Junior Cloud Support Engineer
Brightline Cloud Services · Raleigh, NC
Jun, 2024 · Present
Resolved 45+ AWS and Linux support tickets per week for 300+ SaaS customers while maintaining a 96% CSAT score across 18 months.
Cut mean time to resolve by 28% by authoring 30 troubleshooting runbooks for EC2 boot failures, VPC routing, and IAM permission errors.
Automated daily EC2 health checks with Python and Boto3, flagging failed status checks and full EBS volumes before customers noticed, saving ~6 engineer-hours per week.
Ran IAM least-privilege audits across 120 customer AWS accounts, removing 400+ unused access keys and over-permissive policies.
Joined the 24/7 on-call rotation for P1 incidents, coordinating with senior engineers and posting customer status updates every 30 minutes.
Diagnosed and fixed Terraform state drift and module errors in customer pipelines, reducing failed GitHub Actions deployments by 35%.
IT Support Technician
NC State University OIT · Raleigh, NC
Aug, 2022 · May, 2024
Handled 25+ walk-up, phone, and Jira Service Management tickets per shift for 34,000 students and staff with a 94% first-contact resolution rate.
Imaged and deployed 600+ Windows and macOS lab machines each semester using SCCM and Jamf, finishing rollouts two days ahead of schedule.
Troubleshot campus Wi-Fi, VPN, DNS, and Duo MFA issues, escalating network faults with packet captures that shortened Tier 2 handoffs.
Wrote 15 self-service knowledge base articles that reduced password and email tickets by 20% during peak semester start.
Cloud Operations Intern
Triangle Health Analytics · Durham, NC
May, 2023 · Aug, 2023
Built CloudWatch dashboards and alarms for 40 EC2 and RDS instances supporting HIPAA-regulated analytics workloads.
Wrote Bash and Python scripts to tag untagged resources and schedule non-production shutdowns, trimming monthly AWS spend by 12%.
Containerized two internal reporting services with Docker and added GitHub Actions build checks, cutting manual deploy steps from 9 to 2.
Documented S3 bucket policies and backup procedures ahead of an annual security audit with zero findings.