Sheldon K. Email and Phone Number

I am responsible for leading, designing, implementing, and managing cloud-based solutions that meet the strategic and operational needs of an organization by engaging with clients & stakeholders, working in cross-functional teams, to understand business drivers, assess application portfolios, and design reliable, scalable, efficient, and cost-effective strategies & solutions leveraging cloud services and industry best-practices.

Developed employee career progression plans, guiding technical training or coaching initiatives to foster professional growth, and oversaw project management for 2023 strategic direction. Implemented automation solutions to enhance new employee onboarding for Managed Services customers.● Achieved a 100% renewal rate for a $10 million Monthly Recurring Revenue (MRR) portfolio, comprising 60% Azure and 40% Private Cloud services, while teaching technicians, administrators, and Level 3 engineers.● Slashed closure rate from 18 days to 1.2 days and decreased response time from 18 hours to 1 hour, achieving a remarkable reduction in all ticket KPIs and reflecting significant enhancements in SLA compliance.● Delivered performance advancements by guiding and inspiring a team of 22 direct reports through meticulous KPI management.● Drove 70% of employees to earn AZ104 certification and motivated administrators to achieve expert-level certifications post-leadership transition.● Executed a new ticketing system that improved customer satisfaction by streamlining processes and reducing response times.

Governed team activities, including incident response, troubleshooting, and continuous improvement initiatives, to maintain the high availability and reliability of cloud services.● Empowered Level 1 tech in overcoming technical roadblocks and served as the secondary escalation point for stagnant or high-priority issues.● Implemented best practices for cloud resource allocation, cost optimization, and security protocols, driving efficiency and reliability across cloud operations.

Acquired by Cognizant

Led technical training sessions for groups exceeding 30 attendees, covering product usage and best practices. Crafted technical training content and internal processes aligning with the sales cycle and product implementation. Deployed load-balanced and highly available monitoring infrastructure solutions for customers by troubleshooting Linux, Windows, and network environments to ascertain optimal performance and implement third-party integrations into OP5 Monitor utilizing APIs for enhanced functionality.● Increased client engagement and product understanding by conducting technical demonstrations for enterprise-level customers, effectively showcasing the capabilities of OP5 Monitor, Log Analytics Solution, and Capacity Planner.● Attained in-depth understanding of customers' unique technical requirements, leading to the design and delivery of tailored implementation solutions that precisely met needs of the clients and ensured seamless integration of products and services.● Engineered migration strategies from various monitoring solutions to OP5 Monitor to ensure seamless transitions.● Transitioned strategies from lead flow to inside sales and account-based marketing in collaboration with the marketing team, while conducting comprehensive analytics on closed/loss and closed/won opportunities to discern sales trends and enhance strategic refinement.

Managed end-to-end administration of SolarWinds, including NPM and NCM functionalities for infrastructure management, while incorporating custom monitoring solutions tailored to organizational needs. Employed Cisco Live Action for network optimization and analysis, alongside DNS administration through the Infoblox platform.● Supported 700+ stores across the US, while conducting network monitoring and resolving issues with Cisco 4300's deployed in HSA.● Deployed expertise in CUCM, settled issues with IP phones, handling Cisco Unity operations.● Diagnosed arising technological glitches with Palo Alto firewalls and configured security rules using the Panorama management platform.

Executed upgrades to enhance the NPM platform and SAM modules, while performing detailed analysis to determine the root cause of the outages. Implemented critical code upgrades on SolarWinds infrastructure aimed at elevating system security to version 6.24 and incorporated SolarWinds logins from Local to Active Directory across four distinct environments.● Implemented agent-based and agentless monitoring solutions for Linux/Unix and Windows environments, utilizing JMX, Custom Script, Port, Application, URL, and Hardware monitors.● Developed analytical reports to track SLA KPIs for the availability of applications and systems, alongside setting up alerts for proactive issue detection.● Detected emerging issues and captured them before escalating into widespread outages by leveraging the SolarWinds platform.● Collaborated with virtual teams spanning global locations to achieve project objectives on time.

Delivered help desk assistance and AD support to a workforce of 5,000+ employees, encompassing tasks such as administering Active Directory, evaluating user rights, and adhering to compliance approval procedures. Utilized SolarWinds NPM for network administration and SCOM for network monitoring, and oversaw the performance of system infrastructures.● Reduced overtime callouts, enabled remote equipment reboot capabilities, and mitigated downtime risks by crafting and devising UPS monitoring solutions across remote sites for the company.● Led IT infrastructure outages within the organization, driving the outage process and delivering transparent updates to stakeholders.● Collaborated with the SCADA team to resolve issues related to Moxas and guide the NOC in first-level triage, while contributing towards the maintenance of SCADA system uptime through UCOS and OVISION.● Deployed corporate and SCADA Microsoft patches to servers via SCCM, alongside collaborating with the SCCM admin on constructing a new SCCM DEV environment.● Automated UC4 job scheduling for various application groups, including GIS and Business Intelligence.● Performed networking tasks, encompassing configuration adjustments and troubleshooting of T1 to DS-3 circuits, as well as Cisco ASA firewalls, switches, and routers.● Located and mapped the company’s remote sites to identify critical location-specific Cisco switches requiring SNMP configuration for monitoring by using NetBrain.