Experienced IT Support Specialist & Software Engineer
Proven expertise in providing advanced technical support across multiple platforms, developing scalable software solutions, and leading high-performing IT teams. Specialized in troubleshooting complex systems, Linux administration, and driving business growth through technology.
System Administration
Windows Server, Linux, Active Directory, Network Infrastructure
Cloud & Development
AWS, Azure, Full-Stack Development, DevOps, Linux Systems
Leadership & Mentoring
Team Leadership, Training, Process Improvement
Experience at a Glance
A comprehensive overview of my professional journey and technical expertise
Education
Academic foundation supporting technical expertise
University of ther Caribbean (Unicaribe)
Comprehensive computer science program focusing on programming fundamentals, system administration, and network technologies.
Academic Achievements
- Dean's List recognition for academic excellence
- Completed capstone project on network security
- Active member of Computer Science Student Association
- Participated in programming competitions
Relevant Coursework
Continuing Education & Professional Development
Recent certifications and professional development courses
Google Career Certificates
Comprehensive IT support training covering troubleshooting, customer service, networking, operating systems, system administration and security.
Skills Acquired:
Microsoft Learn
Cloud computing concepts, Azure services, security, privacy, compliance, and Azure pricing and support.
Skills Acquired:
Perscholas
Development of front-end and back-end applications using Java, Spring Boot, REST APIs, databases, and modern web technologies.
Skills Acquired:
CodePath
Covers core web development principles with HTML, CSS, JavaScript, and modern frameworks for building dynamic websites.
Skills Acquired:
CodePath
Focuses on full-stack web apps with advanced backend development, authentication, databases, and deployment.
Skills Acquired:
ServiceNow
Platform basics, incident management, problem management, change management, and service catalog.
Skills Acquired:
IBM
Data analysis concepts, tools, and techniques including Excel, SQL, and data visualization.
Skills Acquired:
Featured Company Experiences
In-depth look at my most impactful roles, showcasing technical leadership, infrastructure modernization, and comprehensive system management.
Provided comprehensive IT support across Amazon's global infrastructure while transitioning to software development role, focusing on advertising platform optimization and system reliability improvements.
Developed scalable software solutions for Amazon's advertising platform, focusing on system reliability, performance optimization, and revenue growth initiatives.
Key Achievements
- Implemented monitoring module reducing system downtime by 40%
- Improved ad targeting algorithm efficiency, reducing latency by 30%
- Mentored junior engineers and participated in code reviews
- Collaborated with cross-functional teams on high-impact projects
Technologies
Provided comprehensive IT support across Amazon's global infrastructure, managing complex hardware/software troubleshooting and equipment lifecycle management.
Key Achievements
- Provided escalation support via chat, phone, and tickets for complex issues
- Managed IT equipment allocation and maintenance throughout Sort Center
- Handled RMA and repair processes for all devices under warranty
- Created and updated SOPs improving team knowledge management
Technologies
Leadership Experience
Proven track record of leading teams and driving organizational success
Led 24/7 Network Operations Center with team of 12 technicians, managing critical telecommunications infrastructure.
Key Achievements
- Supervised round-the-clock network monitoring operations
- Implemented team training programs improving technical capabilities
- Developed standard operating procedures increasing efficiency by 30%
- Maintained 99.5% SLA compliance through effective team coordination
Managed complete IT infrastructure modernization project, leading cross-functional teams and technology initiatives.
Key Achievements
- Led infrastructure transformation reducing costs by 30%
- Coordinated with multiple departments for seamless technology adoption
- Mentored junior IT staff on virtualization technologies
- Established IT governance and best practices
Provided leadership consulting for IT transformation projects across multiple organizations.
Key Achievements
- Guided 15+ organizations through technology modernization
- Mentored 50+ IT professionals on best practices
- Led project teams ranging from 5-20 members
- Achieved 98% client satisfaction through effective leadership
Linux Expertise & Projects
Comprehensive Linux system administration experience across multiple distributions and enterprise environments
Ubuntu Server
Production servers, cloud deployments
CentOS/RHEL
Enterprise environments, critical systems
Debian
Web servers, development environments
Amazon Linux
AWS cloud infrastructure
SUSE Linux
Enterprise applications
Managed 100+ Linux servers across multiple distributions including Ubuntu, CentOS, RHEL, and Debian in production environments, ensuring high availability and optimal performance.
