Hi, I'm

Jackie

IT Engineer, pursuing software development.
Vibe coding at home.

Experience

AICE — AI Evaluation

Amazon · RotationMar 2026 – May 2026

Developed Python-based evaluation scenarios for an AI agentic IT troubleshooting tool.
Benchmarked model performance across Amazon Nova, Claude Haiku, Sonnet, and Opus.
Built scenarios using Kiro with a custom-designed Kiro skill. Focus: cross-model comparison, regression prevention, production readiness.

Python
AI-Assisted Development
Claude API
AWS
Eval frameworks
Research

IT Support Engineer I (L4)

AmazonDec 2025 – Present

Promoted in 14 months. Oversaw 20+ projects as pseudo-project manager.
Partnered across AICE, PnD, LT&D, on-site IT, and the GSD Lead Program.
Mentor for L3 teams.

Project management
Cross-team leadership
Mentoring
Escalation support

IT Support Associate II (L3)

AmazonOct 2024 – Dec 2025

17.04m

Handle time

avg 22.28m · 23% faster

92.5%

Resolution

avg 89.5%

4.77

CSAT / 5

avg 4.71

20–30 customer interactions daily.

Windows OS
MacOS
Customer support
Linux
Bomgar
M365

Desktop Support · IT Asset Management

Electronic ArtsOct 2022 – Apr 2023

Enterprise IT in a 2000+ person game studio.
Lifecycle tracking for 500+ developer workstations.
Deployed workstation infrastructure for 20+ development teams.

ServiceNow
Asset management
Enterprise IT
Hardware
Networking

Web Designer

BC Chinese Music Association2018

Built bccma.net with a Shopify integration handling 800+ concert ticket sales.

HTML/CSS
JavaScript
Shopify
WordPress

Database Administrator

BC Chinese Music Association2019

Built an Access database organizing 2000+ files for a 100-person orchestra.

MS Access
SQL
Data modeling

Extracurriculars

President

University of Alberta Esports AssociationSep 2021 – Aug 2022

Led the largest student group at the University of Alberta.
Partnerships with Red Bull, Memory Express, TELUS, MSI Canada.
Managed 100+ players across 12+ competitive teams.

Leadership
Sponsorship negotiation
Community building
Operations

Education

University of Alberta

B.Sc. — Computer Science major, Music minor

2017 – 2024

Certifications

CompTIA A+ (2023)
Google IT Support Professional (2023)

01 / 01

DiVA — Discord Virtual Assistant

AI-powered Discord bot with an evolving personality and 23 admin tools

chat

general chat — mention @DiVA to talk

Node.jsdiscord.js v14Claude Sonnet 4.6Claude Haiku 4.5SQLiteDockerRailway

GitHub

Jackie

IT Engineer / AI Evaluation / Full-Stack Builder

GitHub · Email · back to hero