Lazare Herzi

he/him

• Own frontline incident/request queue via Intercom; troubleshoot account access, billing, and product-usage issues and guide users to resolution with clear next steps.
• Sustain <1 minute first-response times across 60–200+ chats/day while maintaining 96% CSAT through fast triage and clear communication.
• Write high-signal escalations (impact, reproduction steps, logs/screenshots) and partner with engineering to restore service quickly and prevent recurrences.
• Maintain Confluence knowledge base and runbooks; improve first-contact resolution and speed onboarding for new team members.

• Provided hands-on support for iOS/Android devices (setup, migrations, account syncing, OS/app conflicts, connectivity) and peripherals.
• Maintained 94% CSAT in a walk-up environment requiring rapid diagnosis, empathy, and reliable follow-through.
• Supported secure device handoffs and basic inventory hygiene (tracking accessories, swaps, repairs) to keep customers operational.

• Maintained and provisioned a fleet of iPads and workflow apps used for intake/operations; handled setup and troubleshooting under time pressure.
• Supported credentialing/access workflows in a compliance-sensitive environment; reinforced device/login hygiene and reliable operations.

I wanted to be scrappy and make a desktop-as-a-service running windows and linux. Since I’m playing with an AWS free tier account I couldn’t just use workspaces for an easy win, so I created a VPC with two private subnets and one public one, routed them to each other properly, and ran an EC2 instance. I had to troubleshoot A LOT with AWS Systems Manager because I was much more used to working with SSH but wanted to have a modern cloud security posture.

I started with a static S3 site generated with Hugo, integrated it with Route 53 and Cloudfront, and created a CI/CD pipeline via Github Actions so the website update is completely automatic. I then upgraded from tokens to OIDC to minimize security risks.

Architected a unified endpoint management (UEM) environment utilizing a Microsoft Intune and Entra ID trial to establish centralized identity and access controls. Successfully enrolled and provisioned a diverse, cross-platform fleet—including custom Windows PCs, macOS, iOS, and Android devices—demonstrating practical expertise in multi-OS configuration, compliance policies, and comprehensive mobile device management (MDM).

Engineered a secure, locally hosted deployment of the OpenClaw AI agent utilizing Docker for isolated sandboxing and robust environment control. Integrated the Claude API as the primary reasoning engine while implementing strategic context management to minimize token usage and optimize operational costs.

Validates foundational, high-level understanding of AWS Cloud, services, and terminology

Demonstrate understanding of Microsoft 365, to deliver industry-leading productivity apps along with intelligent cloud services, and world-class security.