Hardware Maintenance & Troubleshooting: Performed break-fix operations on enterprise servers, including component replacement (CPUs, DIMMs, storage devices, NIC's), isolation testing, and POST diagnostics to maintain 99.9%+ uptime for AWS infrastructure.
Ticket Management & Triage: Managed high-volume ticket queues using Boost platform, triaging "Assigned" status tickets, creating step-by-step work instructions (WDIDs), and maintaining optimal Ready2Work ticket flow to support 24/7 data center operations.
Network Infrastructure Support: Executed network troubleshooting using incident tool, performed loopback testing on fiber optic connections, cleaned and replaced optical transceivers (SFP/QSFP), and resolved both local and site-to-site connectivity issues.
Safety & Compliance: Maintained strict adherence to safety protocols including proper PPE usage, Two-Person Verification Rules (TPVR), and red zone security procedures while handling sensitive customer data storage media.
Technical Documentation: Utilized diagnostic tools to document troubleshooting steps, updated ticket correspondence, and followed standard operating procedures (SOPs) for consistent service delivery.
Infrastructure Knowledge: Demonstrated expertise in both legacy and current generation data center architectures, including power distribution systems (rPDUs, power shelves, busway), cooling systems, and rack-mounted device configurations.
Automation & Tools: Leveraged AWS proprietary tools and automation systems for server provisioning, vetting processes, firmware flashing, and hardware diagnostics to optimize operational efficiency.
Cross-functional Collaboration: Coordinated with Network Reliability Engineering (NRE), Data Center Engineering Operations (DCEO), and other technical teams to resolve complex infrastructure issues and minimize customer impact.
Monitored and maintained network infrastructure across global client environments, including routers, Cisco Meraki switches, and wireless access points.
Provided Level 1 technical support and basic configuration for Cisco Meraki devices (firewalls, APs, switches), ensuring secure connectivity and reliable performance.
Supported backup operations and assisted in routine restore testing procedures to validate disaster recovery capabilities.
Diagnosed network issues using tools like SolarWinds and Wireshark; conducted initial triage before escalation.
Delivered IT support for internal systems, remote users, and enterprise network resources using ServiceNow and remote access tools.