Summary
Overview
Work History
Education
Skills
Nationalities
Areas Of Expertise
Professional Development
Timeline
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Kermith Aglietti

Senior Cloud Applications Engineer
Montes De Oca,SJ

Summary

Highly qualified information technology manager and business transformation professional with over 20 years of experience. Successfully providing high-tech IT solutions and effectively managing multiple IT operations and organizations. Consistently driving innovation, streamlining processes, and delivering exceptional results. Skilled in leading cross-functional teams and implementing strategic initiatives to optimize business performance.

Overview

11
11
years of professional experience
1998
1998
years of post-secondary education
4
4
Languages

Work History

Sr. Cloud Applications Engineer - Cloud Services

Opentext
05.2021 - Current
  • Responsible establishing work environments through AWS for the SaaS customers along with debugging and investigating bugs and failures within the environments, which includes web application servers, infrastructure & databases to a certain extent.
  • Leading and Global POC of Micro Focus Connect Application in SaaS environment, which works like and integration bridge between 3rd party application.
  • Proposing software solutions including documentation, flowcharts, layouts, and pure scripting. Excellent communication and time management skills to interface with DBAs, Network Administrators, Application Consultants, Client Managers and Customers to handle a multiple ongoing activity.
  • AWS infrastructure maintenance with EC2, S3 buckets, Route 53, and troubleshooting with load balancers and target groups.

Azure Duty Manager

Tek Experts
07.2018 - 04.2021
  • Company Overview: Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.
  • Accountable for implementing and ensuring resource and task management across multiple engineering teams.
  • Performed duties in accordance with all applicable standards, policies, and regulatory guidelines to promote safe working environment.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Resolved problems, improved operations, and provided exceptional service.
  • Managed available engineering resources to balance technical tickets and ensure work on critical tasks.
  • Managed working schedules for the engineers, including vacations and compensation time.
  • Delivered exceptional level of service to each customer by managing project tasks/schedules, strategic goals, priorities and follow up on team assignments leading to and improvement in CSAT scores.
  • Identified incidents with CPE risk and involve team managers to proactively identify root cause and recovering customer´s support experience.
  • Managed stakeholder´s relations and communication to ensure customer satisfaction independently of escalation path and lifecycle of customer incidents.
  • Escalated and provided follow up to support tickets routed to other teams leading to increased satisfaction in customer support.
  • Implemented and drove a backlog management process using a scheduling assignment tables and spreadsheets to move from a reactive to a proactive incident management, increasing customer satisfaction by reducing incident response time from 6+ days to 2 hours complying with all SLA metrics established by vendor and customer´s contracts.
  • Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.

Subject Matter Expert (SME) for Microsoft Dynamics

Tek Experts
07.2017 - 07.2020
  • Company Overview: Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.
  • As Operations Manager contributed to the Dynamics CRM operation implementation in Costa Rica, working closely with Microsoft TAs, PTAs and SDM.
  • Involved in hiring process and candidate's selection.
  • Developed and delivered training plans for the Dynamics and Case Handling.
  • Lead a team of 44 support engineers in charge of support and troubleshoot Microsoft Dynamics CE application.
  • Organize and facilitate projects, daily standups, and retrospectives for each of the teams.
  • Focused on ensuring and maintaining the technical wellness of the support engineering staff, customer wellness, case management, KPI and backlogs review, technical customer recoveries and escalations.
  • Worked directly with Microsoft PTAs to ensure the delivery of an excellent customer support and experience.
  • Close communication with Developing and Product teams to report and discuss product BUGs and fixes.
  • Driving daily meetings with Support Engineers and PTAs to share knowledge and open communication channels to deliver the best customer experience.
  • Reports and schedules generation.
  • Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.

