Matthew Oluwatosin Johnson
Technical Support Engineer
Professional Summary
A competent and detailed problem solver, a goal driven individual with proven records in supporting Information Systems Workflow, Business Analysis, Business Intelligence and Technical Support. With extensive experience of working at the front-line helping clients resolve technical IT issues to possessing excellent client facing, problem solving and analytical approach to issue resolution, I am able to contribute to organizational growth while also supporting best practices, procedures and policies within the organization I find myself. I am also a very strong time manager and a team player with excellent people management abilities, a good communicator and a learner.
Work Experince
Perform and complete Technical Support duties using primarily the following technologies;
- Jira
- Confluence
- Git | Github
- Salt Stack
- Python
- Ubuntu Linux
- OpsGenie
- Sentry
- Google Cloud Platform
Primary Job Role;
- First line of internal support, diagnosing, solving and reporting on internal issues
- Provided expert first-line internal support, resulting in quick resolution of technical issues and improved customer satisfaction.
- Work closely with the delivery team to diagnose and resolve support issues
- Manage and align support knowledge base with the delivery team
- Perform deployments to customer environments and support their smooth operations
- Design, document and develop new solutions
- Proactively identified and resolved application errors by establishing root causes, resulting in increased stability and improved customer experience.
- Contribute to improving, stabilizing, and further developing existing solutions and applications
- Managed a robust Python-based API solution with minimal downtime and high level of availability, resulting in improved end-user experience and increased customer satisfaction.
Perform and complete Administrative/DevOps tasks and troubleshooting using primarily the following technologies;
- Kubernetes (Intermediate)
- Docker
- Git | Github
- Terraform (Intermediate)
- Jenkins
- Gitlab
- Ubuntu Linux
- Amazon Web Services
Perform and complete Linux Systems Administrative tasks and troubleshooting in areas primarily;
- Operation of Running Systems
- User and Group Management
- Networking
- Service Configuration
- Storage Management
- Monitoring systems performance
- Provided efficient Level 1 and 2 support for Percee Investment Limited’s in-house and 3rd party applications, ensuring seamless deployment of new software, enhancements, and patches across all environments and in accordance with the project lifecycle, resulting in improved system performance and reliability.
- Supported with the development of business Intelligence dashboards and reports which helped decision makers with detailed Insight into the business financial health.
- Installation, configuration and management of various applications such as IIS, MSSQL, Sage Enterprise Intelligence, Sage Intelligence (Sage Business Intelligence toolkit), Sage 300 ERP and various inhouse build applications using SDLC process.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Developed and provided technical solutions for day-to-day operations and long-range strategic planning of scheduling and finance system for users.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Evaluate and adopt new technologies to address changing industry needs.
- Provided end-to-end manual application testing and API testing with Postman to ensure the software created by developers is fit for purpose and any bugs or issues are removed within a product before it gets deployed to everyday users.
- Knowledge of containerization of software application using docker and git
- Worked with business associates and vendors to effectively plan, deploy, document and maintain the distributed application environments’ additions and changes as required.
- Lead technical evaluations, proof of concept’s and/or provides technical recommendations within discipline.
- Provided Level 1 and 2 support of Percee Investment Limited’s in-house and 3rd party distributed production applications as well as deployment of new software, enhancements, and patches across all environments and in conjunction with the project lifecycle.
- Familiarity with supporting database, application & web servers in a high-availability high-performance clustered environment.
- Reviewed system requirements and business processes; debugs and implements software solutions and make recommendations on process improvements as required.
- Conducted a wide range of moderately complex technical analyses to ensure that software meets or exceeds specified standards and end-user requirements.
- Deployed VM’s, SQL Databases and Storage accounts in Microsoft Azure as part of project to move application to cloud.
- Performed root cause analysis for all issues assigned and worked with development teams to fix issues Involved in end-to-end troubleshooting for any application slowness/service interruptions by looking at IIS Logs, Event Viewer, Debug View and Developer tools.
- Developed business architecture using requirements such as scope, processes, alternatives, and risks and also analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.
- Conducted levels of testing including functional, regression, user acceptance, integration, and performance to verify the client’s needs are met and communicate client’s business requirements by constructing easy- to-understand data and process models.
- Translated stakeholder requirements into tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams also Identify and reconcile errors in client data to ensure accurate business requirements.
- Drafted and maintain business requirements and align them with functional and technical requirements.
- Ensured the effective management of trucks used for hauling containers in and out of the holding bay.
- Supervised and coordinated the preparation of trucks for hauling containers and ensured all containers received and transferred are well documented within the Haulage Management System saving the company from revenue loss.
- Coordinated daily container movement and provided needed technical support for shippers (Owners of the containers) with the help of an In-house Haulage Management System Application.
Professional Training and Certification
Aviatrix Certified Engineer - Aviatrix Systems, Inc, USA (ACE CERT NO: 2021-10597)
Project Management Professional - Hundred Degree, Ogba, Lagos, Nigeria
Business Analyst Professional - Ceil Consulting, Lagos, Nigeria
Telecoms Engineering - Intra-Metropolitan, Lagos, Nigeria
Oracle Database Administration - Megalios IT, Lagos, Nigeria