Daikei Takata

Delivered operational support for mission-critical self-service check-in and bag drop solutions across 4 major Japanese airports including Narita and Kansai.

• Served as the first point of contact for airport customers via phone, email, or other communication channels.
• Provided support for major airlines including Japan Airlines (JAL), All Nippon Airways (ANA), Cathay Pacific, and Singapore Airlines.
• Maintained strict SLA with 99.9% availability for mission-critical airport passenger processing solutions.
• Incident management: Resolved day-to-day operational issues either by assisting L1 support team with troubleshooting or identifying and investigating issues at L2 level, and logged, categorized, prioritized the issues with details and resolution steps.
• Problem management: Identified the root cause for recurring incidents, conducted initial investigations and gathered various logs and necessary information for effective investigation by the R&D team.
• Change management: Initiated and coordinated change requests based on root cause analysis and customer requirements, ensuring smooth implementation in the production environment.
• Used Elastic/Kibana for monitoring & logging applications and underlying AWS infrastructure.
• Used Jira/ServiceNow for ticket management.
• Documented issues and technical details about the company's systems and software.
• Collaborated with international teams across different time zones and cultures in bilingual environment.
• Demonstrated ability to interface with technical teams and business stakeholders on both business requirements and technical issues.

Participated in enterprise cloud system development for a financial company during requirement definition phase.

• Took part in the cloud infrastructure requirement specification for a core banking system
• Collaborated with cloud service providers to design scalable and reliable multi-cloud(AWS and Oracle Cloud) infrastructure solutions for a large enterprise system
• Advised client on cloud encryption and disaster recovery strategies aligned with business requirements
• Translated technical documents and meeting minutes
• Utilized my English skills to bridge the language gap between client and foreign cloud vendor

Supported my family business with general duties including managing shipments and customer service. Also built and maintained simple EC website with joomla!