Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ernesto Mass

Buckeye,AZ

Summary

Experienced IT professional specializing in cloud computing (AWS) and advanced technical support, with a proven ability to troubleshoot complex issues across diverse operating systems (Windows, Linux, Ubuntu). Expertise in security protocols, remote desktop support, and system configuration ensures optimal performance and security. Demonstrated success in collaborating with teams to resolve critical incidents, enhance operational efficiency, and drive customer satisfaction. Passionate about continuous learning and staying current with emerging technologies.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Support Associate II

AWS Services
Virtual, AZ
12.2019 - 05.2024
  • Provided comprehensive technical support to Amazon Corporate employees, both in-person and remotely
  • Troubleshot and resolved technical issues related to hardware, software, and network connectivity
  • Executed change management tasks and performed routine technical SOPs
  • Identified and implemented innovative process improvements
  • Acquired and maintained current knowledge of relevant IT policies for accurate solutions
  • Provided escalation support for complex troubleshooting beyond front-line support
  • Managed ticket queue and executed ticket auditing to ensure high-quality support
  • Assisted with technical projects, ensuring timely completion and adherence to deadlines.

IT Support Associate II / Trainer

Amazon Dev Center
Virtual, AZ
03.2020 - 01.2021
  • Delivered comprehensive onboarding and continuing education training for IT engineers
  • Developed and validated training materials to ensure accuracy and relevance
  • Mentored new IT engineers and trainers, fostering a culture of continuous learning
  • Maintained subject matter expertise on all IT Services processes.

IT Support Engineer

Amazon Fulfillment Center
Goodyear, AZ
10.2017 - 12.2019
  • Installed, configured, tested, maintained, and upgraded computer systems and network equipment
  • Deployed new PCs and laptops for users with OS installation and configuration of required applications and software
  • Assisted in the design, implementation, and management of LANs, WANs, and Wi-Fi networks
  • Developed and implemented IT policies, procedures, and standards for the organization
  • Managed the full life-cycle of information technology projects from scheduling to final reporting.

Education

Bachelor of Science (B.S.) - IT Systems and Cybersecurity Management

Grand Canyon University
01.2026

Associate in Science (A.S.) - IT and Power System Security

Estrella Mountain Community College
08.2017

Associate in Science (A.S.) - Linux System Administrations

Estrella Mountain Community College
08.2017

Skills

  • Security Protocols
  • Cloud Computing
  • Remote Desktop Support
  • Operating Systems
  • Advanced Troubleshooting
  • Shell Scripting
  • Training and Mentoring
  • Communication and Collaboration
  • Advanced troubleshooting
  • Operating System Support
  • Incident Management
  • Online Chat Support

Certification

Certificate of Completion IT Security Associates

Timeline

IT Support Associate II / Trainer

Amazon Dev Center
03.2020 - 01.2021

IT Support Associate II

AWS Services
12.2019 - 05.2024

IT Support Engineer

Amazon Fulfillment Center
10.2017 - 12.2019

Bachelor of Science (B.S.) - IT Systems and Cybersecurity Management

Grand Canyon University

Associate in Science (A.S.) - IT and Power System Security

Estrella Mountain Community College

Associate in Science (A.S.) - Linux System Administrations

Estrella Mountain Community College

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