Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Alignment with Clio Values
Timeline
Generic

Gary Carroll

Ireland

Summary

Senior IT Support and Cloud Operations professional with 6+ years of experience delivering technical support, identity and access management, SaaS administration, onboarding support, and incident resolution within large-scale technology environments. Currently a Cloud Support Engineer at Amazon Web Services (AWS), providing world-class support for enterprise customers and specialising in Amazon S3, AWS Snowball and data AWS IAM. Experienced supporting end users across Windows, macOS, iOS and cloud platforms while managing tickets through to resolution. Strong background in troubleshooting, process improvement, technical documentation, automation, and cross-functional collaboration. Passionate about delivering exceptional employee experiences and enabling teams with the right tools, access and support to be successful.

Overview

10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Cloud Support Engineer

Amazon Web Services
2022.04 - 2026.06
  • Manage technical support cases from submission through resolution, ensuring timely communication and customer satisfaction.
  • Troubleshoot authentication, access, permissions, networking, operating system and application issues.
  • Support identity and access management solutions, including user permissions, role-based access controls and security best practices.
  • Create and maintain technical documentation, troubleshooting guides and knowledge articles.
  • Collaborate with global engineering, operations and product teams to resolve complex technical issues.
  • Mentor new team members and support onboarding activities through training and knowledge sharing.
  • Analyse support trends and identify opportunities to automate repetitive tasks and improve operational efficiency.
  • Support a wide range of SaaS platforms and cloud technologies used by enterprise customers.

Cloud Support Associate

Amazon Web Services
2020.06 - 2022.04
  • Provided technical support for AWS services while developing deep troubleshooting and customer communication skills.
  • Resolved customer issues across cloud infrastructure, networking, storage, security, and access management domains.

IT System Administrator Intern

Cental Engineering Ltd.
2016.03 - 2016.09
  • Supported enterprise IT infrastructure, networking, and end-user systems.
  • Assisted with Microsoft server environments, LAN/WAN administration, VPN troubleshooting, and security configurations.
  • Participated in hardware deployment, CCTV implementation, and network troubleshooting projects.
  • Worked with Dell SonicWall networking technologies and VLAN configuration.

Education

Higher Certificate in Computing - Computing

South East Technological University
2015.09 - 2018.05

Skills

  • AWS

  • Cloud Architecture

  • IT Support

  • Incident Management

  • Ticket Resolution

  • End User Support

  • MacOS

  • Windows

  • IOS

  • Google Workspace

  • Slack

  • Confluence

  • Microsoft Office

  • Adobe

  • Salesforce

  • GitHub

  • 1Password

  • Identity & Access Management

  • Okta Administration

  • SaaS Support

  • Asset Management

  • Hardware Lifecycle Management

  • Vendor Coordination

  • Documentation

  • Process Improvement

  • Technical Training

  • Root Cause Analysis

  • Automation Mindset

Certification

  • MongoDB Certification (2026)
  • Portable Appliance Testing (2021).
  • Python Development
  • Bash Scripting.

Accomplishments

  • Led analysis of 1,000+ AWS support cases to identify recurring root causes and reduce troubleshooting time by 20–25%.
  • Improved Snowball customer communications, contributing to a 30% reduction in update-related support cases.
  • Modernised internal tooling documentation and training materials, reducing onboarding effort for support engineers.

Alignment with Clio Values

  • Customer Success Comes First: Extensive experience supporting customers and resolving issues with empathy and ownership.
  • Thrive as One Team: Proven collaboration across global engineering and operations teams.
  • Get Better Every Day: Continuous learning through certifications, mentoring, and process improvement.
  • Draw the Owl: Demonstrated ability to solve ambiguous technical problems independently.
  • Win and Help Win: Regularly share knowledge, mentor peers, and improve team capability.

Timeline

Cloud Support Engineer

Amazon Web Services
2022.04 - 2026.06

Cloud Support Associate

Amazon Web Services
2020.06 - 2022.04

IT System Administrator Intern

Cental Engineering Ltd.
2016.03 - 2016.09

Higher Certificate in Computing - Computing

South East Technological University
2015.09 - 2018.05

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Gary Carroll