● Actively held an integral part of a team responsible for all infrastructure, security, and deployment of operations with Amazon Web Services (AWS) for production and non-production environments.● Contributor to infrastructure architecture and design for building secure, highly performants, resilient, scalable, extensible, maintainable, and highly available software solutions, with ever-increasing automation.● Contributor to application uptime commitment, including defining and deploying system for metrics, logging, monitoring, and alerting.● I used extensive metrics, to identify issues before they impact end users, including establishing and reducing MTTD and MTTR.● I help establish a complete monitoring and alerting strategy for all critical aspects of the flagship application to ensure SLA’s and configure meaningful proactive notifications of possible issues for all systems.● I assisted in designing platforms for reliability metrics and ensured that our productions SLAs are measured, monitored, and met. ● Collaborated closely with Application Development to identify opportunities which continually mature our deployment processes, both for infrastructure and code.● Owned the change management procedures and controls for our Production environment. ● Created a change management system using Jira to integrate Jira tickets with change management to monitor all code releases in production.● Contributed to Infrastructure as Code (IaC) utilizing Terraform and Azure DevOps. ● Help drive operational excellence through better documentation, refined processes, and measuring results. ● Contributor to configuration and management of our software defined networking capabilities including VPCs, firewalls, and routing. ● Continuously improve our tooling by researching new technologies, producing POCs and utilizing methods for process improvement.

● Led a team of Production Support cloud engineers in providing support for the production environment. ● Created documentation for Incident Management that allowed Engineers to troubleshoot, find root cause, and resolve the issue. This helped reduce the overall SLA’s breach times for both Incident response and Incident resolution.● Handled the role as scrum master to ensure that the team followed agile practices and delivery of projects on given timelines.● Created incident related performance analysis and reporting for review by IT management to include agile teams’ performances, SLAs, and incident management● Working knowledge of terraform for cloud infrastructure, cloud monitoring, and integration of Incident creation via ServiceNow.● Monitor and measure team performances and train in respective areas as needed to excel resource performances and help grow professionally into a stronger and more efficient team. ● Monitored and assess status of critical systems services reporting performance and server health via Logic Monitor, Big Panda, Splunk, and CloudWatch.● Involved in complete SDLC life cycle - Designing, Coding, Testing, Debugging and Production Support.● I spearheaded automation project, identifying trends and potential problem with manual activities, converted them to automation to reduce human error.● Mange changes through internal systems with ServiceNow ticketing system and rotate with 4 people to facilitate on call support. ● Assists with the updates and the creation of runbook work instructions, checklists and various other documents under Quality management, Problem Management, Incident Management and document control. This helped lower our MTTR by 75% and increased our MTTD by 50% in 3 months. ● Actively participate in release management by providing production validations and the removal of test loans in production. ● Managed and built AWS components via terraform (ie; EC2, ECS, S3, Glue Jobs, Crawlers, and CloudWatch alerts

Managed 3 development teams with ~5-10 engineers each, with focus on content ingestion and transformation. These teams are instrumental in developing software for loading full text content and metadata into our document systems.Worked directly with product owners and business representatives to provide business solutions from inception to operation.Ensured that the whole teams owns the quality of the products we produce and maintain a balanced mindset across the engineering disciplines involved in delivering those products according to the ‘definition of done’.Acted as a servant leader to a team or a team of teams so that they are enabled to maximize the value they can deliver to the business.Led accountability, autonomy, and empowerment within your teams and manage the appropriate boundaries to achieve the result of having self-directed work teams.Lived the principles behind the Agile Manifesto and SAFe framework in all interactions and equip the team to do the same.Currently hold a high level of technical background to provide highly-credible leadership to development teams and to be able to accurately and objectively evaluate complex project risks and issuesManaged the full project management life-cycle for teams supporting quickly moving programs supporting development, operations, and analytical/dashboard's functionsRecommends information technology and team execution strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirementsContinuously seek enhancements that improve the cross-functional team’s processes, regarding timely achievement of product delivery goals, and leverages support from all cross-functional team members to implement these improvementsJointly responsible with QA, Development, Data, IT, Client Services, and Implementation teams for the QA SIGN-OFF notification, when all Sprint product release testing has been completed.

• Provided technical Production Support Management for large complex infrastructure in AWS• Proactively monitor overall production support, resolving risks and issues and initiating corrective action plans as appropriate using SolarWinds, New Relic, PagerDuty, and ServiceNow.• Provided regular communication to management and stakeholders of production support status for your infrastructure, including risks, issues and mitigations• Worked across multiple time zones and offshore Engineers along with infrastructure areas support teams to ensure high level of support service. • Analyzed complex problems/situations and to propose simple solutions• Communicated complex technical issues to business users in a language they understand• Managed a workload which is subject to changing priorities and demands• Created and maintain a knowledge base to ensure that knowledge transfer takes place within the team on SharePoint and OneNote. • Partnered with Engineering solutions and participate in projects implementation for Production• Partner to coordinate efforts to identify root cause and reduce faults.• External data center services vendor management• Facilitated and involved with Change Control Board on upcoming Production changes.• Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.• Continuously improve and develop systems to proactively monitor the infrastructure we manage.. If necessary, writing scripts to simulate a user experience on websites.

