Rut P. Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Oakville, Ontario, Canada

• Analyze and troubleshoot complex technical support incidents and problems for our clients.• Document, implement and test changes in accordance with Change Management procedures.• Pick up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.• Monitor and analyze customer’s environments, providing recommendations for continuous improvement and optimization of technology investments.• Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.• Maintain and improve technical documentation associated with supported client environments.• Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.• Provide necessary training to clients and internal teams on design considerations, cost optimization, and security & governance on Google Cloud platform.• Create infrastructure configuration scripts using tools such as Deployment Manager and Terraform.• Designing architecture and holistic cloud solutions with focus on cloud migration and data center modernization backend by data-driven insights.• Help create strategic cloud roadmaps or initiatives that really move the needle with our customers.

Ontario, Canada

• Primary Onboarder of adding new customers to monitoring and support.• Trained & mentored newly hired engineers on day-to-day tasks and processes.• Coordinated with engineers to perform root cause analysis of major incidents and recurring problems; develop and implement continues service improvements.• Worked with client relationship managers and customers to understand their requirements and improve service delivery.• Provided trainings to the team, created, and updated technical documentation, policies, and procedures.• Implemented documentation handbook which details operational step-by-step procedures.• Analyzed customer’s environment on quarterly basis, work with client relationship managers to provide recommendations for continuous improvement and optimization during Quarterly Business Reviews.• Worked with various teams on projects to develop and implement new solutions such as BaaS, monitoring health check reports.• Monitored large number of customer environments simultaneously. Troubleshoot technical support incidents and problems for clients.• Responsible to all alerts within the Service Level Agreement.

Toronto, Ontario, Canada