I love to dig into complex client escalations and resolve technical problems. Developing a knowledge base to be shared with both clients and staff members means the steps needed to resolve problems is freely available and easy to navigate!Currently, as an IT Support Engineer for Amazon, incident resolution is part of my daily routine. Making sure that software/hardware interfaces function at optimum levels with the leading cybersecurity protection helps companies like Amazon continue to have the incomparable online and e-Commerce presence that it does. Collaborating with people across departments and assisting technical teams means that we can effectively manage any incidents and execute complex troubleshooting. In this role I've delivered more than 500 change management plans and upgraded technical projects to ensure the best end user experience. I never back down from a challenge, so when things go a little sideways and the IT department gets turned on its head because of a crisis I am always driven to find a solution. I am passionate about making complex things simple and tackling problems in unique ways. Operating behind a screen and working desk-side is where I thrive. Apart from my career, I am currently completing my degree in Cybersecurity and Information Assurance at Western Governors University. Being able to expand my industry knowledge in an academic environment has amplified my theoretical understanding of the processes and procedures needed for systems to function efficiently.I am a fast learner and I have a keen interest in training my coworkers. I am always delighted by how much I can learn when I work with others. If this resonates with you - let's connect!