Google

❖ Engineered Infrastructure Security: Applied in-depth knowledge of ML platforms to provide critical troubleshooting and technical support for Google ML Linux-based platforms and large-scale networks, demonstrating proficiency in identifying and resolving complex diagnostic cases related to infrastructure stability and security.                                        
❖ Proactive Problem Solving & Risk Mitigation: Handled hardware-related tasks and troubleshooted issues (e.g., pattern recognition, log analysis) in storage access networks, ML platforms, and servers with trusted platform modules running secure booting maintaining continuous datacenter operations and ensuring high system integrity, keeping machine repair rates exceptionally low (~0.45% in the world's largest datacenter).                   
❖ Cross-Functional Collaboration & Communication: Collaborated effectively with software and hardware engineers on problem identification and investigation, fostering strong partnerships to drive solution implementation and remediation. Proactively researched and shared technical findings, improving team understanding of complex concepts and promoting a culture of secure practices.
❖ Leadership & Continuous Improvement: Recognized for top performance in machine diagnosis, providing critical support to Machine Learning platforms across Google data centers in the Iowa/Nebraska area. Demonstrated self-motivation and a commitment to continuous learning by proactively researching and sharing technical findings, enhancing collective expertise in securing complex systems.

Datacenter Technician

Tek Experts

❖ Security Problem Identification & Resolution: Consistently achieved 100% initial response rates for CritSit, Severity B & C premier cases, showcasing a proactive and results-driven approach to identifying and rapidly solving high-impact infrastructure and application problems identifying security vulnerabilities and driving timely remediation.
❖ Platform & Infrastructure Security: Played a pivotal role in helping customers implement and deploy Microsoft Cloud solutions, specifically Exchange Online, a critical SaaS platform. This involved assisting customers in designing, planning, and executing their strategic move to the Microsoft Cloud, directly impacting the security posture of their cloud platforms and services within a mixed-deployment environment.
❖ Cloud Platform & Network Security Understanding: Gained in-depth knowledge of securing cloud platforms and infrastructure by working with enterprise-level Microsoft Cloud solutions. Utilized PowerShell for configuration management and policy enforcement
❖ Authentication/Authorization & Troubleshooting: Expertly troubleshooted Mobile Device Connectivity issues to Exchange and Outlook, involving deep dives into authentication flows, gathering critical logs, and leveraging backend tools providing  familiarity with complex authentication and authorization mechanisms

Cloud Support Engineer for Exchange Online

❖ Securing Platforms and Services in Mixed-Deployment Environments: Provided expert support for Microsoft Cloud solutions (M365 Suite, Windows) and on-premises environments (Skype for Business 2015-2019, Lync Server), demonstrating practical experience in securing platforms and services in mixed-deployment environments (self-hosted, cloud-hosted, SaaS).
❖ Identifying and Solving Security Problems: Successfully troubleshoot and resolved critical and high-severity customer issues related to authentication, network connectivity, messaging, SIP, and VoIP in production environments involving in-depth analysis of data captures and trace logs (Netmon, Wireshark, Snooper).
❖ Driving New or Improving Existing Solutions: Consistently achieved high CSAT scores (equal to or above 4.75) and exceeded closure rate goals by effectively diagnosing and resolving complex technical issues, which included addressing security-related incidents and vulnerabilities within the Office 365 ecosystem. 
❖ Solid Written and Verbal Communication Skills: Provided trilingual support (English, Spanish, Portuguese) to premier customers communicating complex technical information and resolutions. Represented the "Voice of the Customer" by tracking and reporting all product blocking issues and feedback to M365 stakeholders.
❖ Engineering-Focused Approach to Infrastructure and Platform Security: Assisted customers in designing, planning, and executing the deployment of M365 suite contributing to the secure implementation of cloud solutions, aligning with an engineering-focused approach to infrastructure and platform security.

Cloud & OnPrem Support Trilingual Engineer for Office 365

❖ Engineering-Driven Security Enhancements: Actively collaborated with the Product Group to integrate new features into Azure Resources within customer environments. This involved deploying Azure Monitor resources using Infrastructure as Code (IaC) via the Azure Resource Manager model, ensuring configurations met specific security and operational needs.
❖ Platform Security Expertise: Maintained an in-depth knowledge of the latest Azure/Cloud innovations, conducting experiments and contributing to product improvement. This continuous learning and application of new technologies is crucial for securing evolving cloud platforms.
❖ Cross-Functional Communication & Advocacy: Represented the "Voice of the Customer" by diligently tracking and reporting all product blocking issues and feedback to various Azure Monitor and Automation stakeholders (e.g., Product Group, Technical Account Managers, Account Technology Unit). 
❖ Mentorship & Team Development: Mentored other peers on new cloud innovations and best practices, contributing to team skill enhancement and fostering a collaborative environment, aligning with the value of building a strong and inclusive security team.

Cloud Support Engineer for Azure Monitor and Automation

Customer-centric and results-driven Cloud Engineer with 5+ years of experience specializing in Cloud
Infrastructure Support, Business Continuity, and successful cloud adoption and migration initiatives. Proven
ability to translate business requirements into technological solutions and drive customer satisfaction.
Expertise in public, private, and hybrid cloud environments, encompassing design, implementation, migration,
and support. Strong understanding of IT operations, including networking, security, and database systems.
Excellent communication, collaboration, and problem-solving skills, with a demonstrated ability to build
relationships with stakeholders and achieve project goals.

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