Thokozani Dube
Richards Bay
Summary
Dynamic Cloud Support Engineer with a proven track record at Amazon Web Services, excelling in AWS services and infrastructure troubleshooting. Recognized for reducing resolution times and achieving high customer satisfaction. Adept at technical leadership and cross-functional collaboration, driving innovative solutions and mentoring peers in complex networking environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CLOUD SUPPORT ENGINEER I (NET)
Amazon Web Services (AWS)
Cape Town
04.2022 - Current
- Proactively engage with service teams and senior engineers to resolve Sev-1/Sev-2 customer issues, maintaining 99% SLA adherence
- Serve as Subject Matter Expert (SME) for Elastic Load Balancing, resolving 50+ critical escalations and reducing average resolution time by 30%
- Provide advanced technical support for complex AWS networking infrastructure issues, maintaining 95%+ customer satisfaction rating across 1500+ cases
- Instructed CloudWatch upskilling initiatives at local and global levels, training 20+ engineers on monitoring best practices and troubleshooting methodologies to enhance support capabilities
- Authored technical troubleshooting articles for AWS internal knowledge base, creating 2 comprehensive CloudWatch guides utilized by support engineers for improved issue resolution
- Monitored queues, triaging and routing high-severity cases to maintain SLA compliance and ensure optimal resource allocation
- Conduct technical interviews as member of recruitment team, evaluating candidates for Cloud Support Associate positions
CLOUD SUPPORT ASSOCIATE (NET)
Amazon Web Services (AWS)
Cape Town
02.2021 - 03.2022
- Delivered first-line technical support for AWS networking services, successfully resolving 1000+ customer cases with average CSAT score of 4.8/5
- Achieved 250+ five-star customer ratings by delivering effective troubleshooting and clear communication
- Participated in ELB specialized team, developing deep expertise in load balancing architectures and troubleshooting methodologies
- Coordinated with global support teams across multiple time zones to maintain 24/7 service availability
- Presented complex technical concepts in knowledge sharing sessions to enhance understanding among peer engineers
- Rapidly achieved proficiency in CloudWatch, VPC, Route 53, ELB, Application Insight, Eventbrige, VPC Lattice, AWS AutoScaling, and Global Accelerator services
ELECTRICAL ENGINEERING INTERN
PFK Electronics (Pty) Ltd
Richards Bay
01.2019 - 12.2020
- Designed and prototyped GSM-based Home Security System (capstone project), earning 6-month contract extension based on innovation and technical merit
- Troubleshot and analyzed faults in vehicle security systems, identifying root causes and implementing corrective actions to enhance system reliability
- Installed, commissioned, and tested electronic security systems, ensuring operational readiness and compliance with specifications
- Authored technical reports with actionable recommendations for fault prevention, reducing recurring issues by 15%
- Developed proficiency in systems testing, quality assurance, and technical documentation
Education
National Diploma - Computer Systems Engineering
Durban University of Technology
02.2020
Matriculation -
Hlamvana Senior Secondary School
Esikhawini12.2015
Skills
- AWS Services
- VPC
- Route 53
- ELB
- Global Accelerator
- VPC-Lattice
- CloudFront
- CloudWatch
- EventBridge
- Auto Scaling
- User Notifications
- Amazon S3
- IAM
- Troubleshooting infrastructure
- High availability
- Performance tuning
- Linux Administration
- Shell Scripting
- AWS CLI
- Networking
- LAN/WAN
- WireShark
- Programming
- C
- HTML
- CSS
- Python
- Amazon Bedrock
- Amazon Q Developer
- GenAI Applications
- Leadership skills
- Relationship management
- Training and mentoring
- Documentation skills
- Critical Thinking
- Collaboration skills
- Incident response
Certification
- AWS Certified AI Practitioner, 08/01/25
- AWS Certified Solutions Architect – Associate, 05/01/21 (Expired 05/01/24)
- Elastic Load Balancing (ELB) Subject Matter Expert, 12/01/25
- Python (Basic) Certificate, 09/01/20
Accomplishments
- Resolved 2500+ customer cases with 250+ five-star ratings as AWS Premium Support Engineer
- Subject Matter Expert (SME) accreditation in Elastic Load Balancing (12/01/25)
- Most Valuable Player Award (03/01/23) - recognized for exceptional customer impact
- Led CloudWatch training initiatives - delivered upskilling programs at local and global levels
- Authored 2 technical articles for AWS internal troubleshooting knowledge base
- Resolved 50+ ELB escalations as specialist team member
- Conducted technical interviews for Cloud Support Associate recruitment
References
- Adonis Ivo, Operations Manager NET (Ops), Amazon Web Services, 072 240 9206
- Faith Myeni, Supervisor, PFK Electronics, faithM@gmail.com, 072 261 8579
- Nokuphila Dube, Transnet School of Excellence, nokuphila.dube@gmail.com, 072 180 2856
Timeline
CLOUD SUPPORT ENGINEER I (NET)
Amazon Web Services (AWS)
04.2022 - Current
CLOUD SUPPORT ASSOCIATE (NET)
Amazon Web Services (AWS)
02.2021 - 03.2022
ELECTRICAL ENGINEERING INTERN
PFK Electronics (Pty) Ltd
01.2019 - 12.2020
National Diploma - Computer Systems Engineering
Durban University of Technology
Matriculation -
Hlamvana Senior Secondary School