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Henry
Technical Support & DevOps Engineer with 8+ years in IT services
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Competencies
Handled troubleshooting and customer support for internet services, device functionalities, and account management across multiple projects.
Automated deployment pipelines and infrastructure using Jenkins, Docker, Kubernetes, and AWS for multiple environments.
Supported and configured network connections like ADSL and fiber, plus router settings and email support.
Provided remote technical support and maintained client records, ensuring high-quality customer experience.
Proficient in Word, Excel, PowerPoint, Active Directory, and server virtual environments like Citrix.
Education
Languages
Summary
Dedicated technical support agent and DevOps engineer with over 8 years of experience supporting network, hardware, and cloud infrastructure. Skilled in automating deployments, troubleshooting diverse technical issues, and providing exemplary customer service.
Key Achievements
- Supported diverse customer technical issues involving network, device, and service troubleshooting across multiple brands and projects.
- Automated infrastructure deployment and management using Docker, Kubernetes, and AWS, enabling faster rollout and environment consistency.
- Provided Level 2 technical support, resolving complex issues through systematic research, recognition, and follow-up processes.
Experience
Technical support Agent on Cable and wireless project (English Department)
Analyze the issues with the information given by the customer and provide support to the different kinds of service provided by the company like ADSL connections, fiber, email support, and settings on routers., Identify if the inconvenience is the service provided by the company or the personal...
Customer representative (project Best Buy)
Support the customer with any information regarding item prices or resolve any issue with the credit information remote technical support., Use a computerized system for tracking, information gathering, and trouble-shooting issues to provide a high-quality customer experience., Maintain and update...
Technical support representative (Geek Squad)
Analyze based on facts and inquiries regarding technical damages and provide advice on functionalities of the devices (computers, routers, modems, and others)., Register and escalate situations that require specialized assistance and management of North American clients who present discomfort...
(OPC) Technical support L2 (Dupont)
Provides L2 technical support and resolution of reported problems by telephone and email., Activities include recognition, research, isolation, resolution, and follow-up steps.
DevOps Engineer
Infrastructure automation with tools like Docker and Kubernetes., Continuous deployment (CI) and continuous delivery (CD) with Jenkins to build and deploy changes to different environments like SIT, UAT, DEV, and PROD., Cloud management with AWS.