Cloud Solutions Architect and Cloud Support Leader

Jimmie Young

Grand Prairie, TX +1-254-***-**** ************@*****.***

Cloud Support Engineer

Dynamic Leader with 15+ Years of Expertise in Cloud Computing, IT Support, and Solutions Architecture. Experienced Cloud Engineer with deep expertise in Amazon Web Services, DevOps, infrastructure-as-code, containerization, and technical troubleshooting. Proven track record of planning, coordinating, and executing successful networking and technical support initiatives producing more than $200k in organizational savings. Collaborative team leader focused on building effective teams, increasing productivity, and improving outcomes. CORE COMPETENCIES

Computer Networking, Solutions Architecture, Cloud Computing, Linux & Windows, Computer Hardware, Cross- functional Leadership, KPI Tracking & Performance, IT Support, Amazon Web Services, DevOps, Infrastructure-as- Code, Vendor Management, Cost Optimization, Troubleshooting, CI/CD Pipelines PROFESSIONAL EXPERIENCE

Cloud Support Engineer Atlantic BT Raleigh, NC July 2022 - March 2026

- Managed a portfolio of 30 clients ranging from small businesses to large enterprises, serving as the primary cloud engineering point of contact for ongoing infrastructure support and strategic cloud initiatives.

- Led data migration projects and architected CI/CD pipelines, delivering end-to-end DevOps solutions including infrastructure-as-code, containerization, and automated deployment workflows across client environments.

- Participated in on-call rotation for critical outage response, diagnosing and resolving production incidents across a diverse client base to minimize downtime and maintain SLA commitments. Lead, IT Help Desk Pier 1 Imports Fort Worth, TX 2017 - 2020

- Led a team of 15 IT analysts in supporting over 1,000 stores, 10 regional division offices, 6 distribution centers, and corporate headquarters, reducing the department budget by 40% and saving the company an estimated

$200k.

- Handled interviewing and hiring of new staff and developed a training program that reduced onboarding time by over 50% (from 1 month to 2 weeks) while maintaining 80% employee retention.

- Monitored team performance, ensuring 90% met or exceeded monthly KPIs; submitted daily and weekly reports to the Director of Technology and managed cross-departmental relationships.

- Oversaw vendor agreements, restructuring contracts and switching vendors to produce approximately $200k in annual savings while maintaining 98% customer satisfaction ratings. IT Help Desk Level II Analyst Pier 1 Imports Fort Worth, TX 2014 - 2017

- Managed performance patches and updates for a portfolio of over 1,500 Linux-based sales floor devices following the Continuous Integration and Delivery model, meeting 99% of established SLAs for uptime and performance.

- Collaborated with the Network Operations Team to provide ongoing training and developed approximately 4 Knowledge Base Articles weekly, resulting in 20% fewer escalations for network-related issues.

- Developed and implemented an automated networking procedure, reducing printer installation call length from 30 minutes to 8 minutes on average, saving approximately $10k annually.

- Reduced ticket escalations to outside vendors by 25% by improving internal technical support capabilities, saving approximately $2.5k per month.

IT Help Desk Analyst Pier 1 Imports Fort Worth, TX 2010 - 2014

- Handled IT support via calls, emails, and voicemails, managing approximately 8 requests daily and resolving 95% on first contact and 99% within 48 hours while maintaining 98% customer satisfaction.

- Completed 8 company-wide projects involving all stores and distribution centers (1,000+ locations) to update and maintain in-store equipment and software, delivered on time and under budget. Level II Technical Support Specialist GWA Innovative Technology Fort Worth, TX 2008 - 2010

- Served as the final escalation point, handling an average of 40 calls per day with a 97% customer satisfaction rating and completing approximately 5 hardware repairs and replacements daily.

- Trained new hires, of whom 70% maintained above-average KPIs, and provided weekly reporting on hardware repair status, meeting SLAs in over 95% of cases.

Technical Support Specialist GWA Innovative Technology Fort Worth, TX 2007 - 2008

- Provided technical support via email, call, and chat for over 10,000 remote users, handling 40+ support requests daily, resolving 95% on first contact, and exceeding 99.5% of all organizational KPIs. TECHNICAL SKILLS

Productivity & Project Tools: Microsoft Office Suite, Python, Bash, PowerShell, Cisco IOS, TCP/IP, VPN, Linux, SSH, VMware, Active Directory, Microsoft Exchange, Citrix, SQL, Docker, Red Hat Enterprise Linux Cloud Technologies: AWS CloudFormation, AWS IAM, AWS S3, AWS EC2, AWS CloudWatch, AWS Lambda, AWS SDK

EDUCATION

Bachelor of Applied Arts and Sciences - Midwestern State University Associate of Applied Science, Computer Networking and Systems Administration - Texas State Technical College CERTIFICATIONS

- AWS Developer Associate (Expired - renewal in progress)

- AWS SysOps Administrator Associate (Expired - renewal in progress)

- AWS Solutions Architect Associate (Expired - renewal in progress)

- AWS Security Specialty (Expired - renewal in progress)

- CompTIA A+

- CompTIA Network+

- CompTIA Server+

- CompTIA I-Net+

- CompTIA Linux+

LANGUAGES

English (Fluent), Spanish (Fluent)

Contact this candidate