Certifications
Professional Summary
IT support and cloud professional with hands-on experience troubleshooting technical issues, supporting users, and building infrastructure and cloud-based solutions. AWS Certified Solutions Architect - Associate, AWS Certified AI Practitioner, AWS Certified Cloud Practitioner, and Google IT Support Professional Certificate holder with knowledge of networking, system administration, cloud services, and ticketing workflows. Experience assisting users with account access, software platforms, and technical processes while documenting issues and coordinating with internal teams. Combines technical training, hands-on projects, and client support experience to bridge technical problem solving with effective communication.
Skills / Competencies
Cloud & AWS
Infrastructure as Code
AI & Generative AI
Networking
Systems Administration
Technical Support
Development & Automation
Databases & Storage
Security
Tools
Interpersonal
Projects
AWS Networking Infrastructure with Terraform
Provisioned AWS networking infrastructure using Terraform, including a custom VPC, public/private subnets, route tables, Internet Gateway, NAT Gateway, security groups, and EC2 instances. Designed a segmented network architecture to demonstrate controlled internet access for public and private workloads across multiple subnet tiers. Applied Infrastructure as Code practices to automate deployment, validation, and teardown of foundational AWS networking and compute resources.
Support Knowledge Assistant (RAG Application)
Built a retrieval augmented generation application using Amazon Bedrock Knowledge Bases. Developed a Streamlit interface for real time interaction. Integrated S3 and OpenSearch Serverless to retrieve relevant content. Used boto3 to connect retrieval and response generation with a foundation model.
Active Directory User & Access Management
Deployed and configured Active Directory on a Windows Server EC2 instance in AWS, setting up a domain controller and creating organizational units (OUs) to structure users. Managed user accounts, groups, and permissions to control access across the environment and ensure proper identity and access management.
IT Support Ticketing System
Built a simulated IT support ticketing workflow to track and manage issues by creating support topics and defining SLA expectations. Documented troubleshooting steps and resolutions to maintain clear and organized support records.
Static Website Hosting on Amazon S3
Hosted a static website using Amazon S3, configured bucket policies and public access settings, enabled static website hosting and tested access. Practiced basic cloud security and permissions (IAM concepts).
Serverless REST API with API Gateway & AWS Lambda
Built a REST API using Amazon API Gateway, created AWS Lambda functions to process requests, returned JSON responses to clients. Tested endpoints using browser and API tools.
Amplify React Deployment
Deployed a React application using AWS Amplify with a GitHub-connected CI/CD workflow. Configured automatic builds and deployments from the main branch, enabling a publicly accessible HTTPS web application.
Professional Experience
Client Support Specialist (Servive Coordination & Operations)
January 2023 – PresentSatellite Affordable Housing Associates · Berkeley, CA
- Triaged and resolved portal and account access issues for residents navigating RentCafe, escalating complex cases to appropriate teams.
- Evaluated Resident Connect SaaS platform from an employee facing perspective and identified usability gaps impacting internal workflows.
- Submitted Ul improvement recommendations for Resident Connect based on observed employee facing friction points.
- Created internal and user-facing documentation that reduced repeat support requests by standardizing solutions to common issues.
- Identified recurring system and workflow issues, coordinating with cross functional teams to drive timely resolution.
Case Manager (Client Support & Issue Resolution)
September 2021 – January 2023Tiburcio Vasquez Health Center · Hayward, CA
- Managed high volume case documentation within EPIC EHR, maintaining data accuracy and integrity across enterprise systems.
- Maintained HIPAA compliance across shared digital workflows, ensuring proper handling of sensitive patient data in a regulated environment.
- Audited digital records for completeness and accuracy, identifying and resolving discrepancies within the system.
- Coordinated across interdisciplinary teams using enterprise collaboration tools to ensure continuity of care and efficient workflows.
Counselor Technician (Client Support, Documentation & Incident Reporting)
October 2020 – September 2021WestCare · Richmond, CA
- Maintained structured documentation and incident reporting within a compliance-focused environment, ensuring accuracy and accountability.
- Escalated system, workflow, and safety concerns to supervisors, following structured triage and escalation protocols.
- Safeguarded confidential client information in accordance with HIPAA privacy standards.
- Utilized internal systems to track incidents, maintain records, and support workflow visibility across teams.
- Adhered to standardized processes and procedures to ensure consistency in issue handling and reporting.