Global NOC Engineer & Cloud Systems Specialist

Sensitivity: COMMERCIALLY CONFIDENTIAL

ALEXANDER CHIWETA OSUZOKA

Global NOC Engineer Cloud & Systems Specialist

Lagos, Nigeria

Phone: +234 806-***-**** +234 916-***-****

Email: ***********@*****.*** ***********@*******.*** LinkedIn: www.linkedin.com/in/alexander-osuzoka-0824b2140 PROFESSIONAL SUMMARY

Highly skilled Global Network Operations Center Engineer with 8+ years of experience supporting enterprise-scale infrastructures, cloud environments, and Microsoft ecosystems. Proven track record improving MTTR, increasing network availability, leading incident response, and optimizing system performance across global sites. Adept at troubleshooting complex issues across networking, security, cloud, Windows, Microsoft 365, virtualization, and automation. Recognized for strong documentation, process improvement, and cross-team collaboration. CORE COMPETENCIES

• Network Monitoring & Operations (Zabbix, SolarWinds, PRTG)

• Routing, Switching & WAN (BGP, OSPF, VLANs, VPNs)

• Cloud Platforms (AWS, Azure, OCI)

• Microsoft 365 & Windows Administration

• Firewall Technologies (Cisco, Palo Alto NGFW)

• Hyper-V Virtualization & Server Management

• PowerShell Scripting & Automation

• Incident Response, RCA, SLA Management

• DevOps & Git Version Control

• System Performance & Application Troubleshooting Sensitivity: COMMERCIALLY CONFIDENTIAL

PROFESSIONAL EXPERIENCE

TeKnowledge — Lagos, Nigeria

Global Network Operations Center Engineer Dec 2025 – Present https://teknowledge.com/

• Monitored and maintained 24/7 enterprise network infrastructure supporting 10+ global sites

(Bulgaria, Costa Rica, Cyprus, Dubai, India, Nigeria, Rwanda, Vietnam, USA Colorado Spring, El Salvador and Greece) and 1000+ hosts, ensuring 99.9% network availability.

• Reduced incident resolution time by 50% by optimizing routing, switching, VPN, and WAN troubleshooting workflows.

• Improved MTTR from 30 minutes to 17 minutes using proactive escalation and triage models.

• Identified recurring issues through log and metric analysis, achieving a 70% reduction in repeated incidents.

• Supported Cisco, Palo Alto NGFW, and Veeam appliances, optimizing OSPF/BGP routing and firewall policies.

• Achieved 82% SLA compliance for P1/P2 incidents through enhanced cross team collaboration.

• Created detailed SOPs and RCA documentation, improving team response time by 91%. TeKnowledge — Lagos, Nigeria

Subject Matter Expert – Microsoft 365 & Windows Aug 2024 – Dec 2025 https://teknowledge.com/

• Improved team performance metrics by 20% in three months through KPI-aligned training.

• Authored robust troubleshooting guides and learning materials improving team knowledge retention.

• Logged and tracked escalated issues through Azure DevOps to enhance engineering feedback loops.

TeKnowledge — Lagos, Nigeria

Technical Lead – Microsoft 365 & Windows Aug 2022 – Aug 2024 https://teknowledge.com/

• Improved average handling time for complex Microsoft 365 cases by 95%.

• Increased resolution accuracy and MTTR efficiency by 83%. Sensitivity: COMMERCIALLY CONFIDENTIAL

• Led onboarding and continuous upskilling programs that improved case management capacity by 90%.

• Identified and removed persistent operational bottlenecks, improving team KPIs by 85%. TeKnowledge — Lagos, Nigeria

Technical Support Engineer (Tier 2) Jan 2021 – Aug 2022 https://teknowledge.com/

• Resolved escalated technical support for NAS devices (WD, Synology) and Cisco appliances.

• Resolved print server connectivity issues and remote file server performance problems.

• Performed malware remediation and system patching across enterprise environments. TeKnowledge — Lagos, Nigeria

Technical Support Engineer Jul 2019 – Jan 2021

https://teknowledge.com/

• Developed PowerShell scripts that automated Windows process recovery.

• Optimized Hyper-V VM performance and resolved complex VM runtime failures.

• Handled VPN, storage, and third-party software escalations improving client connectivity and system stability.

TRANTER IT INFRASTRUCTURE SERVICES — Lagos, Nigeria IT Support Engineer Oct 2016 – Jul 2019

https://www.tranter-it.com/

• Managed end-user device and network printer assessments across enterprise offices (Leadway Assurance, Lagos, Nigeria).

• Ensured SLA compliance using ManageEngine for incident tracking and response.

• Resolved VPN outages, Outlook/Exchange sync issues, and application-level disruptions.

• Monitored network performance using SolarWinds and PRTG, reducing branch downtime.

• Reported and escalated issues related to custom DLL files in Microsoft Navision. EDUCATION

University of Port Harcourt — B.Eng., Electrical/Electronic Engineering (2007–2012) Ogunlade College — School Leaving Certificate (2003–2005) Sensitivity: COMMERCIALLY CONFIDENTIAL

CERTIFICATIONS AND COURSES

• AWS Certified Cloud Practitioner - Coursera (2021)

• AWS Cloud Technical Essentials - Coursera (2022)

• DevOps on AWS – Coursera (2022)

• Certified in Cybersecurity – ISC2 (2024)

• OCI AI Foundation (2025)

• Certified in AI/Machine Learning – Digital Skillup Africa (2025)

• DevOps SkillUp – GeeksforGeeks (2025)

PROJECTS

Zabbix Host Inventory Optimization & Contact Data Integration (Dec 2025 – Present)

• Standardized host inventory fields and automated metadata population.

• Integrated service owner and escalation contact details to improve alert routing. Network Performance Optimization & Firewall Policy Troubleshooting (Feb 2026 – Present)

• Identified network congestion, latency issues, and inefficient routing paths.

• Resolved firewall conflicts and optimized rulesets to improve service stability. Technical Support Onboarding for New Microsoft Partner – Windows & Microsoft 365(Jan 2024 – Jul 2025)

• Designed training curriculum for Windows OS and Microsoft 365 diagnostics.

• Led workshops, hands-on labs, and scenario-based training increasing FCR and MTTR performance.

AWARDS

Service Excellence Award (Best Subject Matter Expert) - TeKnowledge (2025) INTERESTS

Football Research Travel Technology Seminars

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