Technical Support Leader - Cloud & Security Orchestration

PROFESSIONAL SUMMARY

Technical Support Leader skilled in incident escalation, log analysis, and multi-platform troubleshooting (Windows, macOS, iOS, Android). Experienced in authentication/MFA support and platform debugging using AWS CloudWatch, S3 logs, New Relic, and ClickHouse/Metabase. Improves workflows through SOPs, documentation, and training to reduce repeat incidents and enhance user experience.

TECHNICAL SKILLS

Troubleshooting/Support: Windows, macOS, iOS, Android, MFA, Wi-Fi/Network, Device Diagnostics.

Systems/Tools: AWS CloudWatch, S3, New Relic, ClickHouse, Metabase, DataVisor, Jira.

IAM/Security: Credential resets, Device Binding, VPN/Proxy analysis, IP reputation.

Mobile: Smart Switch, iCloud, Data backup/restore.

PROFESSIONAL EXPERIENCE

TECH SUPPORT MANAGER MyBambu West Palm Beach, FL January 2025 – Present

Diagnose and resolve authentication, device registration, MFA/OTP, API, and vendor integration issues using AWS CloudWatch, S3 logs, New Relic, and ClickHouse/Metabase.

Manage identity & access controls including credential resets, device binding, VPN/proxy restrictions, IP reputation checks, and KYC verification workflows (Trulioo/Veriff).

Oversee and support a bilingual Technical Support team operating across day, night, and weekend shifts — building on leadership responsibilities first developed as Supervisor and elevated in scope as Manager.

Partner with Engineering, DevOps, Fraud, and QA to validate fixes, test releases, triage outages, and escalate defects with complete reproduction steps and log evidence.

Improve platform reliability by identifying root causes across cloud services, middleware, vendor integrations (AstraPay, TabaPay, Uniteller, Spectrum GPS), and network paths.

Strengthen account security by tuning DataVisor rules (velocity anomalies, device fingerprint mismatches, geo/IP variance), reducing unauthorized access.

Develop and maintain technical documentation and runbooks to standardize troubleshooting workflows, escalation paths, and IAM procedures.

Reduce repeat-incident rate by ~40% through workflow optimization, SOP implementation, and enhanced technical training.

TECH SUPPORT SUPERVISOR MyBambu West Palm Beach, FL May 2024 – January 2025

Supervised daily support operations, managing bilingual analysts across rotating shifts and ensuring consistent case handling standards.

Coached analysts, reviewed escalations, and reinforced accurate troubleshooting for device, login, and API-related issues.

Supported training and workflow alignment, later expanded further in Manager role.

TECH SUPPORT ANALYST MyBambu West Palm Beach, FL March 2024 – May 2024

Provided frontline support, reviewed logs, validated device/IP/VPN issues, and escalated systemic defects with complete reproduction evidence.

TECH SUPPORT SPECIALIST Geek Squad – Best Buy Boynton Beach, FL May 2023 – May 2024

Delivered in-person technical support for Windows, macOS, iOS, Android, and consumer electronics; resolved hardware/software, connectivity, and account access issues for 30–60+ users per shift.

Performed diagnostics, malware removal, OS reinstalls, imaging/configuration, and data backup/restore.

Created accurate service tickets, documented troubleshooting steps, and maintained detailed case records.

Educated customers on device security, account recovery, and preventive best practices.

Escalated complex issues to senior agents and repair teams as needed.

Maintained 95%+ customer satisfaction, produced thousands of accurate intake tickets, and increased first-contact resolution by 20% through improved triage documentation.

PRODUCT SPECIALIST / MOBILE & DEVICE ADVISOR Apple + Samsung Florida 2022–2023

Provided front-line technical support for iOS, macOS & Android devices, assisting with account recovery, activation, configuration, and performance troubleshooting.

Diagnosed and resolved issues related to connectivity, storage, battery/thermal behavior & OS instability.

Supported data migration via iCloud, Smart Switch & cloud services; documented cases and escalated when needed.

Maintained strong resolution outcomes, including 90%+ first-contact resolution while improving user satisfaction.

EDUCATION

Bachelor of Science in Computer Science Palm Beach State College 2026

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