Boluwatife Ukanah

About

Cloud Support Engineer with a rich background in customer service, social work, and technical assistance. Experienced in providing technical support for Azure virtual machines, handling complex customer issues, and collaborating with cross-functional teams to deliver solutions. Previously worked in roles ranging from customer service to clinical social work, showcasing versatility and a strong commitment to client satisfaction.

Experience

• Cloud Support Engineer · Tek Experts2023-02-01 – 2024-06-01

  1. Provide expert-level technical assistance to customers regarding Azure virtual machines, troubleshooting VM-related issues, and resolving problems promptly. 2. Respond to incidents, outages, and service disruptions related to Azure VMs, performing root cause analysis and implementing corrective actions. 3. Interact with customers professionally and courteously to understand their VM-related needs, provide guidance, and address queries effectively. 4. Maintain detailed records of customer interactions, incidents, and resolutions in a structured manner. 5. Collaborate with cross-functional teams, including Azure architecture, networking, and security teams, to resolve complex VM-related issues and implement solutions. 6. Resolve customers VMA, connections, configurations, setup, and migrations, ASM to ARM. 7. Handled all cases with confidential standards and collaborated with peers, teammates, TL, SME's and with other global support engineer. 8. Challenged daily with different cases to provide broader capabilities to customers as Azure expands. 9. Provide support for cases ranging from Sev. A to C and appropriately escalated complex cases to the relevant teams using internal tools like DFM, Jarvis, Kusto Query, and Case Parser. 10. For critical issues, I manage customer expectations, formulate action plans, and maintain professional communication with all stakeholders involved.

• Customer Service Specialist · Makintouch Consulting2021-09-01 – 2022-08-01
• Customer Service Executive · Rock Logistics2020-09-01 – 2021-08-01

  1. Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction. 2. Answer phone calls and listen to clients' concerns regarding their requests. 3. Daily entry of customers’ interaction details on the company’s website, track requests, document problems, and record solutions offered. 4. Assisting customers with settling appointments, shipping, and special order requests, arranging pick up at different locations.

• Teacher · Ministry of Youth & Sports, Oyo State Government2019-06-01 – 2020-06-01

  1. Assessed submitted class assignments, determined grades, and reviewed work with struggling students to boost success chance. 2. Used tests, quizzes, and other assignments to gauge students learning and determine understanding of course materials.

• Social Worker · HEART OF GOLD HOSPICE INC2018-06-01 – 2018-08-01

  1. Perform domestic chores and personal care whilst offering a degree of companionship. 2. Client involvement in school work and playtime. 3. Case evaluation and assessment.

• Clinical Social Worker · Lagos State Government2018-01-01 – 2018-03-01

  1. Maintained regular contact with clients by calling and visiting clients' homes. 2. Organized clinical documentation, treatment plans, and referrals. 3. Updated treatment plans on a monthly basis, with the latest intervention strategies and progress notes.

• Social Worker · The Old People’s Home Yaba2017-06-01 – 2017-08-01

  1. Case evaluation and management. 2. Provide individual counseling to old persons on personal issues and providing emotional support. 3. Weekly consultation with doctors and caregivers to discuss new strategy including treatment, recommendations and old person’s progress.

• Social Worker · Modupe Cole Memorial Childcare, Treatment and Home School2017-01-01 – 2017-03-01

  1. Ward rounds and daily checkup of child. 2. Reviewing of case files and writing detailed assessments for each child under my care. 3. Making decisions and recommendations.

Education

• University of LagosB.sc, Social Work

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