Cloud Engineer AWS Platform & Automation Expert

GAELLE PETZI TIEPMO

Cloud Engineer Application Support Specialist AWS Platform Management & Infrastructure Automation

703-***-**** ********@*******.*** Houston, TX 77578 PROFESSIONAL SUMMARY

Cloud Engineer with 12+ years of experience specializing in AWS platform management, application support, and infrastructure automation. Proven expertise in delivering incident management and advanced-level support for large-scale cloud environments. Demonstrated ability to optimize operational processes, implement automation solutions, and provide exceptional technical support across various organizational levels. Strong background in troubleshooting complex issues, root cause analysis, and preventive strategy development. PROFESSIONAL EXPERIENCE

Senior Cloud Support Engineer Hewlett Packard Enterprise Houston, TX August 2019 – December 2025

• Delivered advanced incident management and technical support for AWS platform hosting 500+ enterprise applications, achieving 99.8% uptime SLA compliance

• Served as primary point of contact for application developers through JIRA ticketing system, resolving 95% of incidents within defined SLA timeframes

• Implemented automation solutions using CloudFormation and Terraform that reduced manual deployment tasks by 70% and improved environment scalability

• Optimized operational processes across S3, EC2, VPC, EKS, and ECS services, enhancing system efficiency by 40% and reducing operational costs by 25%

• Conducted comprehensive root cause analysis for critical incidents, documenting prevention strategies that reduced recurring issues by 60%

• Trained 200+ users on self-diagnosis and troubleshooting techniques, reducing support ticket volume by 35% and expediting issue resolution

• Managed CloudWatch monitoring and alerting systems, implementing proactive monitoring that identified potential issues 85% faster than reactive approaches

• Collaborated with cross-functional teams to enhance AWS infrastructure security and compliance, maintaining 100% audit compliance rate

Cloud Infrastructure Analyst Department of Homeland Security Fairfax, VA February 2016 – August 2019

• Maintained comprehensive inventory and monitoring of 300+ cloud-based information systems, ensuring 100% compliance with federal security requirements

• Performed detailed incident investigation and resolution for cloud infrastructure issues, achieving average resolution time of 4 hours for critical incidents

• Developed and maintained documentation for cloud system configurations and troubleshooting procedures, improving team efficiency by 30%

• Collaborated with multi-disciplinary teams to implement cloud security best practices and optimize system performance across AWS environments

• Conducted regular system health assessments and performance monitoring, identifying and resolving potential issues before they impacted operations

• Supported migration initiatives for legacy systems to cloud infrastructure, ensuring seamless transitions with zero downtime

• Established incident escalation procedures and communication protocols that improved response coordination by 45%

Application Support Specialist Office Team Inc.

Fairfax, VA February 2011 – February 2016

• Provided technical support and troubleshooting for enterprise applications, maintaining 98% customer satisfaction rating across 5-year tenure

• Implemented automated monitoring solutions that proactively identified application performance issues, reducing downtime by 50%

• Developed comprehensive troubleshooting guides and knowledge base articles, enabling faster issue resolution and team knowledge transfer

• Managed incident tracking and resolution workflows, consistently meeting 95% of SLA requirements and escalation procedures

• Coordinated with development teams to identify and resolve application bugs, facilitating deployment of 200+ application updates

• Conducted user training sessions on application functionality and basic troubleshooting, reducing support ticket volume by 40%

• Established performance baseline metrics and monitoring protocols that improved application reliability and user experience

EDUCATION

Bachelor of Science in Information Systems Old Dominion University, Norfolk, VA TECHNICAL SKILLS

Cloud Platforms: AWS S3, AWS EC2, AWS VPC, AWS EKS, AWS ECS, CloudFormation, CloudWatch, AWS IAM

Container & Orchestration: Kubernetes

Infrastructure as Code: Terraform

Core Competencies: Incident Management, Application Support, Troubleshooting, Automation, Python Scripting, Linux/Unix

CERTIFICATIONS

AWS Certified Solutions Architect Professional

AWS Certified DevOps Engineer Professional

CGRC (Government Risk & Compliance) ISC2

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