BERTRAND NJAMUTOH

• 8+ years of experience across technical support, cloud infrastructure and systems administration, for multinational SaaS and enterprise organizations (10,000+ employees, up to $1B+ yearly revenue)
• Managed 200+ enterprise support cases with 98% SLA compliance and 4.8/5 customer satisfaction, reducing escalations by 20% through improved issue reproduction and cross-team collaboration
• Partnered with Engineering and CloudOps to reproduce and resolve complex customer-impacting incidents, cutting average resolution time by 15% and reducing repeat escalations by 20%
• Scaled a self-run tech business to $1.5M+ revenue and 4,000+ global customers in 5 years, leveraging multilingual fluency (English, French, Chinese) to deliver cross-cultural client support and grow international reach

World-leading Language Service and Content Solutions Provider, delivering large-scale SaaS translation, AI solutions and localization platforms used by multinational customers.

• Provided customer-facing technical support for enterprise SaaS platforms across multi-region cloud and on-prem environments, maintaining 98% SLA compliance and a 4.8/5 CSAT, while reducing escalations by 20%
• Managed 200+ enterprise SaaS support cases involving workflow execution, authentication, and application reliability issues, cutting resolution time by 15.7% through Graylog-driven log analysis and structured Jira-based triage
• Reproduced complex SaaS issues through workflow analysis and configuration testing, implemented interim workarounds to minimize service disruption, and escalated systemic defects to Engineering and CloudOps for permanent remediation
• Authored and maintained 25+ internal and customer-facing knowledge base articles, reducing repeat incidents by 20% and improving onboarding efficiency for new engineers

Cloud-based outbound sales engagement platform providing unlimited email sending, multi-channel outreach (email, LinkedIn, calls), and AI-assisted campaign creation for sales teams and agencies.

• Implemented full-stack observability on AWS EC2 infrastructure using Datadog (APM, metrics, traces, logs), deploying agents across instances to enable per-second monitoring and deep process-level visibility, contributing to a 50% improvement in operational efficiency
• Engineered automated alerting pipelines by integrating Datadog monitors with Slack, ensuring real-time incident notifications to engineering teams and reducing response latency, resulting in a 50% reduction in service usage failures
• Designed and configured EC2 Auto Scaling using Target Tracking policies, maintaining optimal utilization (70% average CPU) during traffic spikes and low-demand periods, improving availability while reducing overprovisioning and compute waste
• Leveraged high-granularity performance monitoring and proactive incident detection to enhance system reliability, driving customer satisfaction and increasing platform ratings from 2.2 to 3.3 during tenure

Global consumer electronics sourcing and tech support business providing hardware solutions and technical support to international customers.

• Delivered tier-1 and tier-2 technical support for international customers, resolving hardware, software, connectivity, and system configuration issues
• Supported a global customer base of 4,000+ users, developing strong customer empathy, communication skills, and long-term trust
• Implemented VPN and remote access solutions to improve security and reliability for distributed customers
• Built and scaled a self-run tech business to $1.5M+ in revenue, reinforcing strong ownership, accountability, and customer-centric thinking

A serverless, cloud-native resume website built entirely on AWS, following the Cloud Resume Challenge framework.

• Built and deployed a static resume website on AWS S3 with CloudFront CDN and custom domain (nbertcloudwizard.org) secured with ACM SSL certificate
• Implemented a serverless visitor counter using AWS Lambda (Python), API Gateway, and DynamoDB with on-demand pricing
• Configured Route 53 DNS with hosted zones, A records, and CNAME records pointing to CloudFront distribution
• Documented troubleshooting experiences including S3 Content-Type issues, CloudFront origin misconfiguration, and DynamoDB schema design