Troubleshoot complex issues by collaborating with both the customer and development teams to pinpoint a root cause of an issue.
Spearheaded Knowledge Management efforts, emphasizing the important of documentation of solutions ranging from mundane one-off issues to complex resource guides
Took voluntary deep dives into more complex technologies such as Continuous Integration and Docker to document the information in a simplified manner
Use automation tools such as AutoHotKey to speed up everyday tasks.
Zensar Technologies
IT Support Specialist
May 2015 - November 2016
Provided first level technical support within an enterprise level environment with an emphasis on customer service
Logged via ServiceNow
Framingham State University
IT Services Level 2 Technician
September 2011 - December 2014
Act as frontline, assisting students and faculty with technology problems
Education
Framingham State University
Bachelor of Science, Computer Science - Information Systems
Projects
Cloud Resume Project - Hosted a resume website using various AWS resources - GitHub Repo
Hosted a website using S3, CloudFront, and Route 53 to get custom domain name, including a JavaScript visitor counter that connects to an API
Created a backend using DynamoDB, AWS Lambda, and Amazon API Gateway
Configured Python scripts via AWS Lambda to fetch then add a visitor count from the DynamoDB once the API was called from the above JavaScript
Configured a GitHub repo with a GitHub Actions pipeline that unit tests the Python code using Cypress, builds the backend infrastructure, and deploys the frontend website
Automated the deployment of website and infrastructure using CloudFormation