Experience

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  Centralized showing service; san antonio

  Dec 2007 - Jul 2008

  Customer service representative

  Take incoming calls non-stop from real estate agents, home sellers / buyers from all over the country, make outgoing calls to agents / home owners as needed, data entry, write detailed follow-up notes on each property that I came in contact with, follow security measures as learned in training. I learned how to work efficiently in a call center environment and how to meet goals as a part of a team.

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  America transport systems, inc

  Jul 2008 - Nov 2009

  Receptionist / ltl clerk

  Basic front desk / office duties, data entry, order supplies as needed, answer multi-lined phone system, set up LTLs as called in and follow up with client regularly until shipment is delivered, completing various tasks given by the owner of the company. Multitasking was utilized daily while I worked at ATS. I learned my duties in a month or less and the system that was used was learned within a week's time. I gained phone etiquette and face-to-face relationship building experience during this time as well. Show less

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  The home depot

  Mar 2009 - Jan 2010

  Paint sales representative

  Educated myself about paint and paint products offered, find resolutions for any issues that arose for clients, answer phones, place orders for paint, follow the formula for each color mixed, maintain area's cleanliness. I learned how to up-sell any products that were needing to leave the floor as well as to meet our department's daily, weekly, and monthly goals.

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  Restoration hardware

  Nov 2009 - Oct 2010

  Sales curator

  Inform clients about products that are on display in the store as well as in the catalog. Place orders over the phone and in person through computer system available. Follow up on orders as needed. Answer phone and help clients with any issue they may have. Communicate with co-workers regularly to find out what is in stock and what needs to be ordered. Help clients pay for merchandise purchased during their visit. Forge relationships with clients to ensure their comfort in returning to us.

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  Team alvarez

  Dec 2010 - Jul 2014

  Homemaker

  Cooking, Cleaning, Teaching, Providing first aid, Listening, Scheduling Meetings, Entertaining, Working late hours, Patience, Time Management, Working Efficiently to complete goals, Physical Labor, Fitness Instructor, Wellness Informer, Problem Solving, Editing reports and creative writing, Report and Short Essay Writing, Reading for long periods of time, Working at a Computer for long periods of time.

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  Navy gateway inn and suites

  Jul 2014 - Dec 2014

  Front desk clerk

  Answer phones and interact with Epitome Software to make reservations, alter reservations, and follow up with guests. If the guest has any issues before, during, or after their stay with us, we will find a solution that fits their needs. Multitasking is a must in this position. Effective communication is key with interacting with guests from all over the world. Basic front desk operations are practiced daily. Multitasking with Microsoft Office is practiced daily.

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  Marriott plaza san antonio

  Jan 2015 - Sept 2015

  Sales/catering & conference coordinator

  *Employee of the Month for July 2015Data entry; events, contracts, room information, etc.Front desk general work; answering phones, file keeping, label printing, supplies ordering, etc.Assist with room sales/event menu items as requestedSpecial room delivery orders entered into the kitchen/room staff booksEvent deposits to ARAssortment of requests from guests as they occurMailroom deliveries

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  Rackspace

  May 2016 - Nov 2019

  Initial triage for customer initiated issues/alarms generatedCreation/modification of/to services through Amazon ConsoleInteract with customers/Amazon via ticketing system, phone call, or chat (Amazon only)Continue learning new services as they are released for supportGetting the right work to the right placeSeizing opportunities to put new playbooks in place for future Cloud AdminsManaging personal pages to allow others to learn and grow from the steps I take to progressOrganizing gatherings/potlucks/shenanigans across teams from all over the CastleRunning daily team meetings to ensure escalated work is actively workedProviding constructive feedback on any tickets incorrectly handledServices used directly: EC2, ELBs, RDS, DynamoDB, SNS, SES, CloudWatch, CloudFront, Route53, CodeDeploy, CloudFormation, ASGs, Service Catalog, CloudTrail Show less Received: Engaged Racker Award for 2017Q4 for US to UK boxInitial triage of generated alarmsFAWS Pilot; AWS focused work to determine the validity of adding that work to the departmentCreated/modified Playbooks to release to the FLRTrained US, UK, and Mexico Rackers in FAWS specific work/playbooksVerify Customers as per security processes in placeLinux/Windows initial triage and troubleshootingTicket routing/added information found regarding environmentCustomer interaction via ticketing system, phone call, email, and chatOrganized 6 team events over the span of my time on the team Show less

  • AWS Cloud Administrator

    Nov 2018 - Nov 2019

  • Support Technician I

    Jun 2017 - Nov 2018

  • Customer Support Specialist

    May 2016 - Jun 2017
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  Asm research

  Nov 2019 - Jan 2021

  Cloud administrator

  Maintain several EC2 instances and nodes using Amazon Linux, Ansible, and Docker.Utilize Splunk to monitor resources.

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  A cloud guru

  Jan 2021 - Oct 2022

  Maintain standards for content videos, quizzes. and labs.Take exams to ensure content includes material relevant to pass.Audit current courses to determine what updates are necessary.

  • Associate AWS Training Architect

    Jul 2021 - Oct 2022

  • Content Quality Architect

    Jan 2021 - Jul 2021
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  Pluralsight

  Oct 2022 - Nov 2023

  Aws training architect

  Created creative AWS focused content regarding: Certified Cloud Practitioner CLF-C02 An Introduction to AWS Security, Cost Optimization, The Well-Architected Framework, Amazon Cognito, and Amazon PollyWrote several technical blog posts as well as a few student focused posts.Obtained certifications and created courses around those exams.Create and deliver talks to and with customers based on their requests and needs.Extensive Keynote, Asana, DropBox, Slack, and Google Suite experience. Video editing and recording content using Screenflow and QuickPlayer.Lab creation using CloudFormation templates. Forum monitoring and interactions with students daily.Feedback review and course updates regularly. Show less

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  Simple technology solutions

  Nov 2023 - Sept 2024

  Assist engineer team management, incident response, service requestsMetrics-driven team strategies implemented across the teamKanban board task managementConfluence standard operating procedures, runbooks, and playbooks createdTrain Tiers 2 and 3 to close knowledge gaps and refine metricsTicket triage and escalationManaged our CrowdStrike remediation efforts across 37 enterprise level accounts and 25 engineers.Work alongside various levels of leadership to understand the direction of the program and contract. Show less Ticket-based multi-cloud incident and service requests including: access, networking, storage, audits, and random customer needs.Escalation point for 12 Tier 2 Engineers as well as onboarding new team members. Collaborate with other teams across organizations and projects.Acknowledge knowledge gaps between team members and remediate them using training, shadow sessions, and one-on-one intervention.Use metrics to drive team initiatives to meet goals set by leadership.Maintain working knowledge of AWS and Azure cloud environments and processes. Show less

  • Support Team Assistant Product Owner

    Feb 2024 - Sept 2024

  • AWS Engineer / Technical Lead

    Nov 2023 - Feb 2024
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  Packt

  Nov 2023 - Nov 2024

  Author

  Co-authoring a Certified Cloud Practitioner CLF-C02 exam preparation book.

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  Multiverse

  Sept 2024 - Dec 2024

  Cloud support engineer contractor
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  Topmate.io

  Dec 2024 - now

  Advisor

  Providing AWS topic clarification and deep divesOffering coping skills for various issuesCoaching for work-life balance