Obasanmi Ogunkeye Email & Phone Number

Abuja, Federal Capital Territory, NG

• Automate cloud resource provisioning and configuration management.
• Implement logging, monitoring, and alerting for security-related events.
• Set up and configure cloud services (AWS, Azure) based on organizational needs.
• Support cloud-based infrastructure on AWS, managing EC2 instances, S3 storage, and networking.
• Manage and monitor cloud resources for cost, scalability, and performance optimization.
• Collaborate with developers to troubleshoot and resolve application issues.

• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support, and system enhancement support.
• Responsible for ownership of customer support issues, including end-user updates and communication, as well as follow-up on consultation with Tier II and Tier III resources in order to solve.
• Coordinate internal resources to accomplish BAO and client objectives and meet system performance standards. Provide proactive planning and operational support.
• Represent complex customer change requests, and system or operational requirements, negotiate and manage expectations internally and externally.
• Develop and manage strategic planning, operational initiatives, special projects, and client-driven continuous improvement plans.
• Demonstrated success with clients through strategic and consultative approaches leveraging analytical tools and processes

• Work on elevated and escalated cases with the lab. Furthermore, provide technical guidance across teams by identifying areas requiring expertise of a solution to resolve cases by aiding the L1 and, L2 engineers.
• Reproduce customer issues in lab environments.
• Still act as the Queue Manager and ensure there is no SLA breach in the EMEA, APJ & AMS regions.
• Mentor junior support engineers as needed by management.
• Maintain and create Knowledge Matter (KM) documentation for all cases including queries, process steps and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Collaborating with various experts and engineers of all levels to share knowledge and support each other.

• Work on elevated cases with the lab, provide advanced technical troubleshooting & problem- solving solutions to the L1 engineers and clients.
• Act as the Queue Manager to supervise and assign engineers to tickets as well as to monitor the queue so to ensure there is no SLA breach in the EMEA, APJ & AMS regions.
• Utilizing Salesforce.
• Collaborating with various experts and engineers of all levels to share knowledge and support each other.

Lagos, Nigeria

• Act as the primary technical contact & communicate with end users/ system administrators/ solution integrators via phone, email, and/ or chat to identify, diagnose, and troubleshoot their needs, as well as set.
• Utilizing ArcSight ESM, HP Service Manager.
• Collaborating with various experts to resolve technical issues & make use of VMs to reproduce Data Protector & ArcSight issues.
• Ability to perform Clean Installation, Upgrade, Migration, Backup, Restore & Disaster Recovery procedures.

Eric Moore, Surulere, Lagos

• Customer Support for ISP clients and customers.
• Learning and operation of DNS and DHCP server.
• Ability to configure and troubleshoot router and access points.
• Ability to configure and troubleshoot cambium network and power beam radio.

Nigeria

• Diagnosed, troubleshot and resolved hardware, software or other network and system problems, and replaced defective components when necessary.
• Maintained logs related to network functions, as well as maintenance and repair records.
• Prepared and setup the GET program along with providing daily report
• Backup and operation of company network server.
• Providing IT technical support either in person or over the phone in a timely manner to service issues and requests.

Lagos, Nigeria

• Diagnosed, troubleshot and resolved hardware, software or other network and system problems, and replaced defective components when necessary.
• Maintained logs related to network functions, as well as maintenance and repair records.
• Prepared and setup the GET program along with providing daily report
• Backup and operation of company network server.
• Providing IT technical support either in person or over the phone in a timely manner to service issues and requests.

• Installation of solar panels, inverters, bio-metric data, CCTV cameras and computation of networking cables.