• Own frontline incident/request queue via Intercom; troubleshoot account access, billing, and product-usage issues and guide users to resolution with clear next steps.
• Sustain <1 minute first-response times across 60–200+ chats/day while maintaining 96% CSAT through fast triage and clear communication.
• Write high-signal escalations (impact, reproduction steps, logs/screenshots) and partner with engineering to restore service quickly and prevent recurrences.
• Maintain Confluence knowledge base and runbooks; improve first-contact resolution and speed onboarding for new team members.

• Provided hands-on support for iOS/Android devices (setup, migrations, account syncing, OS/app conflicts, connectivity) and peripherals.
• Maintained 94% CSAT in a walk-up environment requiring rapid diagnosis, empathy, and reliable follow-through.
• Supported secure device handoffs and basic inventory hygiene (tracking accessories, swaps, repairs) to keep customers operational.

• Maintained and provisioned a fleet of iPads and workflow apps used for intake/operations; handled setup and troubleshooting under time pressure.
• Supported credentialing/access workflows in a compliance-sensitive environment; reinforced device/login hygiene and reliable operations.

I wanted to be scrappy and make a desktop-as-a-service running windows and linux. Since I’m playing with an AWS free tier account I couldn’t just use workspaces for an easy win, so I created a VPC with two private subnets and one public one, routed them to each other properly, and ran an EC2 instance. I had to troubleshoot A LOT with AWS Systems Manager because I was much more used to working with SSH but wanted to have a modern cloud security posture.

I will periodically update this project with my progress. I wanted to get hands on experience to match my certifications. I started with a static S3 site, integrated it with Route 53 and Cloudfront, found a cool template that used a Vercel adapter and customized it for AWS with lambda integration.

Validates foundational, high-level understanding of AWS Cloud, services, and terminology

Demonstrate understanding of Microsoft 365, to deliver industry-leading productivity apps along with intelligent cloud services, and world-class security.