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
Business Plan Development
IT Governance
Decision Making
Team Building/Recruitment
Relationship Building
Cloud Technology
Troubleshooting
Scripting
Reporting
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