Duncan Nunda
Warrenton
Summary
Dedicated and results-driven Site Reliability Engineer with over two years of experience in troubleshooting complex technical issues, collaborating with development teams for product improvement, and enhancing serviceability through testing and tool development. Skilled in customer support, risk analysis, and ecosystem improvements with technology partners. Passionate about providing exceptional customer service and driving changes based on field and customer feedback.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
CEO/Senior Technical Consultant
Dunvipe Group
05.2003 - Current
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Represented organization at industry conferences and events.
- Oversaw divisional marketing, advertising and new product development.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Directed technological improvements, reducing waste and business bottlenecks.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Initiated strategy to drive company growth and increase market share and profitability.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Oversaw business-wide changes to modernize procedures and organization.
- Cultivated company-wide culture of innovation and collaboration.
- Recommended technology upgrades to improve client security.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Developed technical requirement documentation for new software products.
- Improved systems with addition of new features and infrastructure.
- Assessed business requirements to create focused solutions.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Systems Reliability Engineer II
NUTANIX
07.2022 - 04.2024
- Worked directly with enterprise customers to replicate, troubleshoot, and resolve complex technical issues.
- Collaborated with developers to identify defects and opportunities for product improvement.
- Enhanced the serviceability of the product by testing new features and developing tools to scale deployments and auto-support infrastructure.
- Provided an analysis of the existing customer base to avoid and minimize risks in the installation base.
- Defined and inspired changes to Nutanix products with the development engineering team based on feedback from customers and partner implementations.
- Collaborated with technology partners (e.g., VMware, Citrix, Microsoft) to resolve issues and push improvements in the ecosystem.
- Developed and contributed to internal and external knowledge bases.
- Provided support on weekdays and off-hours on an as-needed and scheduled rotational basis.
- Remotely troubleshoot and diagnose customer hardware issues encountered in the field.
- Improved the serviceability of the product by testing new platforms and developing tools to scale field service and auto-support infrastructure.
- Identified patterns and proactively engaged Escalation and Engineering teams to avoid and minimize risks in the field.
- Worked with OEM and services partners (e.g., DELL/EMC, HPE, Lenovo) to resolve issues and push improvements in the ecosystem.
- Collaborated with hardware service partners (e.g., Flash Logistics, NCR) to manage and coordinate shipping and on-site services.
- Uplifted the team and worked across organizational boundaries to facilitate services.
- Championed customer support, going above and beyond to support their business and use of the Nutanix stack.
Support Engineer
Aqueti
09.2018 - 04.2021
- Researched and identified solutions for software and hardware issues.
- Diagnosed and resolved technical issues, including account setup and network configuration.
- Conducted investigations to quickly understand and address customers' targeted questions.
- Tracked computer system issues through to resolution within agreed time limits.
- Assisted clients via phone, email, or chat through a series of actions to resolve technical problems.
- Escalated unresolved issues to appropriate internal teams (e.g., software developers).
- Provided prompt and accurate feedback to customers, ensuring all issues were properly logged.
- Referred to internal databases or external resources for accurate tech solutions.
- Maintained positive relationships with clients and followed up to ensure IT systems were fully functional post-troubleshooting.
- Setup and troubleshoot application packages, including patching antivirus, backup routines, network sharing, group email suites, and open-source software.
- Supported programmers/developers in the integration of Linux-based servers with Nvidia Tegra Chips.
- Tested and set up Aqueti Cameras to run backend proprietary Aqueti OS.
- Prepared accurate and timely reports.
- Documented technical knowledge in the form of notes and manuals.
- Provided support to Aqueti customers in the United Arab Emirates and Mecca, Saudi Arabia.
- Supported an Aqueti camera trade show as a support specialist, contributing to a gross revenue of over $2.8 million.
Technical Support Specialist
Safe City
12.2019 - 08.2020
- Maintained optimal levels of customer satisfaction and identified all customer issues, recommending appropriate resolutions.
- Responded to all customer requests and managed the efficient operation of all internal systems.
- Assisted with hardware installation and upgrades, managed change orders, and provided technical expertise.
- Administered the installation and maintenance of all systems and ensured smooth operation of software.
- Installed internal resources and analyzed software to ensure smooth functionality.
- Provided product support and managed requests for systems, resolving issues and performing regular troubleshooting on network issues.
- Analyzed system logs to identify and address issues.
- Determined required algorithms for automated systems and provided technical support to production systems.
- Assisted engineers in technical operations, ensuring efficient use of tools.
- Maintained functional documents and prepared repair documents, ensuring compliance with organizational guidelines.
- Prepared reports for repair activities and equipment proposals.
- Provided support for help desk operations and managed products according to customer requirements.
- Supported both internal and external customers with their technical needs.
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
08.2025
Certificate - Business
University of North Carolina
Chapel Hill, NC01.2009
Diploma - Information Technology & Networking
ECPI Technical College
Raleigh, NC01.2003
Skills
- Troubleshooting and Problem Solving
- Technical Support
- Collaboration with Development Teams
- Risk Analysis and Mitigation
- Knowledge Base Development
- Hardware and Software Diagnostics
- Customer Service Excellence
- Ecosystem Improvements (VMware, Citrix, Microsoft)
- Partner Collaboration (DELL/EMC, HPE, Lenovo)
- Serviceability Testing and Tool Development
- Innovation management
- Business strategy
- Multitasking Abilities
- Strategic business planning
- Problem-solving
- Interpersonal skills
- Client engagement
- Excellent communication
- Build revenue streams
- International business
- Problem-solving aptitude
Awards
- Nutanix Certified Professional - Multicloud Infrastructure 6, https://www.credly.com/badges/eb005b28-ca4b-44b7-9edf-dcb7b645bd23/linked_in_profile
- Nutanix Certified Master - Multicloud Infrastructure 6, https://www.credly.com/badges/630b0b4f-fea2-4ed8-8390-4a2650fa9137/linked_in_profile
Timeline
Systems Reliability Engineer II
NUTANIX
07.2022 - 04.2024
Technical Support Specialist
Safe City
12.2019 - 08.2020
Support Engineer
Aqueti
09.2018 - 04.2021
CEO/Senior Technical Consultant
Dunvipe Group
05.2003 - Current
Certificate - Business
University of North Carolina
Diploma - Information Technology & Networking
ECPI Technical College
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
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