3월 2023 - Present
• Reduced customer production pains with a service-level agreement (SLA) under an hour by live troubleshooting with customer interview skills and broad of domain-knowledge, resulting in the case resolved rate of 98%
• Coordinated with the Software Development Kit (SDK) team with teamwork and communication skills by researching and identifying issues for the SDK team to do bug-fixing the Embedded-C SDK, successfully communicating to AWS IoT Core from customers’ systems, keeping the customer satisfaction.
• Analyzed the customer issue of high volume traffic costs from AWS serverless architecture by adopting root cause analysis process and reviewing the solution architecture and configuration of production environment, working with a Solution Architect and billing team to assist the customer in obtaining the refunds and saving finanical losses