Support Engineering
at Scale.

Terraform Enterprise infrastructure support, observability, and incident response.

• Resolved complex Terraform Enterprise issues across AWS, Azure, and GCP.
• Troubleshot PostgreSQL, Redis, S3 backends, TLS certificates, and private networking.
• Led observability initiatives and authored Datadog and Grafana dashboard guidance.
• Built AI-assisted incident tooling and produced runbooks and RCA documentation.

Technical escalation support for AWS container platforms and enterprise workloads.

• Managed high-severity EKS escalations and deep technical investigations.
• Advised enterprise customers on EKS, ECS, Fargate, IAM, VPC, and observability tooling.
• Maintained SLA targets for business-critical incidents.
• Participated in on-call rotations for container platform support.

Enterprise cloud support focused on Kubernetes and container services.

• Supported enterprise, business, and developer customers across global regions.
• Performed troubleshooting for EKS and ECS in live customer environments.
• Delivered architecture guidance and AWS best practices.
• Completed role transition and technical training with KPI-aligned performance.

Delivered full-stack client products and AI automation systems.

• Delivered 20+ production applications using Next.js, TypeScript, and React.
• Built e-commerce systems with Stripe and PayPal integrations.
• Integrated AI workflows with OpenAI API and Ollama-hosted models.
• Maintained 19 active projects while working full-time.

Shorter-term support, administration, and operations roles across higher education, nonprofit, retail IT, and government—consolidated into a single timeline entry.

• Product Support Officer (Dept. of Justice & Community Safety, Aug 2021 – Jan 2022): Logged incidents and service requests; coordinated between customer needs and vendors; analyzed and resolved application, software, and hardware issues; participated in 24/7 after-hours support for business-critical systems.
• Service Desk Analyst (Officeworks, Jan 2021 – Jul 2021): First point of contact for IT support across the store network; logged and prioritized incidents; troubleshot hardware and software issues; escalated complex cases and monitored resolution to minimize business impact.
• Gap year (2020): Completed final degree requirements during the COVID-19 pandemic.
• Salesforce & Website Administrator (Summer Foundation, Jan 2019 – Dec 2019): Administered and maintained Salesforce Cloud and The Housing Hub platform; implemented complex workflow logic and APIs; provided technical support to 24 remote-working individuals across Australia for Mac OS, iOS, and app support.
• Examinations Officer (RMIT University, Sep 2017 – Dec 2018): Coordinated digitally lodged theses and projects; maintained administrative processes aligned with university policy; monitored examination workflow; provided advisory services on higher degree administration.