Agnes Steffy Morera

Automated ticket reassignment and SLA escalations using Zoho Desk & Zoho Flow.
Worked with Zoho Flow to connect Zoho Books with other apps (e.g., Desk, CRM) for end-to-end workflow automation.
Automated ticket reassignment and escalation logic for high-priority, unresolved tickets using conditional logic and
custom functions in Zoho Desk.
Integrated Zoho CRM modules (Leads, Contacts) with support workflows.
Developed and maintained custom Deluge scripts for automating workflows like invoice generation, email notifications,
and data updates.
Used Zoho Flow to connect Zoho Books with Desk and CRM, ensuring seamless financial and support workflow
automation.
Managed Zoho Books configurations for recurring invoicing, expense tracking, and automated billing processes.

Managed and supported AWS cloud infrastructure using EC2, S3, IAM, Lambda, CloudFormation, RDS, CloudWatch,
CloudTrail, EBS, and Auto Scaling, ensuring high availability, security compliance, and cost optimization in production
environments.
Engineered Infrastructure-as-Code (IaC) deployments via AWS CloudFormation and automated provisioning workflows,
achieving configuration consistency and reducing manual intervention.
Delivered cross-platform cloud support for Microsoft Azure IaaS, including provisioning and troubleshooting virtual
machines (VMs) .
Executed advanced Linux system administration (RHEL/CentOS) to resolve kernel panic, GRUB bootloader failures, file
system corruption, and volume management issues, resulting in a 50% boost in system stability and performance.
Well-experienced with AWS services like EC2 instance management, AMI, snapshot, AWS backup, IAM roles &
policies, Cloud Trial, Cloud Formation, Cloud Watch, EBS, S3 Bucket, Lambda, RDS, AWS Backup, Auto Scaling(target
groups) & Auto scaling policies.
Architected secure AWS networking solutions, including VPCs, Route Tables, Subnets, Security Groups, Load Balancers
(ALB/ELB), and DNS management with Route 53, enforcing network isolation and cloud governance.
Diagnosed and resolved Windows OS issues across hybrid infrastructure environments, maintaining enterprise service
continuity and enhancing user experience.
Providing customers with cloud and Linux expertise and support, including configuration guidance, resulted in a 40%
increase in integration smoothness.
Trained in key DevOps tools and practices, including Ansible, Terraform, Jenkins, and GitHub, and applied this
knowledge in hands-on offline projects simulating real-world infrastructure workflows.
Built and managed CI/CD pipelines using Jenkins and GitHub, integrating with Ansible and Terraform for configuration
management and infrastructure provisioning. Developed and tested Infrastructure as Code (IaC) modules using Terraform,
automating the deployment of scalable AWS resources.
Wrote custom automation scripts in YAML & Python to streamline repetitive infrastructure tasks, contributing to process
efficiency and reduced manual intervention.
Designed and implemented Ansible playbooks to automate infrastructure provisioning, configuration, and deployment.
Built and managed Docker containers for application deployment, reducing environment inconsistencies and improving
portability.
Deployed and managed containerized applications on Kubernetes clusters, ensuring high availability and scalability

Achieved over 5 years of strong experience in Unix/Linux administrator and production support of various applications
on IBM AIX and RHEL.
Worked as shared resource in Technical support as well as Change management analyst role for entire Datacenter tower
Interfacing with clients and customer .
Advised on deployments planning, migrations, & decommissioning of AIX servers while stabilizing the impact on
performance and keeping it minimal resulting in 30% smoother operations with zero downtime.
Organized troubleshooting skill with network DNS protocols such as DNS, NFS, TCP/IP, SNMP.
Advanced technical background in Storage, Disk management, Logical volume management(LVM), User access
controls and also in filesystem shares SAMBA & NFS.
Built and decommission hands on with IBM AIX servers. Engaged in high level Cluster related activities setup, Disaster
recovery and filesystems. Have hands on NIM, RDS, HMC and IBM Firmware upgrades/maintenance.
Drove high level activity planning(HLP), analyze operational changes, asses the change impact and documenting &
reporting. Identified and communicated potential risks related to the proposed by Scheduling and planning meetings and
events.
Excellence in HACMP & SAP cluster configuration and management.
Participated in high-level change management strategic Taking Part in CAB(change approval board) and DAB(Task
approval board), Handled emergency changes Deployed/Implements all kinds of CRs and tasks (Outage/service &
technical degradation/Online).