Open to opportunities

D Gates

@dgates

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Cloud engineer with customer-service roots and hands-on experience in GCP, AWS, and Azure.

United States

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What I'm looking for

I am seeking cloud or DevOps roles where I can apply GCP/AWS/Azure skills, solve infrastructure problems, mentor teammates, and work in a collaborative, customer-focused environment.

I am a dependable cloud engineer with a strong foundation in customer service and IT support, focused on deploying and managing infrastructure across Google Cloud Platform, AWS, and Azure. I combine practical cloud platform proficiency with hands-on troubleshooting to keep systems reliable and users satisfied.

My background includes extensive frontline customer-facing roles where I resolved technical and account issues, handled high inbound call volumes, and built lasting customer relationships. Those experiences shaped my communication skills and my ability to diagnose and resolve problems quickly under pressure.

I hold cloud certifications (AWS, Azure, Google Cloud Platform) and am pursuing formal study in Cloud Computing and Cyber Security at the University of Phoenix, reinforcing my technical credentials and commitment to continuous learning.

I bring a blend of technical knowledge, operational discipline, and a customer-first mindset to cloud engineering roles where I can design, configure, and maintain IaaS, PaaS, and SaaS environments while mentoring others and improving service reliability.

Experience

Work history, roles, and key accomplishments

Current

Customer Pro / Loyalty Specialist

Current

Verizon

Mar 2017 - Present (8 years 7 months)

Provided loyalty and retention support, handling disconnect and regular customer calls to troubleshoot device, billing, and account issues while upselling loyalty packages and improving customer satisfaction.

Customer Service Technical Support Troubleshooting Account Recovery Upselling CRM Remote Support

Customer Service Representative

Verizon

Jan 2017 - Mar 2017 (2 months)

Answered inbound customer calls, identified issues through active listening, and resolved device, billing, and service concerns while promoting products to enhance customer experience.

Customer Service Call Center Troubleshooting Active Listening CRM Billing Support Upselling

Internet Technical Support

Capital One

Jan 2015 - Jul 2016 (1 year 6 months)

Handled high-volume inbound support (~400 calls/day), performed account unblocking and payment processing, and achieved customer satisfaction and adherence targets.

Technical Support Account Recovery Payment Processing Customer Care Troubleshooting CRM