With over a decade of experience, I Sr. System Engineer at Verizon with core competencies in AWS Cloud integrations and site reliability engineering (SRE). My mission is to deliver robust, high-availability solutions that align with our organization's culture of innovation and efficiency. At Verizon, my focus has been on transforming our call center operations, ensuring they are state-of-the-art and capable of meeting evolving business demands.Recently, I've led a significant CRM transformation project for all Verizon call centers, integrating Cisco Call Variables to enhance customer interactions. My role encompasses system maintenance for critical applications and driving high availability designs for Redis and RMQ clusters. have effectively improved our same-day resolution rates, thereby enhancing overall customer satisfaction.