Francine Rillera
Phoenix,AZ
Summary
Experienced IT professional with a strong background in infrastructure operations, database management, and data analytics. Adept at maintaining high-performance systems, optimizing cloud and on-prem environments, and delivering insights through custom SQL reporting and analysis. Skilled in automation, troubleshooting, and collaborating across technical teams to support scalable, secure, and efficient solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Cloud Operations Manager
Zenventory
08.2023 - Current
- Managed and optimized an AWS-based LAMP stack to support high-availability B2B SaaS applications
- Maintained and provisioned EC2 and RDS instances, handling updates, backups, and cost optimization
- Implemented CloudWatch logging and alerts to monitor system health and custom application metrics
- Automated deployments and infrastructure provisioning using Lightsail and cron jobs
- Wrote and executed SQL queries for reporting, data validation, and issue resolution across production databases
- Led code deployments across QA, staging, and production, ensuring stability and consistency
- Managed IAM roles and enforced least-privilege access policies across all cloud services
- Performed OS and server upgrades, including PHP version transitions and migrating from CentOS 7 to Oracle Linux 8
Junior Cloud Ops Engineer
Zenventory
01.2023 - 07.2023
- Took ownership of daily infrastructure operations, including deploying updates to QA, staging, and production environments
- Collaborated with support teams to troubleshoot application issues by analyzing database records and applying real-time fixes
- Developed and executed SQL queries to generate reports and support business operations
- Implemented and maintained system logging through AWS CloudWatch to improve visibility and monitoring of critical services
Technical Support Representative
Zenventory
04.2021 - 02.2023
- Handle inbound and outbound phone and email support requests for web and mobile app based B2B SaaS package and inventory management softwares.
- Collaborate with the implementation teams to ensure a smooth transition to a fully deployed state
- Track user feedback to help influence the product roadmap and maintain communication with customers to resolve product issues
- Supported quality assurance testing efforts, ensuring optimal software performance before deployment.
Technical Web Advisor
Newfold Digital
05.2020 - 04.2021
- Monitored systems for intrusions and escalated security incidents as needed
- Assisted with DNS and TCP/IP-related support and network troubleshooting
- Performed application backups and data recovery tasks; resolved access issues including password resets
- Responded to client service requests, escalated issues via ticketing system, and ensured timely updates
- Documented support interactions and contributed to internal knowledge base
- Diagnosed and resolved system/application issues by replicating errors and testing solutions
- Conducted follow-ups to ensure customer satisfaction
- Used Glance screen share to support users on both Windows and macOS platforms
Education
Bachelor of Science - Management Information Systems
Northern Arizona University
Flagstaff, AZ05.2018
Skills
- Windows and Mac OS, Microsoft Office Suite, GSuite, Wordpress, Linux, Jira, PhpMyAdmin
- AWS Cloud Services (EC2, RDS, S3, SES, SNS, CloudWatch, IAM, VPC, Lightsail)
- SQL, Bash, Cron Jobs and Automation
- Database Management
- Data Analytics
- Performance Optimization
- DNS Management
- Project Management
- Desktop and Application support
Certification
- Amazon Web Services - Cloud Practitioner
Issued Aug 2023 · Expires Aug 2026
Additional Work Experience
Prior to entering IT, held leadership roles in customer service and hospitality with responsibilities including team training, POS systems, inventory control, and customer satisfaction. Experience includes:
- 08/2018 – 05/2020 Lead Bartender/Server - Cornish Pasty
- 05/2017 – 08/2018 Seasonal Activities Coordinator - Kampgrounds of America
- 08/2014 – 07/2018 Student Supervisor - Sodexo
Timeline
Cloud Operations Manager
Zenventory
08.2023 - Current
Junior Cloud Ops Engineer
Zenventory
01.2023 - 07.2023
Technical Support Representative
Zenventory
04.2021 - 02.2023
Technical Web Advisor
Newfold Digital
05.2020 - 04.2021
Bachelor of Science - Management Information Systems
Northern Arizona University
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