Steve Marquez Email & Phone Number

Austin, Texas Metropolitan Area

Promoted to Senior Site Reliability Engineer, continuing to leverage my expertise in reliability engineering while leading the modernization of VROL runbooks, developing teaching curricula, and overhauling software architecture diagrams. My consulting focus includes designing critical data flow diagrams for troubleshooting, empowering teams with the tools and knowledge to succeed.Key Accomplishments:➢ Define SLI, SLO, SLA and IT strategy with Senior Leadership to attain 99.99% system reliability and Tier 0 application rank➢ Introduce application Wiki by consolidating team knowledge dumps, reducing work request resolution timings by 40%➢ Decrease major incident troubleshooting time by 30% by authoring standard operating procedures on systems outages➢ Expedite team contribution for new hires by 50% by designing knowledge transfer curriculum and learning aid diagrams➢ Create quarterly presentations for executive leadership highlighting system metrics and achievements for a team of 28➢ Coach reliability engineering teams on best practices for technical documentation on Confluence and Gen AI adoptionTools: Confluence, Photoshop, Visio, Figma, Canva, Generative AI

Austin, Texas, United States

Managed the observability, reliability, and availability of Visa Resolve Online, a Java-based digital payment and dispute processing application used by Issuer and Acquirer banks globally. Effective coordination with infrastructure teams, third-party vendors, and Development teams were crucial in maintaining our clients’ SLAs during ongoing issues.Key Accomplishments:➢ Facilitated dispute resolution platform using performance monitoring tools to enable 200+ countries and territories ➢ Resolved over 500 incidents yearly through deep analysis of software architecture layers to ensure business continuity➢ Articulated issue root cause and solutions for stakeholders, resulting in a 20% increase across client satisfaction surveys➢ Overhaul observability posture by identifying inefficiencies in monitoring systems, resulting in 25% fewer false incidents➢ Coordinated and documented resolution of critical P0/P1 systems outages with team leads for post-mortem summariesTools: Splunk, Grafana, Catchpoint, Jira, Elastic, CloverETL

Austin, Texas Metropolitan Area

Promoted to Senior Infrastructure Analyst, expanding support for State Welfare Agencies across entire product portfolio. Leveraged previous expertise to maintain and optimize systems while leading initiatives in systems migrations, technology audits, and disaster recovery planning. Acted as a liaison to senior leadership and stakeholders to ensure strategic alignment and project success.Key Accomplishments:➢ Maintained payment systems for entire client portfolio of state agencies, facilitating services for 100+ million customers ➢ Led calls with leadership to uphold transaction processing integrity during financial disbursements worth up to $1 billion➢ Coordinated cross-functionally to execute systems migration project and achieve downtime of <6 hours from 8 hours➢ Authored disaster recovery execution steps based on lessons learned from testing, reduced production downtime by 1 hour➢ Facilitated workshops and mentorship for new hires with a focus on system architecture and troubleshooting processes

Austin, Texas Metropolitan Area

Joined Cognizant as an Infrastructure Analyst, completing two months of intensive training in Enterprise IT Infrastructure, including Oracle Database Administration, Red Hat Enterprise Linux, Application Services, and Cisco Networking. Secured Federal Adjudication Clearance to support and administer a Public Sector digital payment system for Social Security beneficiaries.Key Accomplishments:➢ Administered Electronic Payment Card systems owned by the U.S. Dept. of Treasury to support 59+ million cardholders➢ Deployed over 72 application builds and configuration changes into production environment without error or rollback➢ Liaised with call center team to implement procedures for incident troubleshooting; resulting in 15% less on call bridges