Key Achievements
- Maintained 99.9% uptime across all Linux servers
- Automated server provisioning reducing deployment time by 70%
- Implemented centralized logging and monitoring
- Managed user access and security policies
Technologies
Implemented comprehensive security hardening procedures following CIS benchmarks and industry best practices, including firewall configuration, intrusion detection, and access control.
Key Achievements
- Achieved 100% compliance with security standards
- Reduced security incidents by 85%
- Implemented multi-factor authentication
- Created automated security audit scripts
Technologies
Developed comprehensive automation solutions using Bash, Python, and Ansible for system configuration, deployment, and maintenance tasks across large-scale Linux environments.
Key Achievements
- Created 50+ automation scripts for routine tasks
- Reduced manual configuration time by 80%
- Implemented Infrastructure as Code practices
- Automated backup and recovery procedures
Technologies
Implemented comprehensive monitoring solutions using Nagios, Zabbix, and custom scripts to track system performance, resource utilization, and application health.
Key Achievements
- Improved system performance by 40% through optimization
- Implemented proactive alerting reducing downtime
- Created custom performance dashboards
- Optimized resource allocation and usage
Technologies
Configured and managed complex network setups including VLANs, routing, DNS, DHCP, and VPN connections on Linux systems, ensuring optimal network performance and security.
Key Achievements
- Configured secure VPN access for 200+ remote users
- Implemented network segmentation and VLANs
- Reduced network latency by 30%
- Created network troubleshooting procedures
Technologies
Expert-level command line proficiency with advanced system administration tasks including process management, file system operations, log analysis, and system troubleshooting.
Key Achievements
- Mastered 200+ Linux commands and utilities
- Created efficient one-liner solutions for complex tasks
- Developed advanced log parsing and analysis scripts
- Optimized system startup and service management
Technologies
Freelance & Consulting Projects
Independent consulting work showcasing diverse technical expertise and project leadership
Complete network infrastructure design and implementation for small to medium businesses, including server setup, network configuration, and security implementation.
Key Achievements
- Deployed 25+ complete infrastructure setups
- Reduced deployment time by 60%
- Implemented standardized security protocols
Technologies
Migrated on-premise infrastructure to virtualized and cloud environments, including AWS and Azure deployments with improved scalability and cost efficiency.
Key Achievements
- Migrated 15+ on-premise environments
- Achieved 45% cost savings on average
- Zero downtime migrations for critical systems
Technologies
Designed and implemented structured cabling systems for office buildings and data centers, ensuring optimal network performance and future scalability.
Key Achievements
- Completed 30+ cabling projects
- Installed 10,000+ cable drops
- Achieved 100% cable certification rate
Technologies
Developed AI-powered applications and chatbots using OpenAI APIs, creating intelligent customer service solutions and automated content generation systems.
Key Achievements
- Built 8+ AI-powered applications
- Improved customer response time by 80%
- Automated content generation workflows
Technologies
Deployed comprehensive network and system monitoring solutions using Nagios, providing real-time alerts and performance metrics for critical infrastructure.
Key Achievements
- Deployed monitoring for 50+ servers
- Reduced incident response time by 75%
- Implemented proactive alerting systems
Technologies
Created business intelligence dashboards using Power BI and custom web applications, providing executive-level insights and operational metrics.
Key Achievements
- Created 20+ business intelligence dashboards
- Improved decision-making speed by 65%
- Automated data reporting processes
Technologies
Ready for Your Next Project?
Leverage my extensive freelance experience to solve your technical challenges and drive your business forward.
Volunteer Experience
Contributing to community development through technology and mentorship
Local Community Centers
Providing free technical support and computer literacy training to underserved communities.
Impact & Achievements
- Trained 200+ community members in basic computer skills
- Set up computer labs in 3 community centers
- Organized technology workshops for seniors and students
- Donated and configured refurbished computers for families in need
Professional Development Initiative
Mentoring young professionals entering the IT field, providing guidance on career development and technical skills.
