•Delivered advanced troubleshooting for DNS/DHCP/IPAM issues across BlueCat products and plugins, ensuring system reliability and uptime.•Diagnosed and resolved SOAP and REST API issues, optimizing API integrations for global clients.•Managed high-severity network incidents, resolving critical failures for enterprise clients.•Simulated production environments to replicate issues, ensuring precise bug identification and effective fixes.•Collaborated closely with engineering, product management, and customer success teams to streamline issue resolution.•Deployed and supported BlueCat DDI solutions in private and public cloud environments (vSphere, AWS, Azure, GCP).•Led the installation of server upgrades and security patches to maintain optimal security and performance.•Owned customer issues end-to-end, from root cause analysis to final resolution.

•Supervised and audited new site construction in Southern California, ensuring adherence to standards for fiber, Ethernet, and power management.•Led quality audits for MDF and IDF systems, identifying issues and directing remediation for non-compliant installations.•Ensured network reliability through rigorous post-build inspections and collaboration with site teams.

•Delivered tier 2 support for Amazon Fulfillment Centers, resolving network, hardware, and systems issues across 40+ locations.•Led critical incident management during high-severity events, minimizing downtime and ensuring swift issue resolution.•Managed infrastructure changes, planning, executing, and mitigating risks for network and system updates.•Trained and mentored IT teams, ensuring consistent SLA performance and developing staff capabilities.•Coordinated regional technical projects, improving system reliability and operational efficiency.•Maintained systems availability, ensuring seamless production during operational hours.•Spearheaded the creation of policies, processes, and procedures to optimize IT operations.•Reviewed and approved technical infrastructure changes for 40+ Amazon sites, ensuring compliance with standards and minimizing operational risks.•Assessed potential risks and provided feedback on proposed changes, safeguarding the integrity of IT operations.•Enforced company policies on all infrastructure modifications, rejecting high-risk or non-compliant changes.

•Troubleshot and maintained thin clients, PCs, laptops, scanners, and Zebra printers to ensure operational efficiency.•Managed inventory and performed repairs, contributing to streamlined asset management and equipment readiness.•Ensured proper cable management, improving infrastructure reliability and organization.

•Monitored and maintained server infrastructure for Beaumont Police Department, ensuring system uptime and data integrity.•Provided IT support for department staff, resolving computer, network, and printer issues efficiently.•Managed Active Directory, configuring user accounts and permissions, and supporting network and hardware setups.