IT Engineer at Amazon

Lead the design, development, and deployment of custom tools to improve operational efficiency and enhance team productivity. Build, manage, and optimize virtual agent experiences to streamline support workflows and reduce operational overhead. Utilize large language models (LLMs) to develop and enhance internal tools, driving automation and improving user experience across departments. Oversee and resolve security flags, maintaining compliance with security protocols. Act as a pseudo-project manager for IT initiatives, coordinating with stakeholders. Collaborate with IT Operations to uphold SLAs and provide production support on a rotating on-call schedule. Research, vet, and implement new hardware and software solutions; maintain internal and user-facing documentation. Mentor and train team members, fostering a culture of continuous learning.

IT Engineer at TikTok

Primary Engineer for TikTok Headquarters: oversaw technical infrastructure and operations, ensuring seamless integration between global systems and local implementations. Infrastructure & Systems Management: led the design, deployment, and maintenance of scalable systems to support rapid growth. Cross-Functional Collaboration: worked with global teams to align technical strategies. Mentorship & Team Leadership: guided junior engineers. Strategic Planning: contributed to long-term technical roadmaps. IT Support for VIP Users: provided IT support for internal VIP users on PC and Mac. Automation Initiatives: automated IT infrastructure-related projects. Network Equipment Management: installed, configured, and supported network equipment, including routers, proxy servers, switches, WAN accelerators, VeloCloud, DNS, and DHCP. Security & Efficiency Enhancements: configured firewalls, routing, and switching for security and performance. AV Support: partnered with teams to provide audiovisual

System Administrator at Snap Inc.

Installed firmware and security updates on servers, printers, and related networking equipment. Configured and maintained Microsoft Active Directory. Implemented IPS/IDS, Firewall, Anti-Virus, Anti-Spam, and Anti-Malware for maximum internal protection. Performed regular internal system audits and upgrades. Trained new users and expanded skills across the site. Created scripts to automate common tasks.

Senior Business Operations Specialist at Snap Inc.

Resolved operational problems within defined schedules and SLAs. Analyzed root causes of malfunctions and implemented resolutions. Managed escalations, documented issue resolutions, and developed preventive measures. Coordinated calendars and workflows to ensure timely completion, recommended process improvements for efficiency and cost-effectiveness, and assisted in budgeting and resource allocation. Installed, supported, and maintained network and system tools. Managed job scheduling and maintained daily logs of issues and maintenance activities. Contributed to business meetings and reported on issue status; developed support plans to prioritize and resolve multiple issues.

Technical Support Lead at Orange

Provided daily direction and coaching to the team, ensuring technical customer service calls were answered efficiently. Evaluated processes and procedures, proposed improvements, and administered performance reviews. Resolved employee relations issues, managed staffing and scheduling, and supported training and development. Implemented operations improvements and documented issue resolutions. Led cross-functional collaboration to optimize service delivery.