Dallas-Fort Worth Metroplex
• Help Tier 1 and Tier 2 agents resolve tricky issues and reduce unnecessary escalations • Takes ownership of higher-impact cases and investigations • Improve workflows and documentation • Partner cross-functionally to turn support insights into real product and process improvements
Helping robots learn human movements and tasks by using advanced capture systems to record real-world actions and interactions.
• Led support and incident management for a wide range of data platforms including Databricks, Qubole, Querybook, Informatica, Stonebranch, Jenkins, Airflow, Kafka Streams, Schema Deploy, Cloverleaf, and ML lifecycle ensuring system stability, timely resolution, and effective root cause analysis. • Provisioned and managed AWS infrastructure (EC2, S3, IAM, EKS) using Terraform on GitHub. • Leveraged observability tools (Datadog, Grafana, AWS CloudWatch) to identify system issues, analyze logs, and maintain platform performance. • Participated in a follow-the-sun support model, coordinating across teams to ensure availability and reliability of platform, databases, and ETL pipelines. • Acted as the first point of contact for developers via Slack, Jira and ServiceNow, providing responsive troubleshooting and issue resolution. • Collaborate with cross-functional teams to troubleshoot and resolve production workflow issues, ensuring SLAs are met promptly. • Conducted root cause analyses, implemented preventive measures, and documented strategies to reduce recurring issues. • Created and maintained knowledge base articles, runbooks, and self-service documentation to empower developers and reduce ticket volume • Developed Python script with REST API to automate resource cleanup. • Mentor junior team members, providing technical guidance and support.
• Supported client in achieving NIST 800-171 compliance, including documentation, control implementation, and validation. • Migrated on-prem IT infrastructure to AWS, automating scheduled backups and transitioning data via Linux CLI to S3. • Migrated 25 users and their files to Remote Desktop Services and conducted training on IT security best practices. • Administered Active Directory, Group Policy, and Microsoft 365, managing user accounts, permissions, and access controls. • Set up, configured, and supported Windows laptops, ensuring compliance with security and performance standards. • Resolved issues with network printers and Microsoft 365 applications, ensuring seamless user productivity. • Designed and deployed an AWS serverless architecture for a scholarship management web app.
• Consulted directly with clients to gather project requirements, define scope, and advise on best-fit technical solutions. • Translated client needs into clear technical specifications and user stories for the development team. • Led project planning and managed timelines, ensuring deliverables were completed on schedule and met client expectations. • Supervised and collaborated with other developers, performing reviews and offering technical guidance. • Acted as the bridge between clients and the technical team, ensuring clear communication and alignment throughout the project lifecycle.
• Collaborated closely with project managers to build customized WordPress websites based on client requirements and business goals. • Maintained and updated existing websites built with HTML/CSS, ensuring functionality, design consistency, and responsiveness. • Designed logos, digital graphics, and marketing assets for web and print use, aligning with brand guidelines and visual identity. • Assisted in the planning and layout of new web pages, focusing on user experience and responsive design best practices. • Conducted routine site testing and debugging to ensure cross-browser compatibility and optimal performance.