IT Support Engineer (Software Development), Amazon
Jan, 2023 - Present
Invited to join an internal software development team at Amazon building tools for IT support operations.
Innovatively created and deployed a user script that integrates IT support associates' schedules with their main support application by triggering automated reminders for breaks, meetings, and other critical schedule elements, leading to an improvement in schedule adherence from less than 80% to over 90% on a monthly average for Amazon's corporate IT.
Devised an API that offers a detailed directory of Amazon's physical IT support locations, coupled with a front-end component built with React that allows engineers to tag specific locations on support tickets, streamlining the processing of on-site support requests
Spearheaded the front-end design and execution of a project aiming to integrate ticket access and modification within Amazon's internal ticketing system into the primary support application used by service desk associates. This eliminated the need for approximately 150 thousand exits from the application during support interactions monthly. Conceptualized the user interface with Figma and actualized the feature using React.