Professional Summary
Technically sharp Cloud Support Engineer with 3+ years of Azure support experience and a demonstrated ability to resolve complex, high-impact infrastructure challenges — including VM failures, networking issues, identity management, and cloud resource configuration. Consistently recognized for delivering 5-star client experiences and exceeding team performance benchmarks. Armed with a robust portfolio of Microsoft, AWS, and CompTIA certifications and a B.S. in Cloud Computing in progress, I bring the technical depth and client-first mindset required to excel in an L2 Azure Support role.
Professional Experience
Insight Enterprises, Inc.
Associate Engineer · Managed Cloud Infrastructure
- Serve as a key contributor on the CSP Support L1 team, troubleshooting and resolving Azure cloud infrastructure issues for enterprise clients via phone, email, and video.
- Consistently deliver exceptional client experiences, regularly receiving 5-star CSAT scores throughout tenure.
- Leverage DataDog for infrastructure monitoring, performance analysis, and proactive issue identification.
- Utilize Azure AI Services and other AI-powered resources to enhance troubleshooting efficiency and solution delivery.
- Collaborated with teammates across Managed Cloud Infrastructure and CSP Support teams to drive resolution of complex, multi-layered cloud issues.
- Demonstrated commitment to professional growth by earning several certifications while in role, including CompTIA Security+, AWS Certified AI Practitioner, and Microsoft SC-900.
Tek-Experts
Technical Support Engineer 2 · Azure App Performance & Configuration
- Interacted with clients via phone, email, and video to resolve Azure account and resource issues related to performance and configuration, handling cases from Severity C to Severity A (critical).
- Increased overall team KPI scores from borderline failing to well above baseline expectations by individually resolving and closing 20+ cases per month, far exceeding the company average.
- Recognized company-wide as a top performer for case handling and resolution, consistently receiving 5-star CSAT scores.
Additional Prior Employment
| Role | Company | Dates |
|---|---|---|
| Manufacturing Assembly Production Associate | Cummins, Inc. | Nov 2020 – Nov 2022 |
| Trailer Docking & Release / Fulfillment Team | Amazon Distribution Center | May 2020 – Aug 2020 |
| OTR Flatbed Truck Driver | Prime, Inc. | Sep 2017 – Sep 2019 |
| Lead Field Technician / Supervisor | Comcast / Time Warner Cable | Jan 2010 – Dec 2016 |
Education
Western Governors University
B.S., Cloud Computing · GPA: 3.0 / 3.0
Relevant Coursework
Eleven Fifty Academy, Indianapolis
Certifications
ITIL Foundation
Sep 2022