Highly skilled Cloud Support Engineer with over 3 years of experience in cloud infrastructure management, troubleshooting, and support. Proficient in Amazon Web Services (AWS) with hands-on expertise in network configuration, security, and automation tools. Adept at problem-solving and improving cloud environments to optimize performance and cost. Strong communication and customer service skills, with a passion for helping clients maximize their cloud investments.We enable businesses get the best value from Cloud computing, using Cloud Industry standards to drive our client’s cloud strategies.

Responsibilities: • Facilitate sprint and release planning, daily stand-ups and retrospectives.• Manage impediment backlog and motivated team members to identify necessary action.• Initiate product backlog developed user stories with clear acceptance criteria.• Create user story acceptance criteria to get buy-in from stakeholders and then refined those stories with Scrum teams.• Owned the planning and scheduling of two-week sprints and clearly articulated the product vision.• Manage burndown charts and motivated team members working towards sprint goals• Maintain storyboards, organized charts within JIRA and influenced best practices to team.• Held retrospective meetings to guide cross functional teams improving future sprints for success• Mediate conflicts, fostering team and coached individuals improving team dynamics• Prioritized product backlog for grooming and sprint planning while product owner was absent• Work with stakeholders and product owner developing release plans• Apply Agile methods and processes to promote a disciplined and transparent product development process.

Responsibilities:• Help team track and resolve impediments by finding the right personnel to resolve them, escalate when necessary and protect team from external interferences.• Participate in Scrum of Scrum to ensure cross-team collaboration, coordination of release plans, report overall project status, and upcoming risks/dependencies.• Motivate the team to work towards continuous improvement and deliver shippable product that deliver business value in every sprint.• Improve transparency by publishing agile metrics with velocity chart, sprint burndown, scrum board, and release burndown charts.• Drive significant organization change across agile team to support agile development.• Support Product Owner to maintain and prioritize Product Backlog to deliver business values to stakeholder.• Facilitate the documentation of working agreement, definition of ready and definition of done for the scrum team• Promote cross function within the team to ensure task completion and delivery of sprint commitment.• Coordinate with other Agile teams to resolve cross-team issues and dependencies.• Communicate status, risks, barriers to relevant stakeholders and leadership.• Encourage team to self-organize and cross function to boost productivity. • Coach on continuous improvement mindset, recommend adjustments to established delivery practices and advocate transparency and trust.• Collaborate with product owner, development team and other essential roles to identify risks and resolve ambiguities.• Facilitate the daily stand up, backlog grooming, sprint planning, sprint review, sprint retrospective and other meeting as required by the team.• Participate in program planning (PI).

Responsibility:• Performed thorough system auditing to optimize operational speeds, increasing output.• Reduced issue-resolution timeframes by an average of 30 minutes, minimizing operational downtime and aiding overall company performance.• Ensured high availability of infrastructure through enterprise-wide planning, testing, implementation and support.• Worked with users to determine areas in need of improvement.• Implemented system upgrades to enhance system speed by 100%, aiding staff productivity and performance levels.• Made recommendations regarding infrastructure overhauls.• Resolved issues and escalated problems with knowledgeable support and quality service.• Implemented, maintained, developed and tested the installation and update of file servers, print servers and application servers in all departments.• Analysed complex project server issues and worked on large enterprise and business-critical applications.• Configured, tested and maintained network equipment.• Drove the development of continuous improvement of IT governance processes.• Completed reports detailing performance, costs and downtime issues.

Handle customer support calls in a timely and accurate manner.Provide first-level support to customer service requests.Escalate complex support requests to relevant IT staffs for resolutions.Understand support problems, analyze problem data and determine appropriate solutions.Maintain problem documentations and their resolution procedures for reference procedures.Plan and complete daily assigned tasks within deadlines.Maintain confidentiality and security of company documents and customers. Report system downtime and performance issues to Manager.Ensure to follow standard operating procedures and meet service level agreements.Install, configure and maintain software and hardware systems.Assist in development and enhancement of IT systems.Assess potential risks and technical challenges and prepare appropriate mitigation plans.Conduct IT related trainings to new hires, users and technical teams as needed.Analyze system issues and provide resolutions.Recommend process improvements to ensure system reliability, scalability, security, integrity and performance.Work in compliance with department safety and quality standards

Responsibility:• Prepared and presented design ideas that received 80% positive client feedback.• Used debugging tools to identify coding errors with accuracy.• Proactively participated in Agile team meetings, suggesting strategies that led to efficiency increase.• Optimised application compatibility, performing cross-browser testing to guarantee user-friendliness across browsers.• Troubleshot code to fix client website issues with right-first-time resolution.• Coded websites for mobile-first quality, boosting sales conversions.• Used frameworks to create rich, interactive content for applications.• Developed and redesigned websites in HTML, PHP, JAVASCRIPT. MYSQL, receiving commendations from management for immaculate execution.

Web Developer / IT Support Responsible for all aspects and decision making for the Information Technology Department:Web Site Design,desktop support, system planning, development, implementation,administration and maintenance