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    1

    IBM Software Support Engineer

    Technical expertise in software development, networking, and cybersecurity solutions. Proven ability to deliver high-quality technical solutions, build scalable applications, and mentor diverse teams.

    ContactLinkedInGitHub
    Carmel Nguelebek

    Experience

    Software Support Engineer

    IBM•Toronto, Ontario
    May 2024 – Now

    • Diagnosed and resolved critical software issues on the QRadar SIEM platform, collaborating with cross-functional engineering teams.
    • Designed Python-based tools to automate diagnostic processes, reducing troubleshooting time by 25%.
    • Led client consultations to streamline onboarding and integrate third-party tools (e.g., Palo Alto, Splunk) with QRadar.
    • Managed workflows using Jira and Salesforce, ensuring efficient issue tracking and client engagement.

    Technical Lead, Voip Support Engineer

    Cloudli Communications•Montreal, Quebec
    June 2022 - May 2024

    • Lead Technical Support Agent Level 1: Managed technical support agents and help resolved issues with PBX, SIP trunks, Asterisk server logs and network problems.
    • Engineered automated testing scripts using Python to identify and resolve bugs in Cloudli’s VoIP applications.
    • Collaborated with software developers to enhance the functionality of the Cloudli app and deploy features in an Agile environment.
    • Developed and maintained technical and procedural documentation.

    Solutions Consultant – VoIP and Cloud

    MDL Telecom•Gatineau, Quebec
    March 2021 - May 2022

    • Architected custom VoIP and cloud-based communication solutions tailored to client requirements.
    • Automated deployment pipelines for cloud solutions using Kubernetes and Docker, ensuring rapid scalability.
    • Delivered presentations both in-person and virtual, ensuring solutions aligned with client business requirements.
    • Built and maintained strong client relationships, managed submissions and ensured compliance with standards.

    Technical Support Specialist

    INTELCIA•Douala, Cameroon
    November 2016 - December 2019

    • Provided phone and email support, diagnosing and resolving hardware, software, and network issues.

    Education

    Advanced Diploma: Computer Programming and Analysis

    Seneca Polytechnic•
    Toronto, Ontario
    Sept 2021 - April 2024

    • Graduated with a GPA of 3.8
    • Earned 2nd place in Denmark, Europe for designing an app with Expo and React Native

    Bachelor of Technology, in System and Network Administration

    University of Douala•
    Douala, Cameroon
    Sept 2012 - April 2016

    Skills

    Languages

    C/C++PythonJavaTypeScriptJavaScriptHTMLCSSSQL (Oracle, MySQL)

    Frameworks

    AngularReactExpress.jsDjangoBootstrapNode.jsPandas

    Tools

    DockerKubernetesGrafanaAWSAzureGit/GitHubAzure DevOpsUnix/LinuxMongoDBWiresharkZendeskZohoSalesforce

    Certifications

    IBM QRadar SIEMGitHub Professional CertificatePython AI Developer Certificate

    Projects

    Dine-A-Night

    A customizable restaurant reservation app with dynamic layouts, reservation management, and analytics.

    AngularExpress.jsMongoDBFirebaseGoogle CloudJavaScriptHTMLCSS
    • Angular for the frontend, Express.js for APIs, MongoDB for data storage and Firebase for authentication.
    • Comprehensive User Manual for onboarding new users, and providing information to interested investors

    Tomato Timer App

    A Pomodoro technique-based app where a tomato grows with user consistency and "dies" when inconsistent.

    Figma UI/UX DesignReact NativeTypeScriptExpoFirebase
    • Built using React Native and TypeScript, with Firebase for backend services.