Open to opportunities

Francis miller

@francismiller

Technical Support Manager and infrastructure operations leader delivering fast incident resolution and AI-driven automation.

Nigeria

Message

What I'm looking for

I’m looking to lead technical support and infrastructure operations, using AI and observability to speed root-cause resolution, improve runbooks, and strengthen reliability and security controls in production environments.

I’m a Senior Technical Support Engineer turned Technical Support Manager, with 8+ years debugging and engineering solutions for complex production issues across cloud and on-premise environments. I combine hands-on Linux and database expertise with observability to keep healthcare technology platforms reliable at scale.

At Helium Health, I lead Tier 2+ escalation for production incidents, owning root-cause analysis, QA sign-off for on-premise releases, database integrity, and infrastructure monitoring. I’ve built Claude AI-powered tools to automate customer-data migration and onboarding workflows, and I restored data accuracy by diagnosing and fixing a consent-count regulatory reporting bug caused by overlapping feature flags.

I’ve also driven measurable improvements through runbook development, mentorship, and process redesign—improving first-contact resolution by 30% while maintaining 15–30 minute first responses and 30 minute–2 hour resolutions. I manage a 60-person technical support team handling 500–1,000 tickets per month, and I’ve strengthened operations with Datadog-based proactive monitoring and AI-assisted log analysis for faster, cleaner engineering tickets.

Concurrently, I serve as an Information Security Manager, aligning governance with ISO/IEC 27001:2022 and NDPC, partnering with auditors, and embedding controls into engineering and support workflows. From phishing simulations to steering committee leadership, I focus on continuous improvement, clear documentation, and bridging customers to engineering so incidents prevent repeat impact.

Experience

Work history, roles, and key accomplishments

Current

Information Security Manager

Current

Helium Health

Feb 2022 - Present (4 years 6 months)

Led the company’s GRC program aligned with ISO/IEC 27001:2022 and NDPC, coordinating with external auditors and embedding controls into engineering and support workflows. Designed security-awareness and phishing simulation programs and chaired the Information Security Steering Committee.

GRC ISO 27001 External Audits Security Awareness Information Security Steering Committee

Current

Technical Support Manager

Current

Helium Health

Feb 2022 - Present (4 years 6 months)

Tier 2+ escalation owner for production issues across cloud and on-premise deployments, handling Linux troubleshooting, database integrity issues, application errors, and complex feature-flag interactions. Built Claude AI-powered tools on VPS for onboarding data migration and automated SQL datamigration, improved regulatory reporting accuracy, and led end-to-end QA and deployment sign-off for 500+

Linux SQL Troubleshooting Databases Claude AI Data Migration WordPress Moodle Datadog Freshservice Freddy AI Incident Response Root Cause Analysis Backup And Recovery Disaster Recovery Business Continuity On Premise QA Testing

Technical Support Senior Analyst

Helium Health

Mar 2020 - Feb 2022 (1 year 11 months)

Provided Tier 2+ incident response and resolution across the application, database, and infrastructure layers. Performed root-cause analysis and produced post-mortem documentation that fed into the engineering backlog.

Incident Response Debugging Root Cause Analysis

Regional Head of Support

Helium Health

Jul 2019 - Mar 2020 (8 months)

Led a 40-person regional support team delivering technical support across state-government hospital deployments in South East Nigeria. Designed deployment plans, infrastructure provisioning workflows, and on-site training programs for new facility rollouts.

Technical Support Leadership Deployment Planning Provisioning On Site Training Hospital Deployments Workflow Design

Head of Support

Helium Health

Apr 2018 - Jul 2019 (1 year 3 months)

Provisioned Linux operating systems and on-premise environments for facility deployments and onboarded/trained early support engineers. Engineered a proactive on-premise monitoring solution using 3G modems and Sakis3G to detect connectivity issues before customer reports.

Linux On Premise Sakis3G Infrastructure Deployment Training Support

Computer Studies Teacher

Ofot Ukwa Secondary School

Apr 2017 - Mar 2018 (11 months)

Taught computer studies using hands-on practical sessions covering hardware, networking fundamentals, and operating systems. Improved student pass rates across 100+ students.

Hardware Networking Fundamentals Operating System Education

Information Technology Specialist

Timy Gases

Jan 2013 - Mar 2017 (4 years 2 months)

Managed end-to-end IT and technical support, including network infrastructure and hardware systems. Provided customer-facing troubleshooting and developed protocols used in day-to-day operations.

IT Support Network Infrastructure Hardware Systems Troubleshooting Customer Support Protocol Development

IT Internship Trainee

NNPC Pipeline & Product Marketing Cooperation (PPMC)

Apr 2015 - Sep 2015 (5 months)

Supported network management and hardware repair while building discipline and structured documentation practices in a production environment. Also supported HR records work.

Network Management Documentation