ALAIN GISA
Silver Spring,MD
Summary
Experienced IT and Data Center Infrastructure professional with over 8 years in network support, hardware management, and data center operations. Expertise includes troubleshooting Layer 1 connectivity, Cisco infrastructure, and AWS systems. Proven ability to execute infrastructure changes, resolve connectivity issues, and maintain operational continuity in high-availability environments. CompTIA Security+ and CySA+ certified, AWS Cloud Practitioner certified, pursuing a B.S. in Cybersecurity.
Overview
4
4
Languages
1
1
Certification
9
9
years of professional experience
Work History
Data Center Technician L3
AWS
12.2024 - Current
- Supported large-scale data center infrastructure operations, ensuring optimal performance of servers, network devices, optics, rack equipment, cabling, and asset tracking in production environments.
- Perform hardware and network troubleshooting, including Layer 1 connectivity issues, device diagnostics, cabling, optics, and infrastructure-related incidents.
- Executed infrastructure decommissioning, equipment moves, rack audits, and asset reconciliation, maintaining accurate records and enhancing operational safety.
- Execute infrastructure decommissioning, equipment moves, rack audits, and asset reconciliation while maintaining accurate records and operational safety.
- Work with infrastructure management and ticketing tools to track work, document technical issues, manage assets, and maintain accurate operational records.
- Trained and mentored technicians on infrastructure processes, troubleshooting practices, safety requirements, and technical workflows to improve team competency.
- Present technical processes and project information to stakeholders and contribute to process improvement and career-development initiatives.
IT Support / IT Operations Technician II
AMAZON
06.2017 - 12.2024
- Provided second-level IT support for escalated hardware, software, network, and end-user issues; resolved daily tickets while maintaining service availability.
- Monitored and maintained Cisco and commodity network infrastructure; performed daily deep dives into network connectivity and Layer 1 issues to identify and correct faults.
- Upgraded, configured, and replaced Cisco 9200, 9300, and 9500 series switches and 5K UPS units as part of site infrastructure maintenance.
- Executed Windows and Linux system upgrades and migrations; deployed patches and application updates to enhance security and system performance across warehouse environments.
- Managed and supported mobile devices including scanners, tablets, and laptops, ensuring timely configuration and operational readiness to minimize downtime.
- Troubleshot, maintained, and configured HP LaserJet and Zebra thermal printers to support business-critical warehouse operations.
- Installed, configured, and troubleshot VBI systems and ISA 3K installations; completed hardware RMA processes and coordinated replacement equipment.
- Used monitoring tools to track system performance, identify potential issues, and coordinate corrective actions.
- Assisted with modeled change management and execution of scripted changes to on-site network equipment.
- Coordinated vendor interactions for technical support and maintenance, optimizing procurement processes and evaluating IT equipment to meet operational needs.
- Led and participated in IT projects, tracking project status, coordinating stakeholders, and supporting completion within operational requirements and budget.
- Trained and mentored L3/L1 technicians, Equipment Coordinators, interns, and end users to improve technical skills, system usage, and productivity.
Education
Associate of Applied Science - Cybersecurity
Community College Baltimore County (CCBC)
Diploma - higher education in IT
Adventist University of Central Africa (AUCA)
06-2016
Skills
- Cloud & Data Center: AWS Infrastructure, Data Center Operations, Infrastructure Decommissioning, Equipment Moves, Asset Audits, Cloud Infrastructure Support
- Networking: TCP/IP, Layer 1 Troubleshooting, Ethernet, Fiber/Copper Cabling, VLANs, DNS, DHCP, Cisco Switching, Network Connectivity, Network Monitoring, VoIP
- Network devices
- Hardware Troubleshooting: Servers, Workstations, Laptops, Scanners, Tablets, Printers, Cameras, Mobile Devices, Peripheral Devices, Hardware Diagnostics, RMA
- Infrastructure monitoring
- Systems & Software: Windows, Linux, System Upgrades, OS Migrations, Patch Management, Application Deployment, Endpoint Configuration
- IT Operations: Incident/Ticket Management, Asset Management, Inventory Control, Change Management, Vendor Coordination, Documentation, User Training
- Security: CompTIA Security, CySA, Security Monitoring, Access Controls, Vulnerability Awareness, Secure System Configuration
- Leadership: Technical Training, Mentoring, Knowledge Transfer, Project Coordination, Cross-Functional Communication, Process Improvement
Certification
- CompTIA Security+ CE
- CompTIA CySA+
- AWS Certified Cloud Practitioner
- Google IT Support Professional Certificate
LANGUAGES
English
French
Kinyarwanda
Swahili
Timeline
Data Center Technician L3
AWS
12.2024 - Current
IT Support / IT Operations Technician II
AMAZON
06.2017 - 12.2024
Diploma - higher education in IT
Adventist University of Central Africa (AUCA)
Associate of Applied Science - Cybersecurity
Community College Baltimore County (CCBC)