Mary Joy Castro

- Monitored Samsung’s services 24/7 for availability, performance, and system operations. - Collaborated with global teams to resolve critical alerts and escalated issues to Tier 2 DevOps for further investigation. - Identified and mitigated potential threats, ensuring adherence to ITIL best practices for - Event, Incident, Problem, and Change Management. - Improved operational processes to enhance efficiency and resolve recurring issues. - Provided timely updates and notifications to stakeholders.

- Managed 24/7 global operations, triaging tickets and monitoring system performance. - Handled user administration (LDAP & SUDO access) - Deployed and configured virtual machines, Linux and Windows patching, and system access management. - Provided first-line client support, resolving technical issues or escalating as needed. - Jenkins deployment, handled SSL certificates, and DNS administration.

- Monitored server, network, and service alerts, ensuring system reliability. - Provided first-line client support via Jira/Email, resolving technical issues or escalating as needed. - Rebuilt and configured Windows/Linux OS and maintained Zabbix monitoring. - Documented incident resolutions and procedures, improving team knowledge sharing.

- Trained and supported warehouse and logistics teams in SAP-based applications. - Provided hands-on troubleshooting and mobile device upgrades for end-users.