RAPHAEL TOWERS
Atlanta
Summary
Dynamic IT Project & Infrastructure Support Engineer with a proven track record at Amazon, driving technology upgrades and system integrations. Expert in project management and stakeholder communication, achieving 95% first-contact resolution. Skilled in cloud-based platforms and infrastructure support, enhancing operational stability and efficiency across multi-site environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Project & Infrastructure Support Engineer
Amazon
Union City
04.2020 - 01.2025
- Led end-to-end delivery of technology upgrades, system integrations, and infrastructure modernization projects supporting 500+ users.
- Coordinated cross-functional teams across IT, operations, and security to ensure successful deployment of cloud-based and enterprise tools.
- Managed project scope, timelines, and risks while maintaining 95% first-contact resolution for support-driven initiatives.
- Standardized device configurations and deployment workflows, reducing rollout time by 30% and improving operational stability.
- Produced technical documentation, SOPs, and project reports aligned with audit and compliance needs.
- Conducted vulnerability assessments, applied patches, and ensured alignment with corporate IT security standards.
Project Coordinator & Infrastructure Support Analyst
Telaid Industries
Norcross
04.2017 - 03.2020
- Supported enterprise technology deployments, system migrations, and infrastructure enhancements across multi-site environments.
- Collaborated with vendors, engineering teams, and leadership to plan and execute upgrade initiatives and asset lifecycle projects.
- Managed ticket queues through ServiceNow with strong SLA compliance and communication to stakeholders.
- Created project documentation, workflows, and process improvements used for future deployments.
- Performed Tier-3 troubleshooting and root-cause analysis to ensure incident closure and system reliability.
Network & Systems Project Support Engineer
Jones Day Law Firm
Cleveland
02.2015 - 02.2017
- Supported large-scale network upgrades, application rollouts, and infrastructure changes contributing to 99% uptime.
- Assisted in integrating cloud-based security and connectivity solutions including VPN, firewall configurations, and identity management.
- Maintained asset and configuration documentation for compliance, audit readiness, and future planning.
- Partnered with cross-functional teams to deliver critical system enhancements under tight legal industry deadlines.
- Improved network reliability by 20% through proactive monitoring and coordinated issue resolution.
Education
Bachelor of Science - Network and System Administration
ITT Technical Institute
Fairlawn, OH08.2016
Skills
- Project Management
- CXOne & Salesforce Support
- Cloud & Contact Center Technologies
- Systems Integration
- API & Architecture Understanding
- IT Asset & System Lifecycle Management
- Stakeholder Communication
- Requirements Gathering
- Jira
- Confluence
- ServiceNow
- TargetProcess/Apptio
- Risk & Change Management
- Technical Documentation
- Infrastructure Support
- CRM & SaaS Deployments
- Network & System Administration
- CXOne
- Salesforce
- Cloud-Based Platforms
- CRM Tools
- Windows OS
- Linux
- Active Directory
- LAN/WAN
- VPN
- Firewalls
- Network Monitoring
- ITSM Platforms
- APIs
- Asset & Lifecycle Management Tools
Websites
Certification
Cisco Certified Network Associate (CCNA)
Timeline
IT Project & Infrastructure Support Engineer
Amazon
04.2020 - 01.2025
Project Coordinator & Infrastructure Support Analyst
Telaid Industries
04.2017 - 03.2020
Network & Systems Project Support Engineer
Jones Day Law Firm
02.2015 - 02.2017
Bachelor of Science - Network and System Administration
ITT Technical Institute