Google

❖ Perform 110-140 daily repair “touches” (against a goal of 80 touches daily), directly contributing to meeting customer SLAs and clearing kits for datacenter repairs from the floor.
❖ Cleared all Machine Learning swaps in SLN1 and SLN2 for several weeks, demonstrating dedication and ability to handle workload independently ensuring the quality of the swaps meeting business objectives. 
❖ Identified opportunities to improve operational procedures by documenting detailed notes and providing feedback, contributing to a more efficient workflow.
❖ Communicated effectively with software and hardware engineers to collaborate on problem identification and investigation.
❖ Identified and resolved issues through log analysis, pattern recognition, and reference to internal documentation, minimizing downtime and maintaining operational efficiency.
❖ Diagnose and troubleshoot Linux system hardware issues by retrieving information using database tools and running bash scripts.

Datacenter Technician

Tek Experts

❖ Initial response 100% met for CritSit, Severity B & C premier cases, targeting equal or above 4.75 CSAT score for receiving 4 surveys 5 stars for premier support cases and targeting and even exceeding the closure rate goal of 100%.
❖ Ability to identify and triage technical issues (e.g., hardware, software, application, operational,
process), including the ability to leverage debugging tools to isolate the source of the problem.
❖ Utilize PowerShell to capture data on configuration and make necessary changes to policies and/or
users.
❖ Troubleshoot customer backend issues by collaborating with Product Group leveraging the proper information.

Cloud Support Engineer for Exchange Online

❖ Initial response 100% met for CritSit, Severity B & C premier cases and as a result for receiving 3 surveys 5 stars for premier support cases, targeting equal or usually above 4.75 CSAT score and targeting and even exceeding the closure rate goal of 100%.
❖ Troubleshoot Windows servers running Skype for Business server, Exchange integration, network
connectivity issues (AAD, DHCP, DNS) using Microsoft tools.
❖ SIP session tracing, packet capture and inspection, SSL certificate analysis, Snooper, Wireshark and Fiddler. 
❖ Help implement integration and migration strategies, enterprise architectures, platforms, and application
infrastructure required to successfully implement a complete solution on Microsoft Teams, with guidance.
❖ Understanding of structured Enterprise Architecture practices, hybrid cloud deployments, and on-
premise-to-cloud migration deployments and roadmaps.

Cloud & OnPrem Support Trilingual Engineer for Office 365

❖ Initial response 100% met for Severity A, B & C professional cases and as a result for receiving 4 surveys 5 stars for professional support cases being dominated for some weeks as a 5 star support engineer contributor, targeting equal or above 4.80 CSAT score and targeting and even exceeding the closure 100% rate goal. 
❖ Ability to read and deploy Azure Monitor resources using IaC via the Azure Resource Manager model meeting customers environment needs.
❖ Develop and deploy PowerShell Scripts, Automation solutions, Alerts and Log queries to recreate
customers issues as part of the process to identify product bugs and engage with the Product Group.
❖ Deploy Application Insights to monitor App Services performance through Azure Portal or Visual Studio
and debug Application Insights bugs using GitHub and Stack OverFlow. Participated in Case Bash to get
some advice for my own cases and provide learning to colleague’s cases.
❖ Handle customer issues via established support channels, setting expectations on product feature
behavior, performance characteristics and answer follow up questions.

Cloud Support Engineer for Azure Monitor and Automation

Result-driven Cloud Cloud and OnPrem Engineer with ~4 years of experience specializing in Cloud Infrastructure
Support and Business Continuity. Innovative, results-oriented Cloud Technical Specialist skilled in public, private,
and hybrid Cloud, virtualization, product migration, and service delivery; excellent leadership, motivation, and
interpersonal communication skills. Perform various services, including design, implementation and
customization of products and technology in a cloud environment. Ensure successful cloud adoptions and
migrations with a focus on customer satisfaction; virtualization and cloud implementation of new and legacy
applications and services; proven ability to understand business flow and processes.

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