// resume

Jocelyn Teixeira

Senior Technical Support Engineer

Davenport, FL · 508-542-3054 · hire@jocelynteixeira.com · LinkedIn · GitLab
Jocelyn Teixeira

Skills

OAuth 2.0 REST APIs IAM AWS S3 CloudFront CloudFormation CloudWatch Bash Linux CLI PowerShell SQL Postman Active Directory Datto RMM Autotask ServiceNow Zendesk JSON / HTTP GitLab

Versatile Technical Professional with 3+ years supporting enterprise SaaS platforms and complex data environments. Expert in OAuth troubleshooting, REST API diagnostics, and IAM. Pursuing a B.A.S. in Cloud Computing (3.6 GPA) and pivoting into cloud engineering — with a live AWS portfolio to prove it.

Experience ▼
Kaseya
Senior Technical Support Engineer · Full-time
01/2024 – Present
Orlando, FL
  • Delivered Tier 1/2 support for enterprise SaaS platform, resolving complex configuration and API integration issues for MSP clients.
  • Maintained 100% CSAT quarter-over-quarter through accurate technical troubleshooting and timely case resolution.
  • Diagnosed and resolved OAuth authentication failures (401/403) and credential misconfiguration errors across Datto RMM, BCDR, and Autotask integrations.
  • Owned support cases end-to-end, minimizing cross-team escalations and reducing resolution time.
  • Troubleshot API integrations by analyzing HTTP requests/responses, authentication tokens, JSON payloads, and error codes to identify root causes.
Holiday Inn Club Vacations
Help Desk Analyst · Full-time
03/2022 – 11/2023
Orlando, FL
  • Maintained 95% customer satisfaction rating while supporting enterprise end users across multiple business units.
  • Managed Active Directory accounts including password resets, account unlocks, group membership changes, and OU management.
  • Processed and resolved 400+ tasks per month with a 100% completion rate across a high-volume IT support environment.
  • Executed user offboarding workflows in ServiceNow, including application deprovisioning, permission removal, and account deactivation.
  • Provisioned and revoked application access enforcing least-privilege principles during onboarding and offboarding.
Education ▼
B.A.S. in Computing Technology & Cloud Computing
Valencia College · Orlando, FL
GPA 3.6
01/2024 – 05/2027
A.S. in Computer and Information Sciences
Valencia College · Orlando, FL
GPA 3.80
08/2020 – 05/2023
Projects ▼
AWS Resume Site
Static resume website deployed on AWS using S3 + CloudFront with Origin Access Control (OAC), ACM certificate, custom domain, and full CloudFormation IaC. Automated via Bash deploy script. Direct S3 access returns 403 — CloudFront is the only authorized origin.
S3 CloudFront CloudFormation OAC ACM Bash Cloudflare DNS

→ gitlab.com/jocelyn.l.teixeira-group/resume-site