Otitodilichukwu Ohanwusi
Lagos
Summary
With 4+ years of experience in cloud computing, specifically with Microsoft Azure, a dedicated Technical Support Specialist brings a passion for problem-solving and enabling team success. Excels in delivering exceptional technical support, optimizing system performance, and collaborating with stakeholders to drive continuous improvement. Takes a proactive approach to learning and adapting, constantly seeking innovative solutions for smooth operations. Ultimately aims to contribute to organizational success and efficiency by leveraging technology to benefit all.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
L2 Technical Support Engineer for Azure VMs
Microsoft
02.2024 - Current
- Incident Resolution: Resolved 95% of incidents within SLA timelines, enhancing client satisfaction by employing tailored AI prompts with Copilot to streamline repetitive troubleshooting and proofreading tasks. Leveraged Azure expertise to address complex configurations and advanced functionalities, providing Tier-3 support and SME input to internal and external clients.
- Escalation Point: Served as an escalation point for complex inquiries, achieving a 90% first-contact resolution rate by integrating AI-powered diagnostics with Copilot, which facilitated quick breakdowns of customer issues and suggested solutions. Partnered with cross-functional teams to streamline diagnostic workflows for rapid, customized customer responses.
- LLM-Assisted Troubleshooting: Leveraged large language models to analyze Azure VM error messages, Automated Response Generation, Documentation Enhancement, and provide recommended troubleshooting steps, reducing time spent on repetitive diagnostics by 30%.
- Root Cause Analysis & Documentation: Performed root cause analyses on recurring incidents, maintaining an up-to-date knowledge base that lowered incident recurrence by 30%. Authored comprehensive technical documentation to support troubleshooting and expedite knowledge transfer within the team.
- Remote Assistance: Delivered remote support to over 50 clients monthly through QuickAssist, Microsoft Teams, and AnyDesk, utilizing an efficient triage process to prioritize and resolve configuration and technical issues promptly.
Cloud Engineer
BETA Computers Limited
01.2024 - Current
- Managing Client Cloud Infrastructure for a CSP: Engineered and maintained scalable Azure cloud environments for clients, achieving 99.9% uptime and tailoring solutions to meet distinct client needs. Enhanced security by implementing SSL, DNS, and HTTPS across Apache, Nginx, and IIS servers, ensuring compliance and secure communication for all applications.
- Cost Optimization: Implemented resource optimization strategies in Azure, using tools like Azure Cost Management to analyze and reduce cloud expenditures by 15% while maintaining peak performance standards.
- SQL and Log Analysis Support: Utilized LLMs to assist in crafting SQL queries and log analysis, accelerating root cause identification for complex technical issues by 20%.
- Automating Tasks: Developed PowerShell and Azure CLI scripts, using utilizing LLMs and AI, to handle routine tasks, increasing operational efficiency by 30% and enabling the team to dedicate more time to strategic projects.
- Cross-Team Collaboration: Collaborated with DevOps, security, and development teams to support and optimize cloud infrastructure for client applications, ensuring seamless deployments and contributing to on-time project completion and system reliability.
- Documenting and Sharing Knowledge: Created and maintained clear, detailed documentation on processes and troubleshooting steps, providing valuable resources for the team, streamlining onboarding for new members, and reducing time spent on repetitive tasks.
System Engineer
BETA Computers Limited
01.2020 - 01.2024
- Leadership & Department Oversight: Directed IT support for the design and assembly of SPEEDSTAR® PCs, accredited by the Nigerian government. Streamlined production workflows and ensured compliance, increasing manufacturing efficiency by 20%.
- Cloud Infrastructure Management: Managed deployment and configuration of Azure services(VMs, App services, Disaster recovery), maintaining 99.9% uptime and implementing security protocols tailored to client needs, supporting stable and secure operations.
- LAN and Surveillance System Configuration: Directed LAN and surveillance system installations, ensuring optimal performance and network security by implementing industry best practices, reducing downtime.
