Jorge Costa

• Leading IT and DevOps, mentoring a team of DevOps Engineers while staying hands-on across cloud infrastructure, security, and business systems driving operational excellence for a globally distributed martech agency. Setting technical standards, priorities, and driving continuous skill development. • Leading security archictecture, IT Governance, Risk and Compliance, and operations including access controls, data protection, incident response, and ISO 27001 certification. • Own end-to-end ticket management and incident response, serving as the escalation point for complex, high-impact issues while maintaining SLA/KPI targets. • Manage and optimize AWS cloud infrastructure (EC2, RDS, Lambda, CloudTrail, GuardDuty, Systems Manager) with focus on reliability, performance, and cost efficiency. • Manage business systems across Google Workspace, Atlassian (Jira/Confluence), Slack, and Microsoft 365, ensuring seamless access, uptime, and user satisfaction. • Own cloud and tooling cost management: monitoring spend, identifying inefficiencies, and driving cost-optimization initiatives. • Perform and oversee Linux system administration including patching, user management, and troubleshooting. • Build and maintain documentation, runbooks, and internal knowledge bases to elevate team consistency and reduce operational errors.

• Troubleshoot and resolve technical incidents for MSPs involving Acronis products. Respond to how-to questions and customer care requests related to Acronis Cyber Platform. • Resolve cloud integration issues between Acronis and Microsoft and Google cloud products. • Maintain deep knowledge of company operations to support partners’ requests effectively and interact with various departments (experts, Partner Success team, analysts) to analyze and resolve problems. • Maintain in-depth knowledge of Acronis Cyber Protect Cloud product and Virtuozzo Hybrid Infrastructure. • Perform technical analysis and troubleshoot issues related to Acronis on a variety of virtualization platforms (Hyper-V, VMware, Virtuozzo) and Linux environments. • Build and maintain strong relationships with partners.

• Reduced time to deployment by 3 hours weekly through automation. Developed a Power Automate workflow that automatically generates Azure DevOps PBIs based on development team emails. This workflow integrates with Teams, notifying relevant stakeholders with the newly created PBI link and upcoming deployment details. This automation eliminates several manual tasks, saving 1 hour per deployment and enhancing team efficiency. • Ensured continuous service improvement for Data Governance & Compliance Management (DGCM), a 10 million US dollars project at bp. I helped achieve a 99.78% success rate for the Data Protection Engine (DPE), one of the services of DGCM, while using AWS monitoring tools, Databricks logs, troubleshooting errors, and guiding users whenever necessary. • Acted as a ServiceNow citizen developer, creating reports to provide visibility into infrastructure and vulnerabilities for the DGCM. I also created an alert system for tickets and vulnerabilities integrated with Teams using Power Automate, which reduced time to act for some tickets by up to 2 hours. • Leveraged PowerShell scripting to proactively enhance server security through hardening activities. Additionally, helped implement comprehensive monitoring solutions for Azure services like Microsoft Purview. Monitored SQL databases and Virtual Machines metrics, ensuring optimal performance and resource utilization. • Elected by HR as a culture promoter, sharing technical knowledge and best practices with coworkers and customers whenever possible.

• Managed, deployed, and optimized cloud infrastructure on Microsoft Azure for a variety of clients, ensuring security and cost-efficiency. Implemented Single Sign-On (SSO) solutions using Azure Active Directory (Microsoft Entra) and integrated with third-party applications to streamline user access and enhance security across cloud-based services. • Proficient in managing Remote Monitoring and Management (RMM) solutions, initially with Atera and later transitioning to NinjaOne. Spearheaded a pivotal project facilitating the seamless migration of over 300 Windows devices across multiple client networks from Atera to NinjaOne, ensuring minimal disruption and maximizing operational efficiency, saving my employer 40 hours of work by using scripts. Instrumental in crafting and implementing policies within NinjaOne, along with developing and managing PowerShell scripts to integrate Acronis and TeamViewer. Additionally, played a key role in knowledge transfer, actively educating and empowering colleagues on the effective utilization of NinjaOne's functionalities. • Led security initiatives by researching emerging cyber threats, developing, and implementing security policies to ensure the secure operation of clients' infrastructure. • Performed risk assessments for existing IT resources and helped develop disaster recovery plans to minimize disruption. Analyzed system log files regularly to detect suspicious patterns that may indicate a potential security breach. • Managed and configured cloud-based antivirus solutions, including FortiClient, Kaspersky, ESET, and Acronis, keeping over 300 cloud-connected devices and servers patched and secure across various customer environments.

• Configured, implemented, and maintained Windows Server systems including DNS, DHCP, Active Directory, Group Policies, and Hyper-V. • Configured enterprise networks, routing, TCP/IP, DHCP, wireless, DNS. • Coordinated network operations, maintenance, repairs, or upgrades. • Created and managed user accounts and group policies in Active Directory. • Installed hardware components such as racks, patch panels, servers, hard drives, memory modules and ran network cables following best practices. • Maintained and monitored network services, systems, and infrastructure to ensure optimal performance. • Provided all levels of technical support for users. • Configured virtual private networks to enable secure remote access to corporate resources. • Coordinated with vendors and suppliers for procurement of new IT assets based on organizational requirements. • Developed documentation related to system configurations and processes for future reference. • Recommended and executed modifications to server environment in order improved efficiency, reliability, and performance. • Conducted research on software and systems products to justify recommendations and to support purchasing efforts. • Diagnosed, troubleshooted and resolved hardware, software, and other network and system problems. • Maintained inventory of parts for emergency repairs.