• Accountable for overseeing production infrastructure consisting of 3 data centres and AWS and Azure clouds for the company that provides e-commerce and master data management (MDM) services to prominent global brands• Monitor and analyze the day-to-day activities of the Linux and Windows operations systems and components• Develop and optimize monitoring systems and tools for 500+ templates and over 2,500 virtual and physical servers• Support various technologies such as Zabbix, Grafana, NewRelic, Pingdom, and OpsGenie• Report to the Director of System Engineering and bestow insights to inform strategic planning and direction • Review system alerts, assess recurring trends, and identify and address areas in need of improvement• Conduct inspections of the production environment to confirm applications and processes are working properly• Offer subject matter expertise to the Senior Directors and contribute to the planning and execution of initiatives• Work closely with clients to understand needs and investigate and rectify escalated issues or complaints Key Achievements:✔ Reduced weekly alerts by over 50% by formalizing the naming convention for all tools✔ Standardized the triggers, metrics, and points within the templates to minimize confusion✔ Consolidated 3 monitoring tools into 1 after the Pivotree merger to improve efficiency✔ Integrated the discovery and auto-registration functions on Zabbix to streamline the host configuration process ✔ Offered insight and advice on formulating new guidelines for how level 1 support teams respond to priority alerts✔ Spearheaded the validation process for the implementation of a new firewall in the data centre for a large account

• Sustained the internal network, systems, and data availability and integrity through preventative maintenance and upgrades for the company that specializes in architecting, integrating, and automating hybrid infrastructures• Oversaw the racking and stacking operations for 6 server racks located at the head office and off-site data centre• Managed the phone system, network, internet, email, and connectivity for the in-house team and telecommuters• Led the deployment, support, repair, and upgrade of all hardware and software solutions across the business • Controlled, configured, and updated the VMware platform to guarantee system availability and reliability • Defined and instituted company policies, procedures, and standards for preserving data integrity and security• Served as the main contact for major technical issues such as power outages, system failure, and disaster recoveryKey Achievement:✔ Designed and integrated multiple new networks and spearheaded several proof of concept (PoC) projects that enabled the company to enter untapped sales markets and expand the scope of product and service offerings

• Provided technical support to end-users across the world on their automated call distribution phone software • Responded to incoming calls, gathered information, answered inquiries, and explained technical concepts • Performed troubleshooting to fix problems related to connectivity, RF signals, towers, and turbo hubs and sticks• Supervised and coached up to 10 team members in their daily operations during the absence of the Team Lead • Devised and delivered training programs to educate team members on customer interactions and best practicesKey Achievements:✔ Recognized as the 5th fastest grower among 200+ Technical Solutions Agents by consistently meeting and exceeding all performance expectations for average call times, customer satisfaction, and first call resolution