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Skills

  • Cloud infrastructure support
  • Problem resolution
  • Operational improvement
  • Business operations
  • Software updates
  • Customer service
  • Data center cooling systems management
  • Supervision
  • Compliance with regulatory standards
  • Cross-functional team leadership

Work Experiences

  • Compared to standard setups.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved Innovation Award for innovative cable management.
  • Achieved Employee of the Year for implementing innovative methods in cable management, leading to better airflow and reduced downtime.
  • Conducted routine security inspections and patch management for data center firewalls, contributing towards zero data breaches in 2021.
  • Developed and maintained strong client relationships to provide exceptional customer service and problem resolution.
  • Analyzed server and network hardware incidents.
  • Collaborated with the network operations team.
  • Collaborated on strategic design of data center layouts.
  • Achieved 24% reduction in system failures year-over-year.

Summaries

  • Consistently maintained a 70% resolution rate.
  • Data Center Operations Technician with 5 years of successful stakeholder engagement and risk assessment experience.
  • Contributed to audit success.
  • Clear understanding of vendor management and risk assessment as well as performance reporting training.
  • Contributed to system reliability.
  • Boosted performance.
  • Committed to continuous improvement methodologies.
  • Achieved a first-contact resolution rate of 81% month-over-month.
  • Strengths in cross-functional collaboration and client relations backed up by Miscellaneous training.
  • Collaborated on the redesign of data center layouts, leading to 60% improved airflow and energy use efficiency throughout the facility.

Accomplishments

  • Optimized server rack layouts, gaining a 27% increase in cooling efficiency and reducing energy consumption.
  • Collaborated with the cooling infrastructure vendor to deploy 11 additional cooling systems, bringing PUE under 15.
  • Coordinated with the facilities team to install uninterruptible power supplies (UPS), ensuring 99.99% uptime during unexpected power failures.
  • Developed and enforced data center standard operating procedures (SOPs) to align with industry best practices for uptime and security.
  • Designed and executed training programs on incident handling, improving team response time by 65%.
  • Revised and documented workflow procedures for equipment tracking, improving inventory accuracy by 80%.
  • Identified hardware failure trends early, leading proactive part replacements and contributing to a downtime reduction of 82%.
  • Executed remote hands support for critical systems, maintaining continuous uptime across Columbus-based data centers.
  • Resolved product issue through consumer testing.
  • Managed day-to-day data center operations, providing support for Adobe Creative Suite infrastructure and ensuring 45% compliance with SLAs.

Affiliations

  • Project Management Institute
  • Jaycees
  • Certified Professional - Data Center Infrastructure Specialist (DCIS)
  • Workshop Attendee - ASHRAE Data Center Standards and Compliance Committee
  • Certified in UPS Maintenance by Asana Providers
  • Attendee - Uptime Institute's Annual Symposium
  • Society of Human Resource Management
  • Chapter Member - Association for Computer Operations and Facilities (AFCOM)
  • Certified - DCIM Operations Specialist
  • Graduate - Data Center Operations Training Academy 2022

Certifications

  • Certified Public Accountant (CPA)
  • Certified Data Center Technician Professional (CDCTP)
  • ServSafe
  • Certified Data Center Management Professional (CDCMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Aruba Certified Switching Associate (ACSA) Certification
  • Certified Information Systems Auditor (CISA)
  • ITIL Foundation Certification
  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Juniper Networks Certified Associate (JNCIA)

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