Bryan Sioco

Led AI practice initiatives across AWS GenAI, AIOps, managed services automation, and operational intelligence, including a multi-agent AIOps platform that supports triage, incident investigation, and engineer-reviewed recommendations. Designed alarm analytics and alarm-to-ticket automation that reduced alert noise by ~80% and recurring alarms by ~50%.

Led cloud operations shift activities including incident response, escalation handling, ticket quality, engineer coordination, and operational continuity for managed services customers. Provided technical leadership across AWS troubleshooting, incident response, and AI adoption for support process improvements.

Designed and maintained AWS-based production and non-production environments for client workloads. Implemented security and operational best practices across IAM, encryption, network hardening, monitoring, and access control.

Supported migration of on-premises workloads to AWS, contributing to planning, execution, post-migration validation, and operational support. Served as main technical escalation point and resolved hybrid connectivity issues involving VPNs and BGP routing while performing root cause analysis for high-impact incidents.

Managed multi-tenant client networks and systems using NinjaRMM and SolarWinds, supporting monitoring, incident response, and service availability. Configured and supported network devices and secure remote access, and served as senior escalation support for critical system and network issues.

Monitored and supported hotel LAN and Wi-Fi systems, including captive portal and Linux-based network appliance environments. Troubleshot guest connectivity and Wi-Fi performance issues related to bandwidth and network congestion.

Managed Windows server patching and supported Cisco switch configuration and website administration. Assisted with setting up a new call center environment and performed internal IT documentation and PC hardware troubleshooting.

Served as primary contact for IT service requests, providing first-level troubleshooting, escalation, and VIP support. Supported end-user issues across cloud, network, workstations, and access-related services.

Provided escalation support to technical support agents through supervisor calls, escalation emails, quality audits, and process guidance. Supported a large infrastructure upgrade project and handled corporate user access requests using Active Directory.