Chukwunwike Agunwamba
Worcester,MA
Summary
Skilled Software Sustaining and Support Engineer, successful at using judgment and advanced technical acumen to make positive impact for cloud services providers. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject-Matter Expert in Cloud based SaaS solutions.
Overview
12
12
years of professional experience
Work History
Software Sustaining and Support Engineer
Docker
11.2021 - 05.2023
- Lead weekly review of tickets from Support
- Provided next steps and possible paths of investigation to Support
- Researched 10 tickets/week, providing in-depth responses to client.
- Provided RCAs (Root Cause Analysis) for issues escalated from Support to Sustaining
- Performed QA and UAT testing
- Performed PRs for bugs found in code
- Created internal documentation for Sustaining and Support teams
- Provide documentation review and recommendations to the Documentation team
- Reviewed issues directly with Product Engineering
- Stepped into Support role as needed to help the team meet quarterly goals.
Software Sustaining Engineer
Mirantis
08.2020 - 11.2021
- Review 50 triage tickets/week from Support
- Researched tickets to provide in-depth responses to client questions
- Performed PRs (Pull Requests) for bugs found in code
- Provide documentation review and recommendation for the Documentation team
- Attended and provided input in patch meetings
- Reviewed issues directly with Product Engineering
- Performed interviews for new hires.
Software Maintenance Engineer
ProcessUnity
09.2019 - 04.2020
- Lead weekly triage meetings to identify and prioritize on-field issues for Support and PM
- Root cause analysis for all client support tickets (for code, data and configuration)
- Identified 20 bugs and regressions within the code per week and built fixes for them
- Took tickets and tracked them down to their root cause
- Deployed specific SQL solutions for tickets identified to stem from data issues
- Developed Unit Tests.
Application Support Engineer
Virtusa
04.2018 - 07.2019
- Drove weekly support review meetings with client management team
- Provided advanced support and analysis
- Performed bug fixes and enhancements of the product
- Worked on a SharePoint 2010 product for the client
- Primary POC (Point of Contact) for the client
- Also worked as an Integration and Deployment Engineer.
- Communicated technical development stages and provided design support to stakeholders.
- Resolved product design and launch concerns to achieve customer's targeted business goals.
Software Support Engineer
Pierbridge Inc.
03.2011 - 03.2018
- Handled 50 Level 2 support tickets/week and 30 level 3 support tickets/week with direct escalation to Development team
- Maintained 100% Completion rate on all SLAs on SalesForce
- Installed and provisioned SQL Server 2008 for AgileElite and ConnectShip
- Examined SQL SPs
- Installed and maintained Windows Server bare metal and VM for IT and Support teams
- Built .Net connectors for clients
- Provided documentation for all written software and any deployments.
Education
Some College (No Degree) - Electrical Computer Engineering
Worcester Polytechnic Institute
Worcester, MASkills
- SQL
- Python
- Agile Build Releases
- HTML and XML
- Hardware and software installation
- SaaS, PaaS, FaaS, CaaS,
- B2B
- AWS
- Azure
- VMWare
- Testing
- QA
- Software Development
- Remote Support
- Incident Management
- JIRA, SalesForce, ServiceNow, ZendDesk
Additional Information
Experienced as Head Coach for two Semi-Professional teams; Rough Diamonds, and Worcester Warriors
Languages
English
Native or Bilingual
Igbo
Native or Bilingual
Latin
Limited Working
Timeline
Software Sustaining and Support Engineer
Docker
11.2021 - 05.2023
Software Sustaining Engineer
Mirantis
08.2020 - 11.2021
Software Maintenance Engineer
ProcessUnity
09.2019 - 04.2020
Application Support Engineer
Virtusa
04.2018 - 07.2019
Software Support Engineer
Pierbridge Inc.
03.2011 - 03.2018
Some College (No Degree) - Electrical Computer Engineering
Worcester Polytechnic Institute
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