• Administer and support the implementation of OpenShift, Kubernetes, and AWS solutions to ensure the smooth operation of applications and services. • Develop and maintain automated deployment processes and continuous integration/continuous deployment (CI/CD) pipelines. • Monitor system performance and availability using Dynatrace, Grafana, and Prometheus, promptly identifying and resolving any issues or bottlenecks. • Provide support and troubleshooting for production incidents, collaborating with development and operations teams to ensure timely resolution. • Manage and optimize cloud infrastructure on AWS, ensuring scalability, security, and cost-efficiency. • Administer and maintain Salesforce applications, including user management, customization, and data integration. • Collaborate with cross-functional teams to improve system reliability, efficiency, and performance. • Develop and maintain scripts and automation tools using Python for various operational tasks. • Utilize Redis and MongoDB for efficient data storage and retrieval.

• Provided technical support and assistance to developers, addressing their software-related inquiries and issues promptly and effectively. • Utilized Zendesk as the primary ticketing system to manage and track customer support requests. • Maintained a strong knowledge base of the company's software products, including their features, functionalities, and best practices. • Administered and customize Salesforce applications, including Sales Cloud and Service Cloud, to meet customer requirements. • Worked closely with development teams to identify and communicate customer needs and provide feedback for product improvement. • Utilized GitLab for version control and collaborate with development teams on code repositories. • Managed and prioritized support tickets using Jira, ensuring timely resolution and customer satisfaction. • Maintained documentation, including Confluence, to capture troubleshooting procedures, resolutions, and best practices. • Fostered strong customer relationships by delivering exceptional service and support.

• Provided technical support to end-users, resolving IT-related issues promptly and efficiently. • Utilized ServiceNow as the primary ticketing system to log, track, and manage user support requests. • Assisted users in troubleshooting hardware, software, and network-related problems on Windows and MacOS platforms. • Set up and configured user accounts, permissions, and access rights in Active Directory and Office 365. • Maintained and update the knowledge base, documenting solutions, troubleshooting procedures, and best practices. • Supported users in utilizing virtual machines and virtualization technologies for efficient software development and testing. • Conducted software installations, upgrades, and patches for desktop applications and operating systems. Educated users on IT policies, security practices, and proper use of IT resources.

• Achieved and managed service provider status for containerization technologies, specifically Kubernetes. • Designed, built, and maintained servers running on Azure, Amazon Linux, and Red Hat, ensuring optimal performance, security, and scalability. • Developed and maintained scripts using Python, shell scripting, and JSON to automate infrastructure provisioning, configuration, and deployment processes. • Utilized Git for version control, ensuring proper code management and collaboration with development teams. • Created and configured virtual machines (VMs) to meet specific project requirements and optimize system performance. • Participated in on-call rotation and provide timely response and resolution to production incidents.

• Provided technical support to customers in English and Spanish through phone calls, chat sessions, and email communication. • Troubleshoot and resolved customer issues related to Salesforce products and services. • Utilized Salesforce CRM to log and manage customer support cases, ensuring accurate and timely documentation. • Assisted customers with the configuration and customization of Salesforce applications based on their specific needs. • Guided customers through troubleshooting steps and provide solutions to resolve technical problems or errors. • Collaborated with cross-functional teams, including developers and product specialists, to resolve complex issues and escalate cases when necessary. • Maintained a high level of customer satisfaction by delivering excellent service and support. Documented and shared common customer issues, resolutions, and workarounds to contribute to the knowledge base and improve support efficiency. • Ensured effective communication and follow-up with customers to ensure their issues are resolved to their satisfaction.