Technical Support Engineer - Cloud Networking

AREMU GBENGA

Dallas, TX • 773-***-**** • **************@*****.***

SUMMARY

Results-driven Technical Support Engineer with 10+ years of experience resolving complex software, hardware, and network issues across enterprise environments. Consistent track record of reducing mean time to resolution through structured root-cause analysis, detailed log investigation, and systematic issue reproduction. Skilled at communicating technical findings clearly to both technical and

non-technical stakeholders, collaborating with engineering and product teams to close feedback loops, and building knowledge assets that improve team-wide resolution speed. AWS and Azure certified; CCNA-certified with deep networking fundamentals.

TECHNICAL SKILLS

Troubleshooting & Diagnostics: Log analysis, REST API debugging, issue reproduction, root-cause analysis, CLI-based diagnostics, VA cybersecurity policies, Partnering cross-functionality

Platforms & Cloud: AWS, Azure, OpenStack, VMware vSphere, Hyper-V, Kubernetes, Windows Server, Linux/Unix CLI,App Dynamics, Snowflake, PowerBI

Networking: TCP/IP, DNS, DHCP, VLANs, VPN, Firewalls, BGP, OSPF, IPS/IDS, ZBFW,

NGFW,Network+, MCP, MCSA, CCNA,A+

Enterprise Applications: OneStream, CloudWatch, Okta, PostgreSQL, Hyperion, Salesforce, Jira, ServiceNow, OSP, VistA,cPanel/WHM, Plesk, Google Workspace.

Scripting & Automation: Python, REST API,Datadog, JavaScript, SQL Server, web services (REST/SOAP), WinRM, JSON, Endpoint Manager.

Collaboration Tools: Slack, Microsoft Teams, QuickBooks, Xero, Jira, Salesforce, iQuote, TensorRT, MS Office 365, Oracle EPM / IPM and EDM, AI Tools (Notion, Claude, & Gemini)

Systems & Diagnostics: Log analysis, REST API debugging, root-cause analysis, CLI-based diagnostics, Python scripting, SQL & SSO Support, NGP8, VAN and EveryAction

Customer & SLA Management: SLA attainment, KPI ownership, escalation handling, on-site relationship management

Technical Training & Knowledge Sharing: End-user training, colleague knowledge transfer, knowledge base contribution, commercial team support and demonstrations

PROFESSIONAL EXPERIENCE

Technical Support Engineer II Abbott Laboratory Feb 2023 – Present

•Resolved escalated Tier 1/2/3/ incidents submitted via web portal, Slack, Jira, Salesforce, phone, and email by performing structured log analysis, issue reproduction, and CLI-based root-cause investigation—consistently closing cases within SLA and preventing recurrence through permanent fixes rather than workarounds.

•Conducted root-cause analysis and system maintenance through Linux CLI, utilizing process monitoring and log review to resolve system anomalies and improve reliability.

•Design, configure, and administer workday recruiting in a global environment, with strong

alignment to Core system foundations and upstream/downstream impacts.

•Perform user release analysis, assess new features relevant to Recruiting, coordinate testing, and drive changes that streamline acquisition processes. Strong understanding of end-to-end acquisition related processes.

•Provided high-quality technical support and customer services, drawing on over 3 years of experience in the SaaS industry to troubleshoot software issues and improve client retention.

•Strong foundational cloud engineering with a complex background in (AWS certifications like Solutions Architect Professional or DevOps Engineer).

Dev Support Engineer Bed Bath & Beyond May 2020 – Mar 2022

•Demonstrated strong organizational and process-oriented skills including ability to handle multiple projects and details simultaneously and accurately, including to collaborate effectively with others in a diverse environment and to build and maintain positive, professional relationships

•Administered and supported multi-tier SaaS, managing instance configuration, workflow automation, ETO Alerts, and barcode/scanner integrations while maintaining platform stability and user satisfaction across all client accounts.

