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Curriculum vitae Updated

Systems thinker / Problem solver / People person

Alex.

I move technology operations from reactive firefighting to proactive, resilient systems that people can trust and build on.

01

What I bring

Replace reaction with resilience

I redesign fragile workflows around monitoring, redundancy, automation, and recovery so teams prevent incidents instead of repeatedly responding to them.

Find the real cause

I isolate integration, data, and infrastructure failures across complex environments instead of settling for a patch that only hides the symptom.

Connect systems and people

I translate technical complexity into clear decisions, bring stakeholders with me, and deliver solutions that hold up in the real world.

02

Experience

Aug 2024 — Present

Cigna

Cigna

Senior Infrastructure Engineering Advisor

  • Led work that reduced Infomart/Gplus data deviation to less than 0.5% during peak season, improving the integrity of workforce reporting.
  • Delivered $175K in avoided vendor costs by adding Occupancy calculations to the Cisco Historical feed and building PTO/PST bucket separation in-house.
  • Expanded the Re-Calc adapter to eliminate 10–15 hours of weekly manual work, while adding automated flow control and re-runs to reduce historical data loss.
  • Optimized Gplus Historical adapters, reducing missed intervals from multiple per day to roughly one per week, and resolved long-standing Gplus/Infomart volume discrepancies through automation and process redesign.
  • Implemented Okta SAML authentication for Evicore and deployed Davinci and Strategic Planner capabilities, including TimeFlex, Schedule History, and long-term forecasting.
  • Increased data resilience with backup historical file servers, consolidated WFM adapters to reduce overhead, and corrected IVR and Cisco Adapter logic affecting time-off and reporting accuracy.

Jan 2016 — Aug 2024

Wells Fargo

Wells Fargo

Senior Software Engineer / Product Owner

Joined as an Application Systems Engineer / Analyst through Apex Systems; converted to Wells Fargo in May 2017 and progressed into senior engineering and product ownership.

  • Delivered $100K in annual vendor savings through platform upgrades, hotfixes, end-of-life programs, server provisioning, and site migrations for Verint and Alvaria Workforce Optimization.
  • Maintained 99.9% application uptime by shifting support toward proactive monitoring, preventative maintenance, repeatable deployment practices, and rapid root-cause isolation.
  • Automated user provisioning through APIs and Active Directory groups using enterprise access protocols.
  • Reduced disaster-recovery time from 72 hours to one hour through configuration automation and SQL Availability Groups.
  • Led technical recommendations for a Call Center as a Service initiative and the transition from on-premises systems to cloud delivery.
  • Led the design, implementation, testing, and support of a major Verint Impact 360 upgrade from version 11 to 15.1.
  • Coordinated the decommissioning of more than 100 Windows and Java end-of-life servers to meet security standards.
  • Created scripts and preventative operating practices that removed recurring manual work and stabilized a system left unusable by vendor oversight.

2006 — Nov 2015

Citibank

Citibank

Progressive roles in Application Engineering & Workforce Management

Application Development Sr. Programmer Analyst / System Administrator · Intermediate Analyst / Project Manager · Workflow Coordinator 2 · Fraud Analyst

  • Led global WFM application support, vendor integrations, infrastructure changes, and monitoring across Aspect, Verint, Intradiem, and Aceyus.
  • Rolled out a Call Master validation system for more than 1,000 toll-free numbers across North America, Europe, and Asia-Pacific.
  • Led voice infrastructure consolidation, dialer migration, and WFM dashboard programs while automating processes with VBA and SQL.
  • Managed intraday workflows, routing, training, and real-time responses to staffing, volume, inventory, and system disruptions.
03

Principles & education

  1. 01 Find the cause, not the symptom.
  2. 02 Prevent the next incident.
  3. 03 Make complex things understandable.
  4. 04 Bring people along.