Impact & Achievements
- Mentored 25+ aspiring IT professionals
- Helped 15 mentees secure their first IT positions
- Conducted resume reviews and interview preparation sessions
- Organized networking events connecting mentees with industry professionals
Community Impact Summary
Language Proficiency
Multilingual communication capabilities for global collaboration
Native speaker with excellent written and verbal communication skills
Communication Skills
Professional proficiency in technical and business communication
Communication Skills
Verbal Communication
Excellent verbal communication skills in both languages for client interactions and team collaboration
Technical Writing
Proficient in creating technical documentation, reports, and procedures in both languages
Presentations
Experienced in delivering technical presentations and training sessions to diverse audiences
Professional Experience & Projects
A comprehensive showcase of my 15+ years journey from technical support to software engineering, highlighting key achievements across system administration, network operations, and software development.
Filter by Category
Showing 12 of 12 projects
Developed scalable software solutions to drive advertising revenue growth for Amazon's advertising platform, focusing on system reliability and performance optimization using Java, Python, and AWS services.
Key Achievements
- Implemented monitoring module reducing system downtime by 40%
- Improved ad targeting algorithm efficiency, reducing latency by 30%
- Mentored junior engineers and participated in code reviews
- Collaborated with cross-functional teams on high-impact projects
- Deployed applications on Linux-based AWS infrastructure
Technologies Used
Led IT support initiatives and performance optimization projects, focusing on developing monitoring solutions and improving team efficiency through documentation and mentoring across Linux and Windows environments.
Key Achievements
- Developed performance dashboards for system monitoring
- Authored support procedure documents improving resolution efficiency by 25%
- Mentored junior support staff on troubleshooting best practices
- Coordinated cross-functional teams for scalable IT solutions
- Managed Linux server infrastructure for monitoring systems
Technologies Used
Specialized consulting services for infrastructure modernization, cloud migrations, and system optimization. Led comprehensive projects from on-premise to cloud transitions, structured cabling installations, and advanced monitoring implementations using Linux systems.
Key Achievements
- Successfully migrated 15+ on-premise environments to cloud
- Implemented Nagios monitoring for 50+ Linux servers across multiple clients
- Completed 30+ structured cabling projects with 100% certification rate
- Deployed OpenAI integrations improving customer service efficiency by 80%
- Created 20+ custom business intelligence dashboards
- Achieved average 45% cost savings through cloud optimization
- Managed Linux server farms with 99.9% uptime
Technologies Used
Provided comprehensive IT support to end users across multiple platforms including Linux systems, specializing in complex hardware/software troubleshooting and network infrastructure management. Managed IT equipment lifecycle and provided escalation support globally.
Key Achievements
- Provided escalation support via chat, phone, and tickets for complex issues
- Managed IT equipment allocation and maintenance throughout Sort Center
- Handled RMA and repair processes for all devices under warranty
- Created and updated SOPs improving team knowledge management
- Maintained current knowledge of policies for technically accurate solutions
- Supported Linux-based systems and applications
Technologies Used
Provide advanced IT support services to multiple clients, specializing in complex troubleshooting and system optimization across Windows, macOS, and Linux platforms and environments.
Key Achievements
- Delivered advanced IT support across Windows, macOS, and Linux platforms
- Performed system maintenance, updates, and security configurations
- Managed incident escalations with detailed documentation
- Trained client staff on effective troubleshooting techniques
- Implemented Linux server solutions for small businesses
- Maintained 98% client satisfaction rate
Technologies Used
Led comprehensive infrastructure modernization initiatives using virtualization technologies and implemented advanced system management solutions. Orchestrated complete infrastructure enhancement with focus on scalability and performance.
Key Achievements
- Orchestrated infrastructure enhancement using virtualization technologies
- Achieved 30% reduction in hardware costs and 40% increase in system performance
- Integrated enhancements into key management system modules
- Designed and implemented multiple data dashboard solutions with Power BI
- Led research, development and implementation of new technological solutions
- Deployed Linux virtual machines for specialized applications
Technologies Used
Provided comprehensive software development and IT consulting services to diverse clients, building scalable web applications, implementing cloud solutions on Linux infrastructure, and optimizing existing systems for improved performance.
