Obiajulu Nwagu
New York
Summary
Dedicated and results-oriented Incident Manager with extensive experience in leading incident response teams and managing complex technical issues in fast-paced environments. Possessing a strong background in IT systems and infrastructure, I excel in analyzing and resolving incidents with precision and efficiency. Skilled in communication and collaboration, I leverage my expertise to coordinate cross-functional teams and stakeholders to ensure timely incident resolution and minimal impact on business operations. With a proven track record of delivering high-quality incident management services and driving continuous improvement initiatives, I am committed to upholding the highest standards of service excellence and enhancing organizational resilience in the face of challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
TechOps Team Lead
Letsgetchecked
05.2021 - Current
- Conducted thorough root cause analyses and documentation for Major Incidents, ensuring precision and integrity in incident reporting procedures.
- Oversaw Tier 1 Incident and Service Management tickets and escalations, ensuring swift resolution and adherence to service level agreements.
- Orchestrated incident management procedures through a blend of proactive monitoring, responsive incident handling, and collaboration with subject matter experts as needed.
- Designed and maintained a dynamic dashboard featuring analyses of both active and resolved incidents, incorporating key performance metrics to provide C-suite executives with real-time insights into incident management trends.
- Devised strategies for leveraging test environments to replicate incidents, fostering a culture of experiential learning among team members.
- Demonstrated adeptness in articulating and presenting technical concepts to diverse audiences, including non-technical stakeholders such as project managers and executive leadership.
- Spearheaded a process re-engineering initiative aimed at streamlining and consolidating end-to-end service processes, optimizing communication flow across 10 departments, and significantly reducing paperwork burdens by 75%.
- Conducted comprehensive workload assessments and devised innovative operational processes, resulting in a remarkable 40% increase in team productivity.
TechOps Engineer
Letsgetchecked
05.2021 - Current
- Promoted within 9 months due to outstanding performance and organizational impact.
- Improved technical support for a wide-ranging portfolio of products and services, including web applications, databases, APIs, etc., utilized by thousands of customers worldwide.
- Collaborated with equipment manufacturers to enhance product validation functionality on machines utilized for dispatch, resulting in a 30% reduction in waste and improved turnaround time.
- Designed and implemented a novel initiative in collaboration with the DevOps team to route test environments to production equipment, preventing the interaction of test data and production data in the company’s database.
- Implemented regular alerting and monitoring of network performance, resulting in an 11% reduction in network downtime through quicker response times.
- Expedited first and second-level escalation support for network, telecommunications, and security issues, delivering high-quality service and ensuring seamless operations.
Network Support Engineer
All Covered
06.2021 - 08.2021
- Offered technical assistance for diagnosing connectivity issues, and facilitated the installation and setup of network devices via email correspondence and telephonic consultations.
- Oversaw the management and administration of security policies and protocols governing VPN network connectivity and user accounts.
- Addressed and resolved internal network issues at Layer 1 and Layer 2, ensuring uninterrupted network operations.
- Handled application patches, executed data backups, implemented security updates, and managed network configurations. Additionally, performed hardware replacements, server alterations, and software application testing.
- Monitored network capacity and performance, and adeptly diagnosed and resolved intricate network issues to sustain optimal network functionality.
- Facilitated the implementation of new network technologies and upgrades, ensuring seamless integration and minimal disruption to operations.
- Collaborated with cross-functional teams to develop and implement comprehensive disaster recovery and business continuity plans.
- Provided mentorship and training to junior team members, fostering their professional development and enhancing team capabilities.
- Continuously evaluated and recommended improvements to network infrastructure and security protocols to align with industry best practices and evolving security threats.
- Led initiatives to automate routine network tasks and procedures, resulting in increased operational efficiency and reduced manual errors.
- Participated in on-call rotation to provide 24/7 support for critical network issues and emergencies, ensuring minimal downtime and maximum uptime for business-critical systems.
System Test Engineer
ZT Systems
08.2020 - 05.2021
- Utilized Python and Bash scripts to analyze and restructure test results obtained from test report files, contributing to the establishment of a company-wide database.
- Conducted production tests, performed failure analyses, and executed repair activities on large-scale cloud computing servers, ensuring adherence to quality targets and timely delivery of systems as per the overall production schedule.
- Provided comprehensive training to a team of 15 staff members on the utilization of software and tools for error code detection and resolution within the QC department, resulting in a notable 30% increase in production output.
- Created training manuals and user guides as valuable resources for expedited repairs of server builds.
- Collaborated with cross-functional production and management teams to surpass customer expectations.
- Analyzed test results and generated system-level evaluation reports to certify system performance.
IT Support Technician
Emi Technologies
02.2018 - 06.2020
- Provided technical support to end-users for hardware, software, and network-related issues, ensuring prompt resolution and minimal disruption to operations.
- Installed, configured, and maintained computer systems, printers, and peripherals, ensuring compatibility and optimal performance.
- Responded to service requests and inquiries via phone, email, or in person, prioritizing issues based on severity and impact on business operations.
- Diagnosed and troubleshooted hardware and software problems, applying appropriate solutions or escalating issues to higher-level support teams as needed.
- Administered user accounts, permissions, and access rights in accordance with company policies and security best practices.
- Assisted in the planning and execution of IT projects, such as system upgrades, migrations, and deployments, contributing technical expertise and support throughout the project lifecycle.
- Developed and maintained technical documentation, including user guides, knowledge base articles, and troubleshooting procedures, to facilitate self-service support and knowledge sharing among team members.
- Collaborated with colleagues and vendors to resolve complex technical issues and implement effective solutions, ensuring the reliability and stability of IT systems and infrastructure.
- Provided training and guidance to end-users on software applications and IT best practices, empowering them to utilize technology effectively and efficiently in their daily work.
Education
Bachelor of Science - Food Sciences And Technology
University of Nigeria
Nsukka10.2014
Skills
Communication
Incident Management
Incident Response
Root Cause Analysis
Leadership
Technical proficiency
Collaboration
Documentation
Adaptability
Certification
AWS Certified Solutions Architect - Associate
CompTIA Security+
CompTIA Network+
CompTIA A+ Certification
Timeline
Network Support Engineer
All Covered
06.2021 - 08.2021
TechOps Team Lead
Letsgetchecked
05.2021 - Current
TechOps Engineer
Letsgetchecked
05.2021 - Current
System Test Engineer
ZT Systems
08.2020 - 05.2021
IT Support Technician
Emi Technologies
02.2018 - 06.2020
Bachelor of Science - Food Sciences And Technology
University of Nigeria
Similar Profiles
Ariel MendezAriel Mendez
Account Executive at LetsGetCheckedAccount Executive at LetsGetChecked
La'Asia GorrellLa'Asia Gorrell
Manager of Customer Experience at LetsGetCheckedManager of Customer Experience at LetsGetChecked
Lexie BoucherLexie Boucher
Client Reporting Administrator (Remote) at LetsGetChecked Inc.Client Reporting Administrator (Remote) at LetsGetChecked Inc.