LEWIS ONGERI
Douglasville,PA
Summary
Experienced Cloud and Enterprise Software Support Engineer with 8+ years of delivering top-notch technical support for intricate systems. Proficient in troubleshooting and resolving issues in cloud and on-premise environments, prioritizing performance, reliability, and customer satisfaction. Dedicated to providing seamless support experiences that foster user success and retention, while maintaining a performance-oriented approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Qlik Tech Inc
11.2022 - Current
- Managed 10-18 customer cases daily through Salesforce, via Zoom calls, email, and chat support to ensure timely issue resolution and high customer satisfaction.
- Provide expert technical support for Talend ETL products including Data Integration, Data Quality, Big Data, API, and Cloud Solutions across both on-prem and cloud environments.
- Troubleshoot and resolve issues with Talend Studio, Administration Center, and Talend Cloud solutions, ensuring timely resolution within Service Level Agreements (SLAs).
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintain and update knowledge base articles, support documentation, and troubleshooting guides.
- Diagnose and resolve complex installation, configuration, and migration issues for Talend products.
- Collaborate with customers and internal R&D teams to identify solutions for complex technical problems, ensuring clear and continuous communication.
- Escalate critical issues to appropriate teams and track the resolution process to completion.
Tier II Technical Support – May 2022 – September 2
Ipipeline Inc
05.2022 - 10.2022
- Managed approximately 20+ cases through Salesforce per day, and handled queries via calls, emails, and chat.
- Served as a key point of contact for escalated technical support cases, enabling faster issue resolution times.
- Took ownership of client inquiries, identifying workarounds and collaborating on long-term resolutions for pending or escalated issues.
- Provided technical support to customers on complex issues across various iPipeline products and services via phone, email, and remote sessions.
- Delivered technical training to clients on effective product usage and best practices.
- Authored knowledge base (KB) articles to enhance customer self-service and reduce recurring inquiries.
- Maintained detailed documentation of support cases using Salesforce and JIRA.
- Delivered comprehensive training sessions to end-users, fostering a deeper understanding of software applications.
- Actively participated in product release cycles, ensuring smooth transitions for existing customers while minimizing downtime.
Cloud Server Support Agent
1&1 Ionos
05.2017 - 04.2022
- Delivered technical support to customers via phone, email, and chat, resolving up to 25+ cases daily across a wide range of server-related issues.
- Diagnosed and resolved cloud server performance issues, including RDP, DNS, firewall configurations, and network connectivity.
- Supported customers in securing cloud servers, managing and restoring backups, and implementing proactive maintenance strategies.
- Performed system checks and configured new machines for optimal performance and stability.
- Investigated and resolved server access problems (SSH, RDP, Serial Console), disk and file system issues, and database and security incidents.
- Provided troubleshooting assistance for both Windows and Linux cloud environments.
- Assisted customers with basic server management tasks and empowered them with actionable troubleshooting guidance.
- Recommended tailored solutions and service enhancements based on customer requirements to optimize system performance and value.
- Streamlined backup and recovery processes, enhancing overall system stability and availability.
- Documented all support interactions using salesforce
Education
Associate of Science - Information Technology
Montgomery County Community College
Blue Bell, PA12.2023
Bachelor of Science - Computer Engineering
University of Southern Caribbean
Trinidad And Tobago12-2004
Diploma - Computer Programming
InfoTech Training Institute
Nairobi Kenya12-2003
Skills
- APIs & Web Services: REST/SOAP APIs, JSON, XML
- Cloud Platforms: AWS, Azure, GCP
- Networking: DNS, Firewalls, RDP, SSH, VPN, TCP/IP
- Databases: MySQL, MSSQL, Oracle, PostgreSQL
- Scripting/Programming: Python, Java, SQL
- Networking: DNS, Firewalls, RDP, SSH, VPN, TCP/IP
- Data Analytics: Qlik Sense, Qlik View and Qlik NPrinting
- ETL Tools: Talend Data Integration, Talend Cloud, Talend API Services
Certification
Amazon Web Services
AWS Certified Cloud Practitioner - April 2024
Databricks
Academy Accredited Databricks Fundamentals
Talend Academy
Talend Cloud Administrator Practitioner - March 2023
Talend Cloud API services August 2024
Udemy Certification
Kubernetes for beginners June 2024
Languages
English
Full Professional
Swahili
Native or Bilingual
Software
ETL & Data Integration: Talend Data Integration, Talend Cloud, Talend API Services, Talend Data Quality, Qlik Sense, and Qlik NPrinting
Cloud Platforms & Infrastructure: Hands-on experience with AWS, Databricks, and Kubernetes, along with certifications in each
Databases: Proficient in MySQL, MSSQL, PostgreSQL, and Oracle – including performance tuning, SQL querying, and troubleshooting
Programming Languages: Java, C, Python, and SQL – primarily for debugging, scripting, and automation in support scenarios
Operating Systems: Windows and Linux – for server troubleshooting, system configuration, and support of cross-platform applications
Tools & DevOps: Familiar with tools like JIRA, Git, Jenkins, and REST APIs; also experienced in documenting cases and writing KB articles
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Food Tourism
- Design and Build Websites
- Gym Workouts
- Enjoy running for overall physical and mental well-being
Timeline
Technical Support Engineer
Qlik Tech Inc
11.2022 - Current
Tier II Technical Support – May 2022 – September 2
Ipipeline Inc
05.2022 - 10.2022
Cloud Server Support Agent
1&1 Ionos
05.2017 - 04.2022
Associate of Science - Information Technology
Montgomery County Community College
Bachelor of Science - Computer Engineering
University of Southern Caribbean
Diploma - Computer Programming
InfoTech Training Institute
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