At Amazon, I provided Tier 1 technical support to AWS customers in English and Spanish, investigating cloud-service, account, and connectivity issues involving Amazon EC2.
I documented cases, assessed urgency, and tracked incidents through the support lifecycle. When first-call resolution wasn't possible, I escalated complex issues to Tier II support or engineering and worked with AWS engineers on troubleshooting options.
I also shared operational feedback and contributed ideas to improve internal tools designed to support customers. Earlier at Amazon, I investigated delivery and fulfillment cases and supported customer service agents with difficult escalations.
I'm an AWS Certified Cloud Practitioner with Cisco Networking Essentials certification. I bring Spanish–English bilingual support experience and English proficiency certified at C1 level.
