# Adelaida Mongelli > Product Support Engineer | ex-Sony Interactive Entertainment, ex-Stash Location: New York City Metropolitan Area, United States Profile: https://flows.cv/adelaida Product Support Engineer with experience supporting FinTech and SaaS platforms in regulated, high- availability environments. Skilled in client-facing troubleshooting, incident response, API validation, and observability across cloud-native systems. Known for translating complex technical issues into clear outcomes for customers, engineers, and stakeholders. ## Work Experience ### Product Support Engineer @ Fincom Jan 2025 – Present ### Site Reliability Engineer @ Sony Interactive Entertainment Jan 2024 – Jan 2025 • Managed incident response for PlayStation Direct eCommerce site in a 24x7 follow-the-sun on-call model, ensuring high availability and rapid issue resolution. • Improved monitoring and observability by leveraging Splunk, Dynatrace, Datadog, BigPanda, and New Relic, enhancing real-time alerting and root cause analysis. • Provided production support for SAP Commerce with Kibana, HAC impexes, FlexibleSearch queries and AWS-hosted services - reducing order processing issues and optimizing eCommerce workflows. • Configured and deployed applications via Jenkins pipelines and ServiceNow Change Management, automating SAP and AEM production and non-production environments for increased efficiency. • Leveraged Akamai CDN for routing, redirects, whitelisting, cache clearing, and IP spoofing for testing, enhancing site performance, security, and compliance through vendor verification. • Controlled high-traffic events using Queue-It, adjusting outflow rate and mitigating site downtime to ensure smooth, seamless user experience for product launches. ### Backend Engineer II @ Stash Jan 2024 – Jan 2024 • Enhanced a FinTech codebase using Ruby on Rails, optimizing MVC architecture and implementing scalable design patterns to improve maintainability. • Automated account action workflows with Sidekiq and asynchronous workers, reducing manual intervention by >=25-30% and improving processing speed. • Built and refined Rails Active Admin UI tools with ERB, HTML, and JavaScript, enhancing internal admin efficiency and user experience. • Strengthened application reliability by implementing comprehensive unit tests with RSpec, factories, and mocks, ensuring high test coverage and stability across deployments. ### NOC Technician @ Stash Jan 2022 – Jan 2024 • Led incident management as Incident Commander in a 24x7 financial services environment, reducing downtime and accelerating RCA resolutions. • Automated observability with Datadog, AWS CLI/S3, Bash, and JQL, improving system monitoring and reducing manual workload. • Implemented Firehydrant for company-wide incident response, integrating Slack, Zoom, Jira, Confluence, and PagerDuty to streamline communication. Conducted 5+ training sessions for cross-functional teams as a SME. • Optimized incident response processes, reducing MTTD by >= 60%, MTTR by >= 50%, and false incidents by ~ 10%. • Migrated incident management tools to Terraform-based infrastructure, enhancing scalability and efficiency. • Utilized GitHub for version-controlled Terraform resources and Golang- based FinTech feature deployments. • Formally mentored in Golang, JavaScript, and AWS Cloud DevOps, fostering team growth and delivering production-ready features. ### IT Engineer @ Lincoln Electric Automation Jan 2022 – Jan 2022 | Chattanooga, Tennessee, United States • Administered Group Policy via Active Directory/SCCM, streamlining permissions management and licensed software distributions. • Automated system startup scripts on ERP and MES machines using Bash, reducing manual intervention and improving operational efficiency. • Investigated and resolved manufacturing software issues using Windows registry editor, enhancing system reliability. • Coordinated Infrastructure Project Management, SLAs and maintained physical server hardware. ### NOC Engineer @ Flexible Business Systems Jan 2022 – Jan 2022 | Hauppauge, New York, United States • Diagnosed and resolved network infrastructure issues using SD-WAN Auvik, Cisco routers, and SonicWall/Sophos firewalls, reducing downtime. • Managed VMware ESXi hosts, overseeing storage allocation and power management to ensure optimal performance. • Domain Controllers, Datto RMM, DRAC/iLO and vSphere for remote access. ### NOC Engineer / Junior System Administrator @ HTx Services LLC Jan 2019 – Jan 2021 • Provided 24x7 infrastructure support, resolving Level 1, 2, and 3 break-fix tickets for banking clients, reducing downtime and improving service efficiency. • Proactively monitored server health and performance using VMware, IBM Netcool, and DRAC, leading to a measurable decrease in system outages. • Diagnosed and resolved software and hardware issues remotely for Citibank and MUFG, improving issue resolution time and minimizing disruptions. • Played a key role in the Citibank Windows Refresh Project, successfully coordinating and executing the migration of thousands of workstations nationwide from Windows 7 to 10 ahead of schedule. • Automated patch management and workstation re-imaging using Windows CLI, Bash, and PowerShell, reducing manual effort and increasing deployment efficiency. • Strengthened security and system stability by managing Windows Server resources, Active Directory configurations, and MAC address whitelisting. ### IT Analyst @ Sony Music Entertainment Jan 2019 – Jan 2019 | New York, New York, United States • Utilized Killdisk utility to securely degauss hard drive disks, ensuring sensitive data was thoroughly wiped in compliance with security standards. • Managed the offboarding process for Sony users and interns, handling laptop/desktop collection and executing 1:1 device reallocation, optimizing resource utilization. • Performed uniform software deployment through re-imaging, maintaining consistency and reducing setup time for new devices. • Conducted thorough data backups for offboarded users using Office365/OneDrive, preserving critical information and facilitating smooth transitions. • Troubleshot Mac and Windows hardware/OS issues, providing timely support and maintaining operational efficiency while actively participating in IT Asset Management to track and optimize hardware usage. ### NOC Help Desk Technician @ Altice USA Jan 2018 – Jan 2018 | Bethpage, New York, United States • Managed and operated overnight bridge calls for technicians installing Sprint Small Cell boxes, ensuring seamless communication and coordination during installations. • Utilized PuTTY SSH connections to verify device status by node number, facilitating accurate and timely troubleshooting. • Monitored device availability based on MAC addresses, ensuring network components were active and properly configured. • Oversaw 911 call monitoring on network nodes, providing real-time guidance to installers to maintain public safety and service reliability. • Maintained organized records using Excel spreadsheets, efficiently cataloging service data and tracking device activity before and after node servicing. ## Education ### Associate of Applied Science in Information Technology (AAS) Nassau Community College Jan 2014 – Jan 2016 ### NOCTI Certification in Graphic Communications Technology GC Tech Jan 2012 – Jan 2014 ### High School Diploma & Certification in Graphic Communications Technology Division Avenue Senior High School Jan 2010 – Jan 2014 ## Contact & Social - LinkedIn: https://linkedin.com/in/adelaida-mongelli-46947416a --- Source: https://flows.cv/adelaida JSON Resume: https://flows.cv/adelaida/resume.json Last updated: 2026-04-01