BARBARA WANJOHI
Nairobi
Summary
Dedicated Technical Support Analyst with a strong background in IT and a passion for sports. Offering 4+ years of experience in DevOps engineering, CI/CD pipeline management, and cloud optimization. Proven track record of achieving operational efficiency and delivering exceptional customer support. Excels in Linux administration, GIT, and network administration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer - Containers
Amazon Web Services
12.2023 - Current
- Provide exceptional technical support and guidance to AWS customers using container services such as EKS, ECS and ECR to ensure customer satisfaction
- Reproduce and resolve customer issues related to container deployments, networking, security, and performance tuning in AWS environments
- Troubleshoot and resolve customer inquiries and technical issues for efficient issue resolution
- Perform in-depth root cause analysis to address underlying factors of container-related problems
- Create and maintain technical documentation to assist customers in utilizing container services effectively
- Collaborate with customers to optimize container workloads for enhanced performance on AWS
- Stay updated with the latest trends in container technologies, DevOps, and cloud computing
- Apply advanced troubleshooting techniques to provide unique solutions to customers' needs
- Interact with leading engineers globally and partner with AWS teams to resolve customer issues
- Provide feedback to internal teams for service improvement
- Drive customer communication during critical events and enhance support processes
- Drive projects to improve technical support processes and customer experience
- Write tutorials, how-to videos, and technical articles for the developer community
Site Reliability Team Lead
Software Group Limited
07.2023 - 11.2023
- Lead a high-performance Site Reliability team in delivering exceptional operational support
- Streamlined processes, enhanced efficiency, and executed service improvement projects
- Initiated and executed service improvement projects, achieving measurable enhancements
- Collaborated with stakeholders and teams to enhance project delivery and customer satisfaction
- Managed a team of employees, fostering a growth-oriented environment
DevOps Engineer
Software Group Limited
07.2020 - 06.2023
- Achieved an impressive 80% enhancement in deployment, security, and cost efficiency through the optimization of CI/CD pipelines
- Collaborated seamlessly within Agile and SDLC methodologies, fostering cross-functional project execution
- Exhibited proficiency in Linux, GIT, network administration, and cloud services
- Spearheaded troubleshooting, monitoring, and continuous improvement initiatives, driving operational efficiency to 90%
- Maintained vigilance in monitoring systems and spearheaded root cause analyses for ongoing enhancements
L1 Technical Support Engineer
Software Group Limited
07.2015 - 07.2020
- Demonstrated prompt and responsive handling of customer inquiries across various communication channels, consistently achieving 100% adherence to response time targets
- Resolved 90% of technical issues and meticulously documented interactions and solutions
- Provided expert technical assistance, resulting in elevated customer satisfaction
Quality Analyst
Software Group Limited
08.2014 - 07.2015
- Diligently executed comprehensive test cases, yielding a remarkable 95% defect detection rate through a blend of manual and automated testing
- Collaborated synergistically with developers to curtail defects and post-release issues
- Mentored junior QA engineers, cultivating a 20% enhancement in testing skills
System Analyst
Space Enterprises Limited
05.2013 - 02.2014
- Masterminded the design, development, and meticulous maintenance of system solutions employing MS SQL, Apache, and Oracle, culminating in a 20% system performance boost
- Efficiently executed data integration processes utilizing Talend Open Solution, reducing data processing time by 30%
- Coordinated harmoniously with cross-functional teams to ensure solutions impeccably met requirements, garnering a 95% satisfaction rate from stakeholders
- Conducted rigorous system and data analysis, pinpointing and resolving potential performance bottlenecks, resulting in a 15% system efficiency surge
Technical Support Engineer
Infiniti Systems Limited
05.2012 - 12.2012
- Manned the frontlines as the primary point of contact for support, guaranteeing prompt and effective issue resolution for owned solutions and products
- Fine-tuned root cause analysis procedures and executed corrective actions, manifesting in a 30% reduction in recurring issues and bolstered product stability
- Collaboratively addressed identified issues and recurrent customer complaints with team members, precipitating a 20% decrease in customer escalations and enhanced customer retention
Technical Support Engineer
Rivotek Kenya Limited
11.2010 - 11.2011
- Guided technical support to customers through chat and phone channels, maintaining a 95% customer satisfaction rating
- Expertly guided technical support endeavors through chat and phone channels, consistently maintaining a 95% customer satisfaction rating
- Facilitated productive team meetings, offering invaluable feedback that catalyzed a 15% improvement in processes and procedures
- Contributed actively to the development of knowledge-based articles and training materials, enriching self-service options for customers and driving a 20% reduction in support ticket volume
Education
Bachelor of Science - Information Technology
Jomo Kenyatta University
04.2010
Diploma - Information Technology
Jomo Kenyatta University
11.2007
Skills
- Infrastructure as Code (IaC)
- Terraform
- CloudFormation
- CI/CD
- Jenkins
- GitLab
- Azure DevOps
- AWS
- Azure
- Docker
- Kubernetes
- Ansible
- Prometheus
- Grafana
- ELK Stack
- Git
- Github
- Linux
- Ubuntu
- CentOS
- Red Hat
- Bash
- Python
- NodeJs
- Agile
- Scrum
- Kanban
- Jira
- Confluence
Certification
- MICROSOFT AZURE FUNDAMENTALS (AZ-900), 06/2020
- CERTIFIED INFORMATION SYSTEM AUDITOR (CISA), 12/2014
Timeline
Cloud Support Engineer - Containers
Amazon Web Services
12.2023 - Current
Site Reliability Team Lead
Software Group Limited
07.2023 - 11.2023
DevOps Engineer
Software Group Limited
07.2020 - 06.2023
L1 Technical Support Engineer
Software Group Limited
07.2015 - 07.2020
Quality Analyst
Software Group Limited
08.2014 - 07.2015
System Analyst
Space Enterprises Limited
05.2013 - 02.2014
Technical Support Engineer
Infiniti Systems Limited
05.2012 - 12.2012
Technical Support Engineer
Rivotek Kenya Limited
11.2010 - 11.2011
Diploma - Information Technology
Jomo Kenyatta University
Bachelor of Science - Information Technology
Jomo Kenyatta University
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