Level 3 Software Support Engineer

Tek Experts
10.2015 - 07.2017
  • Company Overview: Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.
  • Recruited by Global IT Leader Tek Experts to serve as Level 3 support engineer and team lead for the HP Operations Manager suite of products.
  • Troubleshoot with advanced customers, providing strong knowledge with HP-UX, Linux, Solaris and Windows equipment. Basic knowledge of Network Node Manager Software, Oracle databases, and others HP/ Microfocus software products. Support oriented to complex issues requiring high technical skills and worked most of the cases under pressure.
  • Specialized in Customer Service and Quality Performance over the last years obtaining one of the highest qualifications.
  • Developed and maintained courteous and effective working relationships.
  • Worked with Tek Experts customers to understand needs and provide excellent service.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Identified issues, analysed information, and provided solutions to problems.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Leading Global information and communication technology company, offering a full range of technology products, solutions, and services.

IT Developer/Engineer III Specialist

Hewlett Packard
11.2013 - 10.2015
  • Company Overview: A multinational, industry leading company providing software solutions to customers worldwide.
  • Recruited by Hewlett-Packard, a multinational, industry leading company providing software solutions to customers worldwide. Selected for positions of increasing responsibility from Level 1 and 2 Engineer to Premium Support/NASE Engineer based on excellence in project leadership and advanced technical support.
  • Created, developed, and deployed monitoring solutions to the HP IT environment.
  • Worked as a Project Manager during the HP company transition working with a developer team located in China.
  • Performed as a L4 support engineer/designer.
  • Lead Engineer in Costa Rica for Operations Manager for Unix/Linux software and Operations agents running in Windows, Linux and HPUX platforms.
  • Review and support Pearl and Shell scripts implemented in production environment.
  • Created and Implemented solutions to monitor the whole HP IT NGDC and Cloud environment.
  • Performed as software support engineer for Operations Manager for Unix (HPUX, Solaris and Linux) and Windows, able to troubleshoot with advanced customers, providing strong knowledge with HP-UX, Linux, Solaris and Windows equipment.
  • Developed knowledge of Network Node Manager Software, Oracle databases, and others HP software products.
  • Conferred with engineers and designers to investigate and solve failure issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • A multinational, industry leading company providing software solutions to customers worldwide.

Education

Bachelor of Science - Computer Science

Instituto Tecnológico De Costa Rica

Skills

Project Leadership

Nationalities

  • Italian
  • Costa Rican

Areas Of Expertise

  • Project Leadership
  • Business Plan Development
  • IT Governance
  • Decision Making
  • Team Building/Recruitment
  • Relationship Building
  • Cloud Technology
  • Network and Infrastructure Administration
  • Systems Operations on AWS
  • Kubernetes Beginners and Administration training
  • Scrum Master
  • Strategic Planning and Direction
  • Cost Control/Reduction
  • Change Management and Process Control

Professional Development

  • Network and Routers configuration
  • Web sites development HTMLSQL Database administration
  • Technical support and maintenance of computers degree
  • Network installation, cabling, software installation, general maintenance and configuration of equipment
  • Linux Networking and Administrator 1 and 2
  • Solaris 10 Administration 1 and 2
  • Cisco CCNA Module 1-4 Completed. (Universidad de Costa Rica)
  • 10962 Advanced Automated Administration with PowerShell (Eleve8)
  • Microsoft Azure IaaS L200 support completed (Microsoft internal Trainings Portal)
  • Scrum Master Professional
  • Systems Operations on AWS

Timeline

Sr. Cloud Applications Engineer - Cloud Services

Opentext
05.2021 - Current

Azure Duty Manager

Tek Experts
07.2018 - 04.2021

Subject Matter Expert (SME) for Microsoft Dynamics

Tek Experts
07.2017 - 07.2020

Level 3 Software Support Engineer

Tek Experts
10.2015 - 07.2017

IT Developer/Engineer III Specialist

Hewlett Packard
11.2013 - 10.2015

Bachelor of Science - Computer Science

Instituto Tecnológico De Costa Rica

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Kermith AgliettiSenior Cloud Applications Engineer