Mark T.
Cloud Support Engineer @ AWS | Windows & Cloud Solutions | Passionate About Scalable Infrastructure and Technical Excellence
- Role
- Cloud Support Engineer i at Amazon Web Services (AWS)
- Location
- Anaheim, CA, US
- LinkedIn followers
- 500 followers
About Mark T.
As a Cloud Support Engineer at Amazon Web Services, I specialize in troubleshooting and optimizing Windows-based systems and services in the cloud. I work closely with customers to ensure reliability, performance, and scalability across a wide range of AWS offerings—including EC2, WorkSpaces, Directory Services, FSx, AppStream, WorkMail, WorkDocs, CloudTrail, and CloudWatch. I thrive in fast-paced, problem-solving environments where deep technical knowledge and customer empathy come together. My current focus is on sharpening my skills in cloud infrastructure, monitoring, and automation as I build toward a future in Site Reliability Engineering. Beyond tech, I’m passionate about dance and running—two disciplines that constantly challenge me to stay balanced, focused, and in rhythm. Whether I\'m debugging a service issue or learning new choreography, I approach every challenge with curiosity, energy, and persistence. Let’s connect—especially if you\'re into cloud computing, performance engineering, or finding creative ways to balance life and tech.
Experience
Cloud Support Engineer i
Mar 2021 — Present · OR, US
Delivered Tier-2 support for AWS services, resolving infrastructure issues forenterprise clients with 98% CSAT.• Collaborated with Premium Support clients to provide advancedtroubleshooting and optimizations to customer environment design.• Acted as the Engineering Representative for the Windows PDX team in 2022,streamlining escalations and mentoring junior engineers.• Resolved 37% more support cases than target (78+ additional) in 2023,increasing support efficiency and client satisfaction.• Spearheaded the development of automated Slack workflows for the team\'sinternal channel, streamlining requests for privileged resource access,triggering email quality reviews, and enabling secure communication withengineers handling classified government data.• Partnered with a high-profile client to optimize AWS WorkSpaces usage,implementing cost-saving automation strategies that led to a 30% reduction in monthly cloud expenditures.
Education
University of California, Irvine
Bachelor of Science - BS, Computer Engineering and Philosophy
2016 — 2020
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