Edward Garcia
Celina, 75009 TX | - |-
PERSONAL SUMMARY
Results-driven Technology Leader with 15+ years of experience in global IT operations, cloud migrations, and incident management. Proven expertise in Salesforce and AWS platform support, advanced monitoring tools, and ITIL best practices. Skilled in leading cross-functional teams, streamlining processes, and aligning technology strategies with business goals to drive efficiency and cost savings.
Skills
Effective communication and collaboration
Analytical Problem Solving
Leadership and mentorship
Adaptability in High-Pressure Environments
Stakeholder Relationship Building
Salesforce Platform and AWS support
Application Performance Management (Dynatrace, Splunk, Catchpoint)
ITIL Best Practices and Service Management
CI/CD Pipeline Implementation (Azure DevOps)
Web Infrastructure and Monitoring Tools
Strategic IT Operations Management
Release and Incident Management
Cross-Functional Team Leadership
Vendor Relationship Management
Cloud Migration Strategies
PROFESSIONAL BACKGROUND
Technology Leader / Operations, Release and Incident Manager 06/1993 to 11/2024
Mary Kay Inc. Dallas TX
As a Technology Leader and Operations, Release, and Incident Manager at Mary Kay Inc., I oversee end-to-end technology operations, manage software release cycles, and lead incident resolution efforts to ensure system reliability, operational efficiency, and seamless delivery of IT services.
Streamlined release processes, ensuring timely delivery of software updates with minimal disruptions and improved operational efficiency.
Spearheaded incident management, reducing resolution times and enhancing system reliability and user satisfaction.
Optimized IT operations, achieving seamless service delivery and meeting critical business objectives.
Implemented process improvements, increasing system uptime and operational performance by leveraging best practices and strategic resource allocation.
Led cross-functional teams to deliver high-impact technology solutions, driving measurable business outcomes and enhancing overall IT service quality.
EDUCATION & CERTIFICATION
Associate of Science
01/2023
Dallas College
Associate of Applied Science: Electronics (Honors Graduate)
Devry Institute of Technology
Microsoft Azure Certification AZ-900 2025
Certified Scrum Master Scrum Alliance 2017
ITIL Certified Mary Kay Inc 2011
Salesforce AI Associate 2024
WEBSITES, PORTFOLIOS, PROFILES
https://linkedin.com/in/ed-garciaIT
PLATFORMS, SYSTEMS, AND TOOLS
Cloud Platforms: Proficient in AWS, Azure, and Content Delivery Networks (CDN) such as Akamai and AWS CloudFront.
CRM and ITSM Tools: Extensive experience with Salesforce platform support, Remedy, ServiceNow, Ivanti, and Jira.
Monitoring and Analytics: Skilled in NetIQ, SCOM (2007/2012), AWS CloudWatch, Splunk, and Spirent Avalanche for performance and operational analysis.
Application Performance Management (APM): Expertise in Compuware Dynatrace (versions 5x/6x/7x) and IBM TeaLeaf.
Web Deployment Tools: Proficient in MS Build and Octopus for both on-premises and cloud environments.
Operating Systems and Servers: Advanced knowledge of Windows (various versions), IIS (6x/7x/8x/10x), and Sitecore.
Collaboration Tools: Experienced in utilizing MS Teams, Slack, and Confluence for seamless team communication and project management.
Development, Security, and Network Management
Firewall Administration: Experience in working with Checkpoint and Palo Alto firewalls.
IT Security Practices: Skilled in implementing IT security best practices, risk mitigation, and comprehensive security management strategies.
Virtualization Technologies: Proficient in VMware and Hyper-V for virtualization and infrastructure management.
DevOps and CI/CD: Experienced in Azure DevOps CI/CD pipelines to streamline development and deployment processes.
Programming and Protocols: Advanced knowledge of ASP.Net (versions 3.x/4.x) and HTTP/HTTPS protocols.
SaaS Solutions: Proficient in Gomez, Keynote, Catchpoint, and Thousand Eyes for SaaS-based performance monitoring and analysis.
DNS and SSL Management: Skilled in managing DNS and SSL certificates with Verisign, Entrust, and Let's Encrypt.
Remote Access Technologies: Expertise in VPN solutions (GlobalProtect) and Citrix for secure remote access.
Load Balancers: Advanced administration and support of F5 Big IP load balancing solutions
