Years of professional experience
Alberto Medellin
IT Manager | Senior Azure & GCP DevOps Engineer
Modesto,CA
Summary
Dynamic and results-driven ITIL/ITSM certified leader with over 15 years of comprehensive experience in IT Help Desk, IT Management, Systems Administration, Infrastructure, SaaS Support, Cloud DevOps (Azure & GCP), and Security services. Proven track record of enhancing IT service management processes and delivering measurable outcomes in high-pressure environments. Expertise includes incident management, request fulfillment, problem resolution, configuration management, change management, and knowledge management. Recognized for exemplary leadership that exceeds expectations and optimizes team performance through effective analytical, problem-solving, and decision-making skills.
Overview
30
30
Work History
SENIOR GCP DEVELOPMENT OPERATIONS ENGINEER
Corelogic
01.2022 - 07.2025
- Enhanced customer experience by implementing scalable, cloud-based solutions in Google Cloud Platform (GCP) to optimize service system performance
- Streamlined DevOps operations by developing CI/CD pipelines and implementing Infrastructure as Code (IaC) with Terraform and Ansible, improving deployment speed, consistency, and system reliability
- Advanced containerization strategy to boost deployment efficiency, automate releases, and strengthen platform resilience through close collaboration with SCRUM and cross-functional teams
- Empowered team growth by training colleagues on SaaS platforms, Jenkins pipelines, Terraform, and Ansible, driving a culture of continuous learning and technical excellence
SENIOR SYSTEMS AZURE CLOUD ENGINEER
ClosingCorp
03.2021 - 01.2022
- Implemented cloud-based solutions in Microsoft Azure to enhance customer service system functionality
- Enhanced software customization to capabilities to optimize customer experience
- Conducted research and implemented new features to drive sales growth
- Streamlined IT operations through DevOps practices to automate maintenance and upgrades
- Collaborated with cross-functional teams to develop and deploy new customer order interface
- Maintained technical documentation for processes and procedures to ensure system efficiency
IT SERVICE DESK MANAGER / SYSTEMS ADMINISTRATOR
Forcepoint
05.2018 - 03.2021
- Led a 10-member IT team, driving daily operations and resolving complex incidents across development, network, telephony, and security
- Designed and implemented ITSM solutions for uptime, release, licensing, and integrations
- Built and managed ServiceNow dashboards and analytics for real-time insights
- Ensured CMDB accuracy with Discovery for assets, dependencies, and governance
- Developed and maintained Knowledge Management for agile support, troubleshooting, and RCA
- Elevated company-wide satisfaction through clear communication and precise documentation
- Enforced IT policies and security standards across cloud, identity, and endpoint systems
- Optimized Microsoft 365, IAM, Azure, GCP, and Data Security Cloud environments
- Directed IT support operations to ensure uptime, seamless onboarding, and issue resolution
- Strengthened remote connectivity via VPN and collaboration tools while maintaining data security
IT SERVICE DESK MANAGER
Forcepoint
05.2017 - 05.2018
- Managed a team of 11 Help Desk Analysts, and 3 interns, providing technical leadership and support for daily activities, incidents, and service requests. Served on-call on a rotational basis
- Recruited, trained, and supported Help Desk staff, refined processes, tools, and methods to improve internal and external support
- Followed up with customers to ensure timely, accurate service and identify areas for improvement
- Develop and maintain dashboards and reports in Salesforce using tools such as Power BI, Tableau, or Excel for teams and individuals and identify opportunities to automate and reduce case volume in the ticketing system
- Developed subject matter experts on the Help Desk and aligned teams by training staff to support projects and services
- Produced service and process quality reports based on KPIs, identifying gaps and opportunities for improvement
- Managed problem life cycles from identification to root cause analysis and remediation in production environments
- Collaborated with the infrastructure team and business users to provide end-to-end service quality reporting (service requests, incidents, problems, availability, and change management).
