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adaeze achom

@adaezeachom

Customer Reliability Engineer at Insperity investigating SaaS, API, SQL, and connectivity issues and preparing evidence-backed engineering escalations.

United States

Message

At Insperity, I investigate customer-reported SaaS issues by reproducing symptoms and checking application logic, permissions, data, APIs, and network connectivity. I validate proposed fixes and prepare engineering escalations with clear evidence and customer impact.

At Eon Collective, I built SQL-based operational dashboards to surface recurring application and support issues and monitor ticket-queue health and SLA indicators. I also investigated security alerts at ECACyber Defense and documented reusable troubleshooting procedures.

Experience

Work history, roles, and key accomplishments

Current

Support Agent

Current

Insperity

Jan 2026 - Present (9 months)

Owns Tier 2-style investigations of customer-reported SaaS application issues, reproducing symptoms and isolating causes. Troubleshoots API and integration failures, prepares engineering escalations, and communicates status to users and teams.

SaaS Support API Troubleshooting SQL HTTP(S)REST JSON Log Analysis Escalation Management Client Communication Documentation

Cybersecurity Analyst

ECA Cyber Defense

Jan 2026 - Mar 2026 (2 months)

Investigated Splunk monitoring and security-alert issues, capturing evidence and documenting investigation limits. Reviewed alert inventories and detection logic, and created reusable standard operating procedures for consistent troubleshooting.

Splunk Security Alerts Telemetry Detection Logic Documentation Standard Operating Procedures incident investigation

Technical Support Specialist

Springboard

Jan 2025 - Dec 2025 (11 months)

Investigated approximately 20-30 weekly technical support and security tickets in simulated enterprise environments, triaging API, endpoint, server, DLP, access, and configuration issues. Reproduced incidents across TCP/IP, DNS, HTTP/S, Active Directory, and system activity.

Technical Support Security Tickets APIs Endpoint Servers DLP TCP IP DNS HTTP(S)Active Directory Incident Response Documentation

Analytics Engineer

Eon Collective

Jan 2022 - Dec 2024 (2 years 11 months)

Built SQL-based operational dashboards to identify recurring application and support issues, monitor ticket-queue health and SLA indicators. Integrated and validated ERP, CRM, and ticketing data, and investigated system and API anomalies using SQL queries.