Console/Incidents
Available for Opportunities

Experience as resolved incidents

Every role is framed as it was experienced on the ground: a problem, an investigation, a resolution, and the impact that followed.

Problem

Customers reported that grades were not updating correctly in their LMS gradebook after corrections or retakes. From the user's perspective, the system was calculating credit correctly, but the LMS was not reflecting updated grades, leading to confusion and repeated support escalations.

Investigation

Reviewed sync logs and LMS response data to identify where grade updates were being rejected. Found that the LMS was returning a constraint indicating “maximum number of attempts reached,” which prevented updated grades from being written back to the gradebook even though the system had successfully processed the correction.

Resolution

Guided customers through updating their LMS assignment settings to allow unlimited attempts. Once updated, performed grade resync to confirm updates were correctly reflected in the LMS gradebook and verified expected behavior across multiple accounts.

Impact

Reduced repeat support tickets related to grade discrepancies and improved resolution time for similar issues. Findings contributed to a system-wide notification feature that proactively alerts clients when LMS attempt settings may block grade updates, preventing future sync confusion.

Support EngineeringLMS Support (Canvas)Customer EscalationsIncident InvestigationCustomer Support Operations

Problem

Service requests for facilities and repairs began piling up and getting lost after the existing Service Manager ticketing system was decommissioned. Requests were being routed to a shared email inbox, leading to missed repairs, delayed responses, and no clear tracking of outstanding work.

Investigation

Reviewed how incoming requests were being handled after the system transition and identified that email-based intake had no structured tracking, assignment, or prioritization workflow. This resulted in requests being overlooked or duplicated without visibility into status or ownership.

Resolution

Built an internal ticket tracking system using Microsoft Lists and Power Automate to replace the missing workflow. Structured incoming requests into a central queue with categorization, status tracking, and automated routing so the service manager could triage and manage workload efficiently.

Impact

Restored visibility into active service requests, reduced missed or duplicate tickets, and helped the service manager regain control over backlog and repair scheduling. Enabled easier filtering, sorting, and prioritization of incoming work.

Microsoft ListsPower AutomateWorkflow AutomationTicketing SystemSupport Operations

Problem

Loan preapproval applications were being denied even when applicants met the expected eligibility requirements. This created confusion for credit union clients and raised concerns about the accuracy of the preapproval workflow during a production rollout.

Investigation

Reviewed the loan officer system logic and traced the decision flow for preapproval outcomes. Identified a mismatch between documented business requirements and the actual implementation, specifically around the minimum credit score threshold used in eligibility checks. Worked with stakeholders to validate intended business rules and clarify the correct decision criteria.

Resolution

Implemented updated preapproval logic to reflect the agreed business requirements, introducing an additional conditional check to evaluate credit score ranges alongside other eligibility factors. Updated system behavior to align with stakeholder-defined workflows and supported validation testing prior to release.

Impact

Restored trust in the preapproval workflow for credit union clients by ensuring decisions matched business expectations. Reduced incorrect denials, decreased follow-up support inquiries from loan officers, and improved confidence in the system during rollout across financial institutions.

Business Systems AnalysisWorkflow ImplementationLoan Processing SystemsRequirements TranslationStakeholder Support

Problem

A dealership reported that vehicle listings exported to a third-party marketplace were displaying incorrect pricing (showing as $0), which directly impacted visibility and sales performance. The dealership's own website showed correct pricing, creating confusion and urgent escalation.

Investigation

Reviewed the data export pipeline between the dealership website system and the third-party listing platform. Confirmed that pricing data was being generated correctly on the source system. Partnered with the external provider to trace how incoming data was being interpreted and identified a mismatch caused by an additional field introduced in the dealership management system (DMS), which shifted column mapping during export.

Resolution

Updated the data importer to correctly handle the new DMS field structure and adjusted the export mapping to ensure pricing values were consistently sent to the correct column expected by the third-party system. Validated corrected data flow end-to-end with the vendor.

Impact

Restored accurate pricing display on third-party listings, resolving the immediate sales-impacting issue for the dealership. Improved reliability of data exports across the platform and reduced similar integration-related escalations through clearer mapping validation in the support process.

Integration SupportData Pipeline TroubleshootingSQL DiagnosticsThird-Party System SupportCustomer Escalation Resolution

Escalation Stories

The ones that escalated

Signal to prevention. Expand any story for the technical detail.

Course images not loading for all students

ESC-01
Signal

Users reported missing images and visual content in course assignments across multiple students, not isolated to a single device.

Investigation

Performed browser and device-level troubleshooting including cache clearing, cookie resets, and extension checks. Confirmed issue was system-wide across the course. Worked with engineering to identify the asset loading endpoint and tested direct access to the resource, which revealed it was blocked at the network level.

Root Cause

District-wide network content filter was blocking the external script responsible for loading visual course content.

Prevention

Coordinated with district IT to unblock the required resource and restore access to the visual content delivery endpoint.

Validated asset loading via direct URL testing, isolated external script dependency, and collaborated with IT to resolve network-level filtering restrictions affecting content delivery.

Database records mismatched source documentation

ESC-02
Signal

Database values did not align with source paper records, resulting in reporting discrepancies.

Investigation

Compared database entries against source documentation and isolated records with incorrect date assignments by entry user.

Root Cause

Data entry process allowed incorrect dates to be recorded, causing mismatches between source paperwork and database records.

Prevention

Corrected affected records using targeted SQL updates filtered by entry user to avoid impacting unrelated data.

Used SQL to isolate and update incorrectly dated records while preserving unaffected data integrity across the dataset.

Incorrect MSRP displayed on dealer website

ESC-03
Signal

Customer reported pricing mismatch where MSRP appeared lower than the sale price, causing confusion and escalation.

Investigation

Reviewed frontend display logic and traced data back through the importer pipeline from the DMS system. Identified that MSRP and sale price fields were incorrectly mapped during ingestion.

Root Cause

Column mapping error in the data importer script caused MSRP and sale price fields to be reversed during sync from the DMS.

Prevention

Corrected importer mapping logic to align fields with source schema and ensured future syncs would pull accurate pricing data. Manually triggered a data resync to restore correct values immediately.

Inspected ETL-style importer script, corrected field mapping between DMS source and website database, and forced a manual resync to bypass the normal overnight update cycle and resolve customer-impacting inconsistency.