Troy Y. Email and Phone Number

Maintain cloud infrastructure for data analytics company serving clients across various industries. Deploy and manage AWS/Azure resources via Terraform software. Use ACAS/Security Center software to detect security vulnerabilities across infrastructure, patching systems where needed. Review and approve changes to configuration files for the addition of new services/functions into proprietary application. Manage SSL/TLS certificates for application stacks. Troubleshoot various system alerts generated via Datadog.

Responsible for providing technical support and 24/7 monitoring of systems for data analytics software company, in support of contracts with Department of Defense clients. Investigate alerts received in alerting channel, take initial troubleshooting steps, and escalate as needed. Perform quality assurance (QA) testing for internally developed applications, reporting software bugs and discovered flaws to appropriate developer teams. Assist DevOps and development teams with implementation/approval of maintenance windows and suppressions for emergency changes to applications. Implement post-business hours hotfixes and configuration changes under guidance provided by engineers and developers. Generate application usage metrics reports and deliver to upper management for business analysis purposes. Create and manage user accounts for internal/external application users. Provide technical support and troubleshooting guidance to end users. Document standard operating procedures using Confluence, updating over time as needed.

Configured both networked and standalone assets for the Department of Defense, in accordance with Security Technical Implementation Guides (STIGs). Performed vulnerability scanning on systems using ACAS software tool, and remediated systems via patches/updates. Performed tasks involving configuration of network settings, user account management, access controls, and log analysis on Windows systems. Configured network attached storage devices and assigned permissions to users as needed. Advised end users on how to comply with information security policies while utilizing technological assets. Coordinated with end users for submission of IT security exception requests for workstations/servers. Installed Blackberry email software and troubleshot post-install issues reported by users. Maintained inventory of workstations and devices using Alloy asset management software.

Provided 24/7 monitoring of systems for hybrid on-premises/AWS cloud infrastructure, maximizing availability of services used by firms, stockbrokers, and investors across the United States.Escalated outages and disruptions to appropriate teams, serving as liaison to coordinate troubleshooting efforts on conference calls. Performed impact assessments for outages and filled out incident tickets, ensuring accurate metrics reporting for post-incident root cause analysis. Conducted security audits of servers and worked with application teams to achieve compliance with established security requirements. Authored documentation on security auditing process and trained team members on the procedure. Reviewed proposed change requests, ensuring deployment plans were created and tested prior to approval for implementation into production environment. In coordination with Identity and Access Management team, performed password resets on production environment service accounts. Provided internal end-user technical support via help desk calls.

Triaged technical issues reported by end users for over 700 organizations via help desk calls and in-house proprietary ticketing system. Troubleshot and resolved end-user issues including password resets, functionality of Microsoft Office suite products, and individual workstation network-related issues. Monitored network status for Dataprise and clients via email-generated alerts and various software tools, escalating any outages or disruptions. Performed remote server reboots, anti-virus deployments, configured new workstation laptop setups, and user account setups for client users.