At Bluesource, I serve as a technical escalation SME for Microsoft Exchange, Microsoft 365, Veritas Enterprise Vault, and SQL Server, resolving complex production issues involving performance, indexing, archiving, messaging, and data.
I lead troubleshooting of high-severity incidents under strict SLA requirements and perform root cause analysis to develop remediation strategies that help prevent recurrence and improve service reliability.
I support hybrid infrastructure environments that include Microsoft Azure virtual machines, enterprise storage, backup systems, and virtualization platforms. I also coordinate changes and provide after-hours critical support through an on-call rotation.
I develop and maintain operational runbooks, troubleshooting procedures, and support documentation. I use ServiceNow and ConnectWise to manage incident queues, track SLAs, and document technical activity, while applying ITIL-aligned incident, problem, and change management practices.
