I am an Associate Technical Support Engineer with over 2 years of experience providing hands-on support for cloud and SaaS platforms, specializing in AWS and Microsoft Azure environments. I have a proven track record of diagnosing and resolving complex technical issues, managing escalations, onboarding customers, and delivering exceptional service that drives product adoption and maintains high customer satisfaction.
My expertise lies in cloud infrastructure, DevOps, networking, and security, combined with a customer-first mindset. I excel at communicating technical solutions clearly to both technical and non-technical stakeholders, ensuring smooth collaboration and effective problem resolution.
Throughout my career, I have supported enterprise and mid-market customers remotely, handling Tier 2/3 technical support, incident and problem management, and knowledge base documentation. I am adept at using tools like Jira and Zendesk for ticket management and maintaining SLA adherence.
I have led customer onboarding and enablement sessions that significantly improved product adoption and reduced churn. My proactive approach includes developing structured troubleshooting guides, runbooks, and FAQs that empower customers and reduce repeat issues.
I am continuously enhancing my skills through certifications and hands-on projects, including architecting Azure web applications, simulating AWS security scenarios, managing EC2 systems, building scalable AWS applications, and implementing CI/CD pipelines with GitHub Actions and AWS. I am passionate about leveraging my technical expertise to support cloud customers effectively and contribute to their success.
