Akefur Rahman

Google Cloud Support Engineer (L2) with over 5 years of experience in incident response, cloud optimization, and premium enterprise support across GCP services. Specialized in Compute Engine, Cloud SQL, Kubernetes Engine, VPC, Cloud Run, and Cloud Identity. Skilled in Terraform, Git, CI/CD pipelines, Docker, Kubernetes, and multi-cloud operations.

Received 100% CES scores on every customer-reviewed case. Known for deep root cause analysis, live troubleshooting via GVC, bug remediation and mentoring peers through documentation and training.

Cloud Support Engineer (AI / CCaaS Solutions) - Telus (Google Cloud Vendor)

(2022-01 - 2026-01)

• Served as a trusted technical advisor to enterprise customers operating mission-critical cloud environments, providing guidance on architecture, operational best practices, scalability, and reliability.
• Led technical discovery and troubleshooting engagements across Kubernetes Engine, Compute Engine, Cloud SQL, networking, IAM, and cloud-native application environments, resolving complex production issues.
• Conducted real-time troubleshooting sessions with customer engineering teams, performing root cause analysis and driving resolution of high-impact incidents affecting business-critical workloads.
• Supported observability and monitoring initiatives through Cloud Monitoring, Cloud Logging, metrics analysis, and performance investigations to improve application reliability and operational visibility.
• Collaborated with solution architects, account teams, and engineering organizations to evaluate customer requirements and recommend secure, scalable cloud solutions aligned with business objectives.
• Automated infrastructure provisioning and deployment workflows using Terraform and CI/CD pipelines, improving deployment consistency, operational efficiency, and platform reliability.
• Supported Contact Center AI and Dialogflow CX deployments, including telephony integrations, API connectivity, webhook implementations, and production environment troubleshooting.
• Authored technical documentation, troubleshooting runbooks, and knowledge-sharing materials while mentoring peers and contributing to continuous improvement initiatives across support teams.

Control Systems Engineer - Aviya Aerospace Systems

(2021-01 - 2022-01)

• Built Python scripts for telemetry data parsing, control loop validation, and automatic report generation.
• Managed embedded test configurations and source control via SVN; authored internal troubleshooting workflows.
• Provided real-time customer-facing insights during product verification and collaborated to resolve critical control issues.

Flight Simulator Verification and Qualification Specialist - TRU Simulation + Training

(2019-01 - 2021-01)

• Deployed and tested simulator firmware through GitLab-based CI/CD pipelines and custom automation tools.
• Worked directly with customers during simulator qualification and compliance testing (on-site and remote).
• Documented reproducible issues, validated fixes, and published internal debug workflows using Jira and Confluence.
• Led validation strategy based on DevSecOps practices including access control, defect analysis, and version control alignment.

Lab Instructor, Industrial Automation - Concordia University - Montreal, Canada

(2017-01 - 2018-01)

• Guided robotics and PLC automation projects with students; assisted in development of sensor-driven control logic.
• Maintained lab Git repositories and supported project workflows using Jira for tracking and grading.
• Developed in-lab testing utilities with Python for simulating automation environments and control feedback.

M.Eng. - Mechanical Engineering (Industrial Control Systems) - Concordia University Montreal, Canada

B.Sc. - Mechanical Engineering - CUET Bangladesh