SUMMARY

• Driven Azure Cloud Administrator.
• Over 8 years of experience working professionally in Information Technology supporting professionals ranging from Insurance, Medical, Adjustment Services, and Law industries.
• Forward thinking, analytic, and ample experience working closely with executive teams.
• Background in supporting various enterprise software and infrastructures.

Core Competencies

• Forensic Technical Troubleshooting
• Hardware Configurations
• Cross Region collaboration
• Knowledge base creation
• Software Installs
• LAN/WAN Connectivity
• Root Cause Analysis
• Remote Support
• Client/Server Models
• User Training/Support
• Office 365 Administration

TECHNICAL SKILLS

Software: Azure Active Directory, Office 365 Suite; Logic Apps Intune; Service Now; Azure Resource Manager (ARM); Bomgar; VScode Kusto Putty; Citrix/XenApp Management Console; Adobe Creative Cloud Suite; Android Studio, Cisco Meraki, Okta, Cyber Ark, SaaS, Infrastructure as Code (IaC); VMware; Key Vault; Azure Backup; Teams; PowerShell; Teraform

Cloud Platforms: Microsoft Azure, Google Cloud

Operating Systems: OS X, Windows 10 / 11, Windows Server 2019, 2016, 2012 R2

Protocols: HTTP, HTTPS, RDP, FTP, SSL

PROFESSIONAL EXPERIENCE

Cloud Support Engineer

Confidential - Atlanta, GA

Responsibilities:

• Designed and developed Azure Logic Apps using ARM templates for provisioning and configuring resources, ensuring seamless deployment and management of cloud-based applications.
• Utilized Azure Functions to automate and streamline business processes, reducing manual intervention and increasing efficiency.
• Collaborated with cross-functional teams to design, implement, and integrate Azure Logic Apps with existing systems, resulting in improved data flow and communication between applications.
• Leveraged Azure DevOps for continuous integration and delivery, automating builds and releases, and enabling faster time to market for new features and functionality.
• Conducted troubleshooting and root cause analysis of production issues, identifying and resolving issues related to Azure Logic Apps and associated resources.
• Stayed up to date with the latest Azure technologies, attending conferences, and participating in training programs to improve knowledge and skills in the Azure ecosystem.
• Design, develop, and implement custom Teams solutions, including integrations with third-party applications and services.
• Designed and implemented storage solutions using industry standard technologies such as SAN, NAS, and object storage.
• Leveraged PowerShell to automate storage tasks across multiple systems, improving efficiency and reducing the risk of errors.
• Demonstrated expertise in using Powershell for Active Directory management, such as creating and modifying user accounts, groups, and permissions.

Network and Systems Analyst

Confidential - Atlanta, GA

Responsibilities:

• Responding to Incidents and Service requests from our client’s administrators & engineers
• Responding to server, network or storage alerts as triage level of support and liaison between 3rd Level engineers to investigate appropriate resolution
• Investigating error messages and determining resolution
• Managing software, hardware, and connectivity vendors to obtain support and resolution information
• Overseeing / performing hardware / software upgrades
• Tracking and logging all activity for incidents and resolutions in ticketing system
• Coordinating with the other IT team members the development of the Service Desk knowledge base
• Coordinating activities including Change Management with client resources through resolution
• Assists in maintaining an asset management system to ensure that IT resources are secure and accounted for via ITIL methodology and the use of a CMDB
• Provided regular updates to the Service Desk Manager on assigned projects
• Building and deploying servers, laptops, tablets, VoIP phones, and printers internally.

Jr. Azure Cloud Engineer

Confidential - Atlanta, GA

Responsibilities:

• Collaborated with senior engineers to design and implement cloud-based solutions for clients, including serverless architectures, containerization, and virtual machines.
• Work with senior engineers to identify and recommend best practices for team collaboration tools, such as Microsoft Teams or Slack.
• Design, implement, and manage Teams infrastructure including Teams, channels, tabs, bots, and connectors.
• Deploy and manage Intune and Teams policies to endpoints and mobile devices to enforce security policies and maintain compliance with industry standards.
• Monitored and optimized cloud resources for cost efficiency and performance using Azure Monitor.
• Collaborate with cross-functional teams, including DevOps, security, and application development teams, to ensure seamless integration of cloud-based solutions.
• Continued to update knowledge and skills through self-learning and training to keep up with emerging trends and technologies in cloud computing.
• Configured and optimized storage systems to meet performance, availability, and capacity requirements.
• Implemented and maintained disaster recovery plans and procedures to ensure business continuity in the event of a disaster or system failure.

Technical Specialist

Responsibilities:

• Primary support of an office of about 60 end users at our corporate office. Remote support with my team for our other domestic and international offices.
• Server and client level virus removal, system hardening and spam management.
• Telecommunications, user accounts, software/hardware, printer, and network administration.
• Identified, designed, and managed change management systems.
• Migrated user accounts from on prem AD servers to Microsoft 365.
• Ensured IT requirements were met, and service quality maintained when introducing new services. Cost effectiveness was considered.
• Performed preventative maintenance on servers including system updates, scheduled restarts, and tasks.
• Participated in peer reviews of deliverables and carried out formal and informal reviews of technical designs, standards, documentation and/or implementations.
• Coached and lead others in acquiring knowledge and provided expert advice.

Service Desk Support Analyst

Responsibilities:

• Served as the initial contact for reporting technical issues, answered questions regarding upgrades, installations, and other software/hardware/network issues.
• Maintained over a 90% (Excellent) satisfaction rate with the clients.
• Accurately diagnosed client technical issues; gather the necessary information; and perform standard preliminary research using all relevant resources.
• Accomplished 95%+ resolution rate on the technical issues presented.
• Identified potential outages and other problems (via information gathering, ticket trends, etc.) and communicated the information to Team Leads in a timely manner.

Nobel System Administrator

Confidential - San Antonio, TX

Responsibilities:

• Planned, coordinated, and implemented security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.
• Trained users and answer questions
• Identified and evaluated industry trends in database systems to serve as a source of information and advice for upper management.
• Managed the call flow dependent on the number of employees on hand.
• Consulted with upper management on system crashes and influx of calls.
• Assigned employees to predefined queues that followed a schedule outlined by upper management based on business needs.
• Made staff aware of increased wait times and rerouted cues to other departments for customer satisfaction.
• Shut system down at the end of the business day.

Technical Support

Confidential - Port Arthur, TX

Responsibilities:

• Worked in a fast-paced call center (and sometimes) remote environment to take on incoming technical calls from customers.
• Analyzed, troubleshoot, and resolved client’s technical issues with voice, internet or data and connectivity issues.
• In the event the issue could not be resolved, the call was escalated to the next tier of support.
• Used multiple databases to record the results of customer interactions.