Jul 2022 – Aug 2025 · 3 yrs 1 mo

• Support Engineer II focused on debugging distributed systems and stabilizing production workloads on AWS through deep-dive troubleshooting, analysis, and a strong bias for operational excellence.
• Diagnosed complex issues across services such as API Gateway, Lambda, EC2, ALB/NLB, S3, and RDS by correlating CloudWatch metrics/logs, X-Ray traces, and diagnostics to isolate root causes in customer architectures.
• Performed low-level investigation of connectivity and performance problems using tools such as curl, tcpdump, traceroute, and DNS lookups, validating TLS/SSL, networking (VPC, subnets, security groups, NACLs), and IAM policies/roles.
• Guided customers in applying AWS best practices for reliability, security, and cost optimization, including architectural reviews, hardening misconfigured resources, and designing safer rollout and rollback strategies.
• Produced detailed case notes and maintained internal runbooks, KBs, and troubleshooting flows, improving consistency and reducing mean time to resolution (MTTR) for the wider Support Engineering team.
• Served as a subject matter expert for Amazon API Gateway, reviewing and validating SOP datasets used to train internal AI models that power support engineering bots, improving the technical accuracy and relevance of AI-generated responses.
• Recognized as an AWS Subject Matter Expert (SME) and go-to escalation point in my domain, mentoring peers through case shadowing, deep-dive reviews, and informal training sessions on debugging strategies and tooling.
• Partnered with service and engineering teams to raise systemic issues, contribute to problem records, and influence enhancements to observability, error messaging, and throttling/limit behavior based on customer pain points.
• Identified opportunities for workflow automation and better diagnostics (e.g., pre-check scripts, test harnesses, and standardized data-collection templates), enabling faster triage and higher-quality technical analysis.

Dec 2019 – Jul 2022 · 2 yrs 7 mos

• API Gateway Support Operations and Amazon Cognito Support Operations

Apr 2019 – Dec 2019 · 8 mos

• Internet of Things, Serverless Computing, Mobile Development, Game Development…
• For us at AWS Premium Support, that means IoT, Lambda, Mobile Hub, Lumberyard. These are some of the services that we help our customers use to their maximum potential.

Feb 2019 – Apr 2019 · 2 mos

Apr 2018 – Feb 2019 · 10 mos

Oct 2019 – Sep 2020 · 11 mos · Dallas/Fort Worth Area

Oct 2017 – Mar 2018 · 5 mos · Camp Pendleton, CA

• An 18-week program that includes a solid theoretical foundation and uses practical, hands-on exercises, virtual labs, and certification testing.
• Designed, provisioned, managed, and maintained server systems, support applications, and data.
• Installed, configured, and managed clusters of Windows Server 2016.
• Deployed servers and their services into Private and Public Clouds, as well as provided access control, information security, robust failover, and business continuity support with such architectures.
• Hands-on experience with Microsoft Azure used to explore support in the public cloud.
• Utilized advanced systems automation and management tools during monitoring operations, tuning for performance, and planning for growth and expansion of server and cloud infrastructures.

Jun 2017 – Sep 2017 · 3 mos · Camp Pendleton, CA

• Provided security of a multi-million-dollar facility and managed 24 guard personnel.
• Scheduled and delegated guard personnel to conduct 24-hour patrols to ensure zero security incidents in buildings, armories, and classified areas.
• Improved the process of issuance of over $100,000 in assets to authorized personnel reducing the number of missing gear incidents by 100%.

Jun 2016 – Jan 2017 · 7 mos · Camp Pendleton, CA

• Responsible for the overall management of a $1.3 million, 90 rooms, 180 tenant capacity housing facility.
• Submitted and tracked over 200 service requests and work orders increasing facility serviceability by 50%.
• Coordinated the restoration of a laundry facility by managing the replacing of appliances and eliminating gas leaks and mold which increased the facility serviceability from 0% to 100%.

Mar 2016 – Mar 2018 · 2 yrs · Camp Pendleton, CA

• Supervised technicians in a fast-paced environment in the maintenance of a $16 million mobile operations center.
• Trained and mentored 13 technicians for 500+ hours of instruction time including personal and professional development, technical proficiency, and process improvement establishing a basic technician baseline qualification of 100% and building overall team cohesiveness.
• Supervised eight technicians throughout the execution of an on-call maintenance and trouble ticket services allowing an operations system to maintain 100% uptime for a 6-month time frame.
• Improved accountability of all small system parts by implementing a method of accountability consisting of documentation and physical storage reducing missing part reports to 100%.
• Devised a job aid for the site survey of aircraft flight line that reduced the cost of resources and personnel hours by 20%.

Oct 2015 – Sep 2017 · 1 yr 11 mos · Camp Pendleton, CA

• Implemented and managed training programs to educate 400 personnel on industrial, environmental, electrical, and aviation safety.
• Administrated periodic inspections which reduced the incident rating from 40% to 0%.
• Trained 400 personnel on regulations in accordance with OSHA and local laws which increased the training baseline from 70% to 100%.
• Submitted annual audits to higher echelon organizations increasing organizational safety readiness by 100%.
• Planned and collaborated with other program managers to increase the organization’s naval aviation maintenance program compliance to 90%.

Aug 2014 – Sep 2017 · 3 yrs 1 mo · Camp Pendleton, CA

• Coached trainees to develop their proficiency and lead all phases of training programs during qualification and re-qualification.
• Supervised and accounted for over 200 personnel $44M in assets ensuring the successful competition of over 2000 hours of operations.
• Spearheaded 1300+ hours of training within 90-day time frame including proper equipment handling and techniques resulting in a 90% expert qualification for trainees

Apr 2013 – Mar 2016 · 2 yrs 11 mos · Camp Pendleton, CA

• Inventoried, set up, installed, troubleshot, and tore down a $16 million mobile operations center consisting of nine UNIX workstations, network equipment, and database and fault isolation software. Deployed servers, AV systems, fiber optic cables, telecom, Cisco switches, hubs, RF equipment, ECUs, PDUs, and generators.
• Developed a new Standard Operating Procedure (SOP) to correct a critical fault on UNIX workstations by remotely modifying the OpenBoot PROM values saving the organization $5,000 per repair.
• Provided IT tech support by conducting preventative maintenance and service restoration enabling the successful completion of four Federal Aviation Administration (FAA) inspections.
• Loaded, updated, tuned, and troubleshot fault isolation software for servers, electronics, and networking hardware resulting in three months of flawless operation.

Jun 2010 – Apr 2013 · 2 yrs 10 mos · Sun Valley, CA

• Performed food catering services for a $100,000 restaurant serving more than 300 people daily.
• Handled $8,000 worth of fuel annually to maintain mobile, year-round operations.
• Installed, troubleshot, and maintained entertainment electronics, video security systems, and an uninterruptible power supply which extended the restaurant’s closing hours by 20%.
• Listed the restaurant on Yelp, Google Maps, and Facebook to create an online brand which helped increase annual sales by 10%.

Jun 2008 – Aug 2008 · 2 mos · Los Angeles, CA

• Crew member for the nation’s largest urban conservation corps. Cleaned and beautified communities by providing landscaping services, removing graffiti, and participating in community outreach.