- ERP & POS Solutions Implementation: Oversaw deployment of ERP, POS, and CRM solutions, aligning them with client needs and enhancing operational efficiency by 25% through close vendor collaboration and customization.
- Project Management & Cross-functional Collaboration: Managed end-to-end IT projects, from development through to client training and support, achieving a 90% adoption rate and high customer satisfaction through hands-on demos and follow-up support.
- Integrations and Migrations: Executed seamless on-premises to cloud migrations, including database and API integrations for Sage enterprise solutions, ensuring uninterrupted data flow and 99% system uptime.
- Client Demos, Training & Solution Support: Conducted demos for end customers, provided training, and offered ongoing support for new solutions to ensure smooth adoption and effective utilization of technology.
Industrial Trainee Intern
BETA Computers Limited
05.2018 - 02.2019
- Technical support: Supported daily technical operations by troubleshooting common system issues, assisting senior engineers in diagnosing and resolving hardware and software malfunctions, and maintaining a 90% resolution rate for assigned tasks.
- Training Engagement: Organized team exercises and facilitated group discussions that increased training engagement by 20%, contributing to improved knowledge retention and skills application among participants.
- Regulatory Compliance: Researched and ensured adherence to industry safety standards, achieving 100% compliance by implementing operational procedures that met regulatory guidelines for workplace safety.
- Microsoft Azure: Established a strong foundation in cloud computing, with a particular emphasis on Microsoft Azure services and offerings.
Technical Assistant
Marris and Baker Services Limited
03.2013 - 12.2015
- Device Diagnosis and Repair: Diagnosed and repaired 20+ PCs monthly, resolving hardware and software issues with a 95% first-time fix rate by utilizing systematic diagnostic techniques and best practices in PC maintenance.
- Knowledge Support Base: Created and maintained a detailed knowledge base on equipment warranties and repair protocols, reducing repair turnaround time by 30% and facilitating faster resolution through accessible troubleshooting guides.
- Customer Liaison: Served as primary customer liaison, managing issue resolution and maintaining a 98% satisfaction rate through effective communication and personalized support.
- Support Requests Management: Functioned as the main point of contact for support requests from clients and vendors, ensuring prompt and effective issue resolution.
- IT Equipment Inventory: Managed the inventory of IT equipment and supplies, ensuring the availability of essential resources.
- Audience Engagement: Monitored and enhanced audience engagement on company social media pages, resulting in a 20% increase in follower interaction within a few months of employment.
- Product Marketing: Developed and executed product marketing campaigns to drive brand awareness and customer interest.
Education
Bachelor of Science - Computer Science
University of Benin
Benin City, EdoSkills
- Technical Support
- LLM Application in Technical Support and Software Engineering
- Proficient in Microsoft Azure
- Customer Service
- Cloud services
- Remote Support
- Generative AI Expertise
- Management
- Hardware and Software Installations and Management
- Generative AI Tools
- Incident Management
- Disaster Recovery
- API Integration
- Database Management
- Infrastructure Migration
Certification
Microsoft Certified Azure Fundamentals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkWork Location
RemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursQuote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Languages
English
Bilingual or Proficient (C2)
Interests
Artificial Intelligence
Cryptocurrency
Timeline
L2 Technical Support Engineer for Azure VMs
Microsoft
02.2024 - Current
Cloud Engineer
BETA Computers Limited
01.2024 - Current
System Engineer
BETA Computers Limited
01.2020 - 01.2024
Industrial Trainee Intern
BETA Computers Limited
05.2018 - 02.2019
Technical Assistant
Marris and Baker Services Limited
03.2013 - 12.2015
Bachelor of Science - Computer Science
University of Benin
Key Competencies
- Technical Support & Incident Management.
- Leveraging LLMs for Automation and Efficiency
- Organization and Management.
- Cloud Computing & Automation.
- SQL & Database Troubleshooting.
- API & Custom Integration Support.
- Customer Support Experience.
- Documentation & Collaboration.
- Remote work Experience.
- Adaptability.
- Continuous Learning.
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