• Delivered comprehensive technical support to users, ensuring efficient troubleshooting and resolution of hardware, software, and network issues, enhancing overall user productivity.• Spearheaded the installation, configuration, and repair of hardware and software systems, minimizing downtime through proactive maintenance and issue resolution.• Managed and prioritized helpdesk tickets using SolarWinds, consistently adhering to service level agreements (SLAs) for timely support.• Trained and guided users in resolving common IT issues, and developed documentation for self-service solutions to improve user autonomy.• Collaborated with cross-functional teams to assess user needs, providing technical recommendations for hardware and software purchases to optimize company resources and infrastructure.• Implemented network and system monitoring tools to proactively detect and address potential issues, contributing to system stability and reliability.• Assisted in developing and maintaining IT policies and procedures related to data security, network access, and user account management.

• Gained practical knowledge of customer support workflows, ticketing systems, and best practices for IT support services.• Gained hands-on experience assembling computers, installing operating systems, and troubleshooting software and hardware issues as part of comprehensive technical support training.• Mastered the fundamentals of modern computer networking, including TCP/IP, DNS, DHCP, and cloud computing services, with practical applications in network troubleshooting.• Developed advanced knowledge of Windows and Linux operating systems, including managing users, permissions, software, and system processes through both GUI and command-line interfaces.• Acquired system administration skills, configuring infrastructure services like Active Directory, OpenLDAP, and cloud resources, ensuring effective multi-user IT environments.• Mastered the use of various system administration tools such as Linux shell commands and PowerShell.• Strengthened IT security expertise by learning how to implement encryption, authentication, and authorization techniques, and how to design multi-layered security systems to protect organizations from digital threats.• Learned to identify and troubleshoot security issues, including malware, ransomware, and phishing attacks.

• Static Website Deployment: Hosted a secure, scalable website on AWS S3 with CloudFront, optimizing delivery speed and ensuring low-latency performance globally.• High-Availability Web Application: Deployed a highly available web app using CloudFormation to manage autoscaling EC2 instances, load balancers, and RDS, improving fault tolerance and scalability.• Kubernetes Microservices Application: Containerized and deployed a multi-service app on AWS EKS using Helm charts, simplifying scalability and ensuring easy updates to production.

• AWS Infrastructure as Code: Automated the deployment of cloud environments using CloudFormation, including VPCs, security groups, EC2, and RDS, following least-privilege security principles.• CI/CD Automation: Designed and built CI/CD pipelines using GitHub Actions, automating build, test, and deployment processes for scalable cloud applications.• Containerized Deployments: Managed Dockerized applications at scale using Kubernetes and AWS EKS, employing Helm charts for production workloads and seamless scaling.• Cloud Security: Implemented IAM roles, security groups, and encryption to secure cloud resources and protect sensitive data.• Content Delivery Optimization: Improved application performance and scalability by managing AWS S3, load balancers, and CloudFront for efficient content distribution.• Monitoring & Troubleshooting: Established monitoring and logging with AWS CloudWatch and CloudTrail, identifying issues proactively and reducing downtime.

• Played a key role in the deployment, maintenance, and optimization of data center infrastructure, ensuring reliable operation of critical systems supporting global users.• Installed, configured, and monitored hardware and software systems, identifying and resolving performance bottlenecks and hardware issues to maintain high system availability.• Implemented automated monitoring solutions to track the health and status of servers, storage, and networking equipment, improving proactive issue detection and system performance.• Collaborated with cross-functional teams to ensure data center security and availability, adhering to security protocols and protecting sensitive information.• Assisted in upgrading and scaling data center infrastructure, contributing to the successful deployment of new systems and expanding processing capacity.• Documented processes and provided training for new technicians on data center operations, improving team efficiency and streamlining onboarding.