Emmanuel Idowu Email and Phone Number

I am focused on high touch engagements with our premium client base. I use both my technical and procedural competency to manage relationships with both the customer base and our internal teams (e.g. CS/PS/SRE/AE/TSE), acting as a bridge to the customer so we collectively arrive at the best possible solution in the fastest time.A high proportion of my time is client-facing, the remainder of my responsibilities focused on improving internal processes and aligning engineer behavior to them. Some of my other responsibilities are to: Monitor the health of premier accounts, learn the historical feedback and expectations, organize ongoing support case reviews and ensure prioritization, manage the requirements and priorities of the customers, educate customers on best practices and learning opportunities, ensuring case SLAs are met on the customers behalf, understand specific customers needs and engaging additional engineering expertise, monitor trends and design processes to improve customers' experience & escalation management.

In this role, I am focused on high touch engagements with our premium client base. I use both my technical and procedural competency to manage relationships with both the customer base and our internal teams (e.g. CS/PS/SRE/AE/TSE), acting as a bridge to the customer so we collectively arrive at the best possible solution in the fastest time.A high proportion of my time is client-facing, the remainder of my responsibilities focused on improving internal processes and aligning engineer behavior to them. Some of my other responsibilities are to: Monitor the health of premier accounts, learn the historical feedback and expectations, organize ongoing support case reviews and ensure prioritization, manage the requirements and priorities of the customers, educate customers on best practices and learning opportunities, ensuring case SLAs are met on the customers behalf, understand specific customers needs and engaging additional engineering expertise, monitor trends and design processes to improve customers' experience & escalation management.

- Took on the EMEA training and enablement lead role: Responsible for creating reporting and monitoring LMS for training regionally. Identifying knowledge gaps with each individual on the team and scheduling training to rectify it. Collaborating with practice leaders and collaborating with enablement teams to identify required trainings per product/solution, establishing common methodology troubleshooting training and scheduling it for all Tiers of TSEs, Attending monthly product practice meetings, Monitor progress for new hires and having regular meetings to track their progress as well as help them with any questions or areas they might be stuck on during their onboarding, setting up QA for new hires and assisting with their transition into the queue.

This job role is similar to my previous TSE role but on a higher level. I helped with answering Work Items, jumped on many high severity calls to resolve issues, broadened product knowledge on multiple products. I was responsible for researching functionality and usability related issues; working with our customer’s IT personnel to understand the nature of the issue and communicate steps to resolve the issue.I was involved in triaging customer engagements, gathering the required information, managing expectations, investigating issues and queries using the existing bodies of knowledge and test labs, communicating frequently and proactively follow up with the customer via phone, mail and internet meeting systems, Actively participating in the community system (public facing Q&A) and contributing to the knowledge base.The skills and exposure I have gained from this role are Troubleshooting, Single Sign On (SAML, OAuth, OpenID and WS-FED; Multi Factor Authentication (MFA - PingID), Internet Protocols (HTTPS/SSL/TLS etc), Identity and Access Management and Federation exposure, Public Key Infrastructure (PKI), X.509 certificates & Kerberos, Cloud Services such as Azure, O365, AWS, Operating Systems management (Windows, MacOS, Linux), Active Directory/LDAP based directories.

This job role meant I was responsible for researching functionality and usability related issues; working with our customer’s IT personnel to understand the nature of the issue and communicate steps to resolve the issue.I was involved in triaging customer engagements, gathering the required information, managing expectations, investigating issues and queries using the existing bodies of knowledge and test labs, communicating frequently and proactively follow up with the customer via phone, mail and internet meeting systems, Actively participating in the community system (public facing Q&A) and contributing to the knowledge base.The skills and exposure I have gained from this role are Troubleshooting, Single Sign On (SAML, OAuth, OpenID and WS-FED; Multi Factor Authentication (MFA - PingID), Internet Protocols (HTTPS/SSL/TLS etc), Identity and Access Management and Federation exposure, Public Key Infrastructure (PKI), X.509 certificates & Kerberos, Cloud Services such as Azure, O365, AWS, Operating Systems management (Windows, MacOS, Linux), Active Directory/LDAP based directories.

I have experience in designing, implementing and testing a cloud based system to suit a client’s needs. I built a range of network servers to solve defined project/business requirements using a software called Virtual Box. I used a range of tools and techniques such as checking for open ports and authentication techniques to perform a security assessment and develop strategies to reduce risks.

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. I worked specifically in the direct debit department where I was required to handle sensitive information without breaching any of the security protocols

Responsible for managing a hypothetical project during my degree for the implementation of a smart bike app. The deliverables of the project included a detailed Project Charter, Project Work Breakdown Structure, the Organisational Breakdown Structure (Skills, Communication, Contract strategy, Organisation, etc.), A Resource Requirement List – including people, materials, and equipment, A Responsibility Matrix, A Dependency Chart/Critical Path Analysis – including justification for durations and comment about the critical, Risk Assessment and a developed prototype.

Used programming knowledge to develop a modern website using html, css, python, c++, JavaScript, bootstrap

My experience with Big Data allowed to develop the skill to look for patterns in large data sets and convert data into useful information which can be used to develop business strategies.

I have experience with using both MySQL and MongoDB when proposing a suitable solution to a client depending on specification.