Joshua Auvaa

• Built and deployed a serverless resume site on AWS using S3, CloudFront, Route 53, and a custom domain.
• Implemented a visitor counter via API Gateway, Lambda (Python), and DynamoDB to track and display real-time page views.
• Automated deployments and infrastructure changes using Terraform and a GitHub Actions CI/CD pipeline.

• Audited websites and digital platforms for a global tech client, evaluating technical content and branding consistency against structured criteria.
• Produced detailed audit reports and presented recommendations; ensured high accuracy while working independently in a distributed team.

• Provided Tier 1 support for a userbase of 70,000+ across phone, chat, email, and in-person channels; resolved technical issues related to login access, VPN, email, software, and network connectivity.
• Managed 25–50 tickets per shift with 95%+ satisfaction using ServiceNow; ensured timely resolution, proper escalation, and clear documentation under high-volume conditions.
• Leveraged cloud-based tools and services to support distributed teams, troubleshooting authentication, VPN connectivity, and Microsoft 365 cloud applications

• Triaged complex technical issues and collaborated with engineers and senior computer specialists to escalate incidents and ensure timely service restoration across core university systems.
• Analyzed support trends and updated 30+ knowledge base articles, increasing self-service adoption by 20% and reducing repeat tickets.

• Conducted 20+ user interviews and usability tests, synthesizing insights into actionable prototypes that influenced stakeholder decisions.
• Increased user retention by 15%, strengthening program engagement and visibility.

Coursework: Cooperative Software Development, Product & IS Management, Client-Side Development, Databases/Data Modeling