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lerato Masenya

@leratomasenya

Message

I resolve complex AWS support issues while improving reliability, SLA performance, and customer trust.

South Africa

Message

What I'm looking for

I'm looking for a cloud-focused role where I can resolve complex technical issues, support customers, strengthen service reliability, and continue growing across AWS, Microsoft services, networking, and AI.

I've resolved complex AWS service issues at Amazon Web Services, investigating customer-reported problems, managing escalations, and consistently meeting SLA targets.

I support customers through phone, ticketing, and remote sessions while creating knowledge base articles that improve team efficiency and customer self-service. I've also mentored colleagues, supported training initiatives, and participated in weekend rotations to maintain service continuity.

My background includes network tower configuration at Ericson and software testing at STS Holdings, where I wrote test cases, reported coverage, and collaborated with developers and stakeholders. I bring a BSc Honours in Computer Science, AWS and Microsoft certifications, and hands-on knowledge of cloud, networking, testing, SQL, C++, Java, and AI services.

Experience

Work history, roles, and key accomplishments

Cloud Support Engineer

Amazon Web Services (AWS)

Jul 2021 - Dec 2025 (4 years 5 months)

Resolved complex AWS service issues, managed escalations, and ensured SLA compliance. Contributed to knowledge sharing and supported team development through mentoring and training.

AWS Cloud Computing Troubleshooting Escalation Management SLA Customer Support Knowledge Management Mentor