- Monitored ITSM process execution and compliance, addressing non-compliance and driving cross-technology improvements
GLOBAL IT LEAD / SENIOR IT SUPPORT SPECIALIST III, II, & I
Websense
05.2003 - 05.2017
- Trained system specialists across multiple locations and set up new infrastructure and IT teams in various locations
- Responded quickly to Help Desk calls, handled high-priority requests, and provided top-tier customer support
- Managed the MSDN process and software license renewals and assignments with engineering (Commercial & Federal)
- Managed vendor relationships with multiple companies. Developed and implemented processes to improve team efficiency and reduce employee issues, created multiple reports and dashboards to measure metrics and establish KPI’s for the executive team
- Provided day-to-day support for network infrastructure, internal systems, software, and hardware via phone, email, and walk-ups, on call 24/7/365
Education
Bachelor's of Science Degree - Information Technology
University of Phoenix
Modesto, CA06.2027
Associates of Arts - Architecture Technology
Chabot College
Hayward, CA06.1994
High School Diploma -
Fremont High School
Oakland, CA06-1989
Skills
- Thirty years IT Customer call center, Fifteen years IT Management and Infrastructure, Five years DevOps, and SCRUM Teams
- ITIL Certified, Strong technical documentation writing, Exceptional leadership and oral communication skills
- Excellent white glove customer service, multilingual in four languages English, Spanish, French, and Portuguese
- Windows 10, 11, Windows Server, Ubuntu, IIS, SSL, SQL, TCP/IP, LAN/WAN, Endpoint Security, Microsoft Azure, GCP
- VMware Workstation and vSphere Admin, Servers, Desktops, laptops, printers, and mobile devices
- VPN, NSG’s, and Load Balancers, Active Directory & Domain Policies
- Share Point Admin, Confluence, and Jira, Reporting & Dashboards, Cognos, Salesforce, Tableau, Service Now, Performance Analytics, Report Designer, BI Tools
- Terraform, Ansible, GitHub, Octopus, Team City, Terminals, and RDP, Python, Power Shell, & Bash, Visual Studio
- Monitoring tools such as SPLUNK and Nagios
- Mobile TMS, MDM, & Air Watch, Multiple Ticketing Systems
- Strong interpersonal skills to interface with all business levels
- MS Teams, Slack, and Zoom, Salesforce and ServiceNow Administration
SELECT CAREER HIGHLIGHTS
- Successfully managed the IT Help Desk team and Interns 10+ years
- Global IT Systems Lead for the EMEA, APAC, and AMERICAS regions
- Traveled to those regions to meet with the teams train and implement ITIL / ITSM Procedures
- Successfully managed the yearly World-Wide Sales Conference Kick-off events (2003-2021)
- Responsible for recruiting, training, and supporting help desk representatives and technicians
- Created Process and Procedures and documented controls within our IT Departments for proper protocols to align and follow SOX and ISO20071
- Created a Help Desk Manual Handbook, which illustrates functionalities at the Help Desk, as well as “Train the Trainer”
- Wrote technical documentation outlining process and procedures for all IT teams
- Assisted in business migrations from Salesforce to Service Now and from Microsoft Azure to Google Cloud Platform (GCP)
- Started team building and cross department team collaborations with the Indoor Soccer Team to promote health called Websense and Forcepoint Hot Shots to compete versus other local companies and won championships
Accomplishments
- Successfully managed the IT Help Desk team and Interns 10+ years
Global IT Systems Lead for the EMEA, APAC, and AMERICAS regions - Traveled to those regions to meet with the teams train and implement ITIL / ITSM Procedures
Successfully managed the yearly World-Wide Sales Conference Kick-off events (2003-2021)
Responsible for recruiting, training, and supporting help desk representatives and technicians
Created Process and Procedures and documented controls within our IT Departments for proper protocols to align and follow SOX and ISO20071
Created a Help Desk Manual Handbook, which illustrates functionalities at the Help Desk, as well as ‘Train the Trainer”
Wrote technical documentation outlining process and procedures for all IT teams
Assisted in business migrations from Salesforce to Service Now and from Microsoft Azure to Google Cloud Platform (GCP)
Started team building and cross department team collaborations with the Indoor Soccer Team to promote health called Websense and Forcepoint Hot Shots to compete versus other local companies and won championships
Timeline
SENIOR GCP DEVELOPMENT OPERATIONS ENGINEER
Corelogic
01.2022 - 07.2025
SENIOR SYSTEMS AZURE CLOUD ENGINEER
ClosingCorp
03.2021 - 01.2022
IT SERVICE DESK MANAGER / SYSTEMS ADMINISTRATOR
Forcepoint
05.2018 - 03.2021
IT SERVICE DESK MANAGER
Forcepoint
05.2017 - 05.2018
GLOBAL IT LEAD / SENIOR IT SUPPORT SPECIALIST III, II, & I
Websense
05.2003 - 05.2017
Bachelor's of Science Degree - Information Technology
University of Phoenix
Associates of Arts - Architecture Technology
Chabot College
High School Diploma -
Fremont High School