Detail-oriented professional with 6 years of progressive experience in systems administration and cloud operations. Proven track record of leading technical teams and serving as a trusted escalation point across organizations. Demonstrates strong analytical problem-solving skills and ability to manage complex technical environments while maintaining high service levels. Known for quickly mastering new technologies and driving operational improvements.
Support admin and engineering teams in a Windows and MacOS environment, troubleshooting and resolving issues by analyzing Operating System and application logs. Manage software patching and vulnerability tracking on our endpoints. Leverage RMM solution to assist users remotely, track endpoint health, and maintain software using installers and custom scripts. Lead projects improving our user facing infrastructure and management, working closely with management and teams on project goals and deliverables. Support IT management in proactively monitoring and fulfilling regulatory compliance objectives to strengthen internal governance.
Led NOC team as primary escalation point, overseeing critical issues and directing appropriate actions. Coordinated troubleshooting efforts by analyzing logs and alerts to assess impact and severity, escalating issues as required. Implemented customer notifications with standard messaging protocols. Developed Ansible playbooks and Python scripts to automate tasks, reducing manual errors. Documented procedures for handling alerts and complex tasks to streamline operations. Constructed SQL queries to extract and analyze data across multiple tables, aiding in informed decision-making.
Enhanced global infrastructure by planning and executing server capacity expansions at Points-of-Presence. Troubleshot and remediated complex software, hardware, and network issues. Led project planning and implementation for infrastructure improvements, emphasizing cost efficiency while adhering to strict deadlines. Installed and configured CentOS Linux servers, optimizing system performance and reliability. Maintained system availability and security through regular monitoring and updates.
Monitored network operations and resolved technical issues to ensure uptime and optimal system performance. Managed support tickets from client support team, systematically diagnosing and addressing backend product issues. Used internal tools for deploying, upgrading, and migrating customer assets. Collaborated with team members to improve system efficiency and reduce downtime. Ensured adherence to established processes and standards while maintaining detailed documentation of all operations and updates.
Utilized Splunk for triaging security alerts, escalating cases in accordance with standard operating procedures when necessary. Developed and documented new processes within standard work documents. Triaged phishing emails, efficiently responding to initial reporters and escalating issues as required. Assisted in cybersecurity investigations, leveraging analytical skills to support root cause analysis and remediation strategies.
GPA: 3.89
GPA: 3.64