Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Brittany Rynearson

Monticello,KY

Summary

Resourceful Technical Customer Support Specialist known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, technical communication, and issue resolution management. Excel in problem-solving, adaptability, and empathy, ensuring customer satisfaction and support success.

Overview

3
3
years of professional experience

Work History

TECHNICAL CUSTOMER SUPPORT SPECIALIST (TCSS)

Amazon Web Services (AWS)
07.2024 - Current
  • Technical Customer Support Specialist (Promoted from Technical Customer Support Associate) Demonstrated excellence in technical support and customer success within AWS environment Technical Expertise & Problem Resolution:
  • Lead complex troubleshooting initiatives for AWS services including EC2, S3, RDS, and related platforms
  • Drive systematic problem analysis and resolution across the AWS ecosystem
  • Implement technical solutions with elevated decision-making authority
  • Identify and resolve potential product defects through collaboration with senior engineers
  • Maintain exceptional customer satisfaction metrics through proactive support
  • Leadership & Knowledge Management:
  • Create and deliver comprehensive training programs for new hires and AWS Builders
  • Mentor team members through structured developmental programs
  • Spearhead knowledge-sharing initiatives and technical documentation improvements
  • Facilitate cross-functional communication between customers, engineering teams, and leadership
  • Process Improvement & Quality Assurance:
  • Execute proactive system health checks and systematic issue tracking
  • Develop and implement innovative solutions for complex customer challenges
  • Contribute to product enhancement through detailed technical documentation
  • Maintain seamless escalation processes and communication channels This promotion recognizes demonstrated technical expertise, leadership capabilities, and consistent delivery of superior customer outcomes in a fast-paced AWS environment

TECHNICAL CUSTOMER SUPPORT ASSOCIATE (EDUCATE/ACADEMY)

Amazon Web Services (AWS)
04.2022 - 07.2024
  • As an Technical Customer Support Associate specializing in Education programs, I help field customer contacts from students and educators, interface with AWS Education programs, and represent AWS as I interact directly with our customers to resolve support issues
  • I am a Cloud Computing evangelist in the leading edge of this growing industry
  • My responsibilities include, but not limited to, the following:
  • Providing prompt, efficient, detailed, customer-oriented service to AWS customers
  • Working with other customer support teams to ensure a consistent and high-quality level of support
  • Being a voice and advocate for our customers when something doesn't feel right
  • Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
  • Acting as an advocate for our customer, reporting and acting on observed areas for improvement
  • Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
  • Assisting with customer communication during AWS critical launches and support events
  • Assuming responsibility for developing detailed knowledge about specific product lines and features
  • Making sure internal knowledge reference pages are updated
  • Skills relating to the field:
  • 3+ years of technical experience working with computer systems and technology components
  • 10+ years of experience in Contact Center and/or customer facing roles in a fast-paced environment
  • Exceptional knowledge in multiple technology domain areas (e.g., cloud computing, internet, network, software, systems)
  • Exceptional computer literacy with experience using Windows/MS Office (i.e., Outlook, Excel)

Education

BS - COMPUTER SCIENCE

City University of Seattle
Seattle, WA
07-2029

DIPLOMA -

Roseburg High School
Roseburg, OR

Skills

  • Python
  • Java
  • AWS
  • Ticketing system experience
  • Security protocols
  • Empathy and patience
  • Incident management
  • Remote support
  • Service support
  • Verbal and written communication
  • User support
  • Issue troubleshooting
  • Decision-making
  • Product knowledge
  • Ticket management
  • Customer service expert
  • Microsoft outlook
  • Windows 10
  • System administration
  • Customer success management
  • Account management
  • Incident tracking
  • Product training
  • Analytical thinking
  • Technical issues analysis
  • Technical support
  • Technical troubleshooting
  • Customer service

References

References available upon request.

Timeline

TECHNICAL CUSTOMER SUPPORT SPECIALIST (TCSS)

Amazon Web Services (AWS)
07.2024 - Current

TECHNICAL CUSTOMER SUPPORT ASSOCIATE (EDUCATE/ACADEMY)

Amazon Web Services (AWS)
04.2022 - 07.2024

BS - COMPUTER SCIENCE

City University of Seattle

DIPLOMA -

Roseburg High School

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Brittany Rynearson