* Operated within 60 and 80% productivity due to a learning curve during the first months.
* Investigated, analyzed and resolved over 50 incidents for a globally active insurance group and a major Swiss telecommunications provider.
Maintained a 98% success rate in incident resolution within SLA timeframes.
* Managed firewall and DNS change requests, resolving 95% of requests within SLA timeframes. Conducted clean-up efforts that reduced firewall
policy complexity by 40%.
* Contributed to two internal expert groups, "Monitoring" and "NGFW & SD-WAN", by participating in discussions that helped achieve group goals.
* Created and documented templates and scripts to monitor performance and availability of multiple web resources, including a check of TLS
certificate lifetime, NS record entries, and HTTP/S status codes.
* Technical skills: Checkpoint, Zscaler, Zabbix, Infoblox, Cloudflare, LeanIX, ServiceNow, Jira, Linux, Shell (Bash/Zsh), Git, Confluence
* Soft skills: analytical thinking, customer service, flexibility, innovation, self-motivation, technical writing