•Managed telephony fundamentals and cloud-based contact center. Complex knowledge with Oracle EPM / IPM and EDM aligned incident and change management processes .

•Experience in AV, networking, or technology integration, with meaningful time spent troubleshooting remotely. Hands-on expertise in network infrastructure deployment and management, specializing in routing, switching, and wireless systems (Cisco, Ubiquiti, Araknis, eero).

•Experience supporting SaaS products or enterprise software platforms,CompTIA A+, Microsoft 365 Certified Fundamentals.

•Serve as the primary escalation point for user production incidents and issues. Monitor ERP issues and providing technical support to end-users.

•Basic understanding of fundamental concepts of AI/ML workloads (LLMs, inference) alongside a variety of AI tools including Notion, Claude, & Gemini.

Technical Support Engineer Voltabox of Texas Apr 2017 – Nov 2019

•Served as the final escalation tier for field engineers and technicians troubleshooting complex electro-mechanical equipment, networked systems, and industrial software—isolating and resolving failures that first and second-line support could not reproduce or fix.

•Experience with IT support ticket systems such as Zendesk alongside support activities and managing tickets through the same or similar platforms.

•Experience supporting cloud or IaaS platforms, familiarity with virtualization or server concepts, and exposure to APIs or command-line tools.

•Orchestrated continuous integration and deployment (CI/CD) workflows to enable scalable, one-button software installations (Python, PowerShell, Perl, VB Script, SQL)

•Maintained a high standard of customer satisfaction while rigorously adhering to internal SLAs, KPIs, and quality metrics. Experience supporting SaaS platforms or using XLOOKUP and other

advanced Excel formulas.

•Basic concept of Apache, NGINX and ModSecurity

•Deep expertise in healthcare regulatory compliance and reporting, with proven success maintaining standards for HIPAA and The Joint Commission (TJC).

Support Engineer II Securus Technologies, Inc. Sep 2015 – Jan 2017

•Diagnosed and resolved complex VoIP, landline, and Video Visitation Terminal failures—troubleshooting fast-busy conditions, dead air, scheduling errors, and terminal faults to restore communication services with minimal downtime for correctional facility clients.

•Engineered and maintained resilient on-premises and cloud IT infrastructures, implementing robust SSO/SAML, MFA, EDR, and comprehensive backup and recovery solutions.

•Maintained clean, audit-ready ticket records in the HEAT ticketing system for every owned incident documenting full troubleshooting steps, root-cause analysis, and customer-confirmed resolution before closure, building a reusable reference library that reduced diagnostic time on recurring issues.

•Optimizing productivity while assigned to customer tickets and Ticket Quality Control, Ticket Management

•Experience working in ticketing and/or support systems such as Zendesk, slack, ServiceNow, or ConnectWise

•Proven ability to develop and deliver both simple and complex technical training and enablement programs that help sales teams hold credible, confident technical conversations.

•Manage virtual machines, storage accounts, and networking within cloud environments such as (AWS, Azure, or GCP) (SASE, SD-WAN, and NGFW technologies).

•Experienced with observability tools such as NGP8, VAN and EveryAction

•Strengthened organizational access security by managing end-to-end user lifecycle

(joiner-mover-leaver) across Windows and Linux environments—ensuring accurate provisioning and timely access revocation to maintain least-privilege posture.

EDUCATION

B.Sc. Mechanical Engineering — Osun State College of Technology, Esa Oke, Nigeria (2002) Cisco Networking Academy, — CCNA Routing & Switching (2014)

CERTIFICATIONS

•AWS Certified Cloud Practitioner

•Windows Server hybrid Administrator Associate

•Microsoft Certified: Azure Administrator Associate

•Cisco Certified Network Associate (CCNA)

•Cisco Certified Entry Network Technician (CCENT)

•Certified Customer Experience Professional

•Customer Service Management Certificate

Contact this candidate