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@ohanwusiotito
Experienced Support Specialist skilled in Azure and technical support.
I am an experienced and results-oriented Support Specialist with over 5 years of hands-on experience in delivering high-quality technical support and managing Azure-based cloud environments. My expertise lies in resolving complex issues and optimizing IT operations, ensuring high customer satisfaction and system reliability.
Throughout my career, I have successfully resolved 95% of incidents within SLA timelines by leveraging my Azure expertise and utilizing AI-driven tools to enhance troubleshooting processes. I have designed and documented Azure ARM templates and Terraform configurations, automating deployments and streamlining operations for various clients. My commitment to excellence is evident in my ability to maintain a 99.9% uptime for cloud environments while implementing security measures to protect data and ensure compliance.
As a collaborative team player, I have led IT support initiatives that improved manufacturing efficiency and operational workflows. I am passionate about driving customer satisfaction and continuously seek opportunities to enhance my skills and contribute to innovative solutions in the tech industry.
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Work history, roles, and key accomplishments
Tek Knowledge (Microsoft)
Jan 2024 - Present (1 year 10 months)
Resolved 95% of incidents within SLA timelines by leveraging Azure expertise and Copilot-driven AI prompts to streamline repetitive troubleshooting and proofreading tasks, delivering Tier-3 level support and enhancing client satisfaction. Utilized large language models (LLMs) to analyze Azure VM error messages, generate automated responses, enhance documentation, and recommend effective troublesho
BETA Computers Limited
Oct 2023 - Present (2 years 1 month)
Designed, deployed, and maintained scalable Azure cloud environments for clients under a CSP model, achieving 99.9% uptime while customizing solutions to meet specific business requirements. Enhanced infrastructure security by configuring SSL, DNS, and HTTPS across Apache, Nginx, and IIS servers, ensuring regulatory compliance and secure communication.
BETA Computers Limited
Jan 2022 - Feb 2024 (2 years 1 month)
Led IT support for the design and assembly of SPEEDSTAR® PCs, streamlining production workflows and improving manufacturing efficiency by 20%. Deployed and configured Azure cloud services, including Virtual Machines, App Services, and Disaster Recovery, achieving 99.9% uptime while implementing client-specific security protocols.
BETA Computers Limited
May 2018 - Feb 2019 (9 months)
Provided technical support by troubleshooting system issues and assisting senior engineers with diagnosing and resolving hardware/software malfunctions, achieving a 90% task resolution rate. Facilitated team exercises and group discussions, increasing training engagement by 20% and improving knowledge retention and practical application among team members.
Marris and Baker Services Limited
Mar 2013 - Dec 2015 (2 years 9 months)
Diagnosed and repaired over 20 PCs monthly, achieving a 95% first-time fix rate by applying systematic troubleshooting methods and best practices in hardware/software maintenance. Developed and maintained a detailed knowledge base on equipment warranties and repair procedures, reducing repair turnaround time by 30% and improving service consistency.
Degrees, certifications, and relevant coursework
Bachelor of Science, Computer Science
Software and tools used professionally
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