Lloyd Assan
Philadelphia
Summary
Results-driven technical support professional with strong focus on team collaboration and flexibility in dynamic environments. Skilled in troubleshooting, problem-solving, and customer service, ensuring reliable and effective solutions. Valued for adaptability, clear communication, and commitment to achieving high standards in every task.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Professional
Gold Coast Logistics LLC
Remote
05.2025 - Current
- Resolve technical issues for customers, ensuring high satisfaction and prompt service delivery.
- Provide troubleshooting support across various software and hardware platforms, enhancing user experience.
- Documente support processes and solutions in a knowledge base for future reference and training purposes.
- Collaborate with cross-functional teams to implement system improvements, optimizing workflow efficiency.
Cybersecurity Activity Specialist
Amazon Web Services (AWS)
Herndon, VA
12.2023 - 05.2025
- Investigated, triaged, and resolved security and abuse incidents using SQL (MySQL) and AWS services.
- Performed root cause analysis and documented mitigation steps to prevent recurrence.
- Managed incident lifecycles using Jira with SLA-based prioritization.
- Partnered with engineering teams to translate operational issues into technical solutions.
- Identified trends in malicious behavior and delivered actionable insights.
- Supported automation initiatives through testing and validation.
Software Development Engineer
Amazon Web Services (AWS)
Cupertino, CA
07.2022 - 12.2023
- Supported AWS DDoS Response Team by diagnosing performance and availability issues.
- Built, tested, and debugged services using Python and Java.
- Participated in Agile ceremonies and SDLC activities.
- Developed and maintained APIs.
- Created technical and functional documentation.
- Leveraged AWS services for data retrieval and validation.
Web Product Specialist
Oxfam America
Boston, MA
02.2020 - 05.2022
- Provided technical support for web platforms and digital products.
- Gathered and documented functional and technical requirements.
- Managed backlogs and issue tracking using Jira and Trello.
- Supported testing, deployment validation, and release support.
- Ensured accessibility and data governance compliance.
- Performed A/B testing & audience targeting for different projects to ensure appropriate fits.
Full-Stack Developer
Resilient Coders
Boston, MA
09.2019 - 02.2020
- Diagnosed and resolved application issues across full-stack environments.
- Built applications using JavaScript, React, Node.js, and SQL.
- Designed and validated data models.
- Documented application workflows.
- Collaborated in Agile team environments.
Finance Management Technician (36B)
United States Army
Queens, NY
05.2014 - 05.2019
- Provided operational and technical support for military financial systems.
- Resolved pay discrepancies and system issues under strict deadlines.
- Produced detailed reports for audits and leadership review.
- Led and trained a 15-member platoon.
- Recognized for leadership and reliability.
Education
Bachelor of Science - Business Administration, Management Information Systems
Southern New Hampshire University
Manchester, NH11-2025
Skills
- Technical Support & Operations: Incident Management, Troubleshooting, Root Cause Analysis, Issue Resolution, SLA Support, Escalation Handling, System Monitoring
- Platforms & Tools: AWS, Jira, Confluence, Salesforce, Power BI, Microsoft Office Suite
- Data & Analysis: SQL (MySQL), Data Validation, KPI & Operational Reporting
- Development & Systems: Python, Java, JavaScript, APIs, HTML/CSS
- Methodologies: Agile, Scrum, SDLC, UAT, Waterfall
- Professional Strengths: Technical Documentation, Customer Support, Cross-functional Collaboration, Clear Communication
Certification
- CompTIA Security+ (In Progress)
- Project Management Fundamentals
POWER BI & REPORTING EXPERIENCE
- Designed and maintained Power BI dashboards tracking operational KPIs.
- Built SQL-based data models using AWS-sourced datasets.
- Developed DAX measures to support performance metrics.
- Delivered executive-ready reports supporting decision-making.
Timeline
Technical Support Professional
Gold Coast Logistics LLC
05.2025 - Current
Cybersecurity Activity Specialist
Amazon Web Services (AWS)
12.2023 - 05.2025
Software Development Engineer
Amazon Web Services (AWS)
07.2022 - 12.2023
Web Product Specialist
Oxfam America
02.2020 - 05.2022
Full-Stack Developer
Resilient Coders
09.2019 - 02.2020
Finance Management Technician (36B)
United States Army
05.2014 - 05.2019
Bachelor of Science - Business Administration, Management Information Systems
Southern New Hampshire University