Cloud Support Associate Resume
Summary : As a Cloud Support Associate, Acted as a technical escalation point within the team for complex support issues, product feedback, and critical situations in the owned technology areas. Engaged with Cloud engineering teams to understand their service architecture, and operating models, and be able to navigate and work effectively.
Skills : Familiar With Database, Storage.
Description :
- Applied advanced troubleshooting techniques to provide unique solutions to our customers' varied needs.
- Interacted and collaborated with leading technologists around the world and Assisted external/internal users of the client's technical products or services.
- Discussed radical new approaches to automate operational issues and Designed and built the operational scalability that sustains the platform's remarkable growth.
- Mastered in AWS Services platform diagnosis, response, measurement, and automation and Deep dove into the root cause of a customer issue, or investigate why a metric is trending the wrong way.
- Participated in all phases of the development of a large distributed system and Owned and efficiently managed all assigned tasks and on-call duties.
- Resolved critical and complex technical issues in a 24x5 global support model leveraging your deep technical and product expertise and partnering with peers.
- Managed and applied customer Software update SLA and Supported Cloud System configuration with Engineers.
Experience
10+ Years
Level
Senior
Education
Bachelor's In Computer Science
Cloud Support Associate Resume
Summary : As a Cloud Support Associate, Identified emerging trends or recurring scenarios for the owned technologies and drive improvement feedback/repair items into Azure engineering. Supported our customers, and partnered with engineering teams to improve the Azure platform.
Skills : Big Data; Wan Topologies.
Description :
- Acted as a key member of the hiring team that hires and develops the best and Interacted with leading technologists around the world and resolve customer issues.
- Managed the incoming queue of Cloud opportunities from the EMEA Region against global vendors’ SLAs in a proper and accurate manner.
- Sent out Cloud license confirmations/ certificates when necessary and Conducted basic to complex levels of research aimed at resolving problems.
- Performed other activities related to the successful processing of the order when necessary or requested.
- Engaged with sales, services, engineering, product management, and support management when necessary to prioritize customer requests and address both the technical and business needs of the customers to achieve a high level of customer satisfaction.
- Contributed to global support processes and procedures as part of the support management team across regions.
- Responsible for bridging the gaps between complex business problems and solutions in the cloud.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Cloud Support Associate Resume
Summary : As a Cloud Support Associate, experienced in one or more languages (PowerShell, Python, C#, Open Source). Relentlessly championed and drove technology-related innovation to reduce customer pain and improve support efficiency in partnership with Azure engineering teams.
Skills : Networking Services, Troubleshoot Technical Issues.
Description :
- Used internal AWS Support tools, customer-facing tools, open source tools, AWS console, SDK, and command line tools, to provide detailed descriptions of customer issues, reproduce bugs or issues and provide these in internal ticketing systems to advocate on behalf of the customer.
- Used case tracking tools and custom health tools to check a customer’s environment, an associate or engineer needs to dive deep into reported symptoms, diagnose a technical issue and suggest a solution.
- Leveraged customer support experience to provide feedback to internal AWS teams about improving our services.
- Worked with subject matter experts in cloud technologies to solve customer problems.
- Actively shared a unique experience with all relevant areas in Customer Success Services.
- Served as an adviser to associates to meet schedules and resolve technical problems.
- Oversaw the daily activities of technical teams consisting of junior to senior technical support engineers.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Cloud Support Associate Resume
Summary : As a Cloud Support Associate, Performed complex application debugging and remediation when needed to drive and Supported incident resolution for configuration, code, or other service issues impacting customers.
Skills : Customer Service, Technical Writing.
Description :
- Leveraged extensive customer support experience to provide feedback to internal AWS teams on how our customers use our services.
- Responded to inbound Billing and Technical service requests over the phone and email.
- Evaluated and provided resolution for complex customer Billing inquiries and Reconciled invoices provided by the customer and/or other internal departments.
- Explained charges to our customers to enhance their understanding of billing processes and policies.
- Initiated adjustments to customer billing charges where appropriate and communicated outstanding amounts to customers.
- Interacted closely with various departments and vendors to provide timely resolution to issues.
- Took initial customer calls/emails and answered general questions regarding company products and services.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Cloud Support Associate Resume
Headline : As a Cloud Support Associate, trained other employees on how to use these services or products. Created documentation or videos that explain how to use certain features or services, or could be involved in teaching classes on topics like cloud security or best practices for using cloud-based applications.
Skills : AWS Certified Cloud Practitioner, Google Cloud Associate Cloud Engineer.
Description :
- Served as the first point of contact for customers seeking technical assistance over the phone, email, or chat.
- Quickly and efficiently triaged customer issues, escalating to senior support staff when necessary.
- Used strong problem-solving skills to troubleshoot customer issues related to cloud services.
- Effectively communicated complex technical information to non-technical users and Maintained up-to-date knowledge of all cloud products and features.
- Documented customer interactions and issue resolutions in our ticketing system and Proactively followed up with customers to ensure their continued satisfaction.
- Identified areas of improvement in our customer support process and made recommendations to management.
- Assisted with training new customer support associates Handled customer complaints in a professional and courteous manner and Adhered to all company policies and procedures.
