D Aiken

Built CloudFormation templates to automate password policy updates across multiple AWS accounts, improving compliance and reducing manual effort. Deployed Lambda Step Function for EFS and FSx CloudWatch alarms with SNS notifications, enhancing real-time monitoring and response capabilities. Automated cloud resource provisioning, configuration, and deployment pipelines, reducing deployment time by

Designed, built, implemented, and maintained multi-component, cloud-based and hybrid solutions which meet customer and security requirements. Supported patching and upgrades on Linux and Windows servers during after hours. Participated in on-call rotations and incident response to ensure system uptime.

Provided technical support to end-users, troubleshooting hardware, software, and network issues via phone, email, or in person. Assisted in the deployment and configuration of desktops, laptops, and mobile devices. Implemented SysTrack to gain insights into system performance, user behavior, and IT resource optimization.

Troubleshot VTC/ATC platforms (MS Teams, Zoom, Webex), improving communication reliability. Documented incident status and resolutions using BMC Remedy. Performed installations, upgrades, configuration, and troubleshooting of customer-specific hardware, software, and mobile devices.

Supported and troubleshooted VDI-delivered desktops and applications via Citrix Desktop Director. Managed account access granting and/or disabling within internal application systems and Active Directory. Utilized Microsoft Exchange Admin Center for adding/removing from the distribution list.

Conducted cloud-based management using AWS technologies and concepts related to security, governance, procurement, and administration. Maintained client satisfaction through excellent customer service skills. Delivered technical support related to Apple and Microsoft products, including Microsoft Office, Mac OSX, Windows operating systems, and other related programs and applications.