Lead Service Operations Engineer

• Sep 2022 - Present

Sr. Service Operations Engineer

• Mar 2022 - Sep 2022

Site Reliability Engineer

• Mar 2018 - Mar 2022

Responsible for infrastructure provisioning in AWS cloud environment using Terraform and Application provisioning with Salt Stack. End to end deployment and implementation of application on public cloud infrastructure in various regions which uses most of AWS Compute and storage services along with PostgreSQL RDS, Aurora, DynamoDB, Redis, Elastic Search, & Kinesis.Configuration of service monitoring, application performance monitoring and application logging for cloud hosted environments and microservices.Automate microservice deployment and day to day tasks using Python, shell script and configuration management tools like Chef.Participate/work on disaster recovery (DR) plan, performance testing.Actively participate in identifying and resolving complex application and database issues, helping to identify issues in a 24x7 Saas production environment.Perform database administration tasks such as database installation, replication, database backup, restore and database maintenance.Write automation scripts for customer dataload jobs and scheduling of jobs.Involved in day to day operations activities on Saas cloud environments.Perform application and database upgrades for hosted cloud environments for various release cycles.Participate in Application and database patching for bug fixes and customization requests.Provide trainings and maintain documentation for internal resources. Show less

Sr. Customer Support Engineer

• Mar 2017 - Mar 2018

Customer Support Engineer

• Dec 2015 - Mar 2017

Provide email, telephone, and video-based technical and application support to end-users of the Syapse system to help ensure quality of care for our customers’ patientsTriage and identify solutions to customer incidents and communicate them Syapse-internally and to customersDebug incidents in code to find the root cause of issues and develop solutions following the software development lifecycleMonitor and manage back-end processes to ensure application uptime requirements and service level agreement complianceDevelop customized reports from databases to extract and collect data for utilization reporting needsMaintain a detailed understanding of product architecture, technical components, and application functionality, e.g., by configuring the Syapse application and integrating external systems using Python and JavaScript Show less

Application Specialist

• Feb 2015 - Dec 2015

Build applications for handheld and tablet platforms according to the requirements gathered and interpretation of the client clinical protocol. Actively participated in client/design/review meetings and perform functional requirements gathering and documentation creation. Also provided guidance to the client on the most suitable solution, ensuring that all recommendations are achievable within the scope of the product.Investigate and propose solutions for change in requirements or potential issue/bug. Work with the Project Managers to ensure complete review of application design for end user use and adherence to a clinical protocol. Support development, review and approval of project related study documentation during the course of the Project Lifecycle, ensure documentation is complete and of a high quality. Present solutions at client design review and testing meetings at customer sites (as needed).Implemented data post-processing tools using Java or other programming languages (Python, Ruby, JavaScript, XML). Ensure that the Project Team maintains a high quality service and on time delivery of project outputs for the client. Ensure, knowledge and understanding remains up-to-date with software releases and updates. Supported the on-boarding and training/mentoring of new hires. Show less

Tier II Technical Support Specialist

• Mar 2013 - Feb 2015

Provide support for escalated calls from Tier I helpdesk. Ensuring tickets are responded to and resolved in a timely and accurate manner by providing clear and concise instructions and resolutions for escalated issues.Create knowledge base articles and conduct training to Tier I agents on new technologies, best practices for supporting a site or patient call, client specific material, among other topics.Perform local testing and validation of the wireless carrier and landline network infrastructure in various countries world-wide. Show less

Application Support Analyst

• Aug 2011 - Mar 2013

Front End Support for Amtrak Applications (WMS, eTrax and Maximo). Worked with multiple groups to provide excellent customer service and troubleshooting skills, in order to promptly resolve any and all issues that arise. Also played a primary role in the integration of RSA Tokens to allow remote access into Amtrak’s Network. WMS (Work Management System) – Monitor, update and troubleshoot over 500 WMS Thin Clients (kiosks used by mechanical employees to enter time, complete reports and order train parts) and over 130 IP Timeclocks (used to clock in and out with SMARTID badges). eTrax – Procurement application used by Amtrak employees to process purchase requisitions, payment requests, expense reports, and book travel. My duty was to monitor and maintain the application, as well as assist its users with all aspects of the site. Maximo – Monitor, update and troubleshoot over 70 TEDs (Time Entry Devices, used by engineering employees to swipe in and out). Also assist employees with issues being experienced with time entry and inspections they are performing on both a computer and on a mobile device. Show less

Desktop Deployment Technician

• Aug 2011 - Oct 2011

Work with a team to deliver and install new PCs to multiple clients. Also setup and install all necessary hardware and software to make this transition as seamless as possible to the clients. Work with a team to deliver and install new PCs to multiple clients. Also setup and install all necessary hardware and software to make this transition as seamless as possible to the clients.