Work Experience

IT Systems Engineer @ ICANotes, LLC

I played a pivotal role in the transition from a hybrid cloud infrastructure to a fully AWS-based environment, optimizing costs, enhancing scalability, and improving infrastructure management.

I deployed and managed AWS services like EC2, Route 53, CloudFront, and Amazon Connect using Terraform to ensure consistent provisioning across multiple regions. By automating operational tasks with Ansible, PowerShell, and AWS CLI, I reduced manual processes and improved system reliability.

I also developed CI/CD pipelines with GitLab CI/CD and Azure DevOps, automating deployments for continuous delivery.

Additionally, I managed secure access with Apache Guacamole and AWS WorkSpaces, ensuring compliance with security best practices.

I monitored system performance using Grafana, Prometheus, and Graylog, and provided on-call support to resolve critical incidents, maintaining high system availability.

Lastly, I led the design of an Amazon Connect phone system to optimize customer interactions and improve call handling efficiency.

November 2022 – October 2024

Software Support Supervisor @ ICANotes, LLC

I supervised and mentored Tier 1 and Tier 2 support agents, ensuring they were well-equipped to handle technical issues efficiently.

I developed internal and external documentation for troubleshooting and system management, significantly enhancing the knowledge base.

Additionally, I collaborated with cross-functional teams to improve support tools and workflows, optimizing overall operational efficiency.

September 2022 – November 2022

Tier 2 Software Support @ ICANotes, LLC

I provided advanced technical support to customers and Tier 1 agents, troubleshooting complex software and system issues. Additionally, I created detailed knowledge base articles, streamlining support processes and improving resolution times.

November 2022 – October 2024