Open to opportunities

Emmanuel Omulo

@emmanuelomulo

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IT Support and Software Engineer driving reliable cloud-native solutions.

Kenya

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What I'm looking for

I seek a collaborative, customer-focused role where I can lead incident management, improve platform reliability, and apply cloud and full-stack skills for measurable operational impact.

I am an IT Support and Software Engineer with 4+ years of experience across technical support, software development, and cloud environments. I progressed from Junior roles to Lead Technical Support Engineer, guiding teams in incident management, ticket resolution, and SLA compliance.

I design and implement user-facing interfaces and server-side logic, maintain frontend and backend systems, and deliver client projects on time while collaborating with distributed teams. I also create documentation and knowledge labs to strengthen team expertise and operational efficiency.

I hold certifications including AWS Certified Cloud Practitioner, CompTIA A+ and Network+, and Data Protection training. I focus on customer satisfaction, cross-functional collaboration, and reliable cloud solutions that improve platform performance and reduce incidents.

Experience

Work history, roles, and key accomplishments

Current

Lead Technical Support Engineer

Current

Entrata

May 2025 - Present (6 months)

Led a team of support engineers, drove incident management and SLA compliance, and created documentation and knowledge labs that improved team efficiency and ticket resolution.

Incident Management SLA Jira Zendesk AWS Linux Windows

Platform Support Engineer

Entrata

May 2023 - Apr 2025 (1 year 11 months)

Diagnosed and resolved platform issues, monitored performance and maintenance, implemented optimizations, and escalated bugs and product feedback via Jira to engineering.

Technical Support Monitoring Jira AWS Linux Troubleshooting Escalation Management Customer Support

Software Developer

Virtual Memorial Legacy Gardens

Nov 2023 - Jun 2024 (7 months)

Designed user interfaces and implemented server-side logic for web applications, fixed bugs, and improved performance while collaborating with distributed teams to deliver solutions.