Work experience

Evolve
IT Technical Support Engineer| June 2023 - November 2023

• During my time in Evolve, I was part of the incident response team
• I facilitated the analysis of customer permission requests, acting as a liaison between them and IT teams to ensure the right level of access was granted according to ITIL and Information Technology Service Management principles.
• I managed inbound calls from customers regarding pertinent IT / Application issues they were facing, while escalating other issues to the appropriate teams
• In order to identify the root cause I remoted in customers machines and did the necessary troubleshoting. Most issues were contained, resolved and reported or documented.



Couchbase, Inc
Technical Support Engineer | July 2022 - October 2022

• Engaged with customers to troubleshoot on-premise Couchbase cluster deployments.
• Troubleshooted and debugged SDK connectivity to Couchbase Server.
• Conducted log analysis and provided Root Cause Analysis (RCAs) for a comprehensive understanding of issues, suggesting ways to better mitigate future occurrences.
• Filed tickets and collaborated with Software Development Engineers (SDEs) to address bugs for upcoming releases or create product enhancements/features.
• Assisted customers in the proper installation of Couchbase products, offered guidance on data migration through cross-data center replication (XDCR), and provided advice on efficient service collocation, high availability, and elimination of single points of failure.
• Performed network troubleshooting using tools such as Wireshark, open-source tools, and Linux.
• Offered workarounds if a service was not functioning correctly, such as the use of APIs to perform tasks via the terminal instead of the UI.
• Participated in weekend on-call shifts.

Cloud Support Engineer (DBAAS) ~ AWS, Azure, GCP | February 2022 - October 2022

• Reproduced, tested, and identified issues affecting customers, resolving them promptly.
• Did log analysis to troubleshoot issues and provided Root Cause Analysis (RCA).
• Wrote / enhanced runbooks and knowledge articles to assist both the team and new hires.
• Participated in weekend on-call shifts to monitor infrastructure and support customers during outages.
• Collaborated closely with Product Managers, Software Development Engineers (SDEs), and Site Reliability Engineers (SREs) to address bugs and worked collaboratively on providing effective workarounds as patches were been developed
• Demonstrated exceptional problem-solving skills, proactively addressing issues before they impact business productivity.
• Worked in a distributed environment with numerous micro-services constituting the Couchbase product, whilst collaborating with a diverse team spread across various regions of the world.
• Debugged SDKs and Connectors in various environments (PHP, NodeJS, Java, Python, Go, etc.) to resolve issues and unblock customers, enabling them to continue their activities.
• Debugged and did troubleshooting on Couchbase Autonomous Operator (CAO), which operated natively on Kubernetes and was deployed using scripts and Terraform.



Amazon, Inc
Problem Solver | August 2018 - August 2021

• Tracked shipment priorities via Amazon's internal database, ensuring timely departures through proactive monitoring.
• Processed and prepare inventories for robot stowing, contributing to efficient outbound flow.
• Worked in tandem with SLAM operators, Process Guides, and Problem Solvers.
• Employed proactive problem-solving to improve overall workflow efficiency.

SLAM Operator | May 2018 - August 2021

• Streamlining SLAM Operations: I played a crucial role in keeping shipments flowing smoothly out of the building by proactively monitoring and maintaining SLAM machines, contributing to timely deliveries and satisfied customers worldwide.
• Tackling Challenging Shipments: When automated systems flagged issues, I diligently processed those shipments manually, ensuring no delays in the overall flow.
• Proactive Problem-Solving: I identified recurring error patterns from machine flags and actively provided feedback to associates, enabling continuous improvement.
• Championing Safety and Efficiency: During daily stand-ups, I took ownership, offering creative solutions to common safety and productivity issues, promoting a streamlined and safe work environment.
• Collaborative Maintenance: I kept RME (Reliance Maintenance Engineering) informed on SLAM status and promptly raised tickets in Amazon's internal system to address technical problems, ensuring swift resolution.

Learning and Development | Feb 2018 - August 2021

• I onboarded and trained new hires on Amazon's safety, quality, and productivity standards, equipping them for success in their workflow.
• By shadowing new instructors, I guaranteed efficient TWI (Training Within Industry) practices and proper locking of training modules on Amazon servers.
• I handled ticket processing to ensure new hires received necessary permissions based on successful training completion.
• Through daily ADAPT (Associate Development And Performance Tracker) coaching, I helped associates improve performance metrics and addressed any workflow deviations impacting quality standards.
• Through constructive feedback, I encouraged associates to adopt ownership and uphold Amazon's core principles: High Standards, Frugality, and Customer Obsession.

   Projects in source control