ANNU MISHRA - Technical Customer Support Associate

Summary

Technical Customer Support Associate with 4 years of experience at Amazon Web Services, focused on cloud platform support, technical troubleshooting, and delivering high-quality customer solutions. Proficient in AWS core services (EC2, S3, IAM, CloudWatch) and experienced in resolving infrastructure and system-level issues across Linux and Windows environments. Strong communicator with a customer-centric approach, adept at incident management, RCA, and cross-team collaboration.

Overview

4

years of professional experience

Work History

Technical Customer Support Associate

Amazon Web Services (AWS)

Bangalore Karnataka

01.2021 - 04.2025

Delivered high-quality technical support to enterprise customers on AWS services, including EC2, RDS, IAM, and VPC, ensuring SLA compliance and resolution of critical issues.
Supported and debugged containerized workloads running on AWS ECS and EKS; utilized Docker CLI and Kubernetes for triage and resolution.
Collaborated with internal engineering teams to escalate and resolve product bugs, contributing to product improvement and documentation.
Created and maintained technical knowledge base articles to streamline internal processes and empower customer self-service.
Performed root cause analysis (RCA) for recurring incidents and provided detailed reports to customers and leadership
Communicated technical solutions clearly via phone, email, and chat, supporting a global customer base in English.

Education

Bachelor of Technology -

Maulana Abul Kalam Azad University of Technology

01.2020

Council for the Indian School Certificate Examinations -

Holy Child english academy

01.2016

Skills

Cloud Platforms: AWS, trying to understand regarding Azure

OS & Networking: Windows, Linux, VPN

Support Tools: AWS, Salesforce

Scripting: Bash, PowerShell (basic)

Languages

English

Proficient

C2

Hindi