Seasoned Remote Admin & Customer Support Pro

Marc-Charles Nicolas

Plano, Texas ******@*****.*** 214-***-****

PROFESSIONAL SUMMARY

Customer-focused IT Leader with 23+ years of experience delivering enterprise infrastructure, cloud engineering, customer support, and solution advisory services across Fortune 500 environments. Proven ability to bridge technical engineering with business objectives, supporting clients through infrastructure modernization, migration initiatives, solution consulting, and post-implementation support. Experienced in collaborating with software and hardware sales teams to design tailored enterprise solutions, contributing to increased customer satisfaction, retention, and revenue growth.

CORE COMPETENCIES

• Customer Support & SLA Management

• Cloud Infrastructure (Azure, AWS)

• Software & Hardware Solution Advisory

• Enterprise Linux / UNIX (AIX, RHEL, Solaris)

• Infrastructure Modernization & Migration

• Pre-Sales Technical Consulting

• DevOps & Automation (Terraform, Ansible)

• Kubernetes & Containerization

• Monitoring & Performance Optimization

• ITIL Incident / Change / Problem Management

PROFESSIONAL EXPERIENCE

Main Street Tech – Linux & Cloud Systems Engineer (Remote)

06/2025 – Present

• Provide high-touch enterprise customer support for Linux and hybrid cloud workloads.

• Act as escalation point for complex infrastructure incidents ensuring SLA compliance.

• Advise clients on cloud optimization, cost control, and modernization strategies.

• Collaborate with account managers to align technical services with business objectives.

Wells Fargo – Senior System Operations Engineer / Application Support (Remote)

06/2022 – 06/2025

• Delivered enterprise platform monitoring and application support for mission-critical banking systems.

• Partnered with business stakeholders to ensure high availability and performance reliability.

• Implemented automation using Terraform and Ansible to enhance service efficiency.

• Served as SME for monitoring platforms and high-performance cloud environments.

Microsoft – Azure Infrastructure Engineer / DevOps HPC Administrator

09/2020 – 10/2021

• Served as technical cloud advisor to enterprise customers.

• Resolved complex Azure infrastructure, Kubernetes, and networking issues.

• Assisted customers with migration planning and performance optimization.

• Ensured customer satisfaction through timely SR resolution under strict SLAs.

Dell / Perot Systems – Lead Systems Administrator

02/2006 – 12/2007

• Acted as SME supporting technical operations and pre-sales solution design.

• Collaborated with hardware and software sales teams to craft tailored enterprise solutions.

• Contributed to technical proposals increasing successful sales conversions.

• Conducted capacity planning assessments and recommended hardware upgrades.

IBM – AIX/Linux System Administrator

06/2011 – 10/2017

• Led pre-sales technical discussions for IBM Power Systems solutions.

• Supported enterprise migrations to IBM Cloud environments.

• Delivered post-deployment performance tuning and customer advisory services.

Earlier Experience (2006 – 1999)

Held multiple leadership roles including UNIX Architect, Lead AIX Systems Administrator, and Software Engineer at IBM, Siemens, Bank of America, and American Airlines. Managed enterprise UNIX/Linux infrastructures, performed system builds, upgrades, capacity planning, disaster recovery, and customer-facing technical advisory services.

EDUCATION

M.B.A. – Oklahoma City University (1999)

B.S. – University of Guadalajara (1996)

CERTIFICATIONS

IBM pSeries AIX System Administrator

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