Responsible for the preparation for new or changed services, management of the change process, management of performance of systems and services in relation to their contribution to business performance; supporting the operation and maintenance of vendor products, services, and solutions. Responsible for sizing, troubleshooting, and critical client situations, focusing on Service Management Tool Maintenance; expert in maintaining the tools, and related infrastructure, necessary to coordinate service management tasks in an IT service management context, ticketing, change management, help-desk support tools, system management software, ITIL best practices, and applying IT Service Management processes to maintain the automation service supported by the maintained tools.

- Day to day Hashicorp Vault operations such as upgrades, security patching, and working with different team’s Vault use-cases. - Vault Stability improvements - built tools to identify stale data in Vault, and to clear them, this resulted in a 50% reduction of memory footprint on the cluster. - Chaos Engineering project - lead a project that built an automation framework for resiliency testing which helped identify some of the inherent dependencies and some misconfigurations. - Automation improvements - script validation tool; a testing framework built on Python unit test to validate automation scripts and create dependency graphs. - Log analysis - identify and advise teams about incorrect Vault usage by inspecting audit logs. And currently working on a POC to automate this process using Open Distro (a project based on Elasticsearch) - Oncall - respond to issues/outages and patching systems.

Service Coordinator for global accounts, coordinating LATAM providers.

Responsible to help the Service Desk operation with the process and insuring that the Service Desk Analysts were following the right process. Used the Visio tool to create the flow of the process and used the Microsoft SharePoint design tool. I was also responsible to maintain the knowledge base update by creating new documentation and also validating documentation that the agents also created.