• Provided expert, hands-on support with product installation, configuration, and troubleshooting in client production environments.• Researched, diagnose, troubleshoot and identify solutions to resolve issues encountered during product installation or upgrades.• Followed standard procedures for proper escalation of unresolved issues to the appropriate internal teams.• Interfaced with third-party offshore support to provide RCA for outages and production stability.• Interfaced with engineering teams for level 3 support issues• Author and maintain documentation associated with processes and procedures (run books). Along with technical documentation (such as installation notes) and contribute to the knowledge base maintained by the Support organization.• Implemented and support automated and/or manual monitoring of production systems to ensure all applications and processes meet their SLA• Researched and resolve any production issues escalated to the team via CRM cases or Service Now Incidents. • Provided research and data query requests needed by Customer Call Center and/or business staff• Documented application information, disaster recovery information, and procedures in SharePoint• Identify and implement process improvements• Provided support and validation of Production, UAT, and Production Support migrations, as well as for server and middleware patching

• Designed and implement network solutions to support a wide variety of business applications.• Contributed to research and evaluation / recommendations of new technologies.• Collaborated with peers to proactively identify potential issues and areas of improvements in existing network environment.• Maintained detailed documentation for IT infrastructure.• Provided third level of support troubleshooting issues affecting our network.• Assisted in the execution of designs, including infrastructure and configurations.• Leveraged infrastructure technology to develop and/or redesign solutions• Worked with the application areas and lines of business to provide technology solutions to support business needs.• Build, leverage, and maintain effective alliances across technical and business communities to achieve efficient and effective results• Multi-task and/or prioritize according to business priorities and production availability requirements• Presented findings, updates and recommendations to all levels of management, up to and including C level executives• Gaining industry experience and exposure to seed new ideas with respect to the company’s best interests• Trained and led a group of Engineers to accurately execute projects for Whole Foods Market. • Mentored and Coach New Engineers on the procedures and timelines to ensure projects were executed on time.

• Responsible for owning and managing all day-to-day maintenance, system administration, and performance engineering of the Digital Life Platform Troubleshoot and manage LAN/WAN in a Global environment. • Responsible for the uptime and availability of the Digital Life application, Xanboo and Security Business Net which reside on servers located in data center.• Provided proactive and reactive fault management of the Digital Life Network and support application for AT&T’s corporate initiative to deliver Home Security and Home Automation Provided basic troubleshooting on routers, switches, firewalls, riverbeds, proxies.• Led technical troubleshooting, root cause analysis, work around identification, outage management, testing and implementation of fixes and change management activity Experience with Network Monitoring Tools• Supervised any work performed on the platform and work closely with engineering, ATS, and vendors for any upgrades or enhancements. • Led and assist with various projects technical in nature that address architectural gaps, product evolution, planning initiatives and coordination between internal and external groups including vendors• Solve unique problems through evaluative judgment and precedent. Independently applied sophisticated analysis in evaluation issues and develops new concepts, methods and techniques for cross-functional initiatives.

• Performed highly effective event and fault management of the firm's network infrastructure for the Americas, EMEA, and Asia Pacific regions through the Smarts NMS (Network Management System). • Troubleshoot and manage LAN/WAN in a Global environment. • Mitigate potential or current business impact by taking immediate action in response to NMS alerts while operating within GNCC standard procedures. • Troubleshoot and manage Load Balancer, Citrix Netscaler, Firewalls, and VPN's• Provided basic troubleshooting on routers, switches, firewalls, riverbeds, proxies.• Provided troubleshooting to provide SPOF (Single point of failure), provide basic configuration on routers and switches.• Experience with Network Monitoring Tools• Troubleshooting STP, RSTP, MSTP, VLAN, MPLS in Switches and Layer 3 Switches• Troubleshooting OSPF, BGP, EIGRP, VLANs, ACL in Routers.• Troubleshoot Riverbeds and Accelerators• Configured switches and routers during failures.

• Accurately log, ticket, and own/escalate incidents resulting from infrastructure events.• Provided accurate, timely, and professional documentation on all supported issues.• Provided a high level of professionalism and customer service.• Follow up on all incidents in a timely and professional manner.• Quickly identify and escalate high-priority issues within established response times.• Accurately triage/assign/escalate tickets following standard operating procedures.• Efficiently and accurately resolve all assigned incidents.• Identify and document incident resolution and support knowledge base.• Complete all assigned duties in a timely and accurate manner.

• Handled incoming end user helpdesk support requests via Remedy Ticketing System. • Provided exceptional customer service through strong technical skills and excellent communication. • Perform break/fix to Windows desktops and laptops along with wireless devices.• Created, deployed, and managed desktop system images using Ghost Image.• Utilize Active Directory to add/remove users, modify permissions, add/remove email groups, and adding hardware.• Troubleshooting and managing VPN tunnels, and Firewalls• Granted access, modified profiles, upload, and downloaded files in SharePoint.• LAN/WAN administrator• Troubleshoot MS Exchange and Active Directory