Resume

• Revitalizing and building the client experience for the  Workplace by Meta project.

• Minimizing 3rd party vendor support and building an in house customer support team from scratch.

• Building a new customer support workflow, KB database and training process.

• Assist in building an in house support team of 14 agents with 24/7 coverage.

• Assist in training, creating guidelines and completing performance reviews in order to build a quality standard.

• Assisting all client support requests, whether it be our core Workplace product to any custom integrations with Google Workplace, Azure, Okta or custom bot integrations regarding APIs.

• Built the entire monitoring infrastructure, enabling comprehensive tracking of historical and real-time data for all systems, including Windows, Linux, Mac, and ARM servers, monitoring Jenkins and CircleCI builds while implementing automation for alerts, and self-resolving scripts to address common issues within our 5000+ servers. Saving team headaches and freeing up 3 hours in their week.

• Worked closely with teams to design and develop technically compliant, cloud-native enterprise architectures to meet business outcomes within AWS, GCP, and Azure.

• Designed highly available, cost-effective, and fault-tolerant systems using EC2, Auto Scaling, and Elastic Load Balancing.

• Utilized AWS Config and CloudTrail as part of the governance framework to enable compliance, auditing, and troubleshooting of AWS accounts and resources. Ensured data protection and assurance by encryption with AWS KMS

• Proactively audit cloud infrastructure for performance, capacity automation, and cost optimization. The first audit alone saved over $15k monthly within AWS, GCP, and Azure.

• Experienced in AWS Organizations SCPs to centrally manage and govern the environment as resources grow and scale out.

• Leverage IAM services to implement a strong identity foundation and enforced least privilege principle, and credential management including STS, MFA, and SSO/SAML 2.0 integration.

• Utilized Terraform and Ansible for IaC in cloud and on-prem provisioning and configuration management.

• Worked with the dev team to design, build, implement, and support CI/CD tools like Jenkins, CircleCI, GitLab, and TravisCI.

• Develop Python, Bash, and PowerShell scripts to automate various tasks, enhancing overall efficiency and productivity.

• Provide prompt IT support through Jira and Slack ticketing systems effectively resolving technical issues for the global workforce.

• Manage all SaaS, and internal business applications, licenses, and accounts for the entire global workforce, ensuring seamless access and collaboration, Some apps and services include but are not limited to Atlassian, Jira, Slack, Google Workspace, Okta, Github, Jenkins, Microsoft 365, Jamf, Apple Business Manager, and Microsoft Active Directory, Adobe, JetBrains, Zoom. AWS, GCP, Azure.

• Onboarding and off-boarding employees. Accountable for overseeing the procurement, tracking, securing, and monitoring of all IT hardware assets for the entire workforce, Utilizing tools like Drata for compliance, Jamf, and Microsoft Intune for MDM.

• Implement stringent employee security regulations to comply with SOC 2 and HIPAA compliance standards, emphasizing encryption protocols for all company assets, data, and creating reports to meet with Auditors.

• Travel on a global scale, leading the construction and expansion of 3 physical data centers to support organizational growth. Implementing hypervisors like VMware, and Proxmox or Kubernetes clusters. While also building out the networking infrastructure.

• Designed the 200+ page training guide used to train all Tech Support new hires. Trained and mentored new hires, and shared my knowledge with the team

• Go to person for “Red Alert” escalations, utilizing my expert knowledge of our product and system to quickly resolve client issues

• Leveraged VPN to SSH, VNC, and VMware to establish private remote access to systems, enhancing efficiency and facilitating seamless administration within our Linux and Windows servers.

• Demonstrated expertise in troubleshooting LAN/WAN networks, swiftly resolving connectivity issues, and optimizing network performance, having to diagnose hardware and software issues on our Linux and Windows servers. 

• Utilized our MDM Cisco’s Meraki to effectively manage and control devices remotely, ensuring seamless integration and centralized administration for all mobile devices.

• Utilized a suite of SaaS tools, including ServiceNow, Zendesk, AirCall VoIP, and CRM tools to streamline communication and meticulously document all client affairs.

• Before I got here, the company had an old-school physical system, and no real modern infrastructure. I was the only “IT guy”

• Modernized the entire infrastructure, and spearheaded comprehensive IT expansion for three VCA hospitals.

• Facilitated the setup and ongoing maintenance of internal networks, overseeing a vast array of over 3000 devices.

• Modernized exam rooms to include computers for easy access to patient data and records.

• Implementing and administering all management software tools: Covetrus, Google Workspace, ServiceNow, Okta, and managing internal SaaS accounts, providing access and support for over 350 employees.

• Established and maintained Windows and Linux servers, and LAN/WAN networks across three hospitals, guaranteeing reliable connectivity and seamless data flow.

• Developed and implemented a streamlined help desk and ticketing system, significantly improving the management of internal IT requests and enhancing efficiency.

• Deployed, tracked, secured, and monitored all IT assets, ensuring comprehensive asset management and adherence to security protocols and HIPAA compliance.

• Led end-to-end build and configuration of Windows, Linux, and Mac servers and systems, encompassing comprehensive tasks from hardware assembly to infrastructure as code to even code review.

• Directed project management efforts to ensure timely completion of deliverables, effectively coordinating with diverse teams and ensuring adherence to set deadlines.

• Exhibited flexibility and dedication by traveling to various offices, throughout San Jose to San Francisco, as required, to provide on-site support and ensure smooth operations

• Supported visitors requiring assistance with computer hardware or software, ensuring a seamless experience.

• Reviewed, troubleshoot, and resolved issues related to Mac, and Windows computers, Microsoft 365, Adobe, and other SaaS.

• Applied a systematic approach by promptly opening tickets for issues that required further attention, ensuring comprehensive tracking and resolution.