Experience
5-7 Years
Level
Executive
Education
Bachelor's In Computer Science
Cloud Support Associate Resume
Objective : As a Cloud Support Associate, Communicated with clients about issues and resolutions, such as providing troubleshooting assistance to customers over the phone. Installed and configured new computer hardware and software applications on client computers or servers.
Skills : Planning, Cloud Associate.
Description :
- Applied advanced troubleshooting techniques to provide unique solutions to our customer's individual needs.
- Worked directly with Amazon Web Service architects to help reproduce and resolve customer issues.
- Leveraged extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
- Worked on projects that improve support-related processes and customers’ technical support experience.
- Wrote tutorials, how-to videos, and other technical articles for the customer community.
- Worked on critical, highly complex customer problems that may span multiple AWS services.
- Interacted with leading technologists around the world and Resolved complex issues with the customer, vendor, and internal customers to help deliver an excellent customer experience.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In IT
Cloud Support Associate Resume
Objective : As a Cloud Support Associate, Monitored system performance and troubleshoot any issues that arise with the help of a technical support specialist and Documented all technical support activities in a client's support ticket system.
Skills : Planning, Collaborative Skills.
Description :
- Managed customer escalations with highly technical support requests from enterprise customers via phone and web.
- Developed technical solutions which can be posted to internal and external knowledge bases.
- Collaborated with other employees by providing important customer feedback, processâ€improvement suggestions, new troubleshooting tips, and other actions that improve our product.
- Provided customers with general guidance, best practices, technical troubleshooting, and how-to’s around using or migrating to AWS services around, but not limited to, EC2, EBS, and EFS, to help customers with their adoption of the AWS Cloud.
- Ensured that customers get the maximum value from and easily use our solutions and subscriptions.
- Supported customers by making sure the technical team is responding to incoming cases within the designated service-level agreement (SLA) period.
- Monitored and organized daily team workflows and activities Planned the team’s work and support it in daily activities.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In IT
Cloud Support Associate Resume
Objective : As a Cloud Support Associate, Provided technical support via chat, email, or phone to clients who have questions about their accounts and Recommended upgrades or other changes to client systems based on needs identified during support activities.
Skills : Planning, Stakeholder.
Description :
- Interacted with other teams to ensure smooth customer experience and efficient teamwork.
- Guided some of the internal changes and projects related to regional and support workflows.
- Proposed and discussed fixes, provided advice, educated customers, and analyzed operational data.
- Clarified existing expectations with customers’ technology and operations experts and stakeholders.
- Sent PO to the vendor where necessary and collaborates with the vendor to resolve any possible issues preventing the acceptance of the order.
- Collaborated with the vendor and attends vendor training to achieve the service targets set by the vendor.
- Performed track of all open orders and communication with the vendor to ensure the successful closing of the order and Maintained clear invoicing documentation.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In IT
Cloud Support Associate Resume
Objective : As a Cloud Support Associate, Performed server maintenance tasks such as adding memory to a server or replacing failed hard drives and Provided post-sales support to clients by responding to requests for information about products or services, providing assistance with technical problems, or providing support for existing products or services and Analyzed software bugs and created fixes or patches to resolve problems.
Skills : Creative Skills, Problem-Solving.
Description :
- Ran and maintained a 24x7 Internet-oriented production environment, across multiple data centers, involving hundreds of machines.
- Participated in all phases of the development of a large distributed system; provided hardware, manageability, operability, and performance perspectives on all aspects of the system.
- Invented bold and radical new approaches to automate maintenance tasks, reporting systems, system health, performance monitoring tools, and software management tools.
- Delved into a customer issue, or investigate why a metric is trending the wrong way, turning customers into raving fans.
- Configured new machines and performed various system maintenance tasks.
- Took part in designing and executing production acceptance tests and new hardware evaluations including producing, maintaining, and evolving capacity plans for various components, refining hardware requirements and selected designs, and balancing raw up-front dollar cost with operability and TCO.
- Learned and used groundbreaking technologies and Applied advanced troubleshooting techniques to provide unique solutions to our customer's individual needs.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In IT
Cloud Support Associate Resume
Objective : As a Cloud Support Associate, worked in a fast-paced environment where they are constantly interacting with customers who need assistance with cloud-based products and services. Worked closely with other members of the support team to resolve customer issues in a timely and efficient manner. Worked occasional overtime or was on call to handle after-hours support issues.
Skills : Team Work, Customer Service.
Description :
- Interacted with leading technologists around the world and resolve customer issues and Drive customer communication during critical events.
- Experienced with Linux/Windows Systems Administration, Database design, Optimization, Bigdata Analysis OR Network administration, OR Dev-ops.
- Contributed to end-to-end solutions that span the whole software stack and Helped build applications that will be deployed on thousands of desktops.
- Co-operated effectively with development and product teams to produce high-quality software.
- Worked in a fast-paced environment that iterates and evolves rapidly.
- Handled customer complaints and escalations in a professional and calm manner and trained new employees, documented customer interactions, and updated knowledge base articles.
- Supported critical de-escalation activities and Actively shared a unique experience with all relevant areas in Support Delivery.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In IT
