Director Of Operations

• Apr 2022 - Present

Gestor de proyecto y responsable de Scrum

• Oct 2018 - Present

Senior Service Delivery Manager

• Oct 2018 - Apr 2022

Systems Administrator

• Nov 2016 - Oct 2019

I am the sole sysadmin for a Hosting / MSP company with 150+ customers, both domestic and international, for which we provide services that range from web hosting and colocation to full IT managed services. Additionally, I am frequently involved in service architecture and infrastructure implementation tasks for new and existing customers, thus becoming a trusted technical advisor for both the Project Management and Sales team. I also serve as the immediate escalation point for high priority incidents being worked by Level 1 and 2 technicians. All incident and change management work is governed by the ITIL framework. As for my technical duties, they include, but are not limited to: • Providing systems and software installation, patching, tuning, backup and support across production and pre-production environments in multiple locations. • Managing data center operations and enterprise network infrastructure design, with 500+ Dell Blade servers and network and storage appliances from multiple vendors. • Deploying physical and virtual platforms for mission-critical applications, for both external and internal customers. • Manage Citrix XenDeskop environments with 100+ VDIs, with access to external users via Citrix NetScaler. • Management of our proprietary public cloud offering on a multi-hypervisor platform. • Use of real-time remote management and monitoring tools to ensure proper operation of our IT infrastructure at all times. • Design and maintenance of backup and disaster recovery solutions for internal and external customers using hardware and software from multiple vendors: Ctera, Veaam, LiveVault, Altaro, etc. • Use of monitoring and response tools such as ConnectWise Automate, LogicMonitor, Auvik, SolarWinds, PagerDuty, etc. These duties are regularly carried either from my home office or at our data center facilities, but I also perform onsite tasks for some of our most important managed services customers on a very frequent basis. Show less

Production Support Lead Engineer

• Oct 2015 - Nov 2016

I was a Lead Engineer in the Production Support Center team, which was in charge of managing and optimizing the whole company’s IT production environment, supporting more than 500+ direct employees and thousands of direct marketing reps. Such environment consisted of various in-house web applications for both internal and external use, which lived in a hybrid cloud platform built on technologies such as AWS, Akamai CDN, Tintri VMstore, etc. We worked closely with other departments such as Software Architecture, Project Management and Product Development to determine resource requirements for new application and services, as well as to ensure that they comply with our best practices for performance, security and scalability. • Providing systems and software installation, tuning, backup and support for our production environment. • Infrastructure design for mission-critical applications deployed into our hybrid cloud platform. • Monitor our production systems using tools such as SolarWinds, New Relic, Sumo Logic, etc. • Help stabilize new products from R&D into production. • Engage and help resolving any outage affecting our production services, and if needed, engage and coordinate efforts between different departments and third-party vendors to bring an immediate resolution for service degradation and/or interruption. • Assist in support hours of operation and off hour production emergencies. • Perform level of effort estimates for assigned tasks and change orders. • Revise client identified issues and contribute to SOW/FS/Tech Specs as required. • Produce detailed reports and dashboards regarding the overall health of our production services, as well as incidents and changes resolved by our team. • As a Lead Engineer, ensure my team has access to the appropriate resources and actively help getting all parties involved for a faster, practical problem resolution. Show less

Technical Consultant

• Dec 2014 - Oct 2015

As an Epicor Consultant, I was frequently involved in the delivery of consulting project activities ranging from client identification to final invoicing of software solutions.Being a member of the Consulting team, I was responsible for problem identification, software specification and/or design, implementation, testing, client training and solution development.Building and maintaining client relationships was vital for this role. Our success revolved around Customer Satisfaction.• Define and document implementation technical requirements. This includes architecting entire IT infrastructure for new ERP clients and provide appropriate hardware sizing (Server, network and storage). Worked with many different technologies from several different vendors (Dell, HP, EMC, Tintri, FusionIO, etc.)• Install and upgrade software.• Configure, document, and test ERP and third-party Integrations software.• Install and configure Windows Operating systems (2008, 2008R2, 2012 and 2012R2).• Install and configure SQL Server (2008R2, 2012 and 2014).• Add and Configure Windows roles and services needed for our ERP solution.• Consult with clients on technical best practices.• Act as primary technical point of contact for clients and other project team members• Log, troubleshoot, diagnose, and resolve technical issues during project implementations (e.g. application, interfaces, operating systems, networks, hardware)• Monitor and report project progress• Train client IT personnel on system monitoring and system management• Support client in initial production stage and prepare project for transition• Manage client expectations and timeline commitments• Environment Health Check. Reviewing the Infrastructure of an existing customer and providing input on how to improve Application and System performance. Show less

Infrastructure Team Lead

• Mar 2010 - Dec 2014

I lead a team in charge of designing and building up server and networking environments to host our application for new customers, as well as managing and improving existing ones. Working along with the customer since the designing stage through to deployment. All this strictly governed by the ITIL premises. • Determine the portfolio of suitable solutions for our customers. Analyze financial and business feasibility according to our client needs.• Build application environments (physical, virtual or hybrid) based on the requirements gathered from the client.• Transition customers from their current application platform to their newly designed environment.• Maintenance and support of the application platform and underlying infrastructure.• Epicor ERP 9 and 10 implementation and support. Epicor installations heavily rely on a Microsoft stack: Windows Server OS, SQL Server for DB, Internet Information Services for web content, etc. Other technologies involved in the process are: Apache Tomcat, Progress DB, Java, and a number of in-house and third-party applications integrations.• Install and configure Windows Operating systems (2008, 2008R2, 2012 and 2012R2).• Install and configure SQL Server (2008R2, 2012 and 2014).• Add and Configure Windows roles and services needed for our ERP solution.• Manage client expectations and timeline commitments• Environment Health Check. Reviewing the Infrastructure of an existing customer and providing input on how to improve Application and System performance. Show less