Shen

Cloud infrastructure

Accenture • Full time

Sep 2021 - Present • 4 yrs 8 mos

Managed AWS infrastructure using Terraform across Dev, QA, Staging, and Production environments, ensuring consistent deployment and reliability. Administered Windows and Linux servers, including daily health checks, performance monitoring, and OS patch compliance. Served as L2 support, diagnosing and resolving complex operational issues reported by L1 teams using root cause analysis and proactive problem-solving. Oversaw and prioritized support tickets to ensure SLA compliance, timely resolution, and high customer satisfaction. Trained new team members on tools, processes, and best practices, ensuring effective knowledge transfer and team readiness. Facilitated client presentations, delivering accurate status updates and maintaining clear communication between stakeholders and internal teams.

Administrative staff

Fiberhom technologies inc • Full time

Jan 2021 - Aug 2021 • 7 mos

Conducted data manipulation and generated reports using Google Spreadsheets, Microsoft Office Suite, and Oracle systems. Monitored daily reports to ensure accuracy, timeliness, and adherence to operational standards. Managed real-time repair tickets and service orders, ensuring efficient workflow and high customer satisfaction. Provided customer support, addressing inquiries and assisting with basic connectivity and internet-related issues.