Chika Uzowulu
Support Escalation Engineer
San Antonio,TX
Summary
Detail-oriented Support Escalation Engineer with expertise in Microsoft Azure, Windows Server, Linux, and enterprise cloud infrastructure.
Skilled in diagnosing and resolving complex Azure IaaS, virtualization, networking, and storage issues through root cause analysis and incident management.
Proven ability to collaborate with engineering and cross-functional teams to restore critical services while improving platform reliability and customer satisfaction.
Microsoft Certified: Azure AI Fundamentals (AI-900), committed to leveraging emerging cloud technologies to drive operational excellence.
Overview
15
15
years of professional experience
Work History
Support Engineer
Microsoft
Redmond, Washington
05.2022 - Current
- Served as the primary escalation engineer for Microsoft Azure and Windows Server technologies,
leading complex incident resolution and root cause analysis. - Diagnosed and resolved Azure IaaS issues involving Virtual Machines, Azure Storage, networking, boot diagnostics, and connectivity.
- Managed 20+ business-critical incidents monthly while consistently meeting SLA targets and maintaining a 95%+ CSAT rating.
- Conducted post-incident reviews and root cause analyses (RCA) to improve service stability and reduce recurring incidents.
- Partnered with engineering and product teams to identify software defects, validate fixes, and improve platform reliability.
- Administered Windows and Linux servers including deployment, patch management, performance tuning, and infrastructure maintenance.
- Developed technical documentation, troubleshooting runbook and knowledge base articles.
- Mentored junior engineers and owned customer escalations through resolution while ensuring SLA compliance.
Systems Engineer/Solution Architect Associate
Vards Urgent Psych Behavioral Services
Seattle, Washington
01.2022 - 04.2022
- Proposed technical feasibility solutions for new system designs and identified performance improvement options for technical components, enhancing overall system effectiveness.
- Developed technical support plans and created budgets, timelines, and scopes to ensure successful project execution.
- Implemented new solutions while conducting ongoing accuracy and functionality checks to maintain system reliability.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components and systems.
HPC Systems Engineer
X-ISS
Houston, TX
07.2021 - 03.2022
- Provisioned and manage customer's Linux high performance computing (HPC) clusters/scale out computing clusters on AWS.
- Provisioned Nice DCV (desktop visualization) sessions by using Nvidia GPUs
- Implemented/ troubleshot hybrid cluster solution with Bright cluster manager, Nice DCV and Nice EnginFrame
- Installed/ managed and troubleshoot various applications like R and Ansys, Performed weekly health check for various Linux HPC clusters
- Suggested system updates or changes after conducting in-depth technical reviews. Verified compliance with applicable performance metrics and compatibility expectations.
- Ensured effective communication and coordination of problem-solving efforts between all stakeholders
- Resolved problems and improved operations through proactive troubleshooting, delivering exceptional service to system users.
Linux System/Cloud Administrator
Super User Consulting
Houston, TX
06.2017 - 06.2021
- Remedied security vulnerabilities on Linux Servers
- Administered logs to identify and troubleshoot system errors
- Advised on hardware and software purchasing to ensure optimal IT spending
- Collaborated with users to diagnose and resolve major system issues and concerns
- Interacted directly with users to diagnose and correct major system issues and address concerns.
- Provided input on hardware and software purchasing, prioritizing return on investment to optimize IT spending.
Linux System Engineer
Exsol Group
Houston, TX
04.2016 - 03.2017
- Performed System/ Security Hardening (Maintaining and monitoring systems, disable vulnerability services, restrict user access, setup password aging policy)
- Administered logs to identify and resolve system errors
- Provided support in implementation and installation of hardware and software components
- Coordinated software updates and installations, providing training materials to ensure staff proficiency
- Surpassed expectations by effectively prioritizing responsibilities through effective task prioritization and great work ethic.
Help Desk Technician
Solid Gas and Oil Services Nigeria
Warri, Delta-Nigeria
08.2011 - 01.2016
- Responded to customer queries via phone and in person, ensuring timely resolution of issues
- Followed up with customers post-resolution to confirm satisfaction and prevent recurrence of issues
- Developed comprehensive training manuals for staff use and tasks as assigned
- Assisted in setting up company infrastructure and performed software installations and updates to enhance operational readiness
Education
B.ED. -
Nnamdi Azikiwe University
Awka Nigeria.05.2011
Accomplishments
Aug 2025 Microsoft Certified: Azure AI Fundamentals
Mar 2022 AWS Certified Solutions Architect - Associate
Sep 2020 Red Hat Certified System Administrator.
Jul 2020 AWS Certified Cloud Practitioner
Timeline
Support Engineer
Microsoft
05.2022 - Current
Systems Engineer/Solution Architect Associate
Vards Urgent Psych Behavioral Services
01.2022 - 04.2022
HPC Systems Engineer
X-ISS
07.2021 - 03.2022
Linux System/Cloud Administrator
Super User Consulting
06.2017 - 06.2021
Linux System Engineer
Exsol Group
04.2016 - 03.2017
Help Desk Technician
Solid Gas and Oil Services Nigeria
08.2011 - 01.2016
B.ED. -
Nnamdi Azikiwe University