I am a Technical Operations Support Engineer, with a passion for supporting Cloud Hosted Solutions. Graduate from the University of Phoenix with an Associate of Arts in Information Technology 🎓. Currently working at Infosys Limited as a Technical Operations Support Engineer / TAM - Technical Account Manager.
Have experience in service mesh architecture, cloud computing provider (AWS, AZURE), CICD environments include Jenkins, Annisable, Terraform, and Bitbucket for repositorie. Cloud Obersavabilty Monitoring for micro services and infrastructure using Datadog.
Skills
Collaboration
Team Player
Adaptable
Continuous Learner
Technical Operations
Application Support
Digital Portfolio Management
Site Reliability Engineering
Training and Development
Problem Solver
Relationship Builder
Stake Holder Engagement
Effective Communicator
FinOps Support
Observability Support
Naturally Curious
Basic Linux Administration
Windows Server Admin
Technical Operations Support – Infrastructure Support Infosys - Banking and Finance, Client Hartford CT - Remote
Nov 2021 - Present
Professional Experience
I wear many different hats throughout the course of my day, however, I primarily serve as a Technical Account Manager to the Technology Owners regarding the 35 different mission-critical applications that I support.
I provide Observability Support Monitoring with a Tool by the name of AppDynamics and DATADOG, where I extend Applicational Monitoring subject matter expert inputs, to cloud onboarding projects and actively Engineer Workload Monitoring Solutions and deploy them at scale. I also create custom dashboards to express the health and welfare of cloud-hosted applications to business stakeholders.
I also support Finops services where I maintain a cloud financial management discipline and culture practice that enables my organization to get the maximum business value by helping engineering, finance, tech and business teams to collaborate on data-driven decisions for both AWS and AZURE Cloud Providers. I use the tool Aptios to conduct my Finops Deep Dives. e trainer and have trained
Responsibilities
Implement Infrastructure stability and resiliency performance by identifying/resolving fault scenarios, Increasing reliability, and improving response times to Application users
Reduce system downtime increase infrastructure reliability by 30% and improve response time by 2x. Analyze business categories and Infrastructure forecasts.
Write technical documentation - create, maintain, and enhance Cloud Operations and Cloud Monitoring standard operational procedures for L-1 And L-2 Support Stacks.
Onboard and train new Global Application Support resources.
Apart from the College mentorship/enablement Rise Program.
Conduct Operational Ownership of 35 AWS Cloud AWS-hosted applications and accountability for the monitoring of the workloads to 135 Business Line Stakeholders
FinOps RightSizing Monthly health checks.
FinOps iOPS Monthly health checks.
Asset Management – Consultant, American School for the Deaf West Hartford CT
Sep 2021 - Nov 2021
I conducted multiple onsite IT Asset Refresh Projects and managed the IT hardware/software asset portfolio with respect to cost control, governance, and EDU compliance.
Responsibilities
Deployed IT Asset Refresh rollout project for 200 End user stations and VOIP System Upgrade
Vendor management, contract management, and effective scorecard data for critical vendor relational milestones
Optimize strategic use of asset redeployments for cost savings initiatives and approved departmental procurements for Organizational Departments
Hardware and Software License compliance and Hardware Procurement management
Insurance Claim Analyst - Living Equity Group, Clark NJ
Jan 2016 - Sep 2021
I Assisted customers in addressing a knowledge gap between Insurance provider products and SaaS Services.
Supported the retention of existing insurance customers and the acquisition of new customers, resulting in a sales increase of 20%
Sold and serviced strategic insurance Services and products for small to medium-sized businesses
Bridged the gap between policies and technologies to create turnkey systems to support customer SaaS use cases.
Application Systems Integration Support - Barns And Noble College - Basking Ridge NJ
July 2017 - Nov 2020
Managed, tracked, and analyzed Digital Integrative failures and provided resolutions and fixes from 3rd party Digital Product Vendors to Business line Stakeholders. Also Provided Support Services training for POS and IT Technology Environments.
Supported § Collaborative team leader responsible for Student Digital Product failures, required strong research, analytical, and problem-solving skill sets.
Project liaison for implementation of new store opening kick off’s and University Digital Integration initiatives
Provided Flagship Digital Applicational Support for 800 Universities and EDU organizations.
Provided Corporate training to Support Services across country locations and served as a key resource for troubleshooting and issue resolution for POS, IT, and Digital Products and Service failures.
IBM Server Administration and Redbox Server - Cloud Server administration
Desktop / Laptop / Server Support for both Hardware and Software for 800 field locations extending support for up to 16,000 active users.
The University of Phoenix • Online - Associate of Arts, Information Systems and Technology
Education
Datadog Foundations -Datadog Organization 2023
AWS Cloud Practitioner Professional AWS Organization • 2022
Google IT Support Professional Certification Google Career Certificates • 2022
Certified Hardware Asset Management IAITAM • 2021
ITIL 4 Service Management Certification Axelos
Certification's
AWS Skill Builder
Cloud Essentials
AWS Technical Essentials
Cloud Practitioner – Certification Completed
Datadog - Datadog Foundations
My Most Recent Win
Projects
I recently just completed a Datadog Dashboard for a Global MSP Command Center out of India. The Dashboard accounts for 10 Tier 1 Mission-critical Applications. Alert Monitors solutions that reflect for every region in the Stack with SLO's and Integration with SNOW Service Now. The dashboard accounts for the WhiteBox of SRE Monitoring requirements, where I released tactical alert monitors to account for the different essential components of the Workload. I used, metric, threshold, anomaly, and even GEN-AI ( Watch Dog Monitors) to establish a well-balanced approach to monitor the Shared Services Web Stack and Support Infrastructure. I have enabled APM- Application Performance Monitoring , Network Performance Monitoring, Logging and Tracing and even lead projects that called for Enhanced Database monitoring by getting eyes on an SQL on EC2 AWS Instance. Which was the Clients first pattern of that type regarding the deployment of Datadog monitoring for there Finacial Database Services.
Achievements
Throughout my career, I have achieved significant milestones in delivering successful cloud solutions and optimizing application performance. I have received recognition for my contributions to improving operational efficiency, ensuring high availability of mission-critical applications, and driving cost optimization initiatives.
I have worked on various projects during my career, ranging from cloud migration initiatives to application monitoring and support. Some of my notable projects include implementing FinOps practices for a large banking organization, onboarding flagship applications to the cloud, and providing observability support monitoring. I have also contributed to developing innovative cloud service offerings to enhance accountability in the financial sector.