***Updating Resume Linked in Profile attached for the time being*** 

Experienced Escalation Engineer with a strong focus on client infrastructure support, incident management, and proactive system health analysis. I specialize in resolving complex escalations across server, backup, firewall, and cloud environments while improving operational processes and documentation standards.

Lead triage and resolution of high-priority technical escalations, reducing turnaround time and improving client satisfaction.

Conduct monthly infrastructure health checks to identify recurring issues, expired licenses/subscriptions, and stability risks.

Manage core systems including Windows Servers, backup infrastructure, FortiGate firewalls, virtualization (VMware/Hyper-V), and Azure networking/security (policies, conditional access).

Collaborate with Solution Architects and Client Success Managers to recommend tailored, scalable solutions aligned with client business goals.

Generate monthly client-facing reports outlining infrastructure risks, gaps, and actionable insights.

Developed a standardized off-hours patching process covering pre-patch validation, live deployment, and post-patch verification—reducing downtime and increasing consistency.

Led ITGlue documentation initiatives, establishing standards and ensuring full client environment visibility across teams.

Partnered with SMEs to create a living patching standards guide, supporting secure and stable infrastructure updates.

Stepped in as interim team lead during management leave, overseeing ticket flow, SLA adherence, and team coordination.

Streamlined daily escalation reviews and queue cleanup to improve team performance and responsiveness.

Balanced team workload by analyzing utilization and redistributing tickets, supporting engineer efficiency and morale.

Always looking for ways to bridge technical execution with strategic client outcomes.