Gregory C.
IT Support Engineer @Amazon Web Services (AWS)
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WORK HISTORY
IT Support Engineer @Amazon Web Services (AWS)
Paris, FR
Technical Support & Infrastructure Management- Provided multi-channel technical support (phone, email, tickets) to global corporate IT and AV infrastructure users, ensuring 100% service availability and minimizing downtime across multiple sites- Managed complex troubleshooting of corporate infrastructure issues, reproducing problems and coordinating with engineering teams through detailed technical documentation and root cause analysis- Developed and maintained knowledge base articles documenting technical solutions, deployment procedures, and infrastructure best practices for internal and external stakeholders- Built comprehensive internal documentation ensuring consistency and enabling faster resolution pathways for team members across multiple locationsTeam Leadership & Customer Relationship Management- Coordinated multi-site technical teams across EMEA region, ensuring consistent service delivery and customer-obsessed approach to issue resolution- Managed relationships with key stakeholders across different functional teams and international offices- Participated in recruitment, onboarding / offboarding, and mentoring of new team members, establishing best practices for knowledge transfer.
EDUCATION
Université catholique de Louvain
Bachelor's degree, Business computing
Université catholique de Louvain
Master, Computer Science applied for Management, Information Technology
SKILLS
ABOUT GREGORY C.
Multilingual IT Support Engineer with 15+ years of experience at Amazon and Apple, specializing in multi‑channel helpdesk and technical support (phone, email, chat, ticketing) and incident management for users across EMEA. I work across Windows, macOS, Linux and iOS environments, with strong skills in Active Directory, Office 365, ServiceNow, and networking (TCP/IP, VPNs, firewalls). In my current role as IT Support Engineer at Amazon, I provide first and second level support for corporate IT and AV infrastructure, troubleshoot complex incidents end‑to‑end, and coordinate with engineering teams using detailed root cause analysis and technical documentation. I develop and maintain knowledge base articles and internal procedures to standardize fixes, reduce resolution times and improve user satisfaction. Previously at Apple, I supported enterprise and education customers on large‑scale Apple deployments, from MDM and OS integration to network and server issues, while delivering training and technical roundtables to internal teams. I enjoy working in customer‑obsessed, fast‑paced environments where I can combine clear communication, empathy and problem solving to keep systems stable and users productive. French native with fluent English (C1), based in the Paris area and open to EMEA helpdesk / IT support opportunities, including hybrid roles
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