Emeka Ezemenaka

• Cloudops Operations on AWS, AZURE

• Incident Response

• Proactive Problem-Solving: identifying potential issues before they escalate, implementing proactive measures to enhance system performance, security, and reliability, thus minimizing downtime and ensuring seamless operations.

• Cross-Functional Collaboration: collaborating with diverse teams, from developers to stakeholders, fostering productive relationships and aligning cloud strategies with business objectives to drive organizational success.

• Continuous Improvement: Committed to staying abreast of industry best practices and emerging trends, I advocate for a culture of continuous improvement,

implementing innovative solutions and refining processes to optimize efficiency and drive growth.

Essential Functions:

• Respond to and open tickets for all incoming calls, e-mail and alerts generated from monitoring platform

• Monitor ticket queue, ticketing system and follow-up on open tickets within designated time frame

• Maintain proper escalation procedures

• Evaluate, Communicate and Use independent thinking for resolution for level 1 alerts

• Escalate issues when appropriate

• Act as “Smart Hands and Feet” for client requests

• Perform Level 1 response on Kubernetes and Docker for managed clients

• Initial troubleshooting of incidents

• Creating Software License

• Provide regular feedback to the client on outstanding requests

• Report process failures to the supervisor (i.e. lack of updates)

• Manage client communications and set appropriate expectations (i.e. delivery date)

• Coordinate outage schedules and change documentation

• Provide clear shift turnover communication

Essential Functions:

• Project Consultant and Operations

Cloud Building and Operation Services

• Migrating, building, operating AWS cloud-based platforms with an emphasis on Automation

• Translating business needs to technical requirements and vice versa

• Creating and doing presentations / workshops for internal and / or customer use

• Developing and writing technical documents, service descriptions, processes, and / or procedures.

• Proactively troubleshoot private cloud deployments based on OpenStack

• Reproduce customer issues in the internal lab, confirm bug reports, provide detailed information to the development team

• Work closely with development team: discuss customer issues, suggest improvements, fix product bugs, etc.

• Provide engineering support for product issues escalated by the support team.

• Produced monthly reports using advanced Excel spreadsheet functions.
• Utilized data visualization tools to effectively communicate business insights.
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Improved decision-making processes with accurate data analysis and visualization techniques.

• Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
• Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
• Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
• Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.