At CGI, I work across enterprise infrastructure and ServiceNow operations for the NetApp Keystone account, sustaining 95%+ infrastructure availability and SLA compliance. I resolve P1/P2 incidents and scheduled changes through ITIL-aligned workflows, and reduced monthly escalations from a peak of 11 to 0.
On the ONTAP Upgrade Project, I executed 31 zero-downtime NetApp ONTAP upgrades with a 94% change-success rate. I also built upgrade-tracking reports and readiness dashboards that cut post-upgrade issue-resolution time by 90%.
For the Circle K account, I managed Veeam Backup & Replication jobs and restore testing across Linux and Windows servers, maintaining a 95% backup success rate. I also improved IBM Storage performance by 90% through provisioning, capacity forecasting and performance tuning.
