Cloud Support Specialist with certifications across AWS, Azure, CompTIA(A+, Network+, Security+), Linux, and ITIL4. Hands-on portfolio includes the Cloud Resume Challenge and multi-cloud projects demonstrating scalable, secure architectures. Skilled in troubleshooting, monitoring, and IT service management. Strong background in technical troubleshooting, monitoring, and IT service management. Strong background in techincal support, compliance, and customer-focused IT service delivery. Currently pursuing Cloud+ and ISC2 CC to further strengthen cloud and security expertise. Secret Clearance (inactive)
Action: Applied CloudFormation/Terraform to standardize and automate infrastructure.
Result: Improved deployment consistency and ensured audit-ready compliance.
AWS IAM Policy Project – Principle of Least Privilege
Situation/Task: Needed to demonstrate secure user and group access management in AWS for a development environment.
Action: Created an IAM user and group, authored a custom JSON policy granting only ec2:Describe* on resources tagged Env=development, and applied an explicit deny for ec2:Tag*. Used the AWS Policy Simulator to test both allowed and denied actions, documenting results with screenshots and policy files.
Result: Successfully implemented and validated the principle of least privilege, proving hands-on experience in AWS IAM and cloud security best practices.
Multi-Cloud Disaster Recovery Simulation - AWS & Azure (In Progress)
Situation/Task:Organizations risk downtime from vendor lock-in.
Action: Built a cross-cloud backup and failover workflow, replicating storage between AWS S3 and Azure Blob, automated via Terraform.
Result: Modeled a resilient, vendor-agnostic solution aligned with compliance standards.
PROFESSIONAL EXPERIENCE
Transcom - iOS Support Technician
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Situation/Task: End users frequently experience account and device issues. Action: Used secure remote access tools to guide customers and retrieve diagnostic device data logs for analysis. Result: Improved resolution accuracy, reduced repeat calls, and enhanced customer satisfaction.
Situation/Task Wait times were high during peak hours. Action: Coached other technicians via chat to streamline case handling. Result: Cut average wait times by 25%.
Situation/Task Technical concepts confused non-technical users. Action Communicated solutions in simple, step-by-step language. Result Achieved a 90% resolution rate and supported a 95% customer satisfaction score.
Sykes - Customer Service & Technical Support Representative
08/2019
Situation/Task: Managed high-volume customer accounts and service requests. Action: Used Salesforce CRM to log, track and document all cases. Result: Improved response accuracy and ensured timely follow-up
Situation/Task: Users experienced frequent account and technical issues. Action: Troubleshot inquiries and delivered targeted support. Result: Achieved a 90% first-contact resolution rate nd maintained high customer satisfaction.
Situation/Task: Escalations were burdening Tier 2 support. Action: Created internal knowledge-sharing documentation in Salesforce. Result: Reduced escalations by 10%.
Situation/Task: Onboarding new hires slowed productivity. Action: Trained and mentored new employees on tools and processes. Result: Increased team performance and reduced ramp-up time.
U.S. Army - Multiple Roles
Network Communications Specialist
07/1999
Situation/Task: Units required dependable, real-time communications for mission-critical operations. Action: Installed, configured, and maintained tactical and fixed communication systems, including line-of-sight (LOS) communication links supporting field operations. Result: Ensured uniterrupted connectivity across variable terrain and conditions.
Situation/Task: High-priority targeting systems required secure and resilient communication networks. Action: Provided networking support for mission-critical defense targeting infrastructure, ensuring system uptime and redundancy. Result: Increased operational reliability and supported precision defense readiness.
Situation/Task: Communication downtime disrupted mission success. Action: Applied structured troubleshooting methods aligned with modern Network+ principles. Result: Restored services quickly, reducing downtime and ensuring mission continuity.