- Applied advanced troubleshooting techniques to provide unique solutions for our customers' individual needs.- Partnered with Amazon Web Services teams to help reproduce and resolve customer issues.- Written technical articles for internal AWS employees.- Work on critical, highly complex customer problems that may span multiple AWS services.- Training and mentoring new engineers joining the team.- Mobile Core SME(Amplify & AppSync)

- Apply troubleshooting techniques to provide solutions for our customers by thoughtfullyworking with customers to dive deep into the root cause of an issue.- Responsible for solving customer’s cases through customer contact channels.- With a focus on services such as: Amplify Console, Amplify Framework, AppSync, ChatBot, Connect (Contact Center), Device Farm, GameLift, Location Service, MQ, Pinpoint, SNS, SQS, and Sumerian.

-Ensure exceptional customer service is being provided by all employees. -Perform product maintenance and repairs as necessary while working directly with clients. -Provide on-going coaching, training and acts as consultant to Geek Squad employees and other store personnel as needed to achieve goals and high standards of customer service. -Motivate, inspire, and coach behaviors that lead to an exceptional client experience. -Quickly resolve unsatisfactory client experiences and investigate the root cause. -Conduct business analysis utilizing company scorecards and reports to identify business opportunities. -Work to prevent returns and exchanges by testing units that come back and educating customers on product usage.

-Perform software/hardware diagnostics and navigate requested and recommended repairs in a timely fashion.-Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices, -Partner with other team members to ensure proper documentation of client requests,

-Provide exceptional customer service to our clients with all their technology needs.-Check in clients, maintain a queue of appointments and make sure everyone is attended in a timely fashion.-Ask probing questions, listen to the client, take down notes, and provide accurate turn times for their repairs.-Properly demo the unit to the client to ensure their unit is fixed and working as they intended.

-Learned basic coding using Microsoft Visual Studio in an enterprise environment.-Attended meetings and interacted with various government employees on different projects.