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Wilbert
CritSit Manager at Teknowledge with 3+ years in Cloud Support and Incident Management
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Competencies
Expertise in diagnosing complex network and system issues to ensure rapid resolution.
Proficient in managing and documenting technical cases to ensure thorough resolution and follow-up.
Solid understanding of network infrastructure and protocols for effective troubleshooting.
Skilled in delivering technical support and maintaining customer satisfaction.
Summary
Wilbert is a dedicated support specialist with over 3 years of experience managing critical incidents in cloud services and enterprise networks. Skilled in troubleshooting, case management, and stakeholder communication.
Key Achievements
- Led resolution coordination for critical Azure incidents, minimizing downtime and impact for clients.
- Managed complex network and system troubleshooting at Cisco TAC, ensuring timely and effective solutions.
- Streamlined communication between technical teams and stakeholders, enhancing incident resolution efficiency.
- Provided high-quality customer support at Sykes, maintaining service metrics and resolving technical issues.
Experience
CritSit Manager – Microsoft Azure Services
Manage critical situations and high-priority incidents impacting Azure customers. Coordinate communication between stakeholders and technical teams to drive issue resolution. Maintain visibility, case tracking, updates, and follow-through during active incidents. Support escalation management and documentation throughout the incident lifecycle
Tier 2 Technical Support Engineer
Managed B2B enterprise customer cases from intake through resolution while maintaining communication and documented next steps. Investigated and troubleshot complex network and system issues using a structured root-cause approach. Analyzed application and system logs using Linux tools to isolate issues and identify root causes. Resolved incidents involving CPU, memory utilization, interfaces, and system crashes. Worked across multiple concurrent cases and prioritized critical incidents. Created Root Cause Analysis documentation for critical incidents and escalations. Trained new team members on troubleshooting procedures and platforms
Customer Service Representative
Delivered customer support through calls and case handling while maintaining service quality metrics. Resolved account and technical issues efficiently and documented customer interactions