Systems Engineer | Site Reliability Engineering, Cloud Infrastructure & IT Support

• Serve as Subject Matter Expert (SME) for a fraud prevention application, owning its infrastructure, configuration, and ongoing maintenance end to end.
• Manage and provision the application's AWS infrastructure, working directly in the AWS console and building infrastructure as code with Terraform.
• Actively participate in technical decisions on architecture, configuration, and priorities alongside the development and infrastructure teams.
• Joined the application before its initial production launch and helped drive the infrastructure adjustments required to bring it live, then led the go-live effort, coordinating with cross-functional teams across multiple countries.
• Playing a key role in a parallel infrastructure and application upgrade built from the ground up, engineered to avoid downtime during the transition; currently in its final stages.
• Contributed to improving application response time from approximately 1.2s to about 900ms by identifying and addressing performance bottlenecks.
• Monitor production environments using Splunk and Dynatrace to detect issues early and support system availability and performance.
• Collaborate with development and QA teams to diagnose, prioritize, and resolve application issues.
• Perform log analysis and write automation scripts across Linux and Windows environments to streamline routine operational tasks.
• Participate in on-call rotation, providing after-hours incident response and support.
• Contribute to documentation and continuous improvement of internal support processes.

• Designed and implemented proactive monitoring systems using LogicMonitor and Splunk, reducing downtime by identifying and resolving issues before they impacted clients.
• Automated recurring IT tasks — software updates, backups, and user provisioning — using PowerShell, cutting manual workload and improving operational efficiency.
• Supported infrastructure reliability initiatives, working across monitoring, alerting, and routine platform maintenance for production systems.

• Configured, managed, and maintained BAC Credomatic's regional e-commerce and fraud prevention platforms, ensuring system integrity and regulatory compliance.
• Developed a certificate monitoring plan for regional e-commerce websites, reducing the risk of service interruptions and breaches of banking security standards.
• Implemented real-time monitoring in Splunk for the e-commerce platform, supporting the onboarding of new affiliated merchants across the region.

• Managed monitoring, service requests, incidents, and technical tasks related to infrastructure and Realtime Gaming systems.
• Developed a standardization and continuous improvement plan for new staff training.

• Managed Linux and Windows-based systems supporting development engineers, and led the Data Restoring area across both operating systems.
• Built a documentation and training plan for new staff, reducing average ticket resolution time by 23% between Q1 and Q4 2017 (from 4 to 3 days per ticket).
• Led a training standardization initiative for the Design Hosting area, improving team knowledge and the area's resolution rate.

• Supported end users of the LoadRunner application, applying modifications to scripts generated by the software.

• Provided technical support for cable, internet, and billing inquiries to Time Warner Cable customers; supported the transition of 20+ agents from training to production and served on the account's escalation team.

• Provided hardware and software technical support to on-site and remote employees, coordinating with suppliers on purchases and warranty processes, including equipment purchasing for Deloitte's Honduras office.