CLOVIS KILOBO
London,Greater London
Summary
Technical Support Engineer with 15 years of experience in diagnosing and resolving complex IT issues for various clients. Expertise in enhancing service delivery and mentoring teams, leading to significant operational improvements and increased customer satisfaction. Proven track record of ensuring seamless user experiences across all interactions.
Overview
15
15
years of professional experience
Work History
Technical Account Manager
Self-Employed
London, Greater London
03.2025 - Current
- Assisted customers with moving data from premises to AWS.
- Managing AWS alerts and billing.
Senior Cloud Analyst
Alfresco
London, Greater London
10.2021 - 03.2025
- Maintained comprehensive knowledge base articles detailing user interactions with cloud environment.
- Served as technical liaison between customers and internal teams, ensuring prompt issue resolution.
- Resolved post-sales non-technical inquiries via phone and electronic communication for cloud and on-premise clients.
- Developed strong customer relationships by addressing installation and maintenance queries for Alfresco products.
- Offered strategic advice to internal staff on escalated customer issues, enhancing support quality.
- Conducted in-depth research to create solutions for diverse customer challenges, improving product knowledge.
Technical Support Engineer
Alfresco Software
09.2017 - 10.2021
- Supported case management through phone, screen sharing, and online systems.
- Assisted customers with deployment using installers or container technologies like Docker and Kubernetes.
- Debugged application customizations via REST API, NodeJs, and Angular frameworks.
- Troubleshot cloud synchronization and deployment processes on AWS.
- Optimized application performance by analyzing Java Thread dumps, heap memory, and snapshots with Yourkit.
- Resolved SSO authentication issues involving LDAP, Kerberos, and SAML protocols.
- Troubleshot Maven projects built on Alfresco SDK for seamless operation.
- Enhanced search services by tuning database and indexing systems such as Solr and Elastic Search.
Senior Support Engineer
ELM Solutions (part of Wolters Kluwer corporation)
08.2016 - 09.2017
- Supported customers through CRM system, phone, and chat channels.
- Monitored cloud service availability, reporting issues to SaaS operations team.
- Facilitated invoice submissions to TyMetrix 360 e-billing and matter management solution.
- Organized onboarding sessions for new customers to enhance integration.
- Resolved e-billing errors related to non-compliance issues.
- Customized premium customer accounts utilizing API for tailored solutions.
- Troubleshot workflows, optimizing automation in invoice processing.
Senior Technical Support Engineer
Digital Guardian (Former Verdasys)
05.2014 - 05.2016
- Handled incoming support requests via phone, chat, and email channels.
- Assisted customers in developing Data Loss Prevention policies.
- Troubleshot kernel and memory dumps from DLP agents using WinDBG.
- Resolved conflicts between DLP agents and anti-virus/encryption software.
- Diagnosed application crashes and system hangs, including BSOD issues.
- Reproduced issues in VMware to align with customer use cases.
- Troubleshot client-server communication, resolving user login problems.
- Optimized ETL processing and tuned databases for enhanced performance.
Application Support Analyst
Ivanti (Former Frontrange)
07.2013 - 05.2014
- Captured and logged all inbound incidents using internal incident management tool.
- Assisted customers with IT system platforms for effective incident management and ITIL service delivery.
- Customized workflows and applications via REST API to satisfy client requirements.
- Troubleshot customer incidents, achieving resolution within defined response times.
- Resolved email flows, optimized databases, and addressed network connectivity issues.
- Tested products and documented potential issues for future reference.
- Created knowledge base articles and prepared escalations on behalf of customers.
Technical Support Representative (French Speaking)
GFI Software
09.2010 - 07.2013
- Managed incoming support requests via phone, email, and chat for French and English-speaking customers using Salesforce.
- Provided application support to internal teams and external customers by managing technical support calls.
- Troubleshot issues across nine GFI products, including mail flow management and spam retention.
- Resolved DNS and database issues to ensure optimal system functionality.
- Mentored new hires and partners to enhance team performance.
- Maintained testing cloud environment for support team to facilitate efficient troubleshooting.
Education
BSc (Hons) - Network Systems
Sunderland University
United Kingdom07.2009
Master of Science - Electronic
University of Kinshasa
DRC01.2002
Skills
- Virtualization and containerization technologies
- Ticketing systems
- Application support
- Analytical thinking
- Root cause analysis
- SLA and workflows
- Linux administration
- database maintenance
- Team collaboration
- Docker and Kubernetes
- Rest API
- AWS troubleshooting
- ElasticSearch
- Customer relationship management
- Java and Apache Tomcat
Additional Information
British citizen, English, French, full and clean driving license, enjoy working remotely
Hobbies and Interests
- Like watching football and have subscribed to the whole BT sport package
- Like travel to Africa in wild parks and has visited Congo, Rwanda, Uganda and Ethiopia
Customer Care Skills
- Certified Customer Service Professional
- Good communication and experience in handling upset customers
- Building confidence by resolving issue in timely manner for customer satisfaction
- Customer facing experience and on-site work
Languages
French
First Language
English
Proficient (C2)
C2
Timeline
Technical Account Manager
Self-Employed
03.2025 - Current
Senior Cloud Analyst
Alfresco
10.2021 - 03.2025
Technical Support Engineer
Alfresco Software
09.2017 - 10.2021
Senior Support Engineer
ELM Solutions (part of Wolters Kluwer corporation)
08.2016 - 09.2017
Senior Technical Support Engineer
Digital Guardian (Former Verdasys)
05.2014 - 05.2016
Application Support Analyst
Ivanti (Former Frontrange)
07.2013 - 05.2014
Technical Support Representative (French Speaking)
GFI Software
09.2010 - 07.2013
BSc (Hons) - Network Systems
Sunderland University
Master of Science - Electronic
University of Kinshasa