Kelvin Uchenna

KELVIN UCHENNA Contact: Available upon request | Based in Nigeria LinkedIn: linkedin.com/in/kelvin-uchenna Portfolio: kelvincloudops.site | GitHub: github.com/Kelvin-Uchenna PROFESSIONAL SUMMARY Results-driven Remote Technical Support, Cloud & Systems Operations Specialist with over 4 years of experience providing enterprise-level support, infrastructure optimization, and workflow automation for SaaS and IT environments. Highly skilled in CRM platforms (Zendesk, Intercom, Freshdesk, HubSpot, Salesforce, Zoho CRM) and automation tools (Zapier, n8n, Power Automate). Proven ability to deliver efficient technical resolutions, ensure service reliability, and enhance customer satisfaction across global remote teams. CORE COMPETENCIES - Technical & Customer Support (Email, Chat, and Phone) - Cloud Computing (AWS, Azure, GCP) - CRM & Helpdesk Systems (Zendesk, Intercom, Freshdesk, Gorgias, HubSpot, Salesforce, Zoho CRM, Attio, Jira) - Workflow Automation (Zapier, Make, n8n, Power Automate) - API Integrations & Process Optimization - DevOps & Infrastructure Tools (Docker, Terraform, GitHub Actions, CI/CD) - SaaS Product Support & User Onboarding - Incident Management & Root Cause Analysis - Documentation | SOP Development | Knowledge Base Creation - Remote Collaboration Tools (Slack, Asana, Trello, ClickUp) PROFESSIONAL EXPERIENCE Technical Support Specialist | Edlom Consulting (Remote) Jan 2024 – Sep 2025 - Delivered Tier 2 technical support for global SaaS clients across Zendesk, Freshdesk, Intercom, and HubSpot systems. - Resolved 50+ tickets daily with 97% client satisfaction, focusing on CRM, API, and system integration troubleshooting. - Deployed workflow automation with Zapier and HubSpot CRM to reduce manual handling by 30%. - Collaborated with DevOps on technical diagnostics, system stability, and integration performance improvement. - Authored process documentation and internal guides, reducing issue resolution time by 25%. Cloud Support Engineer | WALT Labs (Remote) Feb 2023 – Dec 2023 - Supported hybrid multi-cloud systems (AWS, GCP, Azure) ensuring 99.8% uptime and SLA compliance. - Used Jira and incident.io for tracking and incident management across support teams. - Automated infrastructure deployments with Terraform and Docker, improving deployment speed by 40%. - Developed proactive monitoring dashboards with Grafana to reduce downtime by 30%. Automation Systems Engineer | We Create With Ltd (Remote) Oct 2022 – Jan 2023 - Designed multi-system automation workflows integrating Zapier, Clay, n8n, Notion, and Google Sheets. - Integrated CRM data pipelines linking HubSpot, Zoho CRM, and Salesforce APIs. - Created webhook logic and automation rules for dynamic SaaS reporting workflows. - Prepared technical documentation supporting maintainability and knowledge transfer. Technical Operations Engineer | Bolt Farm Treehouse (Remote) Jul 2022 – Oct 2022 - Developed automation APIs improving internal process efficiency by 40%. - Built operational dashboards using React and Node.js for live data visualization. - Managed CI/CD pipelines and GitHub versioning to streamline deployments. - Coordinated with developers to implement AI-based communication for enhanced user experience. Customer Service & CRM Specialist | Symetra Financial (Remote) Feb 2021 – Jul 2022 - Delivered end-to-end customer support for insurance and financial service clients. - Managed customer data and retention using Salesforce and HubSpot CRM. - Maintained 98% data accuracy in claim processing within SLAs. - Trained and mentored new team members on CRM operations and compliance standards. Helpdesk & IT Support Specialist | AnswerNet / SaviLinx (Remote) Jan 2020 – Jan 2021 - Provided multichannel (phone, chat, ticket) technical support for enterprise clients. - Configured user accounts, email, and permissions in Microsoft 365 and Azure AD. - Performed remote troubleshooting for network and OS-level incidents. - Developed SOP documentation improving workflow efficiency by 20%. EDUCATION University of Calabar, Nigeria — B.Sc. Science Laboratory Technology CERTIFICATIONS Cloud & DevOps - AWS Certified Cloud Practitioner - Google Cloud Associate Engineer - Microsoft Certified: Azure Fundamentals - Docker Certified Associate - Terraform Associate Certification Automation & Integration - Zapier Advanced Automation Specialist - n8n Workflow Automation - API Design & Webhook Logic Certification Customer Service & CRM - HubSpot CRM Implementation Certification - Zendesk CX Professional Certification - Salesforce Service Cloud Consultant - Intercom Customer Experience Management - Freshdesk Expert Certification IT & Security - CompTIA A+ - CompTIA Network+ - Cybersecurity Fundamentals (LinkedIn Learning) TECHNICAL TOOLKIT AWS | Azure | GCP | Docker | Terraform | Git | GitHub | Jenkins | Zapier | n8n | Power Automate | HubSpot | Salesforce | Zendesk | Freshdesk | Intercom | Gorgias | Zoho CRM | Attio | Notion | Jira | Trello | Slack | Webflow | Google Workspace | Microsoft 365 | JSON | REST APIs | SQL | Python (Basics) AWARDS & HIGHLIGHTS - Designed and deployed a 2-tier AWS VPC hosting solution with EC2, NGINX & S3. - Improved cloud performance by 25% through automation and proactive monitoring. - Integrated over 10 SaaS systems into unified automation workflows for real-time synchronization. - Consistently maintained CSAT ratings above 95% in remote technical and customer support roles.