◾Provided leadership and guidance to team of software engineers in 24x7x365 application support for Credit Card Disputes Management System running on Google Cloud Platform that globally manages disputes (chargebacks) through entire dispute life-cycle for all major Credit Card brands and is used by merchants and acquirers globally and internally by Analysts in Operations Team, Application/Customer Support Team and various other internal Employees◾ Maintained applications on high availability clustered servers on Google Cloud using Google Cloud Products such as Compute Engine for VMs, Kubernetes containers, SQL Server DB, BigQuery for Data Lake, Pub/Sub messaging, Apigee for API management, Cloud Scheduler for cron jobs, and Google Cloud Operations Suite for logging, monitoring, tracing services, and error reporting◾Maintained high system availability by monitoring application functions by implementing various health-checks and alerts using tools like logic-monitor, Splunk, various GCP Services, and internally developed alerting tools and dashboards to quickly respond to issues and mitigate them before becoming outages◾Maintained continuous system integrity by adhering to strict Change Management rules and keeping compliance with security standards and policies of international banking industry using Service Manager◾Performed daily monitoring and validation of dozens of incoming Credit Card Brand files containing hundreds of credit transactions and making multiple SQL queries to determine status of transactions and manually reprocessing records as necessary◾Created and maintained support tools and automation scripts to pro-actively identify and resolve potential problems and avoid outages.◾Investigated incidents reported through service manager tickets and performed root cause analysis todetermine whether to close ticket or open defect, and finally close the resolution loop by implementingdefect fixes by installing code releases using change mgmt process

DESKAN Restoring Hope is a charity with the aim of providing social services, education, counseling, clinical services and general assistance to minorities and other underprivileged communities. I volunteer my time and computer skills to help create the DESKAN Semiannual Newsletter.

The Georgia Latino Alliance for Human Rights (GLAHR) educates and organizes the Latino community in Georgia to defend and promote their civil and human rights. As a volunteer canvasser I would visit Hispanic households in Georgia and talk to them about the importance of voting in the Presidential, Senatorial and Local Elections. I would explain how their vote will influence the political evolution of this country, and it is our duty as United States Citizens to participate in every election. This campaign was the largest Hispanic community outreach in Georgia's history, reaching tens of thousands of Hispanic voters and doubling the percentage of voter turnout for the LatinX community.

- Led / Supervised team of between 8 and 20 Technical Analysts that provided 24x7x365support and were responsible for the availability of over 40 production applicationsrunning on Unix, NT and Mainframe platforms used by Verizon business units and callcenters to manage all aspects of wireless telephone service to over 100 millionpeople.- Implemented OWASP guidelines, process improvements and test automation into thedevelopment cycle of several Agile application systems to increase cross teamcollaboration and achieve DevSecOps standards.- Maintained system availability of supported apps above 99.975% by Crisis Managementof major outages, conducting outage reviews, adhering to Change Management rules,developing new support tools and automation scripts to pro-actively identify potentialproblems and resolving issues with minimal impact to the user community.- Project Management of special activities including the deployment of newapplications to the Production Environment, the implementation of testingautomation, implementation of log management using the ELK Stack, the migration ofsystems to the Amazon Cloud, and the consolidation of over 40 legacy systems downto 8 directional systems.- Worked with software development team on reported errors and bugs on newlyreleased software and deployed release fixes abiding by Change Managementpractices.- Represented Business Customer Systems as POC and SME for the IT Chapter forPerformance Monitoring, Logging and Resiliency and was instrumental in the adoptionof various support applications as the Verizon standard for AWS to significantly reducetraining and licensing cost.- Identified areas of inefficiency and created innovative solutions using advanced UnixShell scripting and web programming that significantly increased productivity of team,allowing for less people to handle more work.

 Proposed technical feasibility solutions for new system designs and suggested optionsfor performance improvement of technical components. Provided day-to-day support to system users, educating employees on troubleshootingand problem-solving protocols. Streamlined troubleshooting processes to improve system support and enhancecommunication between support team and end-users. Strategized technical support plans and designed budgets, timelines and scopes forover multiple successful projects. Project Manager of Y2K effort for entire support team, identifying all affected codeand driving developers to complete all necessary changes on time, resulting in zeroproblems on Y2K. Project Manager for the migration of all GTE Call Centers nationwide from clusteredUnix Workstations to a NT PC Desktop environment. Increased efficiency andstreamlined procedures by automating the more complex portions of the conversionprocess which permitted it to be performed by any less skilled technician, allowingfor the contracting of an SOW to assist with the onsite conversions such that projectwas completed 6 months ahead of schedule and $500,000 under budget. Developed multiple system monitoring , diagnostic and trouble-shooting tools thatbrought efficiency to support of the DBASII system used to administer the GTE LIDB. By keen observation of the work performed by users of DBASII/AFM system came upwith a way to generate a better report that identified occurrences of fraud that AFMdid not, allowing users to identify over $40,000 of fraud monthly early enough torecover those losses.

 Analyzed software issues to identify troubleshooting methods needed for quickremediation. Patched software and installed new versions to eliminate security problems andprotect data. Developed enhancements and performed code maintenance for LIBR, the Unix-basedrevision control application used by GTE for all software development projects. Performed Configuration Management of CMSS, the main customer contact applicationused in all GTE Customer Call Centers, working with developers to get code checked-into LIBR in a timely manner for compilation of new executable builds to release newversions of the code for installation to test environment for user acceptance.

 Developed Code for customization of XA21 Energy Management System for multipleprojects on UNIX platforms and C++ and Java programming. Configuration Management Lead for IVS Project, accountable for the revision control, compilation, debugging, testing and distribution of executables. Created simulation scripts and programs to perform Final Acceptance Performance and Stress Testing at customer location in Mexico. Wrote programs to convert databases and assisted in database administration forSoCal Edison Project. UNIX System Administration of Sun Servers and Workstations, and IBM AIX servers forthe Southeastern Electric System Project