Alexander Vest

Implemented comprehensive application and infrastructure performance monitoring and observability using AWS CloudWatch, X-Ray, Prometheus, Grafana, Datadog, and OpenTelemetry. Troubleshot and resolved production issues in AWS services, including identifying and addressing app/service bottlenecks, flickering alarms, cloud networking performance issues, storage operations, DB upgrades, and issues in EKS, ECS, Karpenter, Elasticache, Backup, and WAF/Shield services.

Configured Jenkins CI/CD pipelines, including building Docker images, pushing to AWS Container Registry, and deploying to AWS Kubernetes Service (EKS). Managed and optimized AWS and Azure cloud infrastructure. Implemented infrastructure as code practices with Terraform. Implemented Cilium which replaced Kube-proxy in Kubernetes, using eBPF. Executed Hashicorp Vault for secure secrets management, enhancing data security and access control. Utilized Hashicorp Consul for service configuration observability

Automated infrastructure provisioning and configuration management using Ansible. Implemented log aggregation based on ELK Stack Enhanced observability by Prometheus. Created dashboards and alerts Optimized Docker images, registries, container performance. Managed and optimized a variety of VMs on Proxmox, configured a high-availability cluster in Proxmox. Smoothly migrated part of the on-premise infrastructure to IBM Cloud Conducted cost reviews and provided recommendations to reduce unnecessary spents.

- Established and led the Project Management Office (PMO), aligning project execution with strategic business objectives, improving project success rate - Developed standardized processes, including project initiation, governance, and reporting, reducing project risks and increasing efficiency - Mentored and coached project managers, fostering their growth and enhancing their project management skills - Built a collaborative team culture, emphasizing communication, accountability, and continuous learning

- Delivered a portfolio of projects within budget and ahead of schedule, achieving cost savings. Tracked project milestones - Implemented Agile, reducing project cycle time. Monitored velocity, burn-down charts - Improved resource allocation efficiency and increased resource utilization. - Tracked resource allocation ratios, workload balance, and team productivity. - Established a risk management framework, reducing project risks. Utilized risk registers, probability-impact matrices

· Acted as the primary point of contact for key clients, building strong relationships · Introduced a skills matrix to assess team competencies. Designed personalized development plans · Tracked resource utilization, workload balance, and project delivery timelines to ensure efficient staffing · Identified and mitigated project risks, preventing potential delays and cost overruns. · Tracked billable hours, workload balance, and project profitability

- Implemented a dynamic resource allocation model. Tracked resource utilization, workload balance, and project delivery timelines to ensure efficient staffing. - Introduced a skills matrix to assess team competencies. Designed personalized development plans for team members - Developed a predictive resource demand model, improving capacity planning accuracy. - Conducted regular feedback surveys with project managers and stakeholders.

· Managed, optimized Proxmox cluster, fine-tuning VMs/containers. · Dockerized Ruby on Rails CMS for e-commerce. · Implemented PagerDuty, OpsGenie to improve SLAs, MTTR. · Configured/maintained GitLab repositories, branches, permissions. · Customized Capistrano scripts, integrated with git hooks. · Provided Linux system support, resolved performance issues. · Scheduled Postgres DB backups using PGdump. · Automated system tasks with Bash scripts.

- Managed and supervised a team of 4 client support engineers - Handled complex and escalated cases and ensured client satisfaction - Implemented and improved processes and procedures for client and tech support - Successfully reduced client response time by 35% by optimizing team workflows and implementing efficient communication channels - Achieved a 25% increase in first-call resolution rate, enhancing client support efficiency and satisfaction

- Deployed and adjusted the SAAS online store platform based on the Ruby on Rails framework for over 50 clients - Provided technical support and guidance to clients via phone, email, and chat - Troubleshot and resolved issues related to online store functionality, performance, and design - Collaborated with developers and designers to fix issues - Implemented proactive monitoring and issue tracking procedures, resulting in a 25% reduction in performance issues and an overall improvement in stability.

· Supported Genesys call center solutions for 2500+ operators. · Tuned HAProxy for better throughput, reduced latency. · Managed, scaled Kafka clusters for high throughput, low-latency processing. · Performed MySQL DB backups/restores for data integrity. · Created custom reports/dashboards with SQL. Provided insights on call volume, handle time, resolution, system health, service availability, call quality.

- Supported complex Genesys call-center frameworks for over 1000 agents, ensuring high availability and customer satisfaction in mission-critical environments. - Monitored, tuned, and troubleshooted network performance using packet filtering tools such as Tcpdump and Wireshark - Configured systems for centralized log messaging using rsyslog and ELK stack, improving the efficiency and effectiveness of log analysis and reporting. - Deep expertise in SIP logs analysis, ensuring optimal call-center operations.