Experience:
Cloud Engineer July 2023 - Present
Smart Energy Water
● Automated Compliance and Security Audits by developing Python scripts to bulk manage deactivated Jira and Okta users via REST APIs, improving audit productivity by 40%.
● Collaborated with cross-functional teams to streamline UAT and Production Deployments of various APIs, ensuring on-time delivery with 100% adherence to deployment timelines and quality standards.
● Spearheaded the design and implementation of a bidirectional SAP-JIRA Integration, enhancing ticket response and resolution times by 50% for support teams.
● Maintained 99.9% production uptime through proactive monitoring, preventative maintenance and establishing well built Backup plans.
● Optimized compliance policies and managed security alerts using ManageEngine Desktop Central & eSentire, ensuring alignment with company and regulatory standards.
IT Support Specialist January 2021 - July 2023
Progent Corp.
● Remotely administer Office 365 Apps suite, Azure AD, Microsoft Exchange, Defender, and Compliance for multiple Medium to Large businesses with most companies having 500+ users.
● Analyzed and identified phishing and spam emails by creating self-destruct VM instances for secure examination of HTML and headers via MxToolBox. Followed security protocols to block malicious domains on firewall, strengthening network protection.
● Monitored Citrix Cloud VMs using the Citrix Admin Console and Azure VM Portal, reviewing activity logs and resource health to ensure optimal performance for each end-user's virtual machine.
● Created comprehensive documentation that streamlined processes and improved the company’s SLA Metrics, reducing average response time to 5.67 minutes.
● Collaborated with team on developing Powershell scripts to automate application installations remotely.
Helpdesk Technician I May 2020 - January 2021
Optima Tax Relief
● Assisted and provided technical support to over 100+ Internal users remotely through calls and
messages, as well as desk-side support.
● Performed Administrative tasks through Active Directory, AWS Amazon Connect VoIP, Salesforce and
Asset Tracking system.
● Effectively handled a daily quota of tickets needed to be resolved, as well as meeting the proper SLA
requirements per company policy.
● Configured and personalized shipment of laptops to include necessary software and security policies.