• Operational and infrastructure SME for multiple product lines in global SaaS application suite• Led ongoing cost-optimization efforts resulting in significant year-over-year savings• Created monitors and dashboards to track SLI/SLO and identify errors and performance issues• Advised on network design and cross-account policy in multi-account AWS environment• Identified and resolved issues in complex distributed systems• Contributed to CI/CD pipelines and resolved automated deployment issues• Advocated for system stability and reliability as business priorities• Led incident response process from identification through root cause analysis• Planned and led disaster recovery and business continuity exercises• Created and contributed to automation for managing infrastructure using IaC• Built tooling in Python and Bash to improve operational efficiency and deliver custom functionality• Trained and mentored team members• Refined existing processes to improve efficiency and defined new processes• Created clear and concise documentation of systems and processes• Contributed to compliance efforts to meet PCI, SOC2, ISO 27001 and FedRAMP moderate standards

• Senior Technician for over 10 years• Managed datacenter, network and colocation operations• Virtualized internal infrastructure• Designed, built and deployed bare-metal and virtualized solutions• Monitored, analyzed and optimized systems to ensure performance and availability• Provided managed and professional services for clients and resellers• Managed IaaS and PaaS offerings• Set policies and procedures, trained IT staff and maintained technical documentation

• Provided hardware/software support for workstations, printers, A/V and mechanical equipment• Administered Active Directory• Provided detailed technical and procedural documentation• Deployed new hardware/software• Managed inventory and assets

• Led Wholesale Support team• First Line and escalated Technical Support for ADSL, cable, VOIP, dial-up and related applications• Set policies and procedures for wholesale and reseller support• Primary technical reference for over 30 independent ISPs• Addressed advanced networking and technical issues related to ADSL, dial-up and cable technologies• Network monitoring• Managed wholesale support team to ensure that resellers' technical issues were addressed in a timely fashion• Trained team members