Key Achievements
- Built responsive e-commerce website resulting in 25% increase in client sales
- Improved web application performance by 30% through optimization and caching
- Developed custom CMS reducing content management time by 50%
- Managed multiple concurrent projects while meeting all deadlines
- Implemented CI/CD pipelines reducing deployment time by 60%
- Deployed applications on Linux servers with high availability
Technologies Used
Comprehensive technology role encompassing VMware virtualization management, full-stack web development using ASP.NET/VB.NET, Windows Server administration, and social media management. Led complete digital transformation initiatives while maintaining high-availability systems.
Key Achievements
- Implemented and managed VMware virtualization infrastructure for 50+ VMs
- Developed 10+ custom web applications using ASP.NET and VB.NET frameworks
- Administered Windows Server 2008/2012 environments for 200+ users
- Managed Active Directory, DNS, DHCP, and Exchange Server services
- Configured and maintained mail server infrastructure with 99.9% uptime
- Led social media strategy increasing following by 300% across 4 platforms
- Designed responsive web interfaces improving user experience by 60%
- Reduced hardware costs by 40% through virtualization optimization
- Deployed Linux virtual machines for specialized services
Technologies Used
Specialized in commercial management systems development and database optimization using Embarcadero RAD Studio. Developed business intelligence applications, communication systems, and casino management solutions.
Key Achievements
- Developed comprehensive improvements for commercial management systems
- Optimized SQL databases achieving 35% performance improvement
- Created robust email sending and receiving systems for business communication
- Implemented instant messaging systems enhancing internal communication
- Built business intelligence applications for advanced data analysis and reporting
- Developed specialized shift management and casino management systems
- Delivered all projects on time with zero critical bugs in production
Technologies Used
Comprehensive IT role in Dominican Republic government institution providing technical support, system administration, network management, and custom software development for youth ministry operations serving thousands of citizens.
Key Achievements
- Managed complete network infrastructure for government institution serving 500+ staff
- Provided advanced technical support with 95% first-call resolution rate
- Administered Windows Server environments and 500+ user accounts in Active Directory
- Developed custom applications for ministry operations improving efficiency by 40%
- Implemented network security protocols ensuring government compliance standards
- Maintained 99.8% system availability for critical government services
- Created disaster recovery procedures and backup systems
- Trained ministry staff on technology best practices and security protocols
- Managed Linux servers for specialized government applications
Technologies Used
Supervised 24/7 Network Operation Center operations for telecommunications provider, managing network infrastructure monitoring, incident response, and ensuring optimal network performance for thousands of customers.
Key Achievements
- Supervised 24/7 network operations center with team of 12 technicians
- Managed network incident response achieving 99.5% SLA compliance
- Monitored network performance for 10,000+ customer connections
- Coordinated with technical teams reducing mean time to resolution by 50%
- Implemented proactive monitoring protocols preventing 80% of potential outages
- Maintained service level agreements for telecommunications clients
- Developed standard operating procedures improving team efficiency by 30%
- Led team training programs enhancing technical capabilities
- Utilized Linux-based monitoring and management tools
Technologies Used
Foundation role in educational technology environment providing comprehensive IT assistance, system maintenance, and user support. Gained essential experience in troubleshooting, system administration, and customer service in academic setting.
Key Achievements
- Provided technical support to 2,000+ students and 200+ faculty members
- Performed hardware diagnostics and repairs with 90% success rate
- Installed and configured software applications across 300+ workstations
- Maintained computer labs and educational technology infrastructure
- Resolved network connectivity issues with average 2-hour response time
- Documented support procedures creating knowledge base for team
- Assisted with technology upgrades and system migrations
- Trained new support staff on troubleshooting methodologies
- Gained foundational Linux system administration experience
Technologies Used
Technical Skills
Comprehensive technical expertise across multiple domains and technologies
Certifications
Professional References
Available upon request from former colleagues and clients
Professional References
Former supervisors and colleagues who can attest to technical expertise and work performance
Academic References
Educational institution contacts who can speak to academic achievements and learning capabilities
Character References
Personal and professional contacts who can vouch for integrity and character
Professional references from former supervisors, colleagues, and clients are available upon request. References can speak to technical expertise, leadership capabilities, and professional character.
References will be provided promptly upon request with contact information and relationship details.
Let's Connect
Ready to discuss how my expertise can contribute to your team's success