Summary
Overview
Work History
Education
Skills
Certification
Technical Skills
Affiliations
Accomplishments
Websites
References
Timeline
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Jessica Alvarez

Jessica Alvarez

Aurora,CO

Summary

Dynamic Cloud Support Engineer Lead with a proven track record, enhancing operational effectiveness through metrics-driven strategies and cross-functional collaboration. Achieved an impressive 30% increase in ticket closure rates while fostering team morale. Expertise in cloud infrastructure management and creative problem-solving drives impactful results in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Author

Packt
11.2023 - 04.2025
  • Authored chapters, practice exams, and exam tips for AWS Cloud Practitioner Preparation Book.
  • Collaborated with co-authors and global teams to establish content creation standards.
  • Developed comprehensive practice exams to enhance reader preparedness for certification.
  • Ensured consistency in publication standards across all authored materials.

Cloud Support Engineer (Contractor)

Multiverse
09.2024 - 12.2024
  • Developed diverse learning materials for cloud platforms to address specific knowledge gaps.
  • Utilized prompt engineering techniques to design effective project plans and workflows.

Support Team Product Owner

Simple Technology Solutions
11.2023 - 09.2024
  • Implemented data-driven team strategies to enhance operational effectiveness.
  • Collaborated with stakeholders and customers to achieve OKRs and KPIs.
  • Managed incident and service requests for enterprise accounts utilizing a team of 25 engineers.
  • Led projects using Agile methodologies and Kanban boards for improved delivery.
  • Organized thousands of virtual machines across AWS and Azure, ensuring timely CrowdStrike patches.
  • Achieved 30% increase in ticket closure rate despite reduced headcount.
  • Reduced ticket escalations by 80% within three months.
  • Enhanced ticket currency status by 65% over a three-month period.

AWS Training Architect

Pluralsight
01.2021 - 11.2023
  • Developed, tested, and evaluated diverse AWS cloud solutions for practical application experience.
  • Published six comprehensive courses and numerous social media posts to enhance visibility in technology sector.
  • Collaborated with multiple teams to standardize, review, and produce engaging educational content.
  • Achieved course ratings between 93% and 98% from adult learners.

Cloud Engineer

ASM Research
11.2019 - 01.2021
  • Lead the migration effort of five engineers from hybrid, using Azure to AWS.
  • Troubleshot operational issues promptly to minimize downtime.
  • Configured cloud solutions based on customer requests to enhance service delivery.
  • Managed the on-call schedule and optimized team workflow for efficiency.

Cloud Administrator

Rackspace
05.2016 - 11.2019
  • Delivered front-line support for incident response and service request remediation.
  • Executed AWS and Azure engineering tasks for enterprise, strategic, and SMB accounts.
  • Administered Linux and Windows systems; served as SME for SSL certificates.
  • Authored documentation and developed playbooks/runbooks for operational efficiency.

Education

Bachelor of Arts - Psychology

University of Colorado Denver
Aurora, CO

Skills

  • Team leadership and development
  • Conflict resolution
  • Cross-functional collaboration
  • Metrics-driven strategy
  • Leading by example
  • Team morale building
  • Adaptability and flexibility
  • Creative problem solving
  • Multi-tasking under pressure
  • Emotional intelligence
  • Idea generation
  • Empathy and respect
  • Cloud infrastructure management
  • Incident management
  • Agile methodologies
  • Workflow optimization
  • Technical documentation

Certification

  • AWS Certified Solutions Architect Associate
  • Secret Government Clearance
  • AWS Certified SysOps Administrator
  • AWS Certified Cloud Practitioner

Technical Skills

8 years, 4 years, 8 years, 3.5 years

Affiliations

  • Music lover
  • Life Coach
  • Mental Health Advocate

Accomplishments

  • Won Cloud Hero competition for my Introduction to Amazon Polly course due to it's creativity and overall delivery. I created a character named Mick Rage that resembled Nic Cage. Each lesson has a Nic Cage movie theme.
  • Featured twice on the Training Architect List of Excellence for storytelling and creativity in my AWS Cost Optimization and Well-Architected Framework courses.
  • Engaged Racker Award for 2017 Q4 for the US to UK box.

References

References available upon request.

Timeline

Cloud Support Engineer (Contractor)

Multiverse
09.2024 - 12.2024

Author

Packt
11.2023 - 04.2025

Support Team Product Owner

Simple Technology Solutions
11.2023 - 09.2024

AWS Training Architect

Pluralsight
01.2021 - 11.2023

Cloud Engineer

ASM Research
11.2019 - 01.2021

Cloud Administrator

Rackspace
05.2016 - 11.2019

Bachelor of Arts - Psychology

University of Colorado Denver

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Jessica Alvarez