Change Management It Infrastructure

CELESTE ROBLES-ELIAS

*******.***********@*****.***

Reston, VA

Cell: 703-***-****

SUMMARY:

●Dedicated, self-motivated IT professional with over 10 years of diverse operations experience including change management in the context of agile methodology leading complex, matrixed projects that drive business transformation.

●Over 10 years of experience with cloud (e.g. AWS) services, components, and infrastructure, as well as IT infrastructure including Unix, Redhat Linux, Centos Linux, networks, firewalls, routers, and load balancers.

●Experienced at designing and implementing comprehensive training and communication strategies, including creating engaging, on-demand learning solutions, ensuring smooth technology adoption and maximizing stakeholder engagement across all levels of the organization.

●Responsible for problem determination and recovery of the VMG/EA applications, operating systems, services and member related issues. Independently resolved problems of complex level for multiple services, tools, and applications

●Over 10 years of experience in the financial services industry (e.g. Freddie Mac and Visa)

●Comfortable in high-pressure environments and unusual working hours needed for server maintenance and deployments.

●Managed large-scale customers at various Data Centers including Equinix, Rackspace, Dropbox, JP Morgan Chase, Visa, SAP Americas, Freddie Mac, etc.

●Provided support for the administration of several production servers running RHEL 4/5 and CentOS supporting J2 web application servers (Tomcat), and web services

●Migration of servers over time from RedHat to CentOS for cost reduction

●Documented Systems and procedures for AOL proprietary infrastructure including creating VISIO diagrams

●Monitored and escalated Linux systems that run AOL core messaging system for Authentication. Worked with Engineers to resolve issues in timely manner

●As a solution-oriented team player, committed to delivering the highest quality customer service and meet demanding SLAs.

●Experienced in UNIX/Linux administration, with a proven ability to absorb, learn and implement new technologies in minimum time and an Intermediate Cisco Certified Network Associate (CCNA) and experience with Cisco Systems

●Proficient in stakeholder management (e.g. functioned as scrum master), and experienced at navigating cross-functional teams to ensure project success, leveraging the Atlassian Suite (e.g. JIRA, Confluence) to manage workflows and improve collaboration.

●Utilize my strong technical skills combined with excellent interpersonal, communication, and organizational skills to provide technological solutions to world-class companies.

TECHNICAL SKILLS:

●Linux/ Unix Systems Administration

●Scripts editing, maintaining, and updating (Shell and Perl)

●Atlassian Suite products (e.g. JIRA, Confluence)

●Delivery of core IT capabilities within shared services

●IT Networking knowledge (troubleshooting network issues with ipconfig, traceroute, netstat, tcpdump etc.)

●High Availability (HA) and Disaster Recovery (DR) planning and coordination

●Hardware installations (Memory, PCI, Hard Drive, Motherboard, LCD, etc.)

●SME Hardware Engineer for HPE servers and Storage enclosures (3PAR)

●Installing Operating System/Applications, Hardware and assembling computer

●Extensive Experience with BIOS functions

●Microsoft Office 2003 (Word, Excel, Power Point, Outlook) and Microsoft Visio

●Microsoft Lync 2010, 2013

●Skype for Business

●HTML

●Intermediate Cisco Certified Network Associate (CCNA) and experience with Cisco Systems

●Data Centers – Extensive Experience on ProLiant Servers, DL Series, BL Series, ML Series

●Experience on 3PAR Storage Equipment

●Experience with vSphere Client - performed tests remotely connecting to ESXI and the vCenter server from the various Windows machines

●VMware vSphere Web Client, remotely connected to vCenter Server from different Web browsers and Operating Systems

EDUCATION:

●Bachelor of Science: Information Technology, Cambridge College, Chesapeake, Virginia, Aug 2006 – Aug 2008

●Year Up Program (Scholarship Program)

●Yearlong intensive program that focuses on IT Support with an emphasis on professional development that is required in today's workplace

