Work experience

• Technical Account Manager/ Service Engineer

  Supermicro

  2024.06-Current

  (2 years)

  (2 years 1 month) Dedicated Customer Success & Strategic Account Management: Provides comprehensive support and strategic service program oversight for a Top 5 global customer, fostering high-level relationships and ensuring long-term operational efficiency and satisfaction. Service Desk Leadership & Technical Oversight: Manages the Service Desk team to ensure high-quality support delivery, while acting as the primary escalation point for complex technical challenges from help desk and field engineers. Expert-Level Issue Resolution & Escalation Management: Effectively collaborates with diverse engineering teams to navigate high-stakes technical hurdles, delivering timely, scalable solutions for mission-critical environments. Cross-Functional Collaboration: Partnered seamlessly with internal teams (Engineering, Sales, RMA, Production) and external organizations to deliver integrated, end-to-end customer support and hardware lifecycle management. Proactive Service Monitoring & Documentation: Systematically monitors service cases for assigned accounts to ensure consistent follow-up, while developing vital technical support documentation and training protocols for internal teams and clients. Onsite Engagement & Solution Delivery: Conducts regular customer site visits to gain an in-depth understanding of infrastructure requirements, present tailored service solutions, and lead the coordination of complex onsite integration projects. Performed complex server installations, configurations, and optimizations using industry best practices like IPMI and Ubuntu bootable USB to ensure optimal system performance and meet stringent uptime SLAs. Implemented proactive maintenance strategies, including firmware updates, system health monitoring, and component stress testing, to minimize downtime and prevent potential hardware failures. Experience with integrating and support of next-generation GPUs within Supermicro server platforms for high performance AI and machine learning workloads.
• IT Sr System Engineer

  Cadence Design Systems

  2021.12-2023.09

  (2 years)

  (1 year 10 months) CyberArk PAM/EPM SysAdmin/Application Vulnerability testing: Technical support/administration of 50,000+ CyberArk Privilege Accounts and Vault services for the entire company worldwide. Creating and maintaining of CyberArk test environment from the ground up including hardware/virtual machine building, OS setup (windows 2008-2019,IIS Server, Domain controller), CyberArk PAM (Vault, PVWA, CPM,PTA) installation, Integrations (RADIUS, LDAP, Active Directory) and upgrade from v10.6-12.2. Build safes and add accounts as needed. Troubleshoot and fix all problems and work with CyberArk support if needed. Assisted the Platform Services team with editing bash scripts utilizing GitHub and VScode. In charge of technical support, instruction, documentation, and organization of web application vulnerability (AppSpider) for 20+ teams. Created guidelines and project plans for production upgrades including purchase/set up of new hardware/VMs, and coordinated worldwide network configurations, and backup systems. Provides cross-functional team support to applications, systems, and security administrators. Responsible for monitoring, maintenance, and continuous improvement of assigned operations and technologies. Support projects for defining requirements, conducting analysis, evaluating options, implementing/testing solutions, creating procedures, and establishing operations and support.
• Senior Data Center Operations Engineer

  VMware

  2019.10-2021.11

  (2 years)

  8 years 1 month (2 years 2 months) Served as Sr. Staff for new contractors to provide guidance and training. Took a “liaison” Project Management role for major Data Center projects. Server Deployment Automation: Installed and configured ESXi 5.0 – 7.0, scripting through IPMI with batch/shell scripts for mass deployment, and configuration of Dell PowerEdge, Apple, and HP ProLiant servers. Working knowledge of Cisco, Gigamon, Extreme network, Brocade VDX, and Arista. Working knowledge of PXE, bash scripting automation with customized kickstart by utilizing Corporate PXEe, and buildweb environment for mass OS deployment. Tracked assets with DCIM (Asset Management) tool Nlyte, maintained wiremapDB updates, Power (PDU)/Cooling monitoring via PowerIQ, and Helpdesk ticketing system with ServiceNow, Jira, and HelpNow+. Provided remote support via OOB (iDrac/iLo), RDP, and SSH for configuration, updates, and troubleshooting of networking, storage, hardware, and OS. Maintaining Dell Open Management server patching infrastructure. Took lead/PM role in decommissioning of data center and migrated all hardware/services to a new data center.
• Data Center Operations Engineer

  VMware

  2017.09-2019.10

  (2 years)

  (2 years 2 months) Maintain all operations systems and perform all emergency functions required for smooth operation. Manage and perform all critical and noncritical processes and participate in various predictive maintenance programs. Rack, diagnose, cable, and configure all hardware that pertains to a Data Center environment. Provide onsite support for device troubleshooting to include power cycles/ reboots, cable testing/replacement, and media handling support. Ensured that the facility inventory was accurately updated regularly; based upon moves, additions, and changes. Use of proprietary ticketing system and company software for hardware management Respond, action, and resolve requests/faults logged both internally and externally.
• Technician

  Datacenter

  2013.11-2017.09

  (4 years)

  (3 years 11 months) Responsible for ensuring data center availability and reliability of multiple data centers to meet the requirements of data operations Handle responsibilities of developing communication channels for providing accurate information, externally and internally Perform the task of providing support to the staff in preventative maintenance and repairing of systems Provide support to senior engineers in preventative maintenance of data systems Handle the task of providing input in developing budget plans
• Data Specialist/Space Planner

  IBM Global Business Services

  2010.12-2013.10

  (3 years)

  (2 years 11 months) Troubleshooting, hardware monitoring, and system administration experience (power, network,HCM, battery, etc.). Install, discontinue, and move server hardware, racks, and networking equipment Inventory, consolidate, and manage hardware within a large data center and smaller “satellite” labs Experience with 2D Autocad floorplanning and data center layout including company assets, safety equipment, cooling systems, and power distribution units Use of proprietary ticketing system and company software for hardware management Setup power, fiber, network (copper), blade systems, and switches for initial installs

Educational experience

• UC Berkeley Extension

  Project Management

  2016.01-2020.01

  (4 years)
• University of Phoenix

  AA, Business

  2007.01-2009.01

  (2 years)

Certificates