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Imaze User

@imazeuser

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Technical Support Specialist blending customer-focused troubleshooting with AWS/Azure cloud and security fundamentals.

Canada

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What I'm looking for

I’m looking for a role where I can combine hands-on technical support with cloud and security problem-solving. I want a collaborative team that values strong documentation, faster resolutions, and continuous improvement—especially in incident-driven environments.

I’m a Dedicated Technical Support Specialist who resolves urgent software and cloud issues across both Windows and Linux. I focus on delivering exceptional customer experiences through fast troubleshooting, clear documentation, and calm execution in high-pressure situations.

In my current role as a Direct Support Specialist, I de-escalate incidents using positive behavioural support techniques while maintaining accurate standardized documentation. I collaborate with cross-functional teams to implement process improvements that reduce resolution time and strengthen client trust.

Earlier, I built hands-on cloud automation skills during my Cloud Engineer apprenticeship training at Level Up In Tech. Using Python with Boto3, I automated AWS resource operations, and I deployed repeatable infrastructure using Terraform while applying security best practices like security groups, subnet isolation, and least-privilege IAM.

Before that, as a Process Technician at Precision Concepts, I detected and responded to production incidents via equipment monitoring, improving mean time to resolution (MTTR) by 20%. I also strengthened quality and operational efficiency through data analysis and corrective actions—skills I bring into my troubleshooting and continuous-improvement mindset today.

Experience

Work history, roles, and key accomplishments

Current

Direct Support Specialist

Current

CBI Health

May 2022 - Present (4 years)

De-escalated urgent incidents using positive behavioural support techniques, improving client trust and satisfaction. Coordinated individualized programs for 10+ client activities monthly, documented daily client reports, and collaborated with cross-functional teams to reduce resolution time.

De Escalation Techniques Customer Support Cross Functional Collaboration Process Improvement

Cloud Engineer Apprentice

Level Up In Tech

Jun 2022 - Dec 2022 (6 months)

Automated AWS resource operations using Python and Boto3 to manage EC2 instances, S3 buckets, SQS queues, and VPC configurations. Deployed repeatable infrastructure with Terraform, implemented network segmentation with security groups/subnet isolation, and enforced least-privilege IAM roles to reduce security risk.

Python AWS EC2 Terraform IAM Least Privilege Security Groups Segmentation Access Control

Cloud Engineer (Apprenticeship)

Level Up In Tech

Jun 2022 - Dec 2022 (6 months)

Automated AWS resource operations using Python and the Boto3 SDK to manage EC2, S3, SQS, and VPC configurations. Implemented network segmentation and security controls with security groups and subnet isolation, and deployed repeatable infrastructure using Terraform while enforcing least-privilege IAM access.

AWS Python Terraform EC2 S3 SQS VPC IAM Security Groups

Process Technician

Precision Concepts

Aug 2020 - May 2022 (1 year 9 months)

Detected, triaged, and responded to production incidents using equipment monitoring and alarms, reducing MTTR by 20%. Analyzed quality data to implement corrective actions across production lines, lowering cost and improving product quality while maintaining production SLAs.

MTTR Data Quality SLA Management Cross Functional Collaboration