Entry-Level IT Specialist for Remote Roles

DR

DIVYESH RAMAN

SUMMARY

Reliable IT professional with 5+ years of Amazon experience in technical

support, monitoring, incident response, and user-facing problem resolution. Strong background in AWS infrastructure, hardware/software troubleshooting, and delivering excellent customer service — including direct support to internal Amazon teams. Proven ability to quickly learn new systems, resolve issues efficiently, and support end-users in fast- paced environments. Previously excelled in high-volume customer service roles while pursuing engineering studies.

KEY ACHIEVEMENTS

Incident Response & Monitoring: Managed 24/7 on-call rotation, consistently resolving production incidents in under 30 minutes using CloudWatch and automated alerting.

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Internal Customer Support: Assisted internal Amazon teams by troubleshooting application dependencies and integration issues when their services relied on our team's components.

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User Support & Onboarding: Rapidly onboarded to unfamiliar systems across multiple teams, delivering immediate value through dashboards, monitors, and technical guidance.

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Customer Service Excellence: Assisted hundreds of students daily with dietary/allergy information and personalized needs in a university cafeteria setting; gained management trust through flexibility and proactive problem-solving.

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EXPERIENCE

Amazon - Software Development Engineer

Seattle, WA, United States

10/2022 - 12/2025

Provided Tier-2/3 technical support through 24/7 on-call rotation, achieving resolution times under 30 minutes for production issues.

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Supported internal Amazonian customers from other teams by troubleshooting apps and resolving dependency/integration issues when their services consumed components from our team.

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**********@*****.***

Seattle, WA 98115

SKILLS

Technical Support & IT

Soft Skills

Additional

AWS (EC2, S3, RDS, Lambda,

CloudWatch, IAM), Troubleshooting &

Diagnostics, Incident Management,

Ticketing Systems, Remote Support,

Hardware/Software Configuration

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Rapid Onboarding, Problem-Solving,

Communication, Adaptability,

Customer Service, Team Coordination

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SQL Data Analysis, Python, JavaScript,

Agile/Scrum

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EDUCATION

01/2020

University of Oklahoma

Norman, OK

Bachelor of Science: Mechanical

Engineering, Electrical Engineering,

Computer Engineering

TRAINING / COURSES

AWS Certified Solutions Architect -

Associate Amazon Web Services

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Amazon - Amazon Technical Academy Participant

Oklahoma City, OK

02/2022 - 10/2022

Amazon - Fulfillment Center Warehouse Associate

Oklahoma City, OK, United States

05/2020 - 02/2022

University of Oklahoma - Food Service Worker

Norman, OK

10/2018 - 01/2020

Monitored and optimized systems processing 10+ billion events monthly using AWS CloudWatch and automated remediation.

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Developed dashboards, monitors, and API enhancements to improve support for end-users and partner teams.

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Performed data analysis on 1TB+ datasets using SQL to drive business decisions.

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Reduced infrastructure costs through right-sizing and cleanup automation.

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Completed intensive training in computer science fundamentals, networking concepts, AWS services, and troubleshooting methodologies.

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Built and deployed multiple projects using AWS EC2, S3, RDS, Lambda, and CloudFormation.

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Maintained top 5% productivity while troubleshooting equipment and operational issues on the floor.

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● Trained new associates on systems, safety, and best practices. Delivered high-volume customer service to hundreds of students daily, providing personalized guidance on allergies, dietary restrictions, and menu options.

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Developed and maintained positive relationships with customers to enhance service.

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Assisted management with daily operations, team coordination, and workflow improvements; earned trust through reliability and proactive support.

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Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.

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AWS Certified Data Analytics -

Specialty Amazon Web Services

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AWS Certified AI Practitioner Amazon

Web Services

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AWS Certified Cloud Practitioner

Amazon Web Services

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