●A one-year training program that provides technical and professional skills training and six months paid corporate internship. Courses include introduction to computer applications, computer and network support, business writing, time management, critical thinking and conflict resolution

●B.A. International Business (“Commerce Exterior”), Universidad Politecnica del Paraguay, Asuncion, Paraguay (2004-2005)

PROFESSIONAL CERTIFICATIONS:

●ITIL v3 foundation certified

●3PAR certified professional

●Working towards getting the VMware certification, anticipated 2025

PROFESSIONAL EXPERIENCE:

SYSTEMS ANALYSIS SENIOR – Freddie Mac – McLean, VA, April 2021 – July 2024

●Product Owner (PO) and Product Analyst (PA) for infrastructure and application retirement

●Created Confluence for team to manage and improve team communications amongst team members

●Logged work with and created tickets using JIRA on a daily basis to track work and guarantee productivity

●Developed Standard Operating Procedures (SOP) for retirement of infrastructure and applications

●Managed large-scale IT infrastructure projects, overseeing the migration of systems to AWS and on-premise environments, and ensuring seamless integration of Unix/Linux/Wintel servers, networks, firewalls, routers, and load balancers.

●Collaborated with senior management to communicate complex technical issues in clear, concise, non-technical terms, enhancing decision-making and stakeholder engagement.

●Led teams through high-stress environments, delivering on aggressive project timelines and ensuring compliance with SLAs and business objectives.

●Developed custom dashboards and data visualizations using JIRA to monitor project progress and system health, improving transparency and stakeholder communication.

●Improved security of the enterprise through support of the implementation and management of enterprise-wide Identity and Access Management (IAM) and Single Sign-On (SSO) solutions, ensuring secure, efficient, and compliant access controls across multiple platforms.

●Collaborated with application owners, infrastructure owners, and retirement team to identify latencies in the retirement process, issues, and obstacles, bottlenecks, and roadblocks and improve the process by 90%

●Collaborated with application teams, enterprise business technology operations (EBTO), platform teams, and other service delivery management (SDM) teams to fix reports of vulnerabilities, making the vulnerabilities and baseline security configuration (BSC) analysis more effective

●Led the migration migrated from Cloud (VMC) to on-premise Data Centers from planning and designing to implementation (e.g. PeopleSoft and ICM accounting subledger)

●Responsible for planning, designing, and building Infrastructure Engineering to support application development and business projects

●Responsible for building on-premise (DMZ) and Cloud Linux/Windows VMs, Middleware servers, and Database servers

●Designed detailed architecture diagrams with the use of MS Visio

●Took part in Proof of Concept projects with vendors that entailed testing new software and decided whether Freddie Mac should purchase

●Prepared Engineering Designs (charts, tables, diagrams) to present projects and business scopes for existing and new applications

SENIOR INFRASTRUCTURE ENGINEER, (Contract) – Freddie Mac – McLean, VA, Oct 2018 – April 2021

●Responsible for planning, designing, and building Infrastructure Engineering to support application development and business projects

●Oversaw the lifecycle of projects that migrated from on-premise Data Centers to the Cloud (VMC) from planning and designing to implementation

●Responsible for building on-premise (DMZ) and Cloud Linux/Windows VMs, Middleware servers, and Database servers

●Designed detailed architecture diagrams with the use of MS Visio

●Took part in Proof of Concept projects with vendors that entailed testing new software and decided whether Freddie Mac should purchase

●Prepared Engineering Designs (charts, tables, diagrams) to present projects and business scopes for existing and new applications

SUPPORT ENGINEER LEVEL 3, (Contract)– Amazon (AWS) - Chantilly, VA, Feb 2018 – May 2018

●Maintain data warehouse and remediate hardware, firmware and OS issues

●Design and implement software to monitor and diagnose data warehouse hardware systems

●Conduct deep dive troubleshooting for the installation and build of data warehouse grids composed of racks, hosts, switches, cabling and networking

●Provide level 2 (L2) and level 3 (L3) support for systems with on-call shifts.

●Work closely with vendors to assist and support as required

●Review processes and documents in order to improve efficiency within areas of work

●Create new documents and technical instructions on Wiki

●Collaborate with outside teams to resolve customers issues

●Support and maintenance EMC, Hitachi, HP Storageworks, including troubleshooting and repair

INFRASTRUCTURE ENGINEER/ FIELD SERVICE ENGINEER, Hewlett Packard Enterprise, Herndon, VA, Jul 2016 – Dec 2017

●Manage large-scale customers including Equinix, Rackspace, Dropbox, JP Morgan Chase, Visa, SAP Americas, Freddie Mac etc. at various Data Centers

●Partner with HPE account managers and establish direct line of communication for all escalations and project action plans before deployment to our customers

●Engineering Focal Point – Resolved Customers escalations with other Engineers or acted as sole party for rectifying a situation

●Provided level 2 (L2) technical support for numerous servers with frequent rotating on-call shifts.

●Troubleshoot, replace and update dozens of HPE servers with faulty SD cards for Freddie Mac by myself

SR. SYSTEMS ENGINEER (Global Endpoint Operations), Visa International, Inc., Ashburn, VA, Nov 2012 – Jul 2016

●Responsible for problem determination and recovery of the VMG/EA applications, operating systems, services and member related issues. Independently resolved problems of complex level for multiple services, tools, and applications

●Possess advance troubleshooting ability in Unix/Linux, TCP/IP, ISO8583, and TPF processing. Took Network traces and analyzed the results on complex issue

●Analyzing Network traces to track failed transactions and also analyze real time trans-actions to identify error codes

●Participated in problem resolution situations with the appropriate management, support groups, and service partners as required

●Responsible for documenting the analysis, problem identification, and correction of problems for tracking progress and for final resolution implementation

●Coordinate and work with global project teams in upgrading, migrating, and installing servers worldwide

●Meet service level metrics for assigned tickets. Provided guidance to others to ensure team service levels. Managed own ticket queue and team problem queue

●Took sound decisions based on Visa goals and business knowledge. Able to prioritize tasks based on business needs and showed initiative. Responsible for solving complex problems and identify innovative solutions

●Understood the business requirements and how unscheduled outages or incidents impact them. Proactive analysis and monitoring to prevent interruptions to the Core Systems business

●Active member in the project to replace the existing Extended Access (EA) Servers globally running on Sun – Solaris platform with HP Proliant Servers running the new Linux-based EA Software. Migrated more than 300 servers individually

●Made knowledgeable and responsible decisions on routine and non-routine issues. Identified, and analyzed for resolution and document findings. Appreciated for escalating the findings to management in a timely manner

●Followed department procedures and policies. Identified and implement procedural improvements to increase customer satisfaction and/or reduce support costs

●Mentored new team members and shared knowledge of new technology or findings with the team

LINUX ASSOCIATE SYSTEM ADMINISTRATOR, America Online, Inc., Dulles, VA, Aug 2006 – Apr 2012

●Member of 10 persons Linux Systems Administration group responsible for supporting approximately 1,800 servers in a mission critical productions environment

●Administered Linux Servers including: Configuring IPTables, TCP wrappers, SSH servers, files for host/user authentication on a Solaris and RHEL 5 environment

●Leveraged tools for remote troubleshooting including using secure shell (SSH), telnet, and remote desktop protocol (RDP)

●Trouble shooting and resolving issues with Linux OS and Hardware

●Provided support for the administration of several production servers running RHEL 4/5 and CentOS supporting J2 web application servers (Tomcat), and web services

●Migration of servers over time from RedHat to CentOS for cost reduction

●Documented Systems and procedures for AOL proprietary infrastructure including creating VISIO diagrams

●Monitored and escalated Linux systems that run AOL core messaging system for Authentication. Worked with Engineers to resolve issues in timely manner

●Worked and maintain Perl/Shell scripts for maintenance on RedHat servers as needed

●Work with Development and QA teams for improved product support (i.e. Logging, monitoring)

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