM, EKS, ELB, Route 53, ECS, KMS, and Cloud Watch• Utilize AWS Config and CloudTrail as part of the governance framework to enable compliance, auditing, and troubleshooting of AWS accounts and resources.• Ensured data protection and assurance by encryption with AWS KMS, and Vault• Proactively audit cloud infrastructure for performance, capacity automation, and cost optimization.• Worked with the dev team to design, build, implement, and support CI/CD tools Jenkins, CircleCI, ArgoCD and GitLabs.• Develop Python, Bash, and PowerShell scripts to automate tasks.• Manage all SaaS, and internal business applications, licenses, and accounts for the entire global workforce, ensuring seamless access and collaboration.• Onboarding and off-boarding employees. Accountable for overseeing the procurement, tracking, securing, and monitoring of all IT hardware assets for the entire workforce, Utilizing tools like Drata for compliance, Jamf, and Microsoft Intune for MDM.• Implement employee security regulations to comply with SOC 2 and HIPAA compliance standards, and encryption protocols for all company assets, data, and creating reports to meet with Auditors.• Travel on a global scale, led the construction of on-prem center.

• Designed the 200+ page training guide used to train all Tech Support new hires. Trained and mentored new hires, and shared my knowledge with the team• Go to person for “Red Alert” escalations, utilizing my expert knowledge of our product and system to quickly resolve client issues• Leveraged VPN to SSH, VNC, and VMware to establish private remote access to systems, enhancing efficiency and facilitating seamless administration within our Linux and Windows servers.• Demonstrated expertise in troubleshooting LAN/WAN networks, swiftly resolving connectivity issues, and optimizing network performance, having to diagnose hardware and software issues on our Linux and Windows servers. • Utilized our MDM Cisco’s Meraki to effectively manage and control devices remotely, ensuring seamless integration and centralized administration for all mobile devices.• Utilized a suite of SaaS tools, including ServiceNow, Zendesk, AirCall VoIP, and CRM tools to streamline communication and meticulously document all client affairs.

• The Hospital had an old-school physical system and no real modern infrastructure. I was the only “IT guy”• Modernized the entire infrastructure, and spearheaded comprehensive IT expansion for three VCA hospitals.• Facilitated the setup and ongoing maintenance of internal networks, overseeing over 3000 devices.• Modernized exam rooms to include computers for easy access to patient data and records.• Implementing and administering all management software tools: Covetrus, Google Workspace, ServiceNow, Okta, and managing internal SaaS accounts, providing access and support for over 350 employees.• Established and maintained Windows and Linux servers, and LAN/WAN networks across three hospitals, guaranteeing reliable connectivity and seamless data flow.• Managed entire AWS cloud infrastructure through IaC with Terraform, Terragrunt, GitLabs, ArgoCD, S3Backend, TF Cloud.• Built Containerized applications, Kubernetes clusters and deployed through Infrastructure as Code.• Utilized AWS CloudWatch, EKS, EC2, S3, RDS, ECS, ASG, and Route 53 AWS services. • Developed Bash, and Python scripts for automating tasks.• Developed and implemented a streamlined help desk and ticketing system, significantly improving the management of internal IT requests and enhancing efficiency.• Deployed, tracked, secured, and monitored all IT assets, ensuring comprehensive asset management and adherence to security protocols and HIPAA compliance.

• Led end-to-end build and configuration of Windows, Linux, and Mac servers and systems, encompassing comprehensive tasks from hardware assembly to infrastructure as code to even code review.• Directed project management efforts to ensure timely completion of deliverables, effectively coordinating with diverse teams and ensuring adherence to set deadlines.• Exhibited flexibility and dedication by traveling to various offices, throughout San Jose to San Francisco, as required, to provide on-site support and ensure smooth operations.

• Supported visitors requiring assistance with computer hardware or software, ensuring a seamless experience.• Reviewed, troubleshoot, and resolved issues related to Mac, and Windows computers, Microsoft 365, Adobe, and other SaaS.• Applied a systematic approach by promptly opening tickets for issues that required further attention, ensuring comprehensive tracking and resolution.