Caleb Gutierrez Email & Phone Number

* Plan, write, and manage a robust library of clear, comprehensive, best-in-class customer-facing documentation, including user guides, FAQs, how-to-guides, blogs, API reference documentation, release notes, tutorials, and support content.* Collaborate with cross-functional teams, including engineering, product, support, marketing, external partners and other subject matter experts to establish content planning requirements.* Develop subject matter expertise for assigned products and influence product development by identifying and driving improvements to the customer experience.* Define best practices, content standards, processes and workflows for managing and prioritizing content updates and ensuring consistency for all user-facing content.* Collect, collate, and distribute user feedback to identify areas of improvement for documentation strategy and influence the product roadmap.* Contribute to the structure and organization of the user experience to ensure all content for product updates and new releases is accurate, up-to-date, complies with standards, and is consistent across multiple sources.* Attend product readiness reviews, product demos, and roadmap reviews to stay informed with an eye to developing plans for feature release, enhancements and modifications.* Mentoring colleagues and completing peer reviews of documentation.

• Creating conceptual information, step-by-step procedures, API descriptions, and example commands for AWS Systems Manager• Testing new service features while working with developers and designers to improve the related user experience, UI text, error messages, and API design for AWS Systems Manager• Interact directly with customers and use their feedback to improve documentation dynamically, then update and publish documentation on demand• Help define writing projects and determine priorities• Track and prioritize multiple responsibilities and deliverables• Communicate quickly and effectively across multiple teams and channels to keep partners informed• Act as point of contact and resource for others regarding specific publishing processes and tools• Maintain internal documentation for those publishing processes and tools

EC2 Windows SMEDirectory Service SME• Diving deep and performing advanced troubleshooting to quickly resolve Enterprise customer issues via email, chat, and phone• Serving as an internal escalation point for Engineers, and Solutions Architects resolving complex issues• Communicating regularly with Service Teams, Technical Account Managers, and Management across teams to identify and drive improvements in processes, documentation, and service functionality• Participating in design reviews to identify and mitigate support issues or risks• Working closely with development and QA teams to improve the change management life-cycle• Identifying and driving production architecture changes• Developing and improving internal support tooling including automations, scripts, and applications, in addition to performing Code Reviews• Improving operational efficiency for services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation• Regularly developing training and technical content for internal and external audiences• Developing and Facilitating interactive training classes for new hires, and tenured Engineers to increase applicable knowledge• Regularly learn new services and industry leading technologies• Acting as a key member in interviewing candidates to ensure that Amazon continues to hire and develop the best• Regularly working with management to delegate tasks and projects to other Support Engineers

EC2 Windows SMEDirectory Service SME• Diving deep and performing advanced troubleshooting to quickly resolve Enterprise customer issues via email, chat, and phone• Serving as an internal escalation point for Engineers, and Solutions Architects resolving complex issues• Communicating regularly with Service Teams, Technical Account Managers, and Management across teams to identify and drive improvements in processes, documentation, and service functionality• Participating in design reviews to identify and mitigate support issues or risks• Working closely with development and QA teams to improve the change management life-cycle• Identifying and driving production architecture changes• Developing and improving internal support tooling including scripts and applications, in addition to performing Code Reviews• Improving operational efficiency for services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation• Regularly developing training and technical content for internal and external audiences• Developing and Facilitating interactive training classes for new hires, and tenured Engineers to increase applicable knowledge• Regularly learn new services and industry leading technologies• Acting as a key member in interviewing candidates to ensure that Amazon continues to hire and develop the best• Regularly working with management to delegate tasks and projects to other Support Engineers

Dallas/Fort Worth Area

• Providing desktop support of TechCentral products and services such as computer hardware, operating systems, networking devices, software, and peripherals for Healthcare and Dental customers as well as field technicians achieving long-term resolutions• Providing desktop support for Enterprise and Escalated Customers resolving complex issues, achieving and maintaining the highest level of customer satisfaction • Assisting in the progression and training of new and fellow technical support staff and creating training documents as a member of the Training Team• Developing Tools and Applications via Python, PowerShell, C#, and ASP.NET for fellow Techs to aid in the improvement of troubleshooting, automation, procedures, training and documentation

• Creating, Generating, and Executing Daily Sort Operation Plan through Hub and Feeder Control System • Tracking Forecasted Loads through Trailer Forecast Control System for the West Region ensuring all that are planned are processed each day • Monitoring Load movements in real time through Dynamic Interactive Viewer, Global Feeder Tracking System, and communicating with various Hubs and Centers across the United States as well as the local Feeder and Industrial Engineering Department in order to make adjustments throughout the execution of the Sort• Extensive monitoring of Human Machine Interface to ensure the continuity of the Hub throughout its planned operation span, as well as communicating and directing designated employees to tend to specified areas in order to prevent damages to equipment and other materials• Executing Daily Sort Plan through Auto Sort X communicating with Outbound and Feeder Management, making adjustments in real time to ensure all parcels reach their assigned and proper destinations while maintaining continuity • Managing daily load plan requirements to avoid creating excess expenditures and preventing loss while ensuring all depart to their destinations at their scheduled times• Executing Contingency Plans when necessary • Gathering all Post Sort Data including Total Volume Processed, Work Area Data, Processed Loads, Scheduled vs Actual Arrivals, and Pass Down Log as well as generating assigned reports for each and delivering them as directed following the completion of the Sort daily

Dfw

 Provided technical hands-on capabilities with: installation and configuration, remote monitoring, help-desk, customer service tech support, maintenance and troubleshooting, and network configuring.• Analyzed and resolved hardware and software issues and performed troubleshooting as necessary. • Responsible for handling all inbound ticketing and incident reports.• Utilized Active Directory, BIOS, and Network Domain for password resets. • Installed and troubleshot peripherals including printers and other network devices. • Restored network connectivity issues and troubleshot routers, default gateways, switches, WLANetworks, LAN, TCP/IP. Network Monitoring• Successfully provided remote desktop troubleshooting.• Extensive knowledge of Database Architecture, Networking & File Sharing