Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Jerry Kamwa

Ajax,Canada

Summary

With a proven track record at eSentire Inc, I excel in Linux system administration and possess a strong ability to manage cross-functional projects, improving troubleshooting processes by 20%. My expertise in AWS and Google Cloud, combined with exceptional problem-solving skills, positions me as a dynamic candidate adept at driving technical solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Support Analyst/NOC

eSentire Inc
Waterloo, Ontario
01.2022 - Current
  • Perform routine system maintenance, including patching and upgrading Linux and Windows systems, ensuring all devices are running the latest security updates
  • Documented systems, processes, and troubleshooting steps
  • Experienced in installing software and updating Linux servers using Yum
  • Familiar with Ansible automation for patching and configuration management
  • Actively participated in process improvement initiatives and worked cross-functionally to develop, implement, and support new end-user solutions
  • Ability to learn quickly, thrive on change, handle the pressure of a customer-facing job, and troubleshoot technical issues
  • Assisted customers with how-to questions, provided product training, diagnosed and fixed bugs, and escalated complex problems to engineering teams
  • Diagnose and troubleshot software and hardware issues, ensuring timely resolution and minimal downtime for users
  • Monitor and maintained IT inventory, including software licenses and hardware, ensuring compliance with company policies
  • Knowledgeable in network monitoring tools (SolarWinds, Icinga, Nagios)
  • Adapt at multitasking, prioritizing tasks, and working under strict deadlines
  • Familiar with ITIL practices and Service Level Agreements (SLA)
  • Good understanding of Microsoft Active Directory, Office 365, DNS, DHCP services, Windows security
  • Manage support center tickets, providing timely updates and closing/escalating/reassigning as necessary
  • Develop a series of internal knowledge base articles that streamlined troubleshooting processes and reduced resolution time by 20%
  • Assist customers with how-to questions, provided product training, diagnosed and fixed bugs, and escalated complex problems to engineering teams
  • Implement and configure antivirus and virus scan software on desktops/laptops as required
  • Excellent knowledge of cloud computing (AWS and GCP cloud platforms)

Technology Analyst II/Linux System Administrator

TELUS Health Solution
10.2020 - 12.2021
  • Supported Linux infrastructure in a large enterprise environment
  • Administered CentOS and RHEL versions 6 and 7, including installations, patches, and application updates
  • Managed file systems and troubleshot both physical and virtual servers
  • Managed databases and EMR servers and applications
  • Experienced in creating and decommissioning Linux servers
  • Installed and configured Apache, providing support on Linux servers
  • Assisted users with hardware and software issues over the phone, via email, and in person, achieving a consistent first-call resolution rate of 88%
  • Strong technical ability to understand, evaluate, and implement network and best-practice security solutions
  • Excellent communication and interpersonal skills, self-motivated, quick learner, ability to work in a team and individually
  • Conducted training sessions for new employees on system usage and best practices in troubleshooting technical issues
  • Documented resolution processes and contributed to internal knowledge base articles to enhance the onboarding of new technicians and training
  • Knowledge and experience with VMware ESXi
  • Utilized Nagios, Datadog, and Grafana to monitor system performance and filesystem utilization

Cloud System Administrator/Technical Support Specialist

TELUS International
03.2019 - 08.2020
  • Company Overview: Google Cloud Platform
  • Provided technical support for Google Cloud Platform
  • Troubleshot and resolved Google Compute Engine and related service issues, demonstrating strong knowledge of Linux/UNIX
  • Analyzed Linux system performance (CPU, memory, I/O) using common troubleshooting tools (vmstat, iostat, lsof, strace, etc.)
  • Experienced with ServiceNow and Salesforce for ticket creation, content development, and management
  • Provided support through email, phone, and team collaboration
  • Experienced in customer relationship management to deliver customer needs, satisfaction, and retention
  • Solid experience with virtual machines (Google Compute Engine, VMware, Amazon EC2, etc.)
  • Strong understanding of user administration (user account creation, permission/privilege models, and access control)
  • Google Cloud Platform

Linux System Administrator

Alert Driving
11.2017 - 12.2018
  • Administered RHEL 6/7, including installation, testing, upgrading, and patching, as well as troubleshooting both physical and virtual server issues
  • Schedule and perform server upgrades, including post-upgrade validation checks
  • Troubleshot and resolved TCP/IP networking problems
  • Performed user account administration
  • Managed password aging configuration on servers
  • Experienced working on virtualization platforms of Linux servers (RedHat, VMware)
  • Set up file systems and host security
  • Inactivated direct SSH root login on servers
  • Installed and configured RAID 0/1/5 at the hardware level
  • Monitored and managed server performance using associated tools
  • Resolved system issues reported by Nagios monitoring tool
  • Performed log administration to detect and resolve system errors
  • Managed system disks using Logical Volume Manager
  • Configured and supported Apache web servers
  • Documented server baseline and procedures

Linux System Administrator

Trench Limited
01.2015 - 09.2017
  • Supported Enterprise Linux Systems and other open-source tools
  • Installed, configured, and administered RHEL (Red Hat, CentOS)
  • Troubleshot issues with Linux systems and file configurations
  • Managed Red Hat Enterprise Linux 6/7 servers and performance
  • Monitored network security through iptables and firewalls
  • Created virtual machines (KVM, VMware) and configured RHEL 6/7
  • Recommended and performed upgrades on systems to ensure longevity
  • Assisted in the organization and inventory of all desktop hardware and software resources
  • Collaborated with helpdesk and Tier 2 personnel as appropriate to determine and resolve problems in a timely manner
  • Supported users in the use of computer equipment by providing necessary training and advice
  • Used Remedy ticketing system to troubleshoot and resolve issues

Education

Bachelor of Science - Economics

University of Yaoundé Soa
01.2009

Skills

  • Linux (Ubuntu, CentOS, Red Hat)
  • Windows
  • Mac OS
  • Bash
  • User account management
  • File system configuration
  • Process monitoring
  • Network configuration
  • Active Directory
  • Installing and troubleshooting software packages
  • Managing dependencies
  • Resolving installation issues
  • Patching
  • CrowdStrike
  • Carbon Black
  • SentinelOne
  • TCP/IP
  • DNS
  • DHCP
  • VPN configuration
  • Wi-Fi troubleshooting
  • LAN/WAN
  • SSH
  • VNC
  • TeamViewer
  • Ansible
  • Slack
  • Jira
  • ServiceNow
  • Salesforce
  • Remedy
  • VirtualBox
  • VMware
  • KVM
  • AWS
  • Google Cloud

Languages

English
Native/ Bilingual
French
Limited

Certification

  • CompTIA A+
  • CompTIA Network+ ongoing
  • AWS Certified Cloud Practitioner
  • Google IT Support Professional Certificate
  • Microsoft Azure Cloud Platform
  • Red Hat Certified System Administrator (RHCSA)
  • Professional Scrum Master (PSM1)
  • Certified Scrum Master (CSM)

References

References available upon request.

Timeline

Senior Support Analyst/NOC

eSentire Inc
01.2022 - Current

Technology Analyst II/Linux System Administrator

TELUS Health Solution
10.2020 - 12.2021

Cloud System Administrator/Technical Support Specialist

TELUS International
03.2019 - 08.2020

Linux System Administrator

Alert Driving
11.2017 - 12.2018

Linux System Administrator

Trench Limited
01.2015 - 09.2017

Bachelor of Science - Economics

University of Yaoundé Soa

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Jerry Kamwa