Resume
Education
Siemens
2015 Atlanta, GAPCS7 System Engineering I Certificate
Missouri University of Science & Technology
2013 Rolla, MOB.S. Information Science & Technology Minor in Business
Experience
Senior Technical Account Manager
April 2021 - Present Amazon Web ServicesWork as a liaison with Enterprise Support customers to ensure smooth communications and to increase productivity within customer environments. This includes training on AWS services, monitoring customer cases to ensure proper prioritization/quick resolution, and helping monitor/provide insights into customer AWS spend.
Support Team Lead
February 2018 - April 2021 Forensic ITManage team of eight people to successfully hit monthly KPI targets, act as sole escalation point for team members on 24/7/365 production-impacting hotline, help drive all production-impacting issues to root cause, train & build team members in root cause analysis methodology and debugging tools
Forensic Systems Engineer
June 2013 - February 2018 Forensic ITManage problem tickets and deliver root cause analysis, participate in 24/7/365 production-impacting hotline & on-call rotation, monitor system/virtualization environment health & resolve issues, monitor virus alerts & resolve issues