Education

Home School Graduate · Jacksonville, Florida · 2004

Alexander R. Santamaria

Senior Infrastructure Engineering Advisor

Jacksonville, Florida
contact@alexsantamaria.me
alexsantamaria.me

Professional Profile

Systems-minded infrastructure and application engineering leader with 19 years in workforce management, 13 years in IT and application engineering, and a lifetime of leadership. Known for replacing reactive firefighting with proactive, resilient operations; isolating root causes across complex systems; and turning unreliable workflows into scalable solutions that stay fixed.

19 yearsWorkforce management
13 yearsIT & application engineering
Career-longLeadership & stakeholder influence
$275K+Documented vendor savings

Core Expertise

Infrastructure Engineering · Workforce Management Platforms · Systems Integration · Operational Resilience · Root-Cause Analysis · Process Automation · Data Reliability · Disaster Recovery · Cloud Migration · Vendor Leadership · Stakeholder Management · Forecasting & Scheduling · Technical Communication · Change Management

Technology: PowerShell, SQL, APIs, regex, Windows Server, Active Directory, Okta SAML, DevOps, Jira, Confluence, Verint, Alvaria, Aspect, NICE IEX, Gplus, Infomart, Aceyus, Intradiem, VBA, HTML, IVR and Cisco data feeds.

Professional Experience

Senior Infrastructure Engineering Advisor

Cigna · Jacksonville, Florida

  • Reduced Infomart/Gplus data deviation to less than 0.5% during peak season, strengthening the integrity of workforce reporting.
  • Delivered $175K in avoided vendor costs by adding Occupancy calculations to the Cisco Historical feed and building PTO/PST bucket separation in-house.
  • Expanded the Re-Calc adapter to eliminate 10–15 hours of weekly manual work and added automated flow control and re-runs to reduce historical data loss.
  • Optimized Gplus Historical adapters, reducing missed intervals from multiple per day to approximately one per week, and resolved long-standing Gplus/Infomart volume discrepancies.
  • Implemented Okta SAML for Evicore and deployed Davinci and Strategic Planner capabilities including TimeFlex, Schedule History, and long-term forecasting.
  • Improved resilience with backup historical file servers, consolidated WFM adapters, and corrected IVR and Cisco Adapter logic affecting time-off and reporting accuracy.

Senior Software Engineer / Product Owner

Wells Fargo · Jacksonville, Florida

Joined through Apex Systems as an Application Systems Engineer / Analyst; converted to Wells Fargo in May 2017 and progressed into senior engineering and product ownership.

  • Delivered $100K in annual vendor savings through platform upgrades, hotfixes, end-of-life programs, server provisioning, and Verint/Alvaria site migrations.
  • Maintained 99.9% application uptime by shifting support toward proactive monitoring, preventative maintenance, repeatable deployments, and rapid root-cause isolation.
  • Reduced disaster-recovery time from 72 hours to one hour through configuration automation and SQL Availability Groups.
  • Automated user provisioning and deprovisioning through APIs and Active Directory groups using enterprise access protocols.
  • Led technical recommendations for a Call Center as a Service initiative and the transition from on-premises systems to cloud delivery.
  • Led the design, implementation, testing, and support of a major Verint Impact 360 upgrade from version 11 to 15.1.
  • Coordinated the decommissioning of more than 100 Windows and Java end-of-life servers to meet security standards.

Progressive Roles in Application Engineering & Workforce Management

Citibank · Jacksonville, Florida

Application Development Sr. Programmer Analyst / System Administrator · Intermediate Analyst / Project Manager · Workflow Coordinator 2 · Fraud Analyst

  • Led global WFM application support, vendor integrations, infrastructure changes, change management, and proactive monitoring across Aspect, Verint, Intradiem, and Aceyus.
  • Rolled out a Call Master validation system for more than 1,000 toll-free numbers across North America, Europe, and Asia-Pacific.
  • Led voice infrastructure consolidation, dialer migration, and WFM dashboard programs while automating reporting and operations with VBA and SQL.
  • Managed intraday workflows, routing, training, and real-time responses to staffing, volume, inventory, and system disruptions.

Leadership Approach

Find the cause, not the symptom. Prevent the next incident. Make complex things understandable. Bring people along.

Education

Home School Graduate · Jacksonville, Florida · 2004