Delivered 3rd-level global support for Nutanix hyperconverged customers, handling escalations involving AOS, AHV, virtualization, storage layers, and distributed systems. Troubleshot complex cluster, storage, replication, and virtualization issues. Collaborated with R&D and PM teams for defect identification and product enhancements. Conducted RCA for P1/P2 incidents, developed automation tools, performed feature testing, analyzed customer install base for proactive detection, and partnered with strategic partners like VMware, Citrix, Microsoft, AWS, Red Hat/OpenShift. Monitored clusters and VMs with Grafana and Prometheus. Authored knowledge base content and mentored engineers.

Provided OS-level support for a large distributed global network. Administered AIX, Linux (RHEL/CentOS/Debian), and Windows environments. Created Ansible playbooks for server deployments and configuration standardization. Developed UNIX Shell scripts for automation. Monitored system performance, applied patches, resolved failures, optimized resources, and supported application teams to improve reliability.

Led integration and deployment of video streaming framework for VOD and TSTV for Izzi Telecom. Managed platform rollout, system configuration, end-to-end testing, coordinated with international vendors, developed and optimized SQL scripts for analytics and troubleshooting adapted to LATAM markets.

Provided L2 support for Mobile Money services across Africa focusing on operational stability, KPI monitoring, performance, and incident response. Performed triage, log analysis, platform monitoring, authored KB articles, mentored engineers, conducted root cause analysis and coordinated fixes.

Supported Cisco devices, BIG-IP F5 load balancers, DSC, and LTE/WiFi Core elements. Led troubleshooting during crisis bridges and customer escalations. Developed shell scripts to automate data parsing.

Delivered pre-sales and post-sales technical support to Tier-1 LATAM telecom operators. Enhanced Global Technical Ops processes, improved issue resolution time and customer satisfaction. Provided technical presentations, PoCs, and solution architecture guidance.

Integrated MAG gateway and multiple VAS applications for Tier-1 operators. Performed UNIX administration, database installation, end-to-end system troubleshooting. Led customer onsite activities, acceptance tests, and production go-lives. Executed connectivity, performance, and reliability tests for large-scale deployments.