Devin Hicks Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

- Design and develop self-paced digital learning experiences focused on helping customers utilize a variety of AWS services- Design, develop, and deploy AWS infrastructure for an internal web application using AWS CDK- Act as a technical resource and escalation point for team members involved in a diverse range of projects- Collaborated with other curriculum developers and an internal UX team to research the effectiveness of scenarios in digital self-paced training- Led a team of 7 curriculum developers to complete an internal enablement course

Herndon, Virginia

- Founding member of a regional site within a global team responsible for managing cloud infrastructure that supports major enterprise applications- Served as the site expert for the managed AWS Backup offering, assisting several customers in designing backup architectures to meet their specific requirements- Acted as an escalation resource for communication, helping to review and improve responses to customer inquiries, drafting templated responses, and facilitating sensitive customer meetings- Delivered over 50 hours of classroom and virtual instruction to onboard new engineers- Authored several runbooks to simplify complex procedures for other engineers- Worked extensively with AWS Identity and Access Management, assisting in authoring, reviewing, and implementing resources tailored to customer use cases

Greater Dallas Area

- Organized direct meetings with customers to identify technical issues, develop detailed action plans for resolution, and provide reassurance when needed- Performed creative and precise troubleshooting to pinpoint problems related to configuration or areas for improvement within the application, and effectively communicated customer requirements to our Product Team when necessary- Maintained an average Customer Satisfaction Survey score above 4.5 out of 5 while managing over 10 active support cases daily

Athens, Ga

- Conducted wireless and wired network troubleshooting and remediation concerning multiple operating systems and device types- Gained exposure to infrastructural concepts and assist Network Administrators with manual cabling and switching- Assisted professionals across several departments in ensuring an operational network across campus- Provided support on enterprise-level network serving 35,000+ students, staff and faculty members- Received promotion to Tier II after one year of employment for displaying exceptional leadership and problem-solving ability

Athens, Ga

- Provided assistance to students, faculty and staff with technological issues- Utilized several resources to logically solve technological problems in a short period of time- Handled sensitive information for thousands of clients- Carried out various administrative tasks and assist in projects as assigned by manager- Analyzed and responded to service tickets via Remedy and TeamDynamix ticketing systems

Alpharetta, Ga

- Functioned within server infrastructure team for a 3rd party logistics company to learn how IT operations align with business objectives- Participated in daily standup and Critical Incident Response meetings to understand daily objectives as well as solving problems in emergency scenarios- Created and administered virtual Windows domain in VMWare ESXi host with a controller and two clients using Powershellin order to improve competence- Trained extensively in Powershell and created script to scan network and remotely gather critical system information for inventory review

Alpharetta, Georgia

- Gained exposure to the project management process concerning software development within Supply Chain Solutions unit - Created metrics dashboard by exporting a Sharepoint view into a web query Excel spreadsheet to provide leadership with access to real-time critical decision making information- Created and edited Action Items within Sharepoint containing